Process Engineering


Although continuous improvement methods are positive starts in many of our organizations, they generally focus on incremental change. Such action—a constant and permanent search to make things better—is intuitively appealing. Many organizations, however, operate in an environment of rapid and dynamic change. As the elements around them change so quickly, a continuous improvement process may keep them behind the times.

The problem with a focus on continuous improvements is that it may provide a false sense of security. It may make organizational members feel as if they are actively doing something positive, which is somewhat true. Unfortunately, ongoing incremental change may prevent a company from facing up to the possibility that what the organization may really need radical or quantum change, referred to as work process engineering. Continuous change may also make employees feel as if they are taking progressive action while, at the same time, avoiding having to implement quantum changes that will threaten certain aspects of organizational life. The incremental approach of continuous improvement, then, may be today’s version of rearranging the deck chairs on the Titanic. It is imperative in today’s business environment that all organizational members consider the challenge that work process engineering may have for their organizational processes. This is because work process engineering can lead to “major gains in cost, service, or time,” as well as an organization in preparing to meet the challenges technology changes foster.

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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Simultaneous Production and Consumption


Whereas most goods are produced first, then sold and consumed, most services are sold first and then produced and consumed simultaneously. A restaurant services cannot be provided until they have been sold, and the dining experience is essentially produced and consumed at the same time. Frequently this also means that the customer is present while the service is being produced and thus views and may even take part in the production process. This also means that frequently customers will interact with each other during the service production process and thus may affect each others’ experiences. For example, strangers seated next to each other in an airplane may well affect the nature of the service experience for each other. That passengers understand this fact is clearly apparent in the way business travelers will often go to great lengths to be sure they are not seated next to families with small children. Another outcome of simultaneous production and consumption is that service producers find themselves playing a role as part of the product itself and as an essential ingredient in the service experience for the consumer.

Because services often are produced and consumed at the same time, mass production is difficult if not possible. The quality of service and customer satisfaction will be highly dependent on what happens in “real time,” including actions of employees and the interactions between employees and customers. Similarly, it is not usually possible to gain significant economies of scale through centralization. Usually operations need to be relatively decentralized so that the service can be delivered to the consumer in convenient locations. Also because of simultaneous production and consumption, the customer is involved in and observes the production process and thus may affect (positively or negatively) the outcome of the service transaction.

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.

 

Nourish your Dream Seed


Think some more about your tomato seed. It is an excellent seed, the soil is well prepared, and you have planted it. But to grow and pay off with good-tasting tomatoes, the seed needs nourishment – sunlight, fertilizers, and water.

Your dream seed also requires nutrition – imagination, encouragement, and ideas – to grow and make you prosper. In the US alone, some two million businesses are started each year but only a small fraction succeeds. In one way or another, neglect is the main reason.

Those who make their dream of financial independence and prosperity grow in a multi-level marketing business. The basic idea – the dream seed has all the potential you need. Other people make it work. People who aren’t any smarter or better than you are.

Once the dream is planted, feed it. Attend seminars. Go to school if necessary. Join trade associations. Talk to successful people. Read.

Let other success-minded people help you. Birds of flock together. That rule always stands. So, if you want to make a large income and accumulate wealth, affiliate with people who are comfortable earning large incomes and who are determined to acquire even more net worth. You become like the people you associate with every day. If your circle of friends is people who are resigned to mediocrity and the whatever-will-be-will be philosophy, in time you will be one of them. Your dream will die, your vision will shrink, and your spiritual death will come.

As you grow your dreams, surround yourself with people who are positive. Positive people want you to win, to achieve, to enjoy the good life, to find genuine satisfaction, and to make a contribution to others.

Negative people want you to accept life as it is, to be content with boredom and mediocrity, to be satisfied with a small income, and to miss out on the rewards that come from helping others.

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.

