Soft Customer Standards

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.

Foreign Exchange

An international marketer needs to transact financial transfers across nation lines in order to close deals. The financial transfers from one country to another are made through the medium of foreign exchange.

Foreign exchange is the monetary mechanism by which transactions involving two or more currencies take place. Transacting foreign exchange deals presents two problems. First, each country has its own methods and procedures for effecting foreign exchanges—usually developed by its central bank. The transactions themselves take place through the banking system. Thus, both the methods and procedures of the central bank and commercial banking constraints must be thoroughly understood and followed to compete a foreign exchange transaction.

The second problem involves the fluctuation of  the rates of exchange. Fluctuations in exchange rates are based on the supply and demand of different currencies. The rate of exchange between two countries can fluctuate from day to day. This produces a great deal of uncertainty since a business person cannot know the exact value of foreign obligations and claims.

To appreciate fully the complexities of foreign exchange, a few terms must be understood. Their understanding also will provide a historical perspective on the making of payments across national boundaries. The terms are gold standard, gold exchange standard, gold bullion standard, inconvertible currencies, and hard and soft currencies.

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, and my Lectures.

Organization’s Specific Capabilities

Successful projects are associated with quality performance (proficiency) by one or more key players in the new products operation. A firm’s key players will vary some, depending on strategy, but we usually see the same bunch. First on most lists is technology. But technology does not mean just in research labs. A technology is a system or set of people and things that permit work. A soft drink bottling system is a technology.

In a virtual tie with technology is a bundle of skills in marketing. The needs and desires of the marketplace are an essential input to product innovation. And the end product must be presented to the end user in a way that stimulates trial and adoption. Just as some marketing firms have lacked technical skills, some technical firms have lacked marketing skills.

A new member of the triad is operations/manufacturing—maybe a factory, a laboratory, a set of carpet cleaning franchisees, an actuarial department in an insurance company, or even the legislature in a government. It is where the good or service is prepared or offered. It could be the classroom where this subject is discussed tomorrow. No matter how well designed or marketed, if the organization cannot deliver on the promised product, success cannot be assured. In the best firms today, manufacturing capability begins its development at the very start of the project, and may even be decided in the strategy if that is where the technology strength is located.

There are some other capabilities needed today, though the list is industry dependent. Two skills are moving up the list—human resource management (HRM) and technology (IT). They both relate to how new product projects are being managed today. HRM people are apparently critical in building the inventory of potential team leaders, and in training those selected for this most difficult task. IT people hold the answer to collocation, the physical grouping of teams that contribute so much to a new product project. Their answer: digital collocation, or the virtual collocated team. On a slightly broader plain, IT also permits effective networking, something we will see actually makes the “company within a company: that new products projects become.

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, and my Lectures.

A Healthy Company

A healthy company is like a fine athlete is more than someone who isn’t sick, a healthy company embodies people and practices that combine and coordinate to produce an exceptional performance.


Healthy companies all possess and emanate a certain vitality and spirit. This spirit is not a religious fervor or a mindless cheerleader enthusiasm but a deep feeling of shared humanistic values at the core of the company. These values are the glue that binds healthy, successful employees with healthy, productive workplaces. They influence the way people act and think at all levels of the company and form the foundation for corporate policies and practices. They define roles and responsibilities and dictate hor business decisions are made. These principles are expressed and applied at every turn of the business, from receptionists and loading dock workers, through managers and executives, and into the board of directors.


These values are perpetually interacting, expanding, and contracting like a living entity. Each value depends on and determines the health of the others; sickness or disease that undermines on weakens all; roboustness in one value strengthens all. The values at the heart of a healthy company enable it to continuously grow, evolve, and renew itself, reinforcing what is productive and prositive and sloughing off the unhealthy and unworkable. In short, the causes and effects between values, people, and companies are not linear but circular. Values are the center of the enterprise; they circulate through every cell and artery of a company, and a company and its employees either reinforce healthy values or bring about their decline.


Healthy company values bind people to their organizations. By creating a common language and appealing to principles of dignity, commitment, and growth, these values help to create an identity that connects thousands of people around a shared mission. Suddenly, the traditional hard values of business success and the nontraditional soft values of human development merge into one dream.


This convergence generates a synergy, producing something greater than the sum of their parts—a vital business that lives and breathes a humanistic philosophy, that treats people as more than profit producers, views relationships as more than simply financial contracts, and regards the workplace as more than a setting for business. It is a holistic environment, one that nurtures, stretches, and empowers peple. The result is an organization that optimizes people, principles, and profits.


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, Line of Sight