Not all customer priorities can be counted, timed, or observed through audits. As Einstein once said, “Not everything that counts can be counted, and not everything that can be counted, counts.” Understanding and knowing the customer is not a customer priority that a standard that counts, times, or observes employees can adequately capture. In contrast to hard measures, soft measures are those that must be documented using perceptual measures. We call the second category of customer-defined standards soft standards and measures because they are opinion-based measures that cannot be observed and must be collected by talking to customers, employees, or others. Soft standards provide direction, guidance, and feedback to employees in ways to achieve customer satisfaction and can be quantified by measuring customer perceptions and beliefs. These are especially important for person-to-person interactions such as the selling process and the delivery process for professional services.
Soft Customer Standards
22 Oct 2013 Leave a comment
in 21st Century Corporate Strategy Tags: achieve, adequate, audit, base, belief, call, cannot be observe, capture, category, collect, contrast, count, Customer, define, delivery, direction, document, Einstein, employee, especially, feedback, guidance, hard, important, interaction, know, measure, observe, opinion, perception, perceptual, person, priority, process, profession, provide, quantify, satisfaction, second, sell, service, soft, standard, talk, time, understand, Use, way
Selection of Dealers
06 Sep 2013 Leave a comment
in 21st Century Corporate Strategy Tags: able, advertise, ambience, appoint, appointment, area, around, ask, authenticity, basis, before, both, branch, business, capability, city, claim, company, competency, concentrate, contact, criteria, Customer, deal, dealer, delivery, depend, deposit, done, dues, education, elect, expect, experience, feedback, felt, financial, floor, following, form, future, godown, group, handle, handling, hold, important, include, interest, locality, locate, location, major, manager, manpower, market, Marketing, month, most, motor, need, network, new, obtain, outlet, overall, pay, person, potential, present, Product, pump, qualification, Quality, quantity, reputation, require, rough, Sales, security, seen, selection, sell, serve, service, society, sought, space, spread, stock, store, strength, sufficient, target, technical, term, thing, through, time, town, type, Use, whether, word, work, workforce
- The company does not advertise for new dealers. Whenever the need to appoint a new dealer for an area is felt the word is spread around. This is being used as the type of dealer who sell pumps and motors are mostly concentrated in a locality in every town or city
- The interested dealers are asked to present before the branch manager and the group marketing manager as to how they would be able to serve the company
- The selection is then done on the basis of following criteria:
- Financial Strength: The capability of the dealer to be able to hold sufficient stock as per the potential of the area, both in the present and in the future, and whether he will be able to pay the companies dues in time.
- Manpower: the strength of the workforce for handling sales, delivery, store handling, after sales service etc. the quality of the workforce in terms of educational qualifications, technical competency, and experience is also seen.
- Contacts: As the business for these types of products is done on the basis of contacts that form a major basis for selection and include the present customers of the dealers, experience in dealing with such customers, and overall contacts in the society
- Floor space: Depending on the quantity of products to be stocked for the targeted sales, the floor space of the godown should be sufficient and located close to the market
- Location: Location and ambiance of the outlet are not important.
- Feedback from the market is obtained through the market network and the present dealer network. The feedback is sought for things like authenticity of the claims and the reputation of the person to be appointed.
- Appointment is given to the elected dealers after they give a security deposit. Every dealer is required to make a deposit with the company, which works out to roughly around three months of expected sales.
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.
Non-traditional Marketing
02 May 2013 Leave a comment
in Non-traditional Marketing Tags: activity, appeal, application, beyond, boundary, broaden, broader, category, cause, diverse, encompass, event, far, focus, generic, group, individual, instance, major, Marketing, Non-traditional, not-for-profit, Organization, person, place, profit, sector, seek, traditional, turn
As marketing was turned to a generic activity, its application broadened far beyond its traditional boundaries. Broader appeals focus on causes, events, individuals, organizations and places is in the not-for-profit sector. In other instances, they encompass diverse groups of profit-seeking individuals, activities, and organizations. There are five major categories of non-traditional marketing: person marketing, place marketing, cause marketing, event marketing, and organization marketing.
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.
Job Rotation
13 Nov 2012 Leave a comment
in Job Rotation Tags: ability, actual, broaden, business, college, common, department, discover, full, graduate, involve, job, learn, management, mean, month, move, observer, operation, part, person, prefer, recent, rotation, several, spend, test, trainee, understanding
Job rotation means moving management trainees from department to department to broaden their understanding of all parts of the business and to test their abilities. The trainee—often a recent college graduate—may spend several months in each department. The person may just be an observer in each department, but more commonly gets fully involved in its operations. The trainee thus learns the department’s business by actually doing it while discovering what jobs he or she prefers.
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.
Synthesis of Two Sciences
25 Jul 2012 Leave a comment
in Synthesis of Two Sciences Tags: application, approval, benefit, biological, biometrics, card, coat, compare, computer, confirmation, contain, credit card, digitalize, eligibility, enable, evolution, fast, field, file, finger, fingerprint, foolproof, healthcare, identification, imaging, impression, individual, ink, instantaneous, integrate, involve, know, knowledge, laboratory, match, method, occur, owner, paper, past, person, place, possible, procedure, receive, reduce, researcher, scanner, science, scientist, screen, search, speed, step, surface, synthesis, technology, thousand, welfare
Biometrics is a field that integrates biological science and computer science. One application of this new field of knowledge involves identification procedures. Scientists know that no two persons have the same fingerprint. This makes fingerprints a nearly foolproof method of identification. In the past, an individual’s fingers were coated with ink, and impressions were made on paper, then compared with impressions made by others. Laboratories kept files containing thousands of fingerprints. In time, computers enabled researchers to digitalize fingerprints and reduce them on computer screens. This enabled searches to occur much faster once fingerprints were on the file. Biometrics has now made possible the next step in this evolution of identification science. New scanners enable a person to place his or her finger on an imaging surface and instantaneously receive confirmation that the fingerprint matched that of the owner of an identification card. This technology of identification has been used to speed healthcare identification, eligibility for welfare benefits, and credit-card approvals.
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.
People and Jigsaw Puzzles
18 Jun 2012 Leave a comment
in People and Jigsaw Puzzles Tags: alike, assemble, attribute, certain, characteristic, compose, essence, exact, fit, form, jigsaw, manner, particular, People, person, picture, piece, puzzle, represent, resemble, set, unique, various, whole
People are like jigsaw puzzles. Just as a puzzle is a picture assembled by putting various pieces together in a certain way, a person is composed of various attributes fitted together in a particular manner. And just as puzzles have pieces that fit together to form a whole, each of us has a unique set of attributes, or characteristics, that together represent the essence of who we are. Furthermore, although a person may resemble some people more than others, no two persons are exactly alike.
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.