This document discusses taking a holistic strategic approach to providing world-class customer service. It emphasizes that customer service starts with defining an organization's promise and purpose, and ensuring personnel are supported to honor those promises through effective processes and empowered, responsible employees. The document cautions that poor customer service can stem from misaligned standards or personnel not being given proper support or accountability. It concludes by noting that achieving excellent customer service requires an integrated strategy across the organization.
Destiny Cheesman is recommended for a position at ADP. She has completed a rigorous leadership training program through the National Society of Leadership and Success, where she learned skills like teamwork, goal setting, and accountability. Destiny earned a Certificate of Leadership Training after many hours of training, including broadcasts with experts and bi-weekly meetings. Only 1% of students complete this certification process, showing Destiny's dedication to leadership development.
Ocupational Health Training - HSE - NeuroCoachingLuis Gaviria
http://gaventerprise.com/hse/ocupational-health-training-1/ HSE: Ocupational Health Training - Behavior Based Safety. NeuroCoaching.
Training for managers and leaders.
Luis Gaviria
The latest educational presentation from MSS titled “Pardon Me, Can You Spare Some Change?” brings a greater focus to the merits, framework, and challenges of calculated OCM while balancing the equation with the pitfalls of an incomplete OCM process.
Learn More: http://www.msstech.com/business-resources/guides/organizational-change-management-benefits/
This letter provides a strong personal recommendation for Chris Waters. The writer describes Chris as diligent, motivated to do things the right way, and excellent at troubleshooting difficult problems. As a result of Chris' efforts, the facility ran with minimal downtime, high throughput, reduced costs, and higher profits. The writer also notes that Chris developed an understanding of high-level operations and could be trusted to make recommendations and decisions. The writer highly recommends Chris for employment due to his adaptable character and ability to lead people.
The document outlines several primary foundations for a successful company, including embracing ethics, valuing employees, effective communication, safety practices, and treating people as the most valuable asset. Key aspects are communicating ethics regularly, understanding employees' perspectives, rewarding and engaging with employees, prioritizing safety, and realizing that the company relies on its people.
GiANT Worldwide is a global company that provides leadership development and transformation through apprenticeship and skills multiplication. Their methodology uses tools and language to help leaders understand themselves and connect with others, have difficult conversations, and multiply leadership throughout organizations. Their proven 100X system includes discovery, team performance analysis, leadership intensives, and establishing organizational clarity through developing mission, vision, values, strategy and structure. They aim to grow humble, secure leaders who can lead themselves and others effectively.
Find all the useful information about David Kashmer in this presentation. Watch this slide to know his expertise areas of work. You can easily connect with David Kashmer on twitter - @DavidKashmer
Jasmin Waldmann Life Coaching Company provides coaching services to corporations to help employees improve skills like leadership, communication, efficiency, and stress management. They believe that with coaching, employees can reach their full potential and companies can benefit from higher productivity, less sick leave, and a happier work culture. Their services include workshops on time management, stress management, and leadership training to teach prioritization, delegation, setting targets, and leading teams effectively.
Destiny Cheesman is recommended for a position at ADP. She has completed a rigorous leadership training program through the National Society of Leadership and Success, where she learned skills like teamwork, goal setting, and accountability. Destiny earned a Certificate of Leadership Training after many hours of training, including broadcasts with experts and bi-weekly meetings. Only 1% of students complete this certification process, showing Destiny's dedication to leadership development.
Ocupational Health Training - HSE - NeuroCoachingLuis Gaviria
http://gaventerprise.com/hse/ocupational-health-training-1/ HSE: Ocupational Health Training - Behavior Based Safety. NeuroCoaching.
Training for managers and leaders.
Luis Gaviria
The latest educational presentation from MSS titled “Pardon Me, Can You Spare Some Change?” brings a greater focus to the merits, framework, and challenges of calculated OCM while balancing the equation with the pitfalls of an incomplete OCM process.
Learn More: http://www.msstech.com/business-resources/guides/organizational-change-management-benefits/
This letter provides a strong personal recommendation for Chris Waters. The writer describes Chris as diligent, motivated to do things the right way, and excellent at troubleshooting difficult problems. As a result of Chris' efforts, the facility ran with minimal downtime, high throughput, reduced costs, and higher profits. The writer also notes that Chris developed an understanding of high-level operations and could be trusted to make recommendations and decisions. The writer highly recommends Chris for employment due to his adaptable character and ability to lead people.
The document outlines several primary foundations for a successful company, including embracing ethics, valuing employees, effective communication, safety practices, and treating people as the most valuable asset. Key aspects are communicating ethics regularly, understanding employees' perspectives, rewarding and engaging with employees, prioritizing safety, and realizing that the company relies on its people.
GiANT Worldwide is a global company that provides leadership development and transformation through apprenticeship and skills multiplication. Their methodology uses tools and language to help leaders understand themselves and connect with others, have difficult conversations, and multiply leadership throughout organizations. Their proven 100X system includes discovery, team performance analysis, leadership intensives, and establishing organizational clarity through developing mission, vision, values, strategy and structure. They aim to grow humble, secure leaders who can lead themselves and others effectively.
