The document discusses improving the interview process for hiring. It suggests that managers overestimate their ability to determine skills from interviews alone. It provides five steps to structure interviews: 1) Use structured, behavioral interviews; 2) Decide objective metrics for evaluating candidates; 3) Train interviewers on techniques and criteria; 4) Set a schedule to track time spent on hiring; 5) Take detailed, consistent notes during interviews for accurate documentation. The goal is to make interviews more objective and remove reliance on "gut instinct" to make the best hires.
Telecommuting is becoming increasingly common, with 20-30 million US workers and 24% of global companies allowing remote work. While it provides benefits like lower costs and a better work-life balance, it also presents challenges like communication and project management issues. To minimize disadvantages, employers should select the right employees suited for independent work, implement strong security practices for remote device and data access, and use project tracking software to monitor progress across remote and in-office workers. Doing so allows businesses to realize the benefits of telecommuting while addressing potential downsides.
The .NET Framework provides a consistent programming environment for application development. It consists of a common language runtime, framework classes and libraries, and ASP.NET. The .NET Framework architecture includes a base class library, common language specification, and common language runtime to provide a safe and secure environment for code execution. ASP.NET allows developers to create dynamic web applications and services. This project is an e-commerce website that allows users to register, login, shop, and place orders to purchase various products like laptops, hard drives, and networking equipment online from a business.
Data is raw facts and events that are recorded, information is processed data that is meaningful and relevant, and intelligence emerges from information that has been analyzed and from which conclusions have been drawn. Management information systems process data into useful information reports and dashboards to help managers make effective decisions. There are three main categories of information technology - functional IT that supports tasks, network IT that enables collaboration, and enterprise IT that structures interactions across the organization.
The document discusses online shopping. It defines online shopping as purchasing goods or services directly from a seller over the internet without an intermediary. The pros of online shopping include convenience of shopping from home at any time without lines, easier comparison shopping, and access to many stores. The cons are an inability to physically see items, more difficult returns, and potential security issues. Common forms of payment and tips for protecting yourself are also outlined. Popular online retail sites and tools for reselling items or comparing prices are then listed.
The document discusses how in today's knowledge economy, companies must account for the value and profitability of each employee and project. It introduces the P5 continuum as a process for organizations to improve their project accounting from a state of "chaos" to "order" by tracking direct costs, labor hours, expenses, and integrating this data with revenue to determine per-person, per-project profitability. Going through this process will provide strategic insights needed for business success.
THE SEARCH FOR THE RIGHT INTEGRATION TO PAYROLL AND ACCOUNTING SOLUTIONwilliamsjohnseoexperts
W Squared provides business process outsourcing solutions and needed a time tracking system that integrated with their Microsoft Dynamics GP accounting and ADP payroll systems, and allowed customizations. They implemented Journyx, which met their needs by capturing time tracking, payroll and project data in one system. This allowed W Squared to use the time tracking data for billing clients and analyzing project profitability.
The document discusses how product delays can negatively impact businesses and consumers. While consumers understand that unforeseen issues can cause delays, continual or lengthy delays leave customers feeling angry and lead them to lose interest in the product. This is exemplified by the video game Duke Nukem Forever, which took 15 years to release and was ultimately a disappointment. For businesses, the article warns that scope creep from poor forecasting of budgets, personnel, and resources is a major cause of delays. Missed deadlines hurt businesses, but continuing to fund lost causes is even worse and can result in wasted time and missed opportunities. Tracking time and resources carefully can help curb scope creep and allow businesses to cut their losses on failing projects before it
The document discusses improving the interview process for hiring. It suggests that managers overestimate their ability to determine skills from interviews alone. It provides five steps to structure interviews: 1) Use structured, behavioral interviews; 2) Decide objective metrics for evaluating candidates; 3) Train interviewers on techniques and criteria; 4) Set a schedule to track time spent on hiring; 5) Take detailed, consistent notes during interviews for accurate documentation. The goal is to make interviews more objective and remove reliance on "gut instinct" to make the best hires.
