Program words of wisdom:-Kacak5 Management
SV sees a gorgeous girl at a party.
He goes up to her and says: "I am very rich. Marry me!"
That's Direct Marketing.
Mz sees a gorgeous girl at a party.
One of his loyal friends goes up to her and pointing at Mz and says: "He's very rich. Marry him!"That's Advertising.
K.T. sees a gorgeous girl at a party.
He goes up to her and gets her telephone number.
The next day, he calls and says: "Hi, I'm very rich. Marry me!
"That's Telemarketing.
K is at a party and sees a gorgeous girl.
He gets up and straightens his tie, walks up to her and pours her a drink, he opens the door (of the car) for her, picks up her bag aftershe drops it, offers her ride and then says:"By the way, I'm rich.
Will you Marry Me?
"That's Public Relations.
RBee is at a party and sees a gorgeous girl. The girl walks up to him and says:"You are very rich!
Can you marry me?
"That's Brand Recognition.
SH sees a gorgeous girl at a party.
He goes up to her and says: "I am very rich. Marry me!
"She gives SH a tight and hard slap on his face. That's Program Management Feedback received.
Not satisfied, SH goes to see another gorgeous girl at a party.
He goes up to her and says: "I am very rich.
Marry me!
"And she introduces Hamid, her husband.
That's Demand and Supply gap.
A sees a gorgeous girl at a party.
He goes up to her and before he can say anything,another person comes and tells her: "I'm rich. Will you marry me?"
And she goes with him.
That's competition eating into your market share.
And finally N sees a gorgeous girl at a party.
He goes up to her and before he can say: "I'm rich, Marry me!" R arrives.
That's restriction for entering new market. R leaves.
N tells the gorgeous girl, "No need to marry. Let's just have a good time to produce."
That's sampling.
Have a nice day!
Sunday, 6 June 2010
Sunday, 16 May 2010
Program Watch dog?
Program words of wisdom:-Kacak5 Management
It is said that the Program Management is a watch dog of a company's business. We looked after the business, sales and welfare of a company's business well being. In my over 20 years in this occupation, I had met various kinds of watch dogs by the way they manage their activities.
Barking Dog
This Program Manager literally barks to let the whole world knows an intruder (a problem) is in the vicinity but does nothing much in solving the problem. Yes, he may let the owner (boss) knows he is working something and by sheer default, the intruder (problem) walks away. So the boss thinks he is a very good worker, up on his feet to solve the problem that occur again and again. Other dogs might be the real problem solver, but barking dog skillfully saps the credit. The boss often fixes the problem for barking dogs. Barking dog attracted the attention from the owner, neighbor, bosses, everybody like he is working super real hard fixing many problems (intruders). After making his presence known, he enjoys big bonus, rated an “A” employee and was even promoted!
Sleeping Dog.
Have you heard of a proverb "still water runs deep", well this dog do look like he is sleeping, so the owner thought he is not working. When he bites, he bites real badly such that the intruder (the problem" does not come again. It's a permanent fix.......so it looks like he is not working. He spend lots of time in the cafeteria actually discussing & fixing problems but looks like he is doing nothing but eating and drinking.
Growling Dog.
An unhappy growling Program Manager that seems to have a heavy burden that keeps piling -up. He does not know how to solve problem fast, complains everything and plays with the problem. He could be perceived as a hardworking manager working late unhappily trying to solve problems that never ends. The owner (boss) thinks he is overloaded due to the nature of the business he manages.
Stealth Dog.
Like the Stealth Aircraft, this Program Manager fly below management radar and does not seems to have any workload, worries or problem to solve. It is strange but it does exist. We would be wondering how he manages the Program. Secretly, he works fast, fix problems permanently real quick and accurate. He does not have back-log and is always a head of the pack with almost no outstanding issues. To the boss, this dog is lucky to get a very easy customer and boss does not know what stealth dog is doing. Try swapping Stealth dog's customer S with the barking dog's customer B and the same work method is seen. The barking dog still barks loud & like crazy when he manages the swapped customer S that was initially smooth sailing by Stealth dog.
Tai Chi Dog.
Yes, we do have Tai Chi Dog who is verbally advance in communication such that he is able to blame anybody for whatever problems that occur (often the other party just gave-up arguing). Even a Program Management owned responsibility if he fails to perform well will always have some solid case due to other party and that cause him to fail. He uses MANAGEMENT = getting work done thru' others.
Scrape Dog (the Fall Guy)
During my younger days, a Taiwan CEO frequently does decision errors such that somebody must take the bullet. A job vacancy was created in Program Management for this "victim". He was paid a full salary; CEO will explain the problem to him before the show. He called the whole department and sometimes evens the customer. The whole acting of scolding and reprimanding the "victim" takes place. We do know this "victim" was not the originator. Strangely, this scrape dog gets no warning letter, enjoys big bonus and was even promoted!
What kind of dog are you?
It is said that the Program Management is a watch dog of a company's business. We looked after the business, sales and welfare of a company's business well being. In my over 20 years in this occupation, I had met various kinds of watch dogs by the way they manage their activities.
Barking Dog
This Program Manager literally barks to let the whole world knows an intruder (a problem) is in the vicinity but does nothing much in solving the problem. Yes, he may let the owner (boss) knows he is working something and by sheer default, the intruder (problem) walks away. So the boss thinks he is a very good worker, up on his feet to solve the problem that occur again and again. Other dogs might be the real problem solver, but barking dog skillfully saps the credit. The boss often fixes the problem for barking dogs. Barking dog attracted the attention from the owner, neighbor, bosses, everybody like he is working super real hard fixing many problems (intruders). After making his presence known, he enjoys big bonus, rated an “A” employee and was even promoted!
Sleeping Dog.
Have you heard of a proverb "still water runs deep", well this dog do look like he is sleeping, so the owner thought he is not working. When he bites, he bites real badly such that the intruder (the problem" does not come again. It's a permanent fix.......so it looks like he is not working. He spend lots of time in the cafeteria actually discussing & fixing problems but looks like he is doing nothing but eating and drinking.
Growling Dog.
An unhappy growling Program Manager that seems to have a heavy burden that keeps piling -up. He does not know how to solve problem fast, complains everything and plays with the problem. He could be perceived as a hardworking manager working late unhappily trying to solve problems that never ends. The owner (boss) thinks he is overloaded due to the nature of the business he manages.
Stealth Dog.
Like the Stealth Aircraft, this Program Manager fly below management radar and does not seems to have any workload, worries or problem to solve. It is strange but it does exist. We would be wondering how he manages the Program. Secretly, he works fast, fix problems permanently real quick and accurate. He does not have back-log and is always a head of the pack with almost no outstanding issues. To the boss, this dog is lucky to get a very easy customer and boss does not know what stealth dog is doing. Try swapping Stealth dog's customer S with the barking dog's customer B and the same work method is seen. The barking dog still barks loud & like crazy when he manages the swapped customer S that was initially smooth sailing by Stealth dog.
Tai Chi Dog.
Yes, we do have Tai Chi Dog who is verbally advance in communication such that he is able to blame anybody for whatever problems that occur (often the other party just gave-up arguing). Even a Program Management owned responsibility if he fails to perform well will always have some solid case due to other party and that cause him to fail. He uses MANAGEMENT = getting work done thru' others.
Scrape Dog (the Fall Guy)
During my younger days, a Taiwan CEO frequently does decision errors such that somebody must take the bullet. A job vacancy was created in Program Management for this "victim". He was paid a full salary; CEO will explain the problem to him before the show. He called the whole department and sometimes evens the customer. The whole acting of scolding and reprimanding the "victim" takes place. We do know this "victim" was not the originator. Strangely, this scrape dog gets no warning letter, enjoys big bonus and was even promoted!
What kind of dog are you?
Thursday, 28 January 2010
Program Navigational Tips
Program words of wisdom:-
Success does not consist in never making blunders, but in never making the same one a second time.
Be agile and sure-footed. It's really all about self-confidence. Overcome your fear of heights; you just might succeed beyond your wildest expectations!
Be resourceful and expect some occasional rain. Don't let wet weather dampen your spirits. The sun will soon shine again.
Smile, grin and laugh a lot. Doing so alters your biochemical balance and enhances your physical and mental health.Kacak5 Management
Friday, 22 January 2010
Give Credit when it's due
Program words of wisdom:-
"Feedback is the breakfast of champions." To perform well, we need feedback to ensure we are on the right track of progress regardless it's positive or negative.
