18 Feb 2011
by Asif J. Mir
in Constitution of Service Sector
Tags: accounting, agency, amusement, architectural, art, auto, automotive, banking, beauty, botanical, business, camp, car, care, carnival, carpet, childcare, chiropractor, circus, civic, cleaning, club, collection, commercial, comprise, computer, constitution, consulting, correspondence, course, dance, data, dental, dentist, design, detective, diaper, Distribution, drive-in, educational, employment, engineering, equipment, estate, exhaust, exterminate, fair, family, financial, firm, follow, funeral, gallery, garage, garden, golf, hall, health, home, hotel, house, ice-skating, industry, insurance, interior, investment, job, lab, laundry, legal, library, linen, lodging, lot, management, medical, membership, miscellaneous, motion, museum, nursery, orchestra, Organization, paint, park, parking, personal, photographic, photography, physician, picture, place, pool, preparation, processing, production, programming, public, R&D, race, radio, real, recreation, relation, rental, repair, retread, reuphoistery, rink, rooming, school, secretarial, sector, selected, septic, service, sharpen, shoe, shop, site, social, sporting, studios, supply, survey, swimming, system, tank, tax, television, theater, tire, track, trailer, Training, transient, transmission, truck, utilities, wash, watch, welding, window, zoological
Service sector comprises following services:
Lodging Services
Hotels, rooming houses, and other lodging places
Sporting and recreation camps
Trailering parks and camp sites for transients
Personal Services
Laundries
Childcare
Linen supply
Shoe repair
Diaper service
Funeral homes
Carpet cleaning
Tax preparation
Photographic studios
Beauty shops
Health clubs
Business Services
Accounting
Exterminating
Agencies
Employment agencies
Collection agencies
Computer programming
Commercial photography
R&D labs
Commercial art
Secretarial services
Management services
Window cleaning
Public relations
Consulting
Detective agencies
Equipment rental
Interior design
Automotive Repair Services and Garages
Auto rental
Tire retreading
Truck rental
Exhaust system shops
Parking lots
Car washes
Paint shops
Transmission repair
Motion Picture Industry
Production
Theaters
Distribution
Drive-ins
Amusement and Recreation Services
Dance halls
Race tracks
Orchestras
Golf courses
Pool halls
Amusement parks
Carnivals
Fairs
Ice-skating rinks
Botanical gardens
Circuses
Swimming pools
Health Services
Physicians
Nursery care
Dentists
Medical labs
Chiropractors
Dental labs
Legal Services
Educational Services
Libraries
Correspondence schools
Schools
Data processing schools
Social Services
Child care
Family services
Job training
Non-commercial Museums, Art Galleries, and Botanical & Zoological Gardens
Selected Membership Organizations
Business associations
Civic associations
Financial Services
Banking
Investment firms
Insurance
Real estate agencies
Miscellaneous Repair Services
Radio and television
Welding
Watch
Sharpening
Reuphoistery
Septic tank cleaning
Architectural
Surveying
Engineering
Utilities
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.
15 Jun 2010
by Asif J. Mir
in Improving Quality
Tags: AAA, ability, absolutely, accessibility, accordingly, achieve, activity, advertise, align, although, area, attitude, attribute, avoid, award, base, basic, basis, Behavior, benchmark, benefit, best practices, bias, Bonus, break, build, bundle, burnout, business, car, clear, club, commitment, communicate, company, competent, complete, contact, control, cooperation, create, credibility, criteria, critical, crucial, current, Customer, cycle, define, definition, deliver, delivery, design, determinant, determine, develop, Development, different, display, eat, effort, employee, entire, episode, exceed, excellence, exercise, experience, fix, flexibility, focus, follow, food, function, fundamental, gold, guideline, hassle-free, healthy, help, Hertz #1, hotel, immediate, importance, important, improve, improvement, incorporate, influence, isolate, job, learn, life, long-term, lot, major, manage, map, market, Marketing, maximize, measure, measurement, meet, message, metrics, Mobil Oil, moment, month, motor, move, nature, need, nominal, occur, offer, opportunity, order, Organization, outcome, outward, perception, person, Personnel, pin, plaque, play, point, positive, prefer, premium, problem, process, processing, Product, professionalism, program, promote, proper, property, provide, Quality, quick, quota, rather, rating, recommendation, recovery, regularly, reinforce, relative, reliability, remember, rental, representation, reputation, respond, restaurant, result, reward, Role, Sales, salesperson, satisfaction, scenario, see, seek, selection, send, sequence, series, serious, service, show, significant, specific, strict, Structure, superior, support, target, teamwork, term, thing, think, time, together, tool, total, train, Training, traveler, triangle, truly, trustworthiness, truth, ultimately, uncover, Value, value added, variation, various, visualize, vitamin, voice, wait, way, worker
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.