Telecommuting is becoming increasingly common, with 20-30 million US workers and 24% of global companies allowing remote work. While it provides benefits like lower costs and a better work-life balance, it also presents challenges like communication and project management issues. To minimize disadvantages, employers should select the right employees suited for independent work, implement strong security practices for remote device and data access, and use project tracking software to monitor progress across remote and in-office workers. Doing so allows businesses to realize the benefits of telecommuting while addressing potential downsides.
The .NET Framework provides a consistent programming environment for application development. It consists of a common language runtime, framework classes and libraries, and ASP.NET. The .NET Framework architecture includes a base class library, common language specification, and common language runtime to provide a safe and secure environment for code execution. ASP.NET allows developers to create dynamic web applications and services. This project is an e-commerce website that allows users to register, login, shop, and place orders to purchase various products like laptops, hard drives, and networking equipment online from a business.
Data is raw facts and events that are recorded, information is processed data that is meaningful and relevant, and intelligence emerges from information that has been analyzed and from which conclusions have been drawn. Management information systems process data into useful information reports and dashboards to help managers make effective decisions. There are three main categories of information technology - functional IT that supports tasks, network IT that enables collaboration, and enterprise IT that structures interactions across the organization.
The document discusses online shopping. It defines online shopping as purchasing goods or services directly from a seller over the internet without an intermediary. The pros of online shopping include convenience of shopping from home at any time without lines, easier comparison shopping, and access to many stores. The cons are an inability to physically see items, more difficult returns, and potential security issues. Common forms of payment and tips for protecting yourself are also outlined. Popular online retail sites and tools for reselling items or comparing prices are then listed.
The document discusses how in today's knowledge economy, companies must account for the value and profitability of each employee and project. It introduces the P5 continuum as a process for organizations to improve their project accounting from a state of "chaos" to "order" by tracking direct costs, labor hours, expenses, and integrating this data with revenue to determine per-person, per-project profitability. Going through this process will provide strategic insights needed for business success.
THE SEARCH FOR THE RIGHT INTEGRATION TO PAYROLL AND ACCOUNTING SOLUTIONwilliamsjohnseoexperts
W Squared provides business process outsourcing solutions and needed a time tracking system that integrated with their Microsoft Dynamics GP accounting and ADP payroll systems, and allowed customizations. They implemented Journyx, which met their needs by capturing time tracking, payroll and project data in one system. This allowed W Squared to use the time tracking data for billing clients and analyzing project profitability.
The document discusses how product delays can negatively impact businesses and consumers. While consumers understand that unforeseen issues can cause delays, continual or lengthy delays leave customers feeling angry and lead them to lose interest in the product. This is exemplified by the video game Duke Nukem Forever, which took 15 years to release and was ultimately a disappointment. For businesses, the article warns that scope creep from poor forecasting of budgets, personnel, and resources is a major cause of delays. Missed deadlines hurt businesses, but continuing to fund lost causes is even worse and can result in wasted time and missed opportunities. Tracking time and resources carefully can help curb scope creep and allow businesses to cut their losses on failing projects before it
Companies must take a tactical approach to ensure they have the resources and time to complete projects outside their daily routine. An automated time and project tracking system can help reduce the risk of failure by preventing scheduling conflicts and allowing companies to plan for employee absences. Examining past similar projects also helps set accurate timelines and expectations to avoid delays. Taking these steps allows companies to efficiently manage projects and initiatives while avoiding overworked employees and angry stakeholders.
The document discusses how the White House has handled petitions on the "We the People" website, which allows citizens to petition the government on popular issues. While some petitions have been frivolous or intended as humor, the White House has responded well by addressing petitions with humor itself and showing openness to negative feedback. This shows strength and can recruit other supporters. The document suggests businesses can learn from this approach to maintain transparency and respect with customers.
