Stock Ownership


One of the best incentives a boss can offer is a fraction of the action in the form of performance-based monetary rewards, or, better yet, options to participate in a company stock ownership. One of Ross Perot’s greatest pleasures was to make some of his managers into multimillionaires through stock participation. They all repaid him with generated enthusiasm, renewed energy, and, ultimately, more corporate profits than any of them had ever imagined. Stock participation can be one of the best ways to transfer the spirit of entrepreneurship into any company. By spreading out the risk-reward net to include more of the staff, the good boss uses shared stress to encourage group excellence.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

 

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Producing a Quality Product


To attain excellence in producing a product of high quality, your organization must:

  • Have a clear understanding of your products, its capabilities and applications.
  • Ensure that all of your employees understand the product, its capabilities and applications.
  • Understand your customers.
  • Understand the requirements of your customers.
  • Have a clear definition of the acceptable quality level of your product.
  • Have a clear understanding of what your customers define as the acceptable quality level of your product.
  • Have an effective means of measuring the quality of your product.
  • Continually solicit your customer’s views and evaluations relative to the quality of your product.
  • Continually communicate to employees the importance of producing a quality product.
  • Continually emphasize to employees that they contribute to product quality in the successful performance of their jobs.
  • Identify and then build upon the operating factors that sustain and contribute to product quality.
  • Utilize techniques that solicit and stimulate employee innovation, ideas and recommendations that improve product quality.
  • Utilize techniques that solicit customer ideas and recommendations to improve product quality.
  • Give serious and timely considerations to employees and customer ideas and recommendations.
  • Utilize effective techniques to test and evaluate  new ideas and recommendations.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

 

Employee Communications


To attain excellence in employee communications, the organization must utilize communication techniques that:

  • Communicate the organization’s objectives, goals, priorities and values to all employees.
  • Ensure that supervisors clearly define the tasks and responsibilities of each of their employees.
  • Ensure that supervisors give employees timely evaluation of their job performance.
  • Communicate the organization’s expectation of quality to all employees.
  • Ensure that policies and practices are clearly communicated and understood by all employees.
  • Stimulate frequent face-to-face discussions between managers and their employees.
  • Inform all employees of the organization’s accomplishments, achievements and other important issues related to the work environment.
  • Involve employees in the department of organization policy and procedures.
  • Encourage employees to express their ideas and recommendations to improve the operation of the organization.
  • Provide timely feedback to employees regarding the organization’s consideration of their ideas and recommendations.
  • Solicit information from employees relative to their career goals and aspirations.
  • Provide employees with information they can use to make personal career decisions.
  • Inform employees of job openings within the organization.
  • Encourage employees to voice their problems and concerns.
  • Give timely consideration and response to employee problems and concerns.
  • Continually monitor what information employees want to receive.
  • Regularly measure the effectiveness of communication techniques.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

 

Spirit of High Performance


An ability to instill strong individual commitment to strategic success and to create an atmosphere in which there is constructive pressure to perform is one of the most valuable strategy-implementing skills. When an organization performs consistently at or near peak capability, the outcome is not only more success but also a culture permeated with a spirit of high performance. Such a spirit of performance should not be confused with whether employees are happy or satisfied or what they get along well together. An organization with a spirit of high performance emphasizes achievement and excellence. Its culture is results-oriented, and its management pursues policies and practices that inspire people to do their best.

Companies with a spirit of high performance typically are intensely people-oriented, and they reinforce their concern for individual employees on every conceivable occasion in every conceivable way. They treat employees with dignity and respect, train each employee thoroughly, encourage employees to use their own initiative and creativity in performing their work, set reasonable and clear performance expectations, use the full range of rewards and punishment to enforce high performance standards, hold managers at every level responsible for developing the people who report to them, and grant employees enough autonomy to stand out, excel, and contribute. To create a results-oriented culture, a company must make champions out of the people who turn in winning performances.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Improving Quality


Improving quality is a lot like taking vitamins, eating healthy foods, and exercising regularly. Although the results may not be immediate, long-term benefits are significant. Quality is neither a quick fix nor the program of the month, but rather a way of life for companies who are serious about improvements.