 

Behavioral Consequences


From behavior of people within an organization come such important consequences as productivity, satisfaction, and revitalization. Productivity refers to the quality and quantity of products and/or services, i.e., the output (in relation to inputs) that is ostensibly the organization’s logical or formal purpose. Satisfaction refers to the positive feelings of the people in a group about themselves and their situation. How much of what kind of satisfaction are they getting? Revitalization refers to the increased ability to cope with and adapt to changes in both the internal and external environments. For the individual this includes growth, in terms of emotional health or skill or learning of various kinds. For the social system in which individuals behave, it means the capacity to change internally to permit more productivity and/or satisfaction in the long run.

Productivity, satisfaction and revitalization are collectively referred as collectiveness. This term implies that to be effective a system must purchase all three. The complexity imposed by these multiple criteria for effectiveness demolishes any meaningful idea of maximizing effectiveness—at best, an organization can only approach an optimization of these criteria. The components of effectiveness may be viewed from the vantage point of any of the principal entities; namely, the individual, group, and organization. The consequences of behavior may vary by entity and category.

A second major behavioral consequence of importance to small groups is cohesiveness. By cohesiveness  is meant the tightness of the inter-personal bonds that hold a group together. Cohesiveness and effectiveness are essentially different concepts.

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.

 

Post-sale Customer Loyalty


Maintaining the loyalty of major current customers can be crucial for improving a business’s profitability as its markets mature. Loyal customers become more profitable over time. The firm not only avoids the high costs associated with acquiring a new customer, but it typically  benefits because loyal customers a) tend to concentrate their purchases, thus leading to larger volumes and lower selling  and distribution costs, b) provide positive word-of-mouth and customer referrals, and c) may be willing to pay premium prices for the value they receive.

Periodic measurement of customer satisfaction is important, then, because a dissatisfied customer is unlikely to remain loyal to a company over time. Unfortunately, however, the corollary is not always true. Customers who describe themselves as satisfied are not necessarily loyal. Indeed, 60 to 80 percent of customer defectors in most businesses are “satisfied” or “very satisfied” before their defection. In the interim, perhaps, competitors improved their offerings, the customers requirements changed, or other environmental factors shifted. Businesses that measure customer satisfaction should be commended, but urged not to stop there. Satisfaction measures need to be supplemented with examinations of customer behavior, such as measures of the annual retention rate, frequency for purchases, and the percentage of a customer’s total purchases captured by the firm.

Defecting customers should be studied in detail to discover why the firm failed to provide sufficient value to retain their loyalty. Such failures often provide more valuable information than satisfaction measures because they stand out as a clear, understandable message  telling the organization exactly where improvements are needed..

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.

 

Generating Meaningful Response from Customers


To generate meaningful response from customers, you must be conscious of the following points:

  1. Avoid Criticism: Don’t appear critical in the way you ask questions. Nonverbal messages delivered via tone or body language can change the meaning of your spoken words from positive to negative.
  2. Ask only positively phrased questions: You can ask for the same information in different ways, some more positive than others.
  3. Ask direct questions: You generally get what you ask for. Therefore, being very specific with your request for information can often result in more useful information. It can also save time and effort.
  4. Ask customers what you can do to better serve them: There is no better or easier way to find out what customers want and expect than to ask. They will appreciate it and you’ll do a better job serving them.

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.

 

Independent Thinking


All employees are challenged to use their individual minds to their optimum to make rational decisions. In this context, each of us is responsible for what we do and who we are. In addition, creativity is strongly encouraged and only possible with independent thought.

We learn a great deal from each other. Teamwork is important. However each of us thinks alone. Our minds are not physically connected. In this regard, each of us must be willing to make an independent judgment of the facts based on our capacity to think logically. Just because the “crowd” says it so, does not make it so.

In this context, each of us is responsible for our own actions. Each of us is responsible for our personal success or failure, i.e., it is not the bank’s fault if someone does not achieve his objectives.

All human progress by definition is based on creativity, because creativity is the source of positive change. Creativity is only possible to an independent thinker. Creativity is not about just doing something different. It is about doing something better. To be better, the new method/process must be judged by its impact on the whole organization, and as to whether it contributes to the accomplishment of the mission.

There is an infinite opportunity for each of us to do whatever we do better. A significant aspect of the self-fulfillment which work can provide comes from creative thoughts and action.

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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