Time-bound customer service is important for small businesses to engage customers effectively while managing resources. First, determine which staff members are involved in customer communication so the new strategy affects everyone. Consider dedicating a certain amount of time daily to direct communications, but using other organized methods like email forms can help address multiple complaints at once more efficiently than constant access. Customers still need to feel heard, even with a structured system, so acknowledge each issue and track time spent on complaints to balance customer satisfaction and costs.
Five common sense time management mistakes in project accounting — and tips t...williamsjohnseoexperts
The document discusses five common mistakes made in project accounting and time management. [1] It argues that tracking time is important for measuring productivity and costs. [2] It says that any system will not work and an easy-to-use system is needed for accurate tracking. [3] It notes the importance of tracking all time and expenses, even those not directly related to projects. [4] It emphasizes making systems simple to use but still robust. [5] Finally, it stresses the importance of consistently reviewing and acting on the tracked data.
Journyx is a software company founded in 1996 that automates payroll, billing, cost accounting and time/expense management. With 30 employees, Journyx helps customers of all sizes maximize profitability and productivity, including companies like Crate&Barrel, Schlumberger, and Honeywell. The CEO Curt Finch realized success through implementing better accounting, customer support tracking, and performance metrics to improve vision and drive the business forward.
Modern tech businesses allow employees more flexibility and reduced structure in their work. This fosters creativity and innovation. Employees feel less pressure to just fill their time and more to work smarter and add more value. Businesses create environments where employees can work collaboratively or remotely. This facilitates out-of-the-box thinking. However, businesses must ensure employees remain productive. Reduced structure is best for creative roles not tied to rigid schedules, like technical support or sales. Flexibility can boost job satisfaction and original contributions if given to the right employees.
Businesses often leverage partnerships to increase offerings for customers. It is important to manage expectations with partners and ensure the partnership is profitable for both parties. Partners should meet expectations like preparing for events and providing interesting material. Problem partners should be replaced as quickly as customers since they represent the company even if not employed there. Partnership management responsibilities should be tracked and underperforming partners dropped to avoid wasting resources and employees' time.
Understanding True CRM Costs before Implementing an Enterprise Solutionwilliamsjohnseoexperts
The document discusses understanding the total cost of ownership (TCO) when evaluating and implementing a customer relationship management (CRM) system. It notes that TCO includes direct and indirect costs over the system's lifetime, not just upfront costs. When comparing options like building a system internally versus purchasing one, managers should calculate TCO by estimating development, maintenance, and opportunity costs, as purchased systems can have lower long-term costs. The document also stresses evaluating both costs and benefits through a return on investment analysis to properly assess different CRM solutions.
Managers often rely too heavily on interviews to make hiring decisions, but interviews provide little predictive value. To improve interviews as a hiring tool, managers should: 1) Structure interviews consistently using standardized questions aligned with job criteria. 2) Define metrics for evaluating candidates. 3) Train interviewers on effective techniques and the evaluation criteria. 4) Schedule interviews efficiently to respect both candidates' and interviewers' time. 5) Take thorough, standardized notes during interviews to allow for accurate comparison between candidates.
The document discusses definitions and characteristics of Web 2.0. It defines Web 2.0 as referring to more collaborative and richer user experiences on Internet applications compared to earlier brochure-style Web 1.0 sites. Key aspects of Web 2.0 include harnessing collective intelligence, new technologies like RSS and XML, collaboration and user-generated content, and new business models centered around advertising and usage-based models. Examples provided include Wikipedia, YouTube, blogs, and sites enabling mashups and user reviews.
Compensation Compliance for Federal Contractors: The Rules Have Changed!williamsjohnseoexperts
The document discusses changes to rules around compensation compliance for federal contractors. It notes that the Office of Federal Contract Compliance Programs (OFCCP) has expanded its audits to include compensation programs, analyzing factors like base salary and bonuses. Contractors must now provide W2 and 1099 compensation data and be prepared to justify any pay disparities over $2,000 between employees. To prepare, the document advises contractors to develop a compliant compensation program using market data to classify roles, rather than relying on government contract job titles.