Frequent communication---- not the yearly appraisal -----is the answer to managing a staff performance in your Program Team.
The brutal truth is everybody (or at least 80%) honestly believe they did their best and their performance to be in the top quartile!
- Constant communication and feedback about performance and praise good work to ensure goals are clear and expectation understood
- Performance management is everyday.
- Provide positive and constructive feedback to be specific and reinforcing your requirement. Never negative and critical.
- 2 way performance review and encourage staff to do most of the talking if possible.
- encourage a policy of "No Surprises". Any performance problems should be honestly dealt with immediately
- Build good relationship by delivering what you say you could. Trust is earned.
- Analyse problem, not personality, so keep them separate. You will hate some and like some people.
- Judge on the overall performance, not on some specific incidences.
- Be prepared with facts to resolve.
-Start with his strengths, encourage where deserved and move gradually to the problem area.
- Follow-up what you wanted.
Kacak5 Management
"Feedback is the breakfast of champions." To perform well, we need feedback to ensure we are on the right track of progress regardless it's positive or negative.
Frequent communication---- not the yearly appraisal -----is the answer to managing a staff performance in your Program Team.
The brutal truth is everybody (or at least 80%) honestly believe they did their best and their performance to be in the top quartile!
- Constant communication and feedback about performance and praise good work to ensure goals are clear and expectation understood
- Performance management is everyday.
- Provide positive and constructive feedback to be specific and reinforcing your requirement. Never negative and critical.
- 2 way performance review and encourage staff to do most of the talking if possible.
- encourage a policy of "No Surprises". Any performance problems should be honestly dealt with immediately
- Build good relationship by delivering what you say you could. Trust is earned.
- Analyse problem, not personality, so keep them separate. You will hate some and like some people.
- Judge on the overall performance, not on some specific incidences.
- Be prepared with facts to resolve.
-Start with his strengths, encourage where deserved and move gradually to the problem area.
- Follow-up what you wanted.
Kacak5 Management
Tuesday, 19 January 2010
7 wonders of the world
Program words of wisdom:-
Success is the sum of small efforts, repeated day in and day out.
Junior high school students in Chicago were studying the Seven Wonders of the World. At the end of the lesson, the students were asked to list what they considered to be the Seven Wonders of the World. Though there was some disagreement, the following received the most votes:
1. Egypt's Great Pyramids
2. The Taj Mahal in India
3. The Grand Canyon in Arizona
4. The Panama Canal
5. The Empire State Building
6. St. Peter's Basilica
7. China's Great Wall
While gathering the votes, the teacher noted that one student, a quiet girl, hadn't turned in her paper yet. So she asked the girl if she was having trouble with her list. The quiet girl replied, "Yes, a little. I couldn't quite make up my mind because there were so many." The teacher said, "Well, tell us what you have, and maybe we can help."
The girl hesitated, then read, "I think the Seven Wonders of the World are:
1. to touch...
2. to taste...
3. to see...
4. to hear... (She hesitated a little, and then added...)
5. to feel...
6. to laugh...
7. and to love.
The room was so quiet, you could have heard a pin drop.
May this story serve as a gentle reminder to all of us that the things we overlook as simple and ordinary are often the most wonderful - and we don't have to travel anywhere special to experience them.
Enjoy your gifts!
Kacak5 Management
Success is the sum of small efforts, repeated day in and day out.
Junior high school students in Chicago were studying the Seven Wonders of the World. At the end of the lesson, the students were asked to list what they considered to be the Seven Wonders of the World. Though there was some disagreement, the following received the most votes:
1. Egypt's Great Pyramids
2. The Taj Mahal in India
3. The Grand Canyon in Arizona
4. The Panama Canal
5. The Empire State Building
6. St. Peter's Basilica
7. China's Great Wall
While gathering the votes, the teacher noted that one student, a quiet girl, hadn't turned in her paper yet. So she asked the girl if she was having trouble with her list. The quiet girl replied, "Yes, a little. I couldn't quite make up my mind because there were so many." The teacher said, "Well, tell us what you have, and maybe we can help."
The girl hesitated, then read, "I think the Seven Wonders of the World are:
1. to touch...
2. to taste...
3. to see...
4. to hear... (She hesitated a little, and then added...)
5. to feel...
6. to laugh...
7. and to love.
The room was so quiet, you could have heard a pin drop.
May this story serve as a gentle reminder to all of us that the things we overlook as simple and ordinary are often the most wonderful - and we don't have to travel anywhere special to experience them.
Enjoy your gifts!
Kacak5 Management
Friday, 8 January 2010
10 tips to successful Program Management
Program words of wisdom:-
Never takes short-cuts and assume things will resolve by itself.
Kacak5 Management
Never takes short-cuts and assume things will resolve by itself.
To arrive at an answer, we only have to look at the most common mistakes a Program Manager (PM) can make.
1. PM don’t have the necessary expertise to execute on a specialized technology Program. The PM, especially in technology where there are so many moving parts, MUST have experience in a similar if not exact Program as the one he has been assigned. Without that experience the Program teams, and the stakeholders, will be led astray throughout the course of the Program, which will lead to turmoil within the Program team. Scope creep, that is uncontrolled changes in the scope of the Program, will result.
2. Communication is more then a weekly teleconference. PM have a tendency to rely on weekly teleconference calls to communicate the progress and discuss the hurdles the Program is currently facing. Unfortunately, often members of the team who are facing hurdles may have lost direction on their assigned tasks between conference calls. They may even not be aligned with the general thrust of where the Program is supposed to be headed. It is imperative that communication be constant, open, and honest.
3. You are the commander! Two futures face up as PM: you will either become the hero, or the captain who went down with his ship. You must have the necessary experience to ascertain any and all challenges your Program team can possibly face; that experience, coupled with constant communication, will inspire your team to follow you through thick and thin. However, if you dictate direction rather then to rely on your team’s expertise, you are doomed.
4. Openly Managers your client’s expectations. You will fail is you assume everyone is on the same page. This can happen due to a lack of communication or just simply because you believe everyone is managing their tasks as expected. Even your clients (the stakeholders) need to understand the process and which phase you are in within the Program. Even better, it is important that the stakeholders understand and agree to each part of the Program before it begins. This can become complicated if there are two PM (one client and one vendor) managing the Program, each from their different perspectives. Both PM need to be in agreement not only with all phases of the Program, but must sign off on a complete task plan.
5. You must be a leader! You must influence each Program member to ensure that he or she completes their task on time. You must also extend your leadership capabilities to the stakeholders as well: They need to feel confident of your confidence to successfully complete the Program. There is no room for indecision: Do your homework. Find out where the risks within your Program team are what the day-to-day risks to your Program lie. Without leadership skills, you will not be able to overcome any challenges facing your Program. A classic warning sign that you lack of leadership is directing blame at team members usually without cause.
6. Vendor certification is not a guarantee that you or your Program will succeed. Certification does show competency in the understanding of the methodology of Program Management, but relying on that solely is a no-no.
7. No input from stakeholders and/or Program team. Rely on the knowledge inherent within your team. Constantly circle back to them throughout all phases of the Program to ensure they are involved, and therefore automatically engaged.
8. Lack of the required documentation. I have seen my share of Programs where even the Program charter hasn’t even been signed off by the stakeholders before Program initiation. Make sure all documentation is in-line with your Program Management methodology of choice to ensure your Program team is covered in terms of deliverables, and expectations.
9. Managers Program risks constantly. Risk can occur at anytime within the Program, and your experience in similar Programs will trigger when risk is imminent and when corrective or risk adherence is required. Ensure you stay on top of the game, keep your feelers out there, and understand that even the littlest thing can turn into a big thing if not properly managed.
10. Contingency. Rarely does a Program close on-time and on budget. Plan for contingencies and ensure you have your documentation at the ready so your stakeholders understand what is happening. Be ready to both defend your and your Program team’s performance, and explain why more time, resources, or capital is required.
A best in class PM is hard to come by but I have had the pleasure of working with quite a few in my years in the technology industry. A great PM is not afraid to take one on the chin from time to time, never deflecting blame to a team member. But most of all they lead the team to a successful Program closure.
Being a PM is not easy, but you can make it better for everyone by taking some of these simple tips to ensure tremendous success in the future.
Kacak5 Management
Wednesday, 6 January 2010
Jokes:- MeN aRe JuST HaPPieR PeoPLe
Program words of wisdom:-
Program Mangement are for women who have a sense of humor and who can handle it... and to the men who will enjoy the lighter side of it.
