Indicators of Poor Listening


In the customer service environment, you cannot afford the luxury of failing to listen to your customer. Periodically, you should do a self-check on your listening style to see if you need improvement. If any of the following events occur, you may need to refocus.

  • Customers  specifically request to speak to or be served by someone else.
  • You find yourself missing key details of conversations.
  • You regularly have to ask people to repeat information.
  • You walk away from phone calls or personal encounters not completely knowing what action is required of you.
  • Customers often make statements, such as, “Did you hear what I said?” Are you listening to me?” or “You are not listening.”
  • You find yourself daydreaming or distracted as the customer is speaking.
  • You miss accompanying nonverbal cues sent by the customer as the two of you communicate.

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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Elaborative Creativity


Elaborative creativity is the innovative amplification of a core idea or principle. The difference is between say, staff empowerment as a core belief and its amplification into personnel policies, participative management structures, training programs, and so forth. Elaboration can become innovative when it is creatively contextualized, that is, creatively fitted to the organization’s situation rather than simply borrowed from elsewhere. It can become innovative when it is done participatively, involving various viewpoints and much brainstorming, and the ideas are creatively synthesized. It can become innovative when not just one but several powerful, possibly partially conflicting ideas are fused together to form its basis, such as the ideas of centralization and decentralization, control and authority, or internal entrepreneurship and efficiency. Elaboration can also become innovative when it is periodically reviewed and creatively modified to suit changing circumstances. And it can become innovative when it is benchmarked, not with practices of the leading competitor, but the world’s best practitioners. And not necessarily in the organization’s industry, but in any sector of activity, for then it may reveal gaps that can be bridged only innovatively. When elaboration is made innovative in these ways, it is difficult for others to copy it, and therefore such elaboration confers a competitive advantage on the organization.

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.

Good Maintenance


Good maintenance is fundamental to productive manufacturing system; try running a production line with faulty equipment. Total productive maintenance is keeping the current plant and equipment at its highest productive level through cooperation of all areas of the organization. Generally, the first task is to break down the traditional barriers between maintenance and production personnel so they are working together. Individuals working together without regard to organizational structure, using their skills and ingenuity, have common objective—peak performance or total productivity.

This approach does not mean that such basic techniques as predictive and preventive maintenance are not used; they are essential to building a foundation for successful total productive maintenance environment. Productive maintenance is the process of using data and statistical tools to determine when a piece of equipment will fail, and preventive maintenance is the process of periodically performing activities such as lubrication on the equipment to keep it running.

The total maintenance function should be directed towards the elimination of unplanned equipment and plant maintenance. The objective is to create a system in which all maintenance activities can be planned and not interfere with the production process. Surprise equipment breakdowns should not occur. Before the advent of computer-aided manufacturing, operators in some organizations were responsible for their machines and took a certain pride of ownership. With the help of maintenance technicians, operators spent part of their work time keeping their equipment in good running order. Recent technical advances have given us more tools to perform the maintenance function.

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.

 

Managing the Sales Process


Sales management, most sales managers would agree, is part art and part science. The art of sales management consists of insight into human nature and motivation and sensitivity to the needs of your salespeople, knowing when to cajole, when to praise, when to push, and when to back off.

 There is a great deal however that canm be said about the scientific or the technical aspects of sales management. In particular, there are some important points that need to be made about how sales force automation technology provides important tools for sales managers to control these aspects. In fact, for most sales managers, this could very well be most important.

 A primary determining factor for success in sales is the activity level of salespeople. In other words, sales is a numbers game. Of course, it is true that in any sales force there will be varying skill levels, and there will always by some salespeople who are better than others.but when we say that one salesperson is better than other, what we are really saying is that that individual’s percentages are better, that his or her close ratio is better, that his or her average sale is larger. There is no salesperson who is so terrible that he or she cannot sell anything; there is no salesperson who is so good that he or sher does not strike out periodically. It is all a questio of numbers.

 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