Quality is a fundamental to creating value, yet it is a moving target and must meet the customers’ current definition of quality. Thus, we offer the following recommendations for improving service quality and ultimately delivering superior customer value:

  • Design services in cooperation with customers. Learn what customers truly value by incorporating the voice of the customer earlier in the service development process. Also, it is important to determine not only the customers’ preferred service attributes but their relative importance, as well.
  • Focus your improvement programs outward, on market break points. Only by defining those episodes, when the customer comes in contact with the organization, and by focusing on the ones most critical can you see things as the customer sees them. Also, visualize the complete sequence of the moments of truth a customer experiences in having some need met. Remember, the customer sees service in terms of a total experience, not an isolated set of activities. Mapping the service cycle helps companies see these activities as the customer sees them.
  • Create a triangle representation of service quality. Hotels and restaurants often advertise and display on their properties ratings by one of the major motor clubs, such as AAA or Mobil Oil, Hertz #1 Gold Club service communicates a premium, value-added bundle of services to business travelers seeking a hassle-free car rental experience.
  • Use teamwork to promote service excellence—service workers who support one another and achieve together can avoid service burnout.
  • Create a service bias based on each of the following service quality determinants: professionalism, attitudes and behaviors, accessibility and flexibility, reliability and trustworthiness, service recovery, and reputation and credibility. These criteria can be used as guidelines for influencing positive service quality perceptions.
  • Develop proper measurements. Use metrics that are specific on nature, such as 95% on-time-delivery, customer wait time, or order processing time. Benchmark the best practices for each service are being measured, such as wait time or order delivery.
  • Employee selection, job design, and training are absolutely crucial to building customer satisfaction and service quality. Structure the job of service workers to maximize their ability to respond quickly and competently to customer needs. Also, train service personnel in areas of service delivery and attitude. Role play different service scenarios, showing various service recovery strategies. Provide service workers with some basic tools to help control service quality variation and uncover service problems.
  • Reward total quality efforts in marketing. Look for opportunities to reinforce quality behaviors when they occur. Employees should be rewarded ob the basis of these behaviors (commitment, effort) rather than strictly on outcomes, such as sales quotas. Rewarding a salesperson for meeting or exceeding quota with a bonus while giving a nominal award such as a pin or plaque to the person who fixes the product or process sends a clear message about the importance of quality.
  • Think of service as a process, not a series of functions. Service quality occurs when the entire service experience is managed and the organization is aligned to respond accordingly.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Criteria for Performance Excellence


The Leadership category examines the company’s leadership system and senior leaders’ personal leadership. It examines how senior leaders and the leadership system address values, company directions, performance expectations, a focus on customers and other stakeholders, learning, and innovation. Also examined is how the company addresses its societal responsibilities and provides support to key communities.

The Strategic Planning category examines how the company sets strategic directions and how it develops the critical strategies and action plans to support the directions. Also examined are how plans are developed and how performance is tracked.

The Customer and Market Focus category examines how the company determines requirements, expectations, and preferences of customers and markets. Also examined is how the company builds relationships with customers and determines their satisfaction.

The Information and Analysis category examines the selection, management, and effectiveness of use of information and data to support key company processes and action plans, and the company’s performance management system.

The Human Resource Focus category examines how the company enables employees to develop and utilize their full potential, aligned with the company’s objectives. Also examined are the company’s efforts to build and maintain a work environment and work climate conducive to performance excellence, full participation, and personal and organizational growth.

The Process Management category examines the key aspects of process management, including customer-focused design, product and service delivery, support, and supplier and partnering processes involving all work units. The category examines how key processes are designed, implemented, managed, and improved to achieve better performance.

The Business Results category examines the company’s performance and improvement in key business areas: customer satisfaction, financial and marketplace performance, human resource results, supplier and partner performance, and operational performance. Also examined are performance levels relative to competitors.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Organizational Objectives


Objectives are guideposts used by managers to define standards of what the organization should accomplish in such areas as profitability, customer service, and social responsibility. Managers can continually evaluate performance in terms of how well the organization is moving in the direction of its objectives.

Objectives often become standards of the manager by their definition of excellence in organizational performance. Without such standards, the manager possesses no tools for evaluating performance – no means of deciding whether work is good or bad. Thus, objectives provide not only a definite statement of what the organization wants to accomplish but also a means of evaluating progress toward a goal. If performance appears unsatisfactory, management can take corrective action, refocusing the organization in the direction of the objectives.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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