Organizational Philosophy Statements


Ford Motor Company: “Quality is job 1!”

L. L. Bean: “Sell good merchandise at a reasonable profit, treat your customers like human beings, and they’ll always come back for more.”

Metropolitan Life Insurance Company: “Quality is the key to our future success.”

Xerox: “Leadership through quality.”

Federal Express: “People—Service—Profit.”

Ritz Carleton: “Ladies and gentlemen serving ladies and gentlemen.”

Citicorp Savings of California: “To consistently deliver a differential level of service so exceptional and so unexpected that it becomes a vehicle for the acquisition of profitable new relationships as well as the retention and growth of existing ones.”

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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Silence as Acceptance


As a generalization, the offerer can never consider silence by the offeree as an acceptance. In some cases the offerer attempts to bring about a situation of this kind by a statement in the offer to the effect that failure to reply will be construed as acceptance of the offeror’s proposal. Usually, the offeree is under no obligation to reply to any business proposal. However, if the offeree requested that goods be shipped on approval, or there is a prior business arrangement or understanding between the parties, silence may be fairly construed as acceptance. These cases are exceptional, however.

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.

Meeting Management: The Thank You Note


The common thank you note is applicable to large and small meetings. It may be handwritten and should be as informal as your organization style will allow.

If you send thank you notes, your message will stand out in memory. You must be sincere and never, repeat, never, attempt to curry favor by using a thank you note.

Thank you notes may be sent by the group leader or any participant. If you are a participant and wish to send one, only do so if you were honestly impressed by any event. Some examples:

  1. Excellent Presentation: A high-ranking executive of your organization makes a presentation on some aspect of a problem you face. If the presentation was exceptional, send a note, thanking the executive for time spent helping your team.
  2. Clarifying Remarks: A specialist visits long enough to clear up a few technical points. If this was a real contribution to your knowledge, send a note.
  3. Outstanding Work: Someone on the team does an exceptional job. Send a note if it is deserved.

These are only a few examples. More will occur to you as you consider this technique.

The thank you note must be written. A telephone call, while nice and possibly appreciated, will not have the same impact.

The thank you note is a reminder to the thanked individual that your group exists. It will make it easier to get him or her to come back for another meeting, and on return, be in a cooperative mood.

With thank you notes, be sincere; falseness shows. Use it as an expression of earnest thanks and appreciation for a job well done

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.

 

Setting Standards


Having standards is not enough. They must be the correct standards. By correct means not too low, not too high. If you set them too low you will lose productivity; valuable resources will be wasted. Low standards are also demotivating. Challenge and job satisfaction go hand in hand. When standards are too low people become sloppy in their work. When they can do their jobs with their eyes closed, their attention is lost and needless errors are made.

Standards that are too high are a problem as well. When standards are unrealistically high, the manager has no yardstick for determining how well the people performed. The standard is meaningless. Standards that are too high are also demotivating. If people know that the standards are impossible, they will reason “Why try at all? We can’t reach them anyway.” The standards become a source of frustration. If people consistently strive to meet the standards without success, they will feel like failures which will eventually affect their morale and performance.

The goal is to set standards high enough so that people have to work exceptionally hard to reach them and low enough so that they are attainable.

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.

Memos and Letters


When people have accomplished something extraordinary, put your praise in writing. Words are easy to say but it takes time and effort to write them down. Even if it is a two- or three-liner, people will appreciate it.

Letters on your personal stationery should be reserved for those special occasions when a person has worked exceptionally hard and has accomplished something truly outstanding.

Memos and letters can also be effective when a person has made a major error or has made the same error on numerous occasions.. when you want a person to think long and hard about what he has done wrong, put it in writing. This should only be done on rare occasions.