I know some ladies might be throwing rotten tomatoes at me...but with due respect, much as I hate to admit it, it is true that men are just happier because of the way they look at life, themselves and others. Here are some examples...
NICKNAMES
If Laura, Kate and Sarah go out for lunch, they will call each other Laura, Kate and Sarah. If Mike, Dave and John go out, they will affectionately refer to each other as Fat Boy, Godzilla and Four-eyes.
EATING OUT
When the bill arrives, Mike, Dave and John will each throw in $20, even though it's only for $32.50. None of them will have anything smaller and none will actually admit they want change back.When the girls get their bill, out come the pocket calculators.
MONEY
A man will pay $2 for a $1 item he needs. A woman will pay $1 for a $2 item that shedoesn't need but it's on sale.
BATHROOMS
A man has seven items in his bathroom: toothbrush and toothpaste, shaving cream, razor, a bar of soap, shampoo and a towel. The average number of items in the typicalwoman's bathroom is 337. A man would not be able to identify more than 20 of these items.
ARGUMENTS
A woman has the last word in any argument. Anything a man says after that is the beginning of a new argument.
FUTURE
A woman worries about the future until she gets a husband. A man never worries about the future until he gets a wife.
MONEY
A woman insist, "What is mine is mine only and what is his is also mine!". A man will just give what his wife wants.
SUCCESS
A successful man is one who makes more money than his wife can spend. A successful woman is one who can find such a man.
MARRIAGE
A woman marries a man expecting he will change, but he doesn't. A man marries a woman expecting that she won't change, but she does.
DRESSING UP
A woman will dress up to go shopping, water the plants, empty the trash, answer the phone, read a book, and get the mail. A man will dress up for weddings and football.
NATURAL
Men wake up as good-looking as they went to bed. Women somehow deteriorate during the night.
OFFSPRING
Ah, children. A woman knows all about her children. She knows about dentist appointments and romances, best friends, favourite foods, secret fears and hopes and dreams. A man is vaguely aware of what some short people living in the house likes.
THOUGHT FOR THE DAY
A married man should forget his mistakes. There's no use in two people remembering the same thing!
Kacak5 Management
Program Mangement are for women who have a sense of humor and who can handle it... and to the men who will enjoy the lighter side of it.
I know some ladies might be throwing rotten tomatoes at me...but with due respect, much as I hate to admit it, it is true that men are just happier because of the way they look at life, themselves and others. Here are some examples...
NICKNAMES
If Laura, Kate and Sarah go out for lunch, they will call each other Laura, Kate and Sarah. If Mike, Dave and John go out, they will affectionately refer to each other as Fat Boy, Godzilla and Four-eyes.
EATING OUT
When the bill arrives, Mike, Dave and John will each throw in $20, even though it's only for $32.50. None of them will have anything smaller and none will actually admit they want change back.When the girls get their bill, out come the pocket calculators.
MONEY
A man will pay $2 for a $1 item he needs. A woman will pay $1 for a $2 item that shedoesn't need but it's on sale.
BATHROOMS
A man has seven items in his bathroom: toothbrush and toothpaste, shaving cream, razor, a bar of soap, shampoo and a towel. The average number of items in the typicalwoman's bathroom is 337. A man would not be able to identify more than 20 of these items.
ARGUMENTS
A woman has the last word in any argument. Anything a man says after that is the beginning of a new argument.
FUTURE
A woman worries about the future until she gets a husband. A man never worries about the future until he gets a wife.
MONEY
A woman insist, "What is mine is mine only and what is his is also mine!". A man will just give what his wife wants.
SUCCESS
A successful man is one who makes more money than his wife can spend. A successful woman is one who can find such a man.
MARRIAGE
A woman marries a man expecting he will change, but he doesn't. A man marries a woman expecting that she won't change, but she does.
DRESSING UP
A woman will dress up to go shopping, water the plants, empty the trash, answer the phone, read a book, and get the mail. A man will dress up for weddings and football.
NATURAL
Men wake up as good-looking as they went to bed. Women somehow deteriorate during the night.
OFFSPRING
Ah, children. A woman knows all about her children. She knows about dentist appointments and romances, best friends, favourite foods, secret fears and hopes and dreams. A man is vaguely aware of what some short people living in the house likes.
THOUGHT FOR THE DAY
A married man should forget his mistakes. There's no use in two people remembering the same thing!
Kacak5 Management
Monday, 4 January 2010
DON'TS FOR WELL-MEANING FRIENDS
Program words of wisdom:-
From experience, we gain wisdom in later years.
We do know that every successful career person should have some compassionate behaviour such that due to our busy work nature are often not acted out correctly.
Here are my personal observations in the ICU
DON'T
- sit in on the doctor's medical briefings for the family. No doctor would invite an outsider unless the latter is a medical professional who has something vital to contribute.
- prescribe alternative therapies or MLM-type health products for the patient. By doing so, you only confuse the patient's family and put unwanted pressure on them. Let the doctors do the job they have been trained for. They are in the best position to administer the appropriate treatment as they have access to the patient's test results and know the patient's medical condition.
- visit the patient in the ICU, especially if he is under sedation. He won't even know you are there. Besides, you may be exposing him to bacterial infection and you may even be at risk of getting infected! This was a major concern of the doctors. All the more so as visitors to the ICU at this particular hospital for infectious diseases are not required to wear a facial mask. I found this rather shocking.
- pose as family members or medical doctors in order to gain access to the patient or patient's medical records. When the real family members turn up, the busy doctors are understandably reluctant to have to repeat the medical updates all over again.
- post confidential medical details of the patient on social networking sites for all and sundry to read. Only the immediate family has the right to do this, if they choose to.
call up the family at odd hours to inquire about the patient, or worse still, get into an argument about the best course of action to take.
- insult family members by calling them names. This is totally unacceptable and unwarranted. The focus should be on the patient's speedy recovery, not on petty issues blown up by bruised egos.
Kacak5 Management
From experience, we gain wisdom in later years.
We do know that every successful career person should have some compassionate behaviour such that due to our busy work nature are often not acted out correctly.
Here are my personal observations in the ICU
DON'T
- sit in on the doctor's medical briefings for the family. No doctor would invite an outsider unless the latter is a medical professional who has something vital to contribute.
- prescribe alternative therapies or MLM-type health products for the patient. By doing so, you only confuse the patient's family and put unwanted pressure on them. Let the doctors do the job they have been trained for. They are in the best position to administer the appropriate treatment as they have access to the patient's test results and know the patient's medical condition.
- visit the patient in the ICU, especially if he is under sedation. He won't even know you are there. Besides, you may be exposing him to bacterial infection and you may even be at risk of getting infected! This was a major concern of the doctors. All the more so as visitors to the ICU at this particular hospital for infectious diseases are not required to wear a facial mask. I found this rather shocking.
- pose as family members or medical doctors in order to gain access to the patient or patient's medical records. When the real family members turn up, the busy doctors are understandably reluctant to have to repeat the medical updates all over again.
- post confidential medical details of the patient on social networking sites for all and sundry to read. Only the immediate family has the right to do this, if they choose to.
call up the family at odd hours to inquire about the patient, or worse still, get into an argument about the best course of action to take.
- insult family members by calling them names. This is totally unacceptable and unwarranted. The focus should be on the patient's speedy recovery, not on petty issues blown up by bruised egos.
Kacak5 Management
Tuesday, 22 December 2009
Sun Tsu's art of delighting customer
Program words of wisdom:-
War is like a game of who wins or lose.
A business whose customers start to go elsewhere becomes the paramount concern to take every opportunity to delight both it’s internal & external customers. 5 interesting edicts are as follows.
Strategy 1
“He who can modify his tactics in relation to his opponent and thereby succeed in winning may be called a heaven-born ed captain”.
Learn to modify what you are doing, improving on it & differentiating your product or services so you stand out from the crowd giving your customer something fresh & interesting.
Strategy 2
“There is no instance of a country having benefited from prolonged warfare”
Quickly identify any grievance and acting swiftly to resolve it effectively. Placate the customer and provide quick recovery.
Strategy 3
“Know thyself- know thy enemy”
Know your strengths & weaknesses enabling improvement on the former & minimize the latter. Assume your customer as the “enemy” you battle to win him over in fulfilling his needs and delighting him too. Customers drive your business and if you are unable to go the extra mile to satisfy their needs and wants, then you will lose the battle for their loyalty.