Find all the useful information about David Kashmer in this presentation. Watch this slide to know his expertise areas of work. You can easily connect with David Kashmer on twitter - @DavidKashmer
Jasmin Waldmann Life Coaching Company provides coaching services to corporations to help employees improve skills like leadership, communication, efficiency, and stress management. They believe that with coaching, employees can reach their full potential and companies can benefit from higher productivity, less sick leave, and a happier work culture. Their services include workshops on time management, stress management, and leadership training to teach prioritization, delegation, setting targets, and leading teams effectively.
World Class Service: Creating a Positive Customer ExperienceRasmussen College
The document discusses barriers to delivering world class customer service such as lack of consistency, training, and accountability. It emphasizes that excellent customer service must become the norm and part of a company's DNA. Some examples of companies with strong customer service cultures include those with concierge-level service, unique experiences, transparency, empowered employees, and good relationships. The document provides tips for customer service skills training and discusses the importance of understanding customer feedback.
World Class Service Excellence by Roy QuejadaHomer Nievera
The document discusses achieving world class service excellence in three key areas: leadership, people, and system. Leadership involves understanding the guest journey and detecting customer needs. People focuses on selecting and training employees to deliver excellent service. The system aspect is about establishing efficient operations and service standards, gathering customer feedback, and continuously improving. The overall message is that providing a great customer experience requires focus on leadership, having the right people, and optimizing service systems.
Building a world class IT service organisationJawaid Bhatti
Building a world class IT service organisation requires establishing a sense of urgency, creating a guiding coalition, developing a vision and strategy, and communicating that vision. It also requires empowering broad-based action, generating short-term wins, consolidating gains, and anchoring new approaches in the organizational culture. Key elements include commitment, credibility, having the right strategy and culture, capable people, and effective processes supported by partners. The organization must display courtesy, skills, integrity, reliability, responsiveness, assurance, empathy, and provide tangible products, with awareness in communication and understanding.
The document discusses various topics related to problem solving, decision making, and creativity. It begins by defining problems, problem solving, and decision making. It then discusses creative problem solving and the key aspects of creativity. Several techniques for enhancing creativity and creative problem solving are outlined. The document also examines characteristics of creative leaders and organizational methods for enhancing creativity. Various problem solving techniques and models of decision making are described, including the classical, administrative, incremental, and mixed scanning models.
The Future of Customer Service: From Personal, to Self, to Crowd ServiceSteven Van Belleghem
The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other hand there’s a need for economic efficiency. The ultimate challenge for the customer service of the future consists in offering improved customer service at a lower cost.
In the years to come, every company will question its customer processes. Any sensible company will strive to create the ideal combination between efficiency and the perfect customer experience. Players who are only active online, such as Amazon.com and Booking.com, boast a highly efficient customer process. Even though their customers rarely come into contact with actual people they still provide a very satisfactory customer experience. Traditional companies have a history of a personal service burdened with a heavy cost structure.
To avoid overstretching, traditional companies must invest in digitization and in forging a personal (emotional) connection with the customer. Technology is opening up new possibilities in this regard but customers also like personal contact. This combination is shaping the future of customer service: a shift to self-service while still keeping things personal. Also, the service package is expanded by involving the customers themselves in the process. The customer-helps-customer philosophy (crowd service) enables companies to be more efficient and improve their service without losing sight of the human aspect. Fifty-five percent of consumers like the idea of other consumers helping them and 58% are prepared to help others . The customer is ready for crowd service.
This paper was written based on my own research (in collaboration with SSI and translation partner No problem!), desk research and discussions with companies. This paper takes a closer look at new trends and evolutions in the field of customer service.
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
Chapter 3 - Creative Problem Solving and Decsion Makingdpd
After studying this chapter, students should be able to explain concepts related to creative problem solving and decision making, including listing the six steps in the decision-making model and describing differences between programmed and nonprogrammed decisions. The document provides frameworks for classifying problems, setting objectives and criteria, generating alternatives, and analyzing options. It also discusses techniques like brainstorming, cost-benefit analysis, and participative decision models.
Customer service is important for businesses in the travel and tourism industry to meet and exceed customer expectations due to high competition. Providing good customer service leads to customer loyalty, competitive advantage, and lower costs for companies. Principles of good customer service include making a positive first impression, providing speedy and accurate service, developing a good company image, establishing clear customer service policies, promoting effective teamwork and communication across an organization, meeting diverse customer needs, and creating a mission statement that outlines a company's goals for customer satisfaction.
Project method is one of the modern method of teaching in which, the students point of view is given importance in designing the curricula and content of studies. This method is based on the philosophy of Pragmatism and the principle of ‘Learning by doing’. In this strategy pupils perform constructive activities in natural condition. A project is a list of real life that has been imparted into the school. It demands work from the pupils.