There are two rules that should never be violated when giving people feedback via memos and letters:

  1. Make sure the memo or letter is sent very close to the time of the event or accomplishment. A thank-you note or a note of raprimand sent two or three weeks after the fact defeats the purpose of the memo in the first place. In either case, the memo or letter ahould be marked “Confidential.”
  2. Always personalize the memo or letter. If a group of people has worked exceptionally hard, don’t send the individuals a memo addressed to the group. Sending an individual a memo addressed to the group is like throwing a crumb to a hungry person. When a person has given his all to a project he needs to be recognized as an individual, regardless of how many people were involved in making it happen.

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, Lectures, Line of Sight

Creative Management of Product Design


An emerging area of importance is product/process design. In increasingly competitive, sophisticated markets, attractively designed products or processes sell well; shoddily designed products are left alone on the shelves. Excellent product design requires high orders of essence creativity (novel ideas), elaborative creativity (contextually relevant elaborations of ideas that are unique because of the kinds of components utilized and the way they are fitted together), and expressive creativity (unique aesthetic features). There can be following basic steps for coming up with successful and creative product design:

a)    The designing unit should have members with diverse expertise so that their brainstorms can result in unique product design concepts that are also practical.

b)   It is imperative that the design unit has an in-depth understanding of the client and the market, the technologies needed or involved, and the nature of the problem and the constraints that need to be kept in mind.

c)    The design unit must take the trouble to observe people in real-life situations to identify their needs, difficulties, likes, dislikes, etc. Creative design needs creative observation, that is observation that is not only accurate but also multi-angled so as to yield interesting design possibilities. Innovation begins with eyes. The design unit needs to create a ‘bug-list,’ that is, a list of the problems that presently bug the likely users of the future products.

d)   The design unit needs to visualize a new product concepts and the customers who could be captivated by them. This can involve building several physical models and prototypes, simulations on the computer, and creation of videos that portray high the new product may be used by people well before it comes into existence.

e)    The design unit needs to evaluate and refine the prototypes/models through several quick iterations, each one involving changes and improvements. Inputs should be secured not only from members of the design unit, but also from experts, the client, and the potential consumers. Exceptional design seldom come right the first time around. Serially generated improvements based on the reactions and suggestions of the product’s stakeholders can quickly get the design unit to an exceptional design.

f)     Effective implementation that leads to the commercial use of the product. This is often a long and tedious process that creative teams frequently neglect. But the planning of milestones, cost cutting and cost control efforts, packaging and so forth are indispensable if a product design is to taste commercial success.

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, Line of Sight

Supplier Partnership


An organization spends a substantial portion of every sales on the purchase of raw materials, components, and services. Therefore, supplier quality can substantially affect the overall cost of a product or service. One of the keys to obtaining high-quality products and services is for the customer to work with suppliers in a partnering atmosphere to achieve the same quality level as attained within the organization.

Customers and suppliers have the same goal—to satisfy the end user. The better the supplier’s quality, the better the supplier’s long-term position, because the customer will have better quality. Because both the customer and the supplier have limited resources, they must work together as partners to maximize their return on investment.

There have been a number of forces that have changed supplier reltions. Prior to the 1980s, procurement divisions were typically based on price, thereby awarding contracts to the lowest bidder. As a result, quality and timely delivery were sacrificed. It is stopped because price has no basis without quality. In addition, single suppliers for each item help develop a long-term relationship of loyalty and trust. These actions will lead to improved products and services.

Another factor changing supplier relations was the introduction of the just-in-time (JIT) concept. It calls for raw materials and components to reach the production operation in small quantities when they are needed and not before. The benefit of JIT is that inventory-related costs are kept to a minimum. Procurement lots are small and delivery is frequent. As a result, the supplier will have many more process setups, thus becoming a JIT organization itself. The supplier must drastically reduce setup time or its costs will increase. Because there is little or no inventory, the quality of incoming materials must be very good or the production line will be shut down. To be successful, JIT requires exceptional quality and reduced setup times.

The practice of continuous process improvement has also caused many suppliers to develop partnerships with their customers.

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, Line of Sight

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