Strategy 4
“ What the ancients called a clever fighter is one who not only wins, but excels in winning with ease”.
Master the art & science of customer service to manage all kind of customers- especially the difficult ones. Do not be complacent & takes customers for granted. Be alert to relationship threats.
Strategy 5
“In battle, there are not more than 2 methods of attack- the direct and the indirect; yet these 2 in combination give rise to endless series of manoeuvres.”
Assess the situation to see what is the best course of action, constantly review new initiatives to ensure delighted customers keeps coming back for more. Example of a “direct” method is how we treat our customer during his visit to our plant giving him a very good impression of your company. “Indirect” method could be discounts or frequent update of production progress.
Kacak5 Management
War is like a game of who wins or lose.
A business whose customers start to go elsewhere becomes the paramount concern to take every opportunity to delight both it’s internal & external customers. 5 interesting edicts are as follows.
Strategy 1
“He who can modify his tactics in relation to his opponent and thereby succeed in winning may be called a heaven-born ed captain”.
Learn to modify what you are doing, improving on it & differentiating your product or services so you stand out from the crowd giving your customer something fresh & interesting.
Strategy 2
“There is no instance of a country having benefited from prolonged warfare”
Quickly identify any grievance and acting swiftly to resolve it effectively. Placate the customer and provide quick recovery.
Strategy 3
“Know thyself- know thy enemy”
Know your strengths & weaknesses enabling improvement on the former & minimize the latter. Assume your customer as the “enemy” you battle to win him over in fulfilling his needs and delighting him too. Customers drive your business and if you are unable to go the extra mile to satisfy their needs and wants, then you will lose the battle for their loyalty.
Strategy 4
“ What the ancients called a clever fighter is one who not only wins, but excels in winning with ease”.
Master the art & science of customer service to manage all kind of customers- especially the difficult ones. Do not be complacent & takes customers for granted. Be alert to relationship threats.
Strategy 5
“In battle, there are not more than 2 methods of attack- the direct and the indirect; yet these 2 in combination give rise to endless series of manoeuvres.”
Assess the situation to see what is the best course of action, constantly review new initiatives to ensure delighted customers keeps coming back for more. Example of a “direct” method is how we treat our customer during his visit to our plant giving him a very good impression of your company. “Indirect” method could be discounts or frequent update of production progress.
Kacak5 Management
Monday, 14 December 2009
Treat Complaints as Gift Part 3
Program words of wisdom:-
In couple courtship, we complaint alot to the other party, being in love & is interested for the other party to improve. If after repeated complaint, it become irreconcilable difference where we starts to go our separate ways hence complaints stops.
Embrace a complaint friendly service culture
This starts from the top, even at CEO's level as "leaders have to provide the direction, the monetary support and the motivational juice to inspire all".
Encouraging a culture where no one gets scolded for receiving a complaint, the leaders must first be supportive and engaged. 5 maxims as follows;
1. Complaints are gifts to us and they are valuable.
2. Complaints are to be resolved at the first point of contact.
3. Complaints are to be logged.
4. Staff take ownership of complaints.
5. Root causes of complaints are to be uncovered and eliminated.
An effective complaint management & resolution framework will be the next differentiators of good service for customer to divert more businesses to you. We will have an edge over our competitors in generating better customer loyalty and, in turn, profitability.
Kacak5 Management
In couple courtship, we complaint alot to the other party, being in love & is interested for the other party to improve. If after repeated complaint, it become irreconcilable difference where we starts to go our separate ways hence complaints stops.
Embrace a complaint friendly service culture
This starts from the top, even at CEO's level as "leaders have to provide the direction, the monetary support and the motivational juice to inspire all".
Encouraging a culture where no one gets scolded for receiving a complaint, the leaders must first be supportive and engaged. 5 maxims as follows;
1. Complaints are gifts to us and they are valuable.
2. Complaints are to be resolved at the first point of contact.
3. Complaints are to be logged.
4. Staff take ownership of complaints.
5. Root causes of complaints are to be uncovered and eliminated.
An effective complaint management & resolution framework will be the next differentiators of good service for customer to divert more businesses to you. We will have an edge over our competitors in generating better customer loyalty and, in turn, profitability.
Kacak5 Management
Thursday, 10 December 2009
Treat Complaints as Gifts part 2
Program words of wisdom:-
Silent means something is wrong somewhere nobody dare to say anything.
Create an effective complaint management framework
Here are some right activity to welcome these feedback gifts for resolution management.
- A simple process for making a complaint;
- Active and empathetic listening by the company's personnel;
- Open communication with the customer;
- Timely and sincere process if the customer is not satisfied; and
- A systemto process the complaint datato aid learning and improvement of the company's service.
Preferably all employees should bve trained to be "receipt owners", that is, they are able to receive and acknowledge any complaint relevant to their work and about the company as a whole.
A resolution to ensure more tha 90% of complaints are resolved to the customer's satisfaction within 3 days.
Kacak5 Management
Silent means something is wrong somewhere nobody dare to say anything.
Create an effective complaint management framework
Here are some right activity to welcome these feedback gifts for resolution management.
- A simple process for making a complaint;
- Active and empathetic listening by the company's personnel;
- Open communication with the customer;
- Timely and sincere process if the customer is not satisfied; and
- A systemto process the complaint datato aid learning and improvement of the company's service.
Preferably all employees should bve trained to be "receipt owners", that is, they are able to receive and acknowledge any complaint relevant to their work and about the company as a whole.
A resolution to ensure more tha 90% of complaints are resolved to the customer's satisfaction within 3 days.
Kacak5 Management
Tuesday, 8 December 2009
Positive attitude for Program Managers
Program words of wisdom:-
If you have the will, there is a way.
If you tend to have a negative outlook, don’t expect to become an optimist overnight. But with practice, eventually your self-talk will contain less self-criticism and more self-acceptance. You may also become less critical of the world around you. Plus, when you share your positive mood and positive experience, both you and those around you enjoy an emotional boost.
Practicing positive self-talk will improve your outlook. When your state of mind is generally optimistic, you’re able to handle everyday stress in a more constructive way. That ability may contribute to the widely observed health benefits of positive thinking.
Examples of typical negative self-talk and how you might apply a positive twist include:
I’ve never done it before => It’s an opportunity to learn something new
It’s too complicated => I’ll tackle it from a different angle
I don’t have the resources => Necessity is the mother of invention
I’m too lazy to get this done => I wasn’t able to fit it into my schedule but can re-examine some priorities
There’s no way it will work => I can try to make it work
It’s too radical a change => Let’s take a chance
No one bothers to communicate with me => I’ll see if I can open the channels of communication
I’m not going to get any better at this => I’ll give it another try
Researchers continue to explore the effects of positive thinking and optimism on health that positive thinking may provide include:
Increased life span
Lower rates of depression
Lower levels of distress
Greater resistance to the common cold
Better psychological and physical well-being
Reduced risk of death from cardiovascular disease
Better coping skills during hardships and times of stress
It’s unclear why people who engage in positive thinking experience these health benefits. One theory is that having a positive outlook enables you to cope better with stressful situations, which reduces the harmful health effects of stress on your body. It’s also thought that positive and optimistic people live healthier lifestyles — they get more physical activity, follow a healthier diet.
Kacak5 Management
If you have the will, there is a way.
If you tend to have a negative outlook, don’t expect to become an optimist overnight. But with practice, eventually your self-talk will contain less self-criticism and more self-acceptance. You may also become less critical of the world around you. Plus, when you share your positive mood and positive experience, both you and those around you enjoy an emotional boost.
Practicing positive self-talk will improve your outlook. When your state of mind is generally optimistic, you’re able to handle everyday stress in a more constructive way. That ability may contribute to the widely observed health benefits of positive thinking.
Examples of typical negative self-talk and how you might apply a positive twist include:
I’ve never done it before => It’s an opportunity to learn something new
It’s too complicated => I’ll tackle it from a different angle
I don’t have the resources => Necessity is the mother of invention
I’m too lazy to get this done => I wasn’t able to fit it into my schedule but can re-examine some priorities
There’s no way it will work => I can try to make it work
It’s too radical a change => Let’s take a chance
No one bothers to communicate with me => I’ll see if I can open the channels of communication
I’m not going to get any better at this => I’ll give it another try
Researchers continue to explore the effects of positive thinking and optimism on health that positive thinking may provide include:
Increased life span
Lower rates of depression
Lower levels of distress
Greater resistance to the common cold
Better psychological and physical well-being
Reduced risk of death from cardiovascular disease
Better coping skills during hardships and times of stress
It’s unclear why people who engage in positive thinking experience these health benefits. One theory is that having a positive outlook enables you to cope better with stressful situations, which reduces the harmful health effects of stress on your body. It’s also thought that positive and optimistic people live healthier lifestyles — they get more physical activity, follow a healthier diet.