06 Oct 2009
by Asif J. Mir
in Franchising
Tags: advantage, business, commitment, common, company, country, expand, fast food, firm, follow, franchise, Franchising, grant, guideline, hotel, investment, licensing, limited, maintain, manner, manufacturer, money, parent, party, physical, plant, prescribe, problem, Quality, relative, rental, restaurant, right, service, strict, substantial, tend, time
Franchising is the granting of a right by parent company to another firm to do business in a prescribed manner. It is similar to licensing, but it usually requires both parties to make a greater commitment of time and money. A franchise must generally follow strict guidelines in running the business and make substantial investments in a physical plant (such as a fast-food restaurant). In addition, whereas licensing tends to be limited to manufacturers, franchising is more common among service firms such as restaurants. Hotels, and rental services.
The advantages of franchasing are similar to licensing: it’s a quick and relatively low-cast way for a firm to expand into other countries. However, maintaining quality can be a problem.
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
21 Mar 2009
by Asif J. Mir
in Leveraging better Payment Terms
Tags: abruptly, achieve, aggravation, always, arrangement, asset, assume, balance, bankruptcy, bargaining chips, better, brink, building, business, circumstance, company, competitor, condition, conserve, costs, create, creditor, crisis, critical, debtor, defensive, deferred, detrimental, develop, driver, easier, Ego, entrepreneur, evicted, expense, extended, failure, focre, forced, formal, gain, grant, higher, house, income, landlord, lease, legal, lessor, leverage, liquidate, list, material, monthly, negotiate, negotiating, party, payment, payroll, period, ploy, position, precaution, price, priority, Product, reasonable, recalcitrant, receive, rental, safeguard, seat, secret, sell, situation, successful, supplier, terms, threat, trade-off, ultimate, uncommon, up front, vanish
Negotiating better payment terms is always easier if a company has some bargaining chips. The party with the most to lose or the most to gain is always on the defensive; therefore, the secret to successful negotiating is to develop leverage that forces the other party into one or the other of these positions. Other than not meeting payroll, only two conditions might create circumstances more detrimental to a company on the brink of failure than to a creator: (1) being evicted from the building that houses the business, and (2) not receiving critical materials and services to keep the business going.
Not much can be done about either situation. A business must be housed, and it must have materials and services to make and sell products. That’s why landlords and critical suppliers top the payment priority list. Some leverage can be achieved, however. Most lessors would rather work out an extended payment arrangement than go to the expense and aggravation of a formal eviction. As long as the renter’s market holds, deferring rent payments for at least several months should be a real possibility. That’s not a permanent solution, but it does provide some breathing space.
It might be possible to leverage critical suppliers to gain better terms. The threat to go to a competitor usually brings even the most recalcitrant supplier to terms. In most cases, a supplier has more to lose (the overdue amounts plus legal costs to sue) or gain (future sales) than a debtor company does. At least making suppliers think that’s the case is good negotiating ploy.
Assuming that you have taken reasonable precautions to safeguard your personal assets, the worst thing that can happen is that you will be forced to liquidate the business. Granted, this can be a blow to any entrepreneur’s ego. It might also reduce personal income for a while, however, once the liquidation is over, you can always begin again. As long as creditors believe that they have the most to lose, you’re in driver’s seat. The ultimate creditors’ threat is to force the company into bankruptcy. By making it clear that this won’t hurt and that other plans for the future are in the works anyway, such leverage vanishes abruptly.
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 contact www.asifjmir.com, Line of Sight