Problem solving & decision making at the workplaceFaakor Agyekum
This document discusses problem solving and decision making at the workplace. It outlines a problem solving model involving 6 steps: 1) recognizing and defining the problem, 2) gathering information, 3) analyzing the information, 4) developing and selecting solutions, 5) implementing the solution, and 6) evaluating the solution. It also describes a fishbone analysis tool used to identify root causes of problems by categorizing potential causes. Key aspects of effective problem solving include using a systematic approach, involving others, and evaluating solutions. The document also discusses making routine, adaptive, and innovative decisions and ingredients for good decision making such as following a process, involving teams, being creative and objective.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
http://www,saharconsulting.com
An Educational presentation about Problem solving and decision making using different tools and offering solutions to problem solving, creative thinking and Decision making
The document discusses decision making and problem solving. It covers defining problems, gathering relevant information to analyze problems, and generating and selecting alternatives. The problem solving process involves defining the problem, collecting information and measures, analyzing the problem, generating alternatives, selecting alternatives, and deciding on and implementing a solution. Cause and effect diagrams like fishbone diagrams can be used to identify and analyze the root causes of problems. Collecting the right information through questions is important for fully understanding problems before attempting to solve them.
50 Customer Service Quotes You Need to Hang In Your OfficeDesk
Customer service is tough in any industry. However, companies and organizations that produce incredible service to every customer have a clear competitive advantage. To remind you of the amazing opportunities that powerful customer service holds, here is a compilation of insightful words of wisdom from the best in the business.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
Problem Solving PowerPoint PPT Content Modern SampleAndrew Schwartz
139 slides include: teaching problem solving skills, evaluating how you solve problems, understanding the process: how to solve problems, 8 active listening techniques, primary issues for problem solvers, group or individual brainstorming, the problem solving framework, vertical and lateral thinking, adaptors and innovators as problem solvers, collaborative problem solving, leadership and creative work environments, four models of problem solving, SWOT, the 6 C's of decision making, how to's and more.
ReadySetPresent (Decision Making PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Successful and effective strategic decision making is a guarantee to increase productivity in every workplace. Decision Making PowerPoint Presentation Content slides include topics such as: the 6 C’s of decision making, inherent personal and system traps, 10+ slides on decision trees, 10+ slides on decision making methods and tips, 4 slides on the GOR approach to decision making, 8 slides on common pitfalls in decision making, 4 slides on effective strategies in making decisions, 35+ slides on the 8 major decision making traps and how to effectively minimize each, 7 slides on different decision making perspectives, 25 slides on the 3 different types of analysis (grid analysis – paired comparison analysis, and cost/benefit analysis), 4 slides on utilizing planning and overarching questions, 4 modes of decision making and 6 factors in decision making and more!
The document discusses how hotels can maximize their presence on TripAdvisor by encouraging reviews, responding to feedback, and utilizing TripAdvisor's tools and resources to showcase their business listings, photos, awards, and deals. It provides tips on how actively engaging with users and promoting positive reviews can impact a hotel's popularity and bottom line.
1) CSE provides independent validation of high customer service standards and an opportunity for organizations to improve customer satisfaction.
2) The document outlines key aspects of CSE including customer insight, service culture, information access, delivery, and consistency in quality and timeliness.
3) Achieving CSE certification requires understanding customer needs and feedback to ensure services meet expectations.
This document outlines 10 golden rules for providing excellent guest service, including having one person in charge, following the system, asking for help when needed, being on time and well-presented, treating others well, enjoying one's work, and being nice. It emphasizes giving guests an amazing experience and having a "magic touch" in one's service.
World Class Service: Creating a Positive Customer ExperienceRasmussen College
The document discusses barriers to delivering world class customer service such as lack of consistency, training, and accountability. It emphasizes that excellent customer service must become the norm and part of a company's DNA. Some examples of companies with strong customer service cultures include those with concierge-level service, unique experiences, transparency, empowered employees, and good relationships. The document provides tips for customer service skills training and discusses the importance of understanding customer feedback.
World Class Service Excellence by Roy QuejadaHomer Nievera
The document discusses achieving world class service excellence in three key areas: leadership, people, and system. Leadership involves understanding the guest journey and detecting customer needs. People focuses on selecting and training employees to deliver excellent service. The system aspect is about establishing efficient operations and service standards, gathering customer feedback, and continuously improving. The overall message is that providing a great customer experience requires focus on leadership, having the right people, and optimizing service systems.
Building a world class IT service organisationJawaid Bhatti
Building a world class IT service organisation requires establishing a sense of urgency, creating a guiding coalition, developing a vision and strategy, and communicating that vision. It also requires empowering broad-based action, generating short-term wins, consolidating gains, and anchoring new approaches in the organizational culture. Key elements include commitment, credibility, having the right strategy and culture, capable people, and effective processes supported by partners. The organization must display courtesy, skills, integrity, reliability, responsiveness, assurance, empathy, and provide tangible products, with awareness in communication and understanding.
The document discusses various topics related to problem solving, decision making, and creativity. It begins by defining problems, problem solving, and decision making. It then discusses creative problem solving and the key aspects of creativity. Several techniques for enhancing creativity and creative problem solving are outlined. The document also examines characteristics of creative leaders and organizational methods for enhancing creativity. Various problem solving techniques and models of decision making are described, including the classical, administrative, incremental, