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Answer Upon - A Fracas in the Franchise - Keep Your Customers by Keeping Your Workers
You cannot have a project-specific vision when beginning a Six Sigma initiative. It is essential that you develop a perspective with a comprehensive and an all-encompassing viewpoint that reaches out of the scope of the project on hand.Begin the Project Selection with the Right InitiativeSelect the project for Six Sigma implementation after weighing priorities. This does not mean that you should dive at the most pressing problem first without looking at constraints. Here is a brief guideline for project selection as initiation of Six Sigma.1. Not all projects incur or help save same amounts of money. This infers that apart from monetary considerations, you should look at weighted aspects such as simplifying draconian procedures, improvement of employee satisfaction and the potential to produce an outstanding and exemplary result that instigates further improvement projects.2. Decision about Belts and their placement makes way for some of the tough steps while initiating a Six Sigma
"Moscow aside, if you look at central and eastern Europe, Bucharest is probably the biggest and most interesting opportunity for property investors right now," says Edit Vesser, corporate director for CB Richard Ellis in Bucharest in an article recently published by the esteemed Irish Times.In February 2005, I first alerted readers of Escape Artist to the incredible potential latent in the Eastern European country of Romania. Several readers who contacted me purchased land through a realtor that I advised them of in an area outside of the city limits of Bucharest at 40 Euro per square meter. That land today is now fetching an estimated 200 Euro per square meter.I was cautioned by colleagues to refrain from quoting the above figures as they seem quite sensational. Indeed, they are representative of unique successes and do not represent the average gain to be expected on property held in the Bucharest area for less then one year. However, such gains are possible and it is not uncommon to hear of su
Repeat business is the life-blood of any business worth its salt. Coupled with a structured approach to increasing market share, looking at the ‘window of opportunity’ and delivering services with excellence and cultivating positive customer perceptions would appear to be a recipe for success.
Have you ever stood at the front counter of a business and overheard employee dialogue or noticed that some employees appear to convey displeasure with their
My past articles have hopefully given you some ideas on how to make your online registration campaign a successful one. Here are 3 more 'quick tips' to help your event be a great success.1. Recruit Testers to Break your RegistrationFully test your registration pages before going live with them. It is much easier to spend the time up front than to have the hassles and embarrassment of a misaligned registration form. Sometimes you can just be too close to it and need another set of eyes to do an adequate job of testing.The more testing you do, the smoother everything will go. Rehearse the registration while it is still in testing mode with several people in your organization. Ask the tech support advisors of your online registration provider to test it for you. Their expertise in event setup will ensure you're getting the most out of the application.2. Bring Back the People Who Abandon Some systems are able to automatically email people who came to regist
Repeat business is the life-blood of any business worth its salt. Coupled with a structured approach to increasing market share, looking at the ‘window of opportunity’ and delivering services with excellence and cultivating positive customer perceptions would appear to be a recipe for success.
Have you ever stood at the front counter of a business and overheard employee dialogue or noticed that some employees appear to convey displeasure with their
Douglas Wilder, former Governor of the Commonwealth of Virginia, and the first elected Black Governor in the United States gave me advice that I will never forget. He said, "From this point on, when you walk into a room, walk in that room like you own it, when you talk with people remember to stand on your principles, keep your word, and people will want to associate with you." His advice became synonymous with my career and everyday living.At the time, that advice seemed a bit arrogant, but in retrospect, his advice has granted me passages into many executive suites, corporate boardrooms and has helped me build solid relationships. His advice came at a time when I was desperately seeking to glean knowledge and help from anyone who was willing to share insight on what it takes to be successful in business as a young African-American-especially one on the lecture circuit.Seemingly overnight, in a section of Fairfax, Virginia, businesses stretching a two-block radius have changed ownership from a p
Have you ever stood at the front counter of a business and overheard employee dialogue or noticed that some employees appear to convey displeasure with their
The A.C.E.S. model of exceptional customer service is a simple pneumonic and diagnostic tool that will help you evaluate your company’s ability to deliver service to the customer. Once you have your diagnosis, you then know where to apply corrective measures if needed.A.C.E.S. helps employees focus on the three component parts of customer service. This model complements my 4 (and 7) laws of exceptional customer service.The ACES model is a simple formula Attitude + Competence + Empowerment = (exceptional) ServiceThe first component, Attitude, contains the attitudes and beliefs that are required to provide excellent customer service. These include the basic imperative of providing service to others (as oppose to oneself), of improving the customer’s condition, that problems are opportunities to excel, that positive energy and good humor are essential, and so on. The attitude factor can be assessed at macro and micro levels including: the corporate culture, the overall workforce, the gene
Have you ever stood at the front counter of a business and overheard employee dialogue or noticed that some employees appear to convey displeasure with their
Here’s What Happened to Me: About a year ago I worked with three enterprising women who were considering a start-up company specializing in makeup and a bath and body line. They were a good referral from a trusted business colleague. When these clients first contacted me, they hadn’t done any research in their client market, they had no business plan and they had no idea what type of logo they wanted. Nor did they know what their business was about, what their competition was doing, or even who their customers were. They just thought, “We need a logo design of some kind that will define our company, so let’s hire a designer”. These clients were intelligent, fun and enthusiastic women who said they wanted logo design – but in retrospect I now know they needed was not logo design but concept design. NOTE: If you’re a small business owner here’s an important point you don’t want to miss: your company should defin
As a person, and practitioner, interested in people it has often been my observation that many Franchisees need to wake up and realise that people management is not that complicated or as difficult as they may have thought. There are a few simple things that can be done to build an environment of high trust amongst employees.
However, it appears that not all franchise owners practise what they preach. Many espouse that ‘we treat our employees as valuable assets of the business’. This has always been a great source of amusement t
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