The document discusses how Curt Finch was interviewed by Jim Blasin to share how he started his technology company Journyx with the goal of developing software to help businesses more accurately track employee and project time and costs in order to increase competitiveness and profitability. For additional details, a link is provided to learn more about Curt Finch's entrepreneurial story and the founding of Journyx.
This document discusses three ways for business owners to revamp communication with employees:
1. Change how messages are delivered by using video messages instead of just emails to allow employees to see the sender's face.
2. Try new communication platforms and software to better connect remote and scattered teams by allowing them to easily share files and track tasks.
3. Rebuild communication fundamentals by making time to connect with employees through listening instead of just talking, in order to understand their perspectives rather than just respond. Strong communication involves both transmitting messages and listening skills.
Project Portfolio Management (PPM) solutions help organizations align resources with business demands and track projects' costs and employees' workloads. PPM software allows project managers to understand projects' profitability by tracking labor hours and rates. It also ensures the right resources are allocated by providing visibility into employees' availability and schedules. However, companies often purchase overly complex PPM solutions without using full functionality and waste money on partial rollouts. It is best to select a PPM tool scaled to immediate needs through research.
Journyx can be configured to track more than just employee time. It has helped an automobile manufacturer save money by automating the process for charging back suppliers for defective parts. The system logs part details and storage locations, then bills suppliers. Journyx also helps a client track production metrics and quantities to understand which employee types are suited to certain work. Additionally, some clients use it to track equipment use for accurate billing, logging details that are converted to monetary values.
Journyx has been developing their Pinterest page to communicate their company culture and values through images that inspire and showcase their office lifestyle, fun events, and time management strategies. They have boards highlighting innovative time management, company events, and want to better connect with followers by sharing the personal sides and ideas of their employees. Journyx invites feedback on what others want to see on their Pinterest page.
This document outlines steps to achieve per-project profitability through accurate project cost tracking and data analysis. It recommends: 1) Evaluating past project data to improve estimates; 2) Tracking hours and expenses per project for early problem detection; 3) Adding labor rates for a full cost view; 4) Allocating indirect costs fairly across projects; and 5) Calculating per-project profitability to focus on profitable work. Accurate cost data allows problems to be found and addressed early, improving project outcomes and overall profitability.
This document discusses communication options for businesses in the age of mobile devices and online communication channels. It outlines different tiers of communication including individual, team, and company-wide options. Examples of applications for each type are provided, such as Office Bleepster for individual messaging, OneTeam for team collaboration, and Salesforce Chatter or Yammer for internal company social networks. The document argues that businesses should leverage employees' personal devices and these new communication tools to improve efficiency through more flexible communication options.
The document compares cloud storage services Google Drive, Skydrive, and Dropbox. It examines their storage capacity and pricing, mobile apps, collaboration features, and integration capabilities. While Dropbox was initially popular, Google Drive and Skydrive now offer more competitive pricing and storage options. For users invested in Google or Microsoft ecosystems, Google Drive or Skydrive may be better choices due to their tighter integration. Overall, the author concludes that both Google Drive and Skydrive are excellent cloud storage options, and their competition will drive continued innovation.
The Journyx team held an unconventional team building event where they watched popular TED Talks while eating tasty tacos from Torchy's Tacos. They viewed talks from Steve Jobs on living life to the fullest and one on achieving work-life balance. Events like this that bring employees together can boost efficiency by strengthening bonds between coworkers and helping the workplace feel less disconnected.
Prescriptive analytics BA4206 Anna University PPTFreelance
Business analysis - Prescriptive analytics Introduction to Prescriptive analytics
Prescriptive Modeling
Non Linear Optimization
Demonstrating Business Performance Improvement
Companies must take a tactical approach to ensure they have the resources and time to complete projects outside their daily routine. An automated time and project tracking system can help reduce the risk of failure by preventing scheduling conflicts and allowing companies to plan for employee absences. Examining past similar projects also helps set accurate timelines and expectations to avoid delays. Taking these steps allows companies to efficiently manage projects and initiatives while avoiding overworked employees and angry stakeholders.