Kacak5 Management
Tuesday, 24 November 2009
Body languages during meetings
Program words of wisdom:-
We do attend several meetings in solving our daily working issues and often have a group of people seating together providing various body languages to tell you something while you do your presentation or discussion. They might be afraid to speak out or contradict your messages so these list of body languages information is very helpful. Yes, do remember people from different culture providing same body language might mean a different message sometimes.
Here are 18 gestures, with advice for reading them from a team of experts in nonverbal communication.
It's written on your face...
Furrowing brow
It could mean: She's thinking.
But it might mean: She disapproves of or disagrees with what you're saying. Or else she can't hear you.
What the experts say: "This almost always means something negative," says trial lawyer Maria Katrina Karos. It is often a cue people use to tell you something is wrong, says author Lydia Ramsey: They want you to ask them what they're thinking.
Frowning
It could mean: She's unhappy or uncomfortable.
But it might mean: She's concentrating.
What the experts say: Some people frown without realizing it, so don't comment on the frowning directly, says anthropologist David Givens. If it happens during a job interview, you might ask, "Did that answer the question?" With a friend, just ask if she's OK.
Grimacing
It could mean: Nothing. It's just a tic or a bad habit.
But it might mean: She doesn't like what you're saying.
What the experts say: This is typically a sign of discomfort or displeasure, says Ramsey. But she warns against reading too much into it: "Some people just always have unpleasant expressions on their faces."
Lip biting
It could mean: She's flirting.
But it might mean: She's shy or feels pressured.
What the experts say: Suspects sometimes do this when they're trying to remember an event or concoct a story, says private investigator Steven Tavlin. It's a sign of discomfort. To put the person at ease, avoid direct staring and lower your voice. You might even back up or turn away slightly. "The idea is to take the pressure off”.
And in your eyes...
Rolling eyes
It could mean: She's trying to be funny.
But it might mean: She is frustrated, doesn't like you, or doesn't respect you.
What the experts say: "Eye rolling is one of the nonverbal signs that is pretty much always aggressive," says executive coach Steve Watts. He recommends politely confronting the eye-roller, asking, "Do you disagree?" to get negative feelings out in the open.
Staring
It could mean: She's concentrating on what you're saying, or she's smitten with you.
But it might mean: She's being rude and aggressive.
What the experts say: Eye contact rarely lasts longer than three seconds before one or both people experience a powerful urge to glance away.. If the starer is making you feel uncomfortable, look away briefly to give her the hint.
Avoiding eye contact
It could mean: She's shy.
But it might mean: She's lying or trying to provoke you.
What the experts say: Don't assume the worst based on this clue alone. And be aware of varying cultural interpretations of eye contact, says corporate-communications consultant Audrey Nelson. "We associate eye contact with honesty, but in Japan avoiding eye contact is a sign of respect
And in your hands...
Fidgeting (tugging ears, pulling sleeves, rubbing head)
It could mean: She's just a natural fidgeter.
But it might mean: She's anxious or impatient.
What the experts say: "This is a classic sign of anxiety or stress”. "It's a way people take their attention away from what's bothering them." If you're in a meeting and you notice people are getting fidgety, take a break, says Ramsey.
Resting hands on hips
It could mean: "I'm in charge."
But it might mean: She's angry and trying to intimidate you.
What the experts say: "This is a powerful position”. (Police officers are taught to use it to assert control.) If this is an angry boss, appease her by asking, "Did I do something wrong?" If it's an equal trying to bully you, stand tall and place your feet shoulder-width apart, or put your own hands on your hips. Both gestures say, "I'm not intimidated!"
Fiddling with an object (hair, pencil, car keys, cell phone)
It could mean: Nothing some people just like to fiddle.
But it might mean: "I'm nervous" or "I'm bored."
What the experts say: To figure out what's going on, look for other clues, says Tavlin. Yawning suggests boredom; blinking, nervousness. If the fiddling is distracting you, draw attention to the object, says Watts. Say, "Is that a new cell phone?" Then get back to your discussion.
Pointing
It could mean: "I'm really passionate about this topic."
But it might mean: She's trying to intimidate you.
What the experts say: "Pointing is generally an aggressive sign," says life coach and social worker Carol Moss. It can signal that someone is blaming or attacking you. If you can't let it go, "It's OK to ask someone not to point," says Moss. Make a joke about it: "Hey, nice manicure."
Wringing hands
It could mean: She's cold.
But it might mean: She's worried.
What the experts say: "People who are very uncomfortable with a question, topic, or situation sometimes do this," says Karos. The best thing is to ignore it. If the person is truly nervous, commenting on her nerves will only make her more so.
Excessive touching
It could mean: She's overly friendly.
But it might mean: "I'm more powerful than you."
What the experts say: "People of higher status often feel freer to touch people of lower status," says Tannenbaum. (Of course, it can also be sexual.) "If you're uncomfortable, you don't need to say anything. Just remove the hand." If the touching continues, back up slowly to get out of range..
Tapping fingers on a table
It could mean: She's got energy to burn.
But it might mean: She's nervous or impatient.
What the experts say: If this is really annoying you, look at the person's fingers, then back at her face, says Tannenbaum. "The goal is not to embarrass her but to bring her attention back to where you want it to be."
And in your body
Standing too close
It could mean: She's needy or angry.
But it might mean: She's from a culture where people tend to stand closer.
What the experts say: "This is typically an aggressive gesture," says Professor Whitey Brewer. But different cultures have different rules about space. "North Americans like a distance of two to three feet, while some Europeans want to be closer," says Ramsey. If you're uncomfortable, subtly take a step or two back.
Standing too far away
It could mean: She's afraid.
But it might mean: She's simply more comfortable at this distance.
What the experts say: "This is typically a passive gesture indicating fear," says Brewer. But for cultural and other reasons, people generally choose a distance they're comfortable with. If you need to get closer, do so, says actress Susan Stewart. Just be careful not to crowd your listener.
Slouching
It could mean: She has bad posture.
But it might mean: She's skeptical or disrespectful.
What the experts say: "This is often a way of showing, 'I'm above it all, and I don't care,'" says Tavlin. It can also be a tip off that someone is lying, especially if accompanied by another sign, such as crossed arms or an averted gaze.
Crossing arms
It could mean: She is cold or simply finds this position comfortable.
But it might mean: She's angry or defiant, or feels vulnerable.
What the experts say: With arms and elbows pulled tightly into the body, the gesture may reveal acute nervousness or chronic anxiety.. Held less tightly against the chest, with elbows elevated and projecting outward, the crossed arms suggest arrogance, dislike, or disagreement.
There, you have all the 18 possible body languages that could happen in a meeting room.
Kacak5 Management
We do attend several meetings in solving our daily working issues and often have a group of people seating together providing various body languages to tell you something while you do your presentation or discussion. They might be afraid to speak out or contradict your messages so these list of body languages information is very helpful. Yes, do remember people from different culture providing same body language might mean a different message sometimes.
Here are 18 gestures, with advice for reading them from a team of experts in nonverbal communication.
It's written on your face...
Furrowing brow
It could mean: She's thinking.
But it might mean: She disapproves of or disagrees with what you're saying. Or else she can't hear you.
What the experts say: "This almost always means something negative," says trial lawyer Maria Katrina Karos. It is often a cue people use to tell you something is wrong, says author Lydia Ramsey: They want you to ask them what they're thinking.
Frowning
It could mean: She's unhappy or uncomfortable.
But it might mean: She's concentrating.
What the experts say: Some people frown without realizing it, so don't comment on the frowning directly, says anthropologist David Givens. If it happens during a job interview, you might ask, "Did that answer the question?" With a friend, just ask if she's OK.
Grimacing
It could mean: Nothing. It's just a tic or a bad habit.
But it might mean: She doesn't like what you're saying.
What the experts say: This is typically a sign of discomfort or displeasure, says Ramsey. But she warns against reading too much into it: "Some people just always have unpleasant expressions on their faces."
Lip biting
It could mean: She's flirting.
But it might mean: She's shy or feels pressured.
What the experts say: Suspects sometimes do this when they're trying to remember an event or concoct a story, says private investigator Steven Tavlin. It's a sign of discomfort. To put the person at ease, avoid direct staring and lower your voice. You might even back up or turn away slightly. "The idea is to take the pressure off”.
And in your eyes...
Rolling eyes
It could mean: She's trying to be funny.
But it might mean: She is frustrated, doesn't like you, or doesn't respect you.
What the experts say: "Eye rolling is one of the nonverbal signs that is pretty much always aggressive," says executive coach Steve Watts. He recommends politely confronting the eye-roller, asking, "Do you disagree?" to get negative feelings out in the open.
Staring
It could mean: She's concentrating on what you're saying, or she's smitten with you.
But it might mean: She's being rude and aggressive.
What the experts say: Eye contact rarely lasts longer than three seconds before one or both people experience a powerful urge to glance away.. If the starer is making you feel uncomfortable, look away briefly to give her the hint.
Avoiding eye contact
It could mean: She's shy.
But it might mean: She's lying or trying to provoke you.
What the experts say: Don't assume the worst based on this clue alone. And be aware of varying cultural interpretations of eye contact, says corporate-communications consultant Audrey Nelson. "We associate eye contact with honesty, but in Japan avoiding eye contact is a sign of respect
And in your hands...
Fidgeting (tugging ears, pulling sleeves, rubbing head)
It could mean: She's just a natural fidgeter.
But it might mean: She's anxious or impatient.
What the experts say: "This is a classic sign of anxiety or stress”. "It's a way people take their attention away from what's bothering them." If you're in a meeting and you notice people are getting fidgety, take a break, says Ramsey.
Resting hands on hips
It could mean: "I'm in charge."
But it might mean: She's angry and trying to intimidate you.
What the experts say: "This is a powerful position”. (Police officers are taught to use it to assert control.) If this is an angry boss, appease her by asking, "Did I do something wrong?" If it's an equal trying to bully you, stand tall and place your feet shoulder-width apart, or put your own hands on your hips. Both gestures say, "I'm not intimidated!"
Fiddling with an object (hair, pencil, car keys, cell phone)
It could mean: Nothing some people just like to fiddle.
But it might mean: "I'm nervous" or "I'm bored."
What the experts say: To figure out what's going on, look for other clues, says Tavlin. Yawning suggests boredom; blinking, nervousness. If the fiddling is distracting you, draw attention to the object, says Watts. Say, "Is that a new cell phone?" Then get back to your discussion.
Pointing
It could mean: "I'm really passionate about this topic."
But it might mean: She's trying to intimidate you.
What the experts say: "Pointing is generally an aggressive sign," says life coach and social worker Carol Moss. It can signal that someone is blaming or attacking you. If you can't let it go, "It's OK to ask someone not to point," says Moss. Make a joke about it: "Hey, nice manicure."
Wringing hands
It could mean: She's cold.
But it might mean: She's worried.
What the experts say: "People who are very uncomfortable with a question, topic, or situation sometimes do this," says Karos. The best thing is to ignore it. If the person is truly nervous, commenting on her nerves will only make her more so.
Excessive touching
It could mean: She's overly friendly.
But it might mean: "I'm more powerful than you."
What the experts say: "People of higher status often feel freer to touch people of lower status," says Tannenbaum. (Of course, it can also be sexual.) "If you're uncomfortable, you don't need to say anything. Just remove the hand." If the touching continues, back up slowly to get out of range..
Tapping fingers on a table
It could mean: She's got energy to burn.
But it might mean: She's nervous or impatient.
What the experts say: If this is really annoying you, look at the person's fingers, then back at her face, says Tannenbaum. "The goal is not to embarrass her but to bring her attention back to where you want it to be."
And in your body
Standing too close
It could mean: She's needy or angry.
But it might mean: She's from a culture where people tend to stand closer.
What the experts say: "This is typically an aggressive gesture," says Professor Whitey Brewer. But different cultures have different rules about space. "North Americans like a distance of two to three feet, while some Europeans want to be closer," says Ramsey. If you're uncomfortable, subtly take a step or two back.
Standing too far away
It could mean: She's afraid.
But it might mean: She's simply more comfortable at this distance.
What the experts say: "This is typically a passive gesture indicating fear," says Brewer. But for cultural and other reasons, people generally choose a distance they're comfortable with. If you need to get closer, do so, says actress Susan Stewart. Just be careful not to crowd your listener.
Slouching
It could mean: She has bad posture.
But it might mean: She's skeptical or disrespectful.
What the experts say: "This is often a way of showing, 'I'm above it all, and I don't care,'" says Tavlin. It can also be a tip off that someone is lying, especially if accompanied by another sign, such as crossed arms or an averted gaze.
Crossing arms
It could mean: She is cold or simply finds this position comfortable.
But it might mean: She's angry or defiant, or feels vulnerable.
What the experts say: With arms and elbows pulled tightly into the body, the gesture may reveal acute nervousness or chronic anxiety.. Held less tightly against the chest, with elbows elevated and projecting outward, the crossed arms suggest arrogance, dislike, or disagreement.
There, you have all the 18 possible body languages that could happen in a meeting room.
Kacak5 Management
Monday, 23 November 2009
Airplane jokes
Program words of wisdom:-
Program Managers frequently travels to meet their oversea customers for better interaction in building the business relationship ship. Here is a possible joke.
After a British Airways Flight reached its cruising altitude the Captain announced :
Ladies and Gentlemen this is your captain speaking, Welcome to flight 293 non-stop from London Heathrow to Singapore, we are now cruising at 35,000 feet, the weather ahead is good so we should have a quiet,uneventful flight, so sit back , relax and .......OH MY GOD !!!!!!!!!!!!!!!!!
Silence followed..........
Some moments later the captain came back on the intercom.
Ladies and Gentlemen I'm sorry if I scared you, while I was talking to you a flight attendant accidentally spilled a cup of hot coffee on my lap, you should see the front of my pants !!!!!!!!!
An Irish passenger at the back yelled...........
What???? , you should see the back of mine !
Kacak5 Management
Program Managers frequently travels to meet their oversea customers for better interaction in building the business relationship ship. Here is a possible joke.
After a British Airways Flight reached its cruising altitude the Captain announced :
Ladies and Gentlemen this is your captain speaking, Welcome to flight 293 non-stop from London Heathrow to Singapore, we are now cruising at 35,000 feet, the weather ahead is good so we should have a quiet,uneventful flight, so sit back , relax and .......OH MY GOD !!!!!!!!!!!!!!!!!
Silence followed..........
Some moments later the captain came back on the intercom.
Ladies and Gentlemen I'm sorry if I scared you, while I was talking to you a flight attendant accidentally spilled a cup of hot coffee on my lap, you should see the front of my pants !!!!!!!!!
An Irish passenger at the back yelled...........
What???? , you should see the back of mine !
Kacak5 Management
Friday, 20 November 2009
Treat Complaints as Gifts
Program words of wisdom:-
Too few people on a Program can't solve the problems - too many create more problems than they solve. A problem shared is a buck passed.
Dissatisfied customer can choose either to walk away giving no opportunity to resolve any dissatisfaction or voice it. Choosing to complain is effectively offering the company a chance to repair the damage, salvage the situation and successfully increase the chance continuing business again.
We do know the unattractive side Program Management work, while it represent a rich source of to illuminate a company's overall service performance and becomes more useful than any compliment.
Complaints are gifts when well managed, they can:
1. Provide complimentary business insights you would otherwise pay a research company to produce.
Direct customer's complain provides information of what they want and do not want, please or annoy them, enable you make adjustment to marketing strategies and processes, and stay ahead of competitors. Complaints alert us on potential personnel problem - since employees seldom admit mistakes.
2. Give the company a second chance to salvage the situation with the customer.
Existing customer do hope the problem is fixed fast so they can generate positive word-of-mouth publicly as reference to potential customers.
3. Turn indifferent customers into advocates.
Regardless major or minor complaints, it enable a company to form tight relationships reaching out and making and effort to be available and accountable to all customers will inspire a sense of trust and loyalty.
Kacak5 Management
Too few people on a Program can't solve the problems - too many create more problems than they solve. A problem shared is a buck passed.
I shall break-up the above topics over 3 blog sections in the next few days. Let's agree with this first.
A complain is a second Chance for a company to win back a customer.Dissatisfied customer can choose either to walk away giving no opportunity to resolve any dissatisfaction or voice it. Choosing to complain is effectively offering the company a chance to repair the damage, salvage the situation and successfully increase the chance continuing business again.
We do know the unattractive side Program Management work, while it represent a rich source of to illuminate a company's overall service performance and becomes more useful than any compliment.
Complaints are gifts when well managed, they can:
1. Provide complimentary business insights you would otherwise pay a research company to produce.
Direct customer's complain provides information of what they want and do not want, please or annoy them, enable you make adjustment to marketing strategies and processes, and stay ahead of competitors. Complaints alert us on potential personnel problem - since employees seldom admit mistakes.
2. Give the company a second chance to salvage the situation with the customer.
Existing customer do hope the problem is fixed fast so they can generate positive word-of-mouth publicly as reference to potential customers.
3. Turn indifferent customers into advocates.
Regardless major or minor complaints, it enable a company to form tight relationships reaching out and making and effort to be available and accountable to all customers will inspire a sense of trust and loyalty.
Kacak5 Management
Wednesday, 18 November 2009
Sometimes it's better to be an Introvert
Program words of wisdom:-
Always think twice before you say something, because sometimes accident do happen.
One of the company I had worked with did a personally evaluation on Introvert and Extrovert. Briefly, Introvert are rather careful of their actions and took some seconds to process their thoughts before speaking out. Extrovert, on the other hand,are more daring and shoots out immediately what they wants to say. Company having many customers does not share one customer's information to the other and would prefer Introvert to manage confidentiality when dealing with other client.
My jaw drops when a brave extrovert executive says, "we had proven capable of giving 15% discount to one customer Z so this should not be a problem". FYI, customer B usually give 3~5% annual discount was equally surprised.
Here's another joke.
There were these 4 guys --- Mr. Russian, Mr. German, Mr. Kkkkkkkk (not to offend any nationality & Mr. French, who together found this small genie bottle. When they rubbed the bottle, a genie appeared.
Thankful that the 4 guys had released him out of the bottle, he said : " Next to you all are 4 swimming pools, I will give each of you a wish. When you run towards the pool and jump, you shout what you want the pool of water to become, then your wish will come true. "
Mr. French wanted to start. He ran towards the pool, jumped and shouted : " Wine ! " The pool immediately changed into a pool of wine. Mr. Frenchman was very happy, swimming and drinking from the pool.
Next is the Mr. Russian's turn. He did the same and shouted : " Vodka ! " and immersed himself into a pool of vodka.
The Mr. German was next and he jumped and shouted : " Beer ! " He was likewise very contented with his beer-filled pool.
The last is the Kkkkkk (not to offend any nationality). He was running towards the pool when suddenly he steps on a banana peel. He slipped towards the pool and shouted, " Shit !!!!!!!........."
Kacak5 Management
Always think twice before you say something, because sometimes accident do happen.
One of the company I had worked with did a personally evaluation on Introvert and Extrovert. Briefly, Introvert are rather careful of their actions and took some seconds to process their thoughts before speaking out. Extrovert, on the other hand,are more daring and shoots out immediately what they wants to say. Company having many customers does not share one customer's information to the other and would prefer Introvert to manage confidentiality when dealing with other client.
My jaw drops when a brave extrovert executive says, "we had proven capable of giving 15% discount to one customer Z so this should not be a problem". FYI, customer B usually give 3~5% annual discount was equally surprised.
Here's another joke.
There were these 4 guys --- Mr. Russian, Mr. German, Mr. Kkkkkkkk (not to offend any nationality & Mr. French, who together found this small genie bottle. When they rubbed the bottle, a genie appeared.
Thankful that the 4 guys had released him out of the bottle, he said : " Next to you all are 4 swimming pools, I will give each of you a wish. When you run towards the pool and jump, you shout what you want the pool of water to become, then your wish will come true. "
Mr. French wanted to start. He ran towards the pool, jumped and shouted : " Wine ! " The pool immediately changed into a pool of wine. Mr. Frenchman was very happy, swimming and drinking from the pool.
Next is the Mr. Russian's turn. He did the same and shouted : " Vodka ! " and immersed himself into a pool of vodka.
The Mr. German was next and he jumped and shouted : " Beer ! " He was likewise very contented with his beer-filled pool.
The last is the Kkkkkk (not to offend any nationality). He was running towards the pool when suddenly he steps on a banana peel. He slipped towards the pool and shouted, " Shit !!!!!!!........."
Kacak5 Management
Monday, 16 November 2009
Project a confident image
Program words of wisdom:-
"Self confidence is the requisite to great undertakings."
We do know most of the works done by the Program Management team in the Electronics Manufacturing Services environment are to service the existing client. I do emphasise it further as to grow the business with positive referrals instead. We have to project a positive confident professional image regardless if there are some screw-up happening to indicate we are still in control of the storm.
Successful people are usually people with confident to spurs them on despite the obstacles before them. Here are the 5 tips
1. Be positive
Believe in your abilities and talent to do anything you want and engage in positive talk. Start with a positive attitude daily like assume . " today is going to be a great day for me. I am going to do my best."
2.Visualise success
Visualising the various successes you had achieved previously do motivate you to move on to the next level and gives the exhilaration victory. Just like a video game, even if you failed, the previous success factor will spurs you to find winning ways
3. Improve your image
The way you dress, posture, voice and body language speaks volumes.
Avoid vocalised pauses like "er", "um", "uh" or "well" , as these indicate you are not sure of the situation. Even qualifiers like, " maybe", " I can't". Avoid hidden nervous action like fiddling your pen or ring, arm crossing, and looking away from your client.
Dress appropriately adopting a relaxed posture & poise, walk tall, sit confidently do project you are in control. Eye contact do establishes confidence Sit in front or nearer to where the action is to participate by asking questions. When someone is speaking, lean forward, nod and smile indicating your interest and respect.
4. Prepare well for an event
When you are well prepare, you exude confidence with organised thoughts and could enthusiastically present clearly. Do your research ensuring your facts are right, rehearse the points and arguments using words and phrases familiar to you.
5. Leave your comfort zone
Offer your service to work on something new ensuring yourself, "I can succeed".
If you can have confidence in your self, you generate positive energy. great determination and drive within you helping you to face the challenges, overcome the odds, the hurdles, the hiccups and bumps. Your client will have great confidence knowing anything they provided is in proper control.
Kacak5 Management
"Self confidence is the requisite to great undertakings."
We do know most of the works done by the Program Management team in the Electronics Manufacturing Services environment are to service the existing client. I do emphasise it further as to grow the business with positive referrals instead. We have to project a positive confident professional image regardless if there are some screw-up happening to indicate we are still in control of the storm.
Successful people are usually people with confident to spurs them on despite the obstacles before them. Here are the 5 tips
1. Be positive
Believe in your abilities and talent to do anything you want and engage in positive talk. Start with a positive attitude daily like assume . " today is going to be a great day for me. I am going to do my best."
2.Visualise success
Visualising the various successes you had achieved previously do motivate you to move on to the next level and gives the exhilaration victory. Just like a video game, even if you failed, the previous success factor will spurs you to find winning ways
3. Improve your image
The way you dress, posture, voice and body language speaks volumes.
Avoid vocalised pauses like "er", "um", "uh" or "well" , as these indicate you are not sure of the situation. Even qualifiers like, " maybe", " I can't". Avoid hidden nervous action like fiddling your pen or ring, arm crossing, and looking away from your client.
Dress appropriately adopting a relaxed posture & poise, walk tall, sit confidently do project you are in control. Eye contact do establishes confidence Sit in front or nearer to where the action is to participate by asking questions. When someone is speaking, lean forward, nod and smile indicating your interest and respect.
4. Prepare well for an event
When you are well prepare, you exude confidence with organised thoughts and could enthusiastically present clearly. Do your research ensuring your facts are right, rehearse the points and arguments using words and phrases familiar to you.
5. Leave your comfort zone
Offer your service to work on something new ensuring yourself, "I can succeed".
If you can have confidence in your self, you generate positive energy. great determination and drive within you helping you to face the challenges, overcome the odds, the hurdles, the hiccups and bumps. Your client will have great confidence knowing anything they provided is in proper control.