The document discusses how the White House has handled petitions on the "We the People" website, which allows citizens to petition the government on popular issues. While some petitions have been frivolous or intended as humor, the White House has responded well by addressing petitions with humor itself and showing openness to negative feedback. This shows strength and can recruit other supporters. The document suggests businesses can learn from this approach to maintain transparency and respect with customers.
Time-bound customer service is important for small businesses to engage customers effectively while managing resources. First, determine which staff members are involved in customer communication so the new strategy affects everyone. Consider dedicating a certain amount of time daily to direct communications, but using other organized methods like email forms can help address multiple complaints at once more efficiently than constant access. Customers still need to feel heard, even with a structured system, so acknowledge each issue and track time spent on complaints to balance customer satisfaction and costs.
Five common sense time management mistakes in project accounting — and tips t...williamsjohnseoexperts
The document discusses five common mistakes made in project accounting and time management. [1] It argues that tracking time is important for measuring productivity and costs. [2] It says that any system will not work and an easy-to-use system is needed for accurate tracking. [3] It notes the importance of tracking all time and expenses, even those not directly related to projects. [4] It emphasizes making systems simple to use but still robust. [5] Finally, it stresses the importance of consistently reviewing and acting on the tracked data.
Journyx is a software company founded in 1996 that automates payroll, billing, cost accounting and time/expense management. With 30 employees, Journyx helps customers of all sizes maximize profitability and productivity, including companies like Crate&Barrel, Schlumberger, and Honeywell. The CEO Curt Finch realized success through implementing better accounting, customer support tracking, and performance metrics to improve vision and drive the business forward.
Modern tech businesses allow employees more flexibility and reduced structure in their work. This fosters creativity and innovation. Employees feel less pressure to just fill their time and more to work smarter and add more value. Businesses create environments where employees can work collaboratively or remotely. This facilitates out-of-the-box thinking. However, businesses must ensure employees remain productive. Reduced structure is best for creative roles not tied to rigid schedules, like technical support or sales. Flexibility can boost job satisfaction and original contributions if given to the right employees.
Businesses often leverage partnerships to increase offerings for customers. It is important to manage expectations with partners and ensure the partnership is profitable for both parties. Partners should meet expectations like preparing for events and providing interesting material. Problem partners should be replaced as quickly as customers since they represent the company even if not employed there. Partnership management responsibilities should be tracked and underperforming partners dropped to avoid wasting resources and employees' time.
Understanding True CRM Costs before Implementing an Enterprise Solutionwilliamsjohnseoexperts
The document discusses understanding the total cost of ownership (TCO) when evaluating and implementing a customer relationship management (CRM) system. It notes that TCO includes direct and indirect costs over the system's lifetime, not just upfront costs. When comparing options like building a system internally versus purchasing one, managers should calculate TCO by estimating development, maintenance, and opportunity costs, as purchased systems can have lower long-term costs. The document also stresses evaluating both costs and benefits through a return on investment analysis to properly assess different CRM solutions.
Managers often rely too heavily on interviews to make hiring decisions, but interviews provide little predictive value. To improve interviews as a hiring tool, managers should: 1) Structure interviews consistently using standardized questions aligned with job criteria. 2) Define metrics for evaluating candidates. 3) Train interviewers on effective techniques and the evaluation criteria. 4) Schedule interviews efficiently to respect both candidates' and interviewers' time. 5) Take thorough, standardized notes during interviews to allow for accurate comparison between candidates.
The document discusses definitions and characteristics of Web 2.0. It defines Web 2.0 as referring to more collaborative and richer user experiences on Internet applications compared to earlier brochure-style Web 1.0 sites. Key aspects of Web 2.0 include harnessing collective intelligence, new technologies like RSS and XML, collaboration and user-generated content, and new business models centered around advertising and usage-based models. Examples provided include Wikipedia, YouTube, blogs, and sites enabling mashups and user reviews.
Compensation Compliance for Federal Contractors: The Rules Have Changed!williamsjohnseoexperts
The document discusses changes to rules around compensation compliance for federal contractors. It notes that the Office of Federal Contract Compliance Programs (OFCCP) has expanded its audits to include compensation programs, analyzing factors like base salary and bonuses. Contractors must now provide W2 and 1099 compensation data and be prepared to justify any pay disparities over $2,000 between employees. To prepare, the document advises contractors to develop a compliant compensation program using market data to classify roles, rather than relying on government contract job titles.
The document discusses how Curt Finch was interviewed by Jim Blasin to share how he started his technology company Journyx with the goal of developing software to help businesses more accurately track employee and project time and costs in order to increase competitiveness and profitability. For additional details, a link is provided to learn more about Curt Finch's entrepreneurial story and the founding of Journyx.
This document discusses three ways for business owners to revamp communication with employees:
1. Change how messages are delivered by using video messages instead of just emails to allow employees to see the sender's face.
2. Try new communication platforms and software to better connect remote and scattered teams by allowing them to easily share files and track tasks.
3. Rebuild communication fundamentals by making time to connect with employees through listening instead of just talking, in order to understand their perspectives rather than just respond. Strong communication involves both transmitting messages and listening skills.
Project Portfolio Management (PPM) solutions help organizations align resources with business demands and track projects' costs and employees' workloads. PPM software allows project managers to understand projects' profitability by tracking labor hours and rates. It also ensures the right resources are allocated by providing visibility into employees' availability and schedules. However, companies often purchase overly complex PPM solutions without using full functionality and waste money on partial rollouts. It is best to select a PPM tool scaled to immediate needs through research.
Journyx can be configured to track more than just employee time. It has helped an automobile manufacturer save money by automating the process for charging back suppliers for defective parts. The system logs part details and storage locations, then bills suppliers. Journyx also helps a client track production metrics and quantities to understand which employee types are suited to certain work. Additionally, some clients use it to track equipment use for accurate billing, logging details that are converted to monetary values.
Journyx has been developing their Pinterest page to communicate their company culture and values through images that inspire and showcase their office lifestyle, fun events, and time management strategies. They have boards highlighting innovative time management, company events, and want to better connect with followers by sharing the personal sides and ideas of their employees. Journyx invites feedback on what others want to see on their Pinterest page.
This document outlines steps to achieve per-project profitability through accurate project cost tracking and data analysis. It recommends: 1) Evaluating past project data to improve estimates; 2) Tracking hours and expenses per project for early problem detection; 3) Adding labor rates for a full cost view; 4) Allocating indirect costs fairly across projects; and 5) Calculating per-project profitability to focus on profitable work. Accurate cost data allows problems to be found and addressed early, improving project outcomes and overall profitability.
This document discusses communication options for businesses in the age of mobile devices and online communication channels. It outlines different tiers of communication including individual, team, and company-wide options. Examples of applications for each type are provided, such as Office Bleepster for individual messaging, OneTeam for team collaboration, and Salesforce Chatter or Yammer for internal company social networks. The document argues that businesses should leverage employees' personal devices and these new communication tools to improve efficiency through more flexible communication options.
The document compares cloud storage services Google Drive, Skydrive, and Dropbox. It examines their storage capacity and pricing, mobile apps, collaboration features, and integration capabilities. While Dropbox was initially popular, Google Drive and Skydrive now offer more competitive pricing and storage options. For users invested in Google or Microsoft ecosystems, Google Drive or Skydrive may be better choices due to their tighter integration. Overall, the author concludes that both Google Drive and Skydrive are excellent cloud storage options, and their competition will drive continued innovation.
The Journyx team held an unconventional team building event where they watched popular TED Talks while eating tasty tacos from Torchy's Tacos. They viewed talks from Steve Jobs on living life to the fullest and one on achieving work-life balance. Events like this that bring employees together can boost efficiency by strengthening bonds between coworkers and helping the workplace feel less disconnected.