Kacak5 Management
Friday, 13 November 2009
Never assume anything
Program words of wisdom:-
Never assume you knows everything without checking first
Standing in front of a shredder with a piece of paper in his hand, " Listen," said the CEO, " this is a very sensitive and important document, and my secretary has left. Can you make this thing work?"
"Certainly," said the young executive.
He turned the machine on, inserted the paper, and pressed the start button.
"Excellent, excellent! " said the CEO as his paper disappeared inside the shredder machine. " I just need one copy. "
MORAL OF THE STORY: NEVER, NEVER ASSUME THAT YOUR BOSS KNOWS EVERYTHING
Kacak5 Management
Never assume you knows everything without checking first
Standing in front of a shredder with a piece of paper in his hand, " Listen," said the CEO, " this is a very sensitive and important document, and my secretary has left. Can you make this thing work?"
"Certainly," said the young executive.
He turned the machine on, inserted the paper, and pressed the start button.
"Excellent, excellent! " said the CEO as his paper disappeared inside the shredder machine. " I just need one copy. "
MORAL OF THE STORY: NEVER, NEVER ASSUME THAT YOUR BOSS KNOWS EVERYTHING
Kacak5 Management
Wednesday, 11 November 2009
Convince your boss
Program words of wisdom:-
If Program’s Gantt Chart content is allowed to change freely the rate of change will exceed the rate of progress.
Program Management needs lots of senior management support and bosses and without it, we often rant and rave telling colleague negative stories. But think again, "did you present in a right way?" to sell your ideas more effectively to your boss?
1. Start off on a positive note
Bringing positive attitude will put your boss at ease to be receptive to your message. Check the "weather" for clues about your boss's mood. Even greeting him "Can I take up some of your time?" and listen to how he replies. Make an excuse to defer the meeting if the "weather" is not good.
2.Present facts and figures, not just opinions.
Opinion can easily be challenged while valid facts and figures will be tough to question. Being unprepared will make you look incompetent and unprofessional. A very high risk to decide to your favour.
3. Empathise with your boss
Imagine this scenario. Your boss receive news from HQ to drastically cut cost. You approach him and say "The old machine is slow while I had quotes for a new machine at US$200K". I am sure the approval is slim.
If you say, "We have confirm orders for 15K pcs for the next 5 months. The old machine is producing 5 pcs/ hour and running 24 hours x 7 days on overtime. The new machine costing US$200K is capable of 30 pcs/ hour on 7 hours x 5 days, without overtime, we will recover our cost of investment within 3 months or 10K pieces and it will be clean profits from there onwards." By providing facts and figures and emphasizing cost effectiveness, you are likely to get your boss approval as he could present the expenses logically.
4. Don't raise problems walkout possible solutions.
Aways have some possible solutions in mind when presenting a problem to your boss. Influence him into agreeing with a likely positive outcome to your solution. Say "Do you think we should.....?". If he says yes, it becomes his idea & you get the commitment, never mind it's your idea in the first place.
5. Get commitment by fixing specifics
Agreement without commitment are wasted efforts! Set your boss a date, time for next meeting, dateline to accomplish, or budget deadline. If it's a big project, make a gantt chart for commitment.
Remember to speak with confidence and conviction projecting yourself as a problem solver to your boss.
Kacak5 Management
If Program’s Gantt Chart content is allowed to change freely the rate of change will exceed the rate of progress.
Program Management needs lots of senior management support and bosses and without it, we often rant and rave telling colleague negative stories. But think again, "did you present in a right way?" to sell your ideas more effectively to your boss?
1. Start off on a positive note
Bringing positive attitude will put your boss at ease to be receptive to your message. Check the "weather" for clues about your boss's mood. Even greeting him "Can I take up some of your time?" and listen to how he replies. Make an excuse to defer the meeting if the "weather" is not good.
2.Present facts and figures, not just opinions.
Opinion can easily be challenged while valid facts and figures will be tough to question. Being unprepared will make you look incompetent and unprofessional. A very high risk to decide to your favour.
3. Empathise with your boss
Imagine this scenario. Your boss receive news from HQ to drastically cut cost. You approach him and say "The old machine is slow while I had quotes for a new machine at US$200K". I am sure the approval is slim.
If you say, "We have confirm orders for 15K pcs for the next 5 months. The old machine is producing 5 pcs/ hour and running 24 hours x 7 days on overtime. The new machine costing US$200K is capable of 30 pcs/ hour on 7 hours x 5 days, without overtime, we will recover our cost of investment within 3 months or 10K pieces and it will be clean profits from there onwards." By providing facts and figures and emphasizing cost effectiveness, you are likely to get your boss approval as he could present the expenses logically.
4. Don't raise problems walkout possible solutions.
Aways have some possible solutions in mind when presenting a problem to your boss. Influence him into agreeing with a likely positive outcome to your solution. Say "Do you think we should.....?". If he says yes, it becomes his idea & you get the commitment, never mind it's your idea in the first place.
5. Get commitment by fixing specifics
Agreement without commitment are wasted efforts! Set your boss a date, time for next meeting, dateline to accomplish, or budget deadline. If it's a big project, make a gantt chart for commitment.
Remember to speak with confidence and conviction projecting yourself as a problem solver to your boss.
Kacak5 Management
Monday, 9 November 2009
Perform better, sell more!
Program words of wisdom:-
Program’s right answers to wrong questions are just as wrong as Program’s wrong answers to right questions.
1. Impact
We learn faster if we are interested and curious about the subject matter. It help if employees are in the best environment to support learning when the mentors are well prepared and in sync. The impact of new material should have an emotional appeal that can be transferred into a new application and skill.
2. Repetition
Repeat anything often enough with conviction and it becomes part of you. After learning strategies and statements that worked and adapting them, we could use these knowledge at the right time to bring benefits to our customers and company.
3. Utilisation
Basic law of possession, "use it or lose it". Meeting decision makers about your products/ services and being prepared at the right time is vital to sales success. Learning all your company offering and presenting in an organised manner utilising the "golden hour" to schedule meeting as many people as possible.
A Factory experience.
A medical customer came to visit while a Process Engineer ask what kind of quality level would be required. The customer replied " IPC Class 3". The surprised Engineer asked, "what's that?"
I suggested a separate internal discussion and explain the Process Engineer needs to read more.
In the electronics manufacturing environment, IPC Class 3 would meant "IPC-A-610-D, Class 3". This is an international workmanship quality level documented limit where we refers to in case of dispute. Ranging from Class 1 (lowest level) to Class 3 (highest level), even the Class 3 have their minimum quality tolerance.
The Quality Manager knows the customer is satisfied with our workmanship quality but was surprised by the poor product knowledge of new staff member. Now we have frequent written pop quizzes with pictures of acceptable limits until the staff learnt all of them.
Kacak5 Management
Program’s right answers to wrong questions are just as wrong as Program’s wrong answers to right questions.
To perform well in business, core business teams and leaders must learn the basic fundamentals of their industry, to out-think and out-perform competitors.
Knowing how to acquire information and transferring it into knowledge is vital to Program and Business Managers. Here are the 3 insights to boosting your sales.1. Impact
We learn faster if we are interested and curious about the subject matter. It help if employees are in the best environment to support learning when the mentors are well prepared and in sync. The impact of new material should have an emotional appeal that can be transferred into a new application and skill.
2. Repetition
Repeat anything often enough with conviction and it becomes part of you. After learning strategies and statements that worked and adapting them, we could use these knowledge at the right time to bring benefits to our customers and company.
3. Utilisation
Basic law of possession, "use it or lose it". Meeting decision makers about your products/ services and being prepared at the right time is vital to sales success. Learning all your company offering and presenting in an organised manner utilising the "golden hour" to schedule meeting as many people as possible.
A Factory experience.
A medical customer came to visit while a Process Engineer ask what kind of quality level would be required. The customer replied " IPC Class 3". The surprised Engineer asked, "what's that?"
I suggested a separate internal discussion and explain the Process Engineer needs to read more.
In the electronics manufacturing environment, IPC Class 3 would meant "IPC-A-610-D, Class 3". This is an international workmanship quality level documented limit where we refers to in case of dispute. Ranging from Class 1 (lowest level) to Class 3 (highest level), even the Class 3 have their minimum quality tolerance.
The Quality Manager knows the customer is satisfied with our workmanship quality but was surprised by the poor product knowledge of new staff member. Now we have frequent written pop quizzes with pictures of acceptable limits until the staff learnt all of them.
Kacak5 Management
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