Prescriptive analytics BA4206 Anna University PPTFreelance
Business analysis - Prescriptive analytics Introduction to Prescriptive analytics
Prescriptive Modeling
Non Linear Optimization
Demonstrating Business Performance Improvement
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The Steadfast and Reliable Bull: Taurus Zodiac Signmy Pandit
Explore the steadfast and reliable nature of the Taurus Zodiac Sign. Discover the personality traits, key dates, and horoscope insights that define the determined and practical Taurus, and learn how their grounded nature makes them the anchor of the zodiac.
AI Transformation Playbook: Thinking AI-First for Your BusinessArijit Dutta
I dive into how businesses can stay competitive by integrating AI into their core processes. From identifying the right approach to building collaborative teams and recognizing common pitfalls, this guide has got you covered. AI transformation is a journey, and this playbook is here to help you navigate it successfully.
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The Most Inspiring Entrepreneurs to Follow in 2024.pdfthesiliconleaders
In a world where the potential of youth innovation remains vastly untouched, there emerges a guiding light in the form of Norm Goldstein, the Founder and CEO of EduNetwork Partners. His dedication to this cause has earned him recognition as a Congressional Leadership Award recipient.
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Efficient PHP Development Solutions for Dynamic Web ApplicationsHarwinder Singh
Unlock the full potential of your web projects with our expert PHP development solutions. From robust backend systems to dynamic front-end interfaces, we deliver scalable, secure, and high-performance applications tailored to your needs. Trust our skilled team to transform your ideas into reality with custom PHP programming, ensuring seamless functionality and a superior user experience.
Efficient PHP Development Solutions for Dynamic Web Applications
The Technical Support Project
1. The Technical Support Project
Staffing is the most critical part of creating a winning technical support team. If you
make mistakes with the steps discussed in my first article but excel at hiring and
managing your people, you will succeed in the end. If, however, you do well with the
mechanics and make mistakes with staffing, you will certainly fail.
Your Staff Today
Even if your current staff is doing a good job, you will still have to bring new people in to
help you rise from the ashes. I know you don‘t want to fire the people you have today—
that can be unpleasant—so give it some time and the problem will probably resolve
itself for you. Your current staff will naturally turn over when they get tired of listening to
complaining and blaming. Your task will then be to hire better than you have in the
past.
The Hiring Process
Each employee comes with their own set of technical skills, personality quirks and
attitudes, so give plenty of thought to what your hiring criteria will be before you even
begin. The easiest way to approach this is to make a list of the minimum technical skills
that your new team must contain, and then narrow that list down to determine which
skills each individual must have for their specific job.
Next, think about which character traits you want in your team. The following are some
that I have found to be incredibly useful.
• Quick Learner – It is easy to test potential candidates for how quickly they learn
new concepts. Find a few puzzles that build upon each other in complexity, then show
the candidate the first. Afterwards, ask him/her to solve the second. Under the pressure
of a job interview, can this person digest the information and apply it? If not, this
candidate should be avoided.
• Responsible – You can ask specific questions to measure a person‘s sense of
responsibility. Can they tell you about a time when they made a mistake that hurt
someone else? Someone who doesn‘t have a strong emotional reaction to telling you
such a story is not the right person for you.
2. • Empathetic – Empathy is very important because it guides communication with
angry customers. During the interview process, I ask references if they think the
candidate is an empathetic person. You can also ask candidates to take a Meyers-
Briggs personality test. ‗F‘ personality types tend to be more empathetic than others, so
you can interpret their results accordingly.
• Curious – Technical support is nothing more than a long series of problems to be
solved, and a person who is naturally curious is best suited for this type of work. In
interviews, I ask about hobbies to find out if a person is curious. For example, one of my
staff members was taking a welding class when I interviewed him. I asked him why and
he answered, ―I was curious about how it worked. Since I had some free time, I thought
I would give it a try.‖ I have never been disappointed with his internal drive to figure out
technical problems.
• Logical – A logical person will approach complex problems and say to themselves,
―I can figure this out.‖ For this reason, I actually test for logic during interviews by getting
a few logic puzzles together, making them multiple-choice and giving them to the
candidate. One previous candidate was asked, ―Which is more valuable, a trunk full of
nickels or a trunk full of dimes?‖ The candidate chose nickels, and when I asked why,
replied, ―Well, I thought that since nickels are bigger, they must be worth more.‖ This
person did not approach problems logically, so I did not hire them.
• Trustworthy – You must be able to trust the people on your team, so during the
course of your interview, imagine that the person sitting before you is a friend of yours
who has volunteered to take care of your personal business while you go on vacation.
Ask yourself if you would trust them to collect your mail, feed your pets and take care of
your house. If not, you shouldn‘t hire them.
Managing the Team
While hiring is important, some portion of my success comes from my management
style. I‘m not perfect, but I have an intentional plan for how I manage and I stick to it as
best I can.
1. Train your team well
Good training leads to capable support people. You are going to be hiring people to
figure out problems, so clearly you can‘t train them on precisely what they are going to
be working on. The objective here is to do the best you can. Don‘t, for example, put
them into entirely unfamiliar systems and ask them to demonstrate proficiency right
away.
Your current staff are probably under-trained, so as you work on creating a winning
3. team, get real product training scheduled for them. You should also make ongoing
training a priority, especially when it comes to new product releases.
2. Set goals and boundaries
Setting goals for your staff is easy—simply make them SMART (Specific, Measurable,
Achievable, Relevant and Time-Based). Boundaries, however, are slightly more
complicated. I usually explain them to my people like this: ―That decision requires a
context of information that you don‘t have—for example, you are not tuned in to other
department‘s schedules. It‘s not a matter of trust, but a matter of knowledge and
responsibility. You don‘t have time to know everything and shouldn‘t have to be
responsible for everything. Right up to the boundary, do what is right for the customer
and the company. Talk to me when you are asked to cross a boundary or when you feel
like it is the right thing to do. I‘ll take the responsibility for making those decisions.‖
3. Listen to and help them
Unfortunately, many managers treat their staff like servants while the goal of
management is actually the opposite—to help people do their jobs better. I consider
myself the one-man technical support team enablement department. Consequently, my
team knows that my door is always open. They have my cell phone number and are not
afraid to use it. Allow your team to do the same.
4. Review their performance
Everybody needs to know how they are doing, so give your staff their appropriate praise
and correction. As a rule, praise should be public and correction should be private. You
should also do regular performance reviews and have a job growth plan in place in
order to keep the best people around.
Holding periodic meetings will promote communication and let your people know how
they are doing as a team. If there is a problem, you can discuss it without assigning
blame to anyone. Tell your team that you want to discuss the process they are having
difficulty with in order to ensure that it is the best process for them. Take comments and
suggestions on how to improve. This kind of input is priceless.
5. Trust your staff
4. If you have done everything else, the final step is to let your people do their jobs. Unless
you are a micromanager, this should be the easy part. Give them the self-confidence
they deserve through showing that you trust them.
Keeping Your Team Happy
It is always important to focus on boosting morale. Don‘t wait for it to drop before you do
something about it, or it will be too late. Small things such as buying lunch for your team
more often than other department heads do will go a long way towards keeping them
happy.
Long-Term Retention
Retention is much more important in a technical support team than anywhere else.
Development, marketing, sales and accounting will all have an easier time training a
new employee than you will in technical support. This means that you need to have a
plan in place for retaining your best people. It will likely include the management style I
just described, as well as giving raises, bonuses and promotions.
This is why hiring is so important in the first place. You will want to live with the
consequences of your selections for a long time.
Reference link: http://www.hr.com/en/app/blog/2012/11/the-technical-support-
project_ha00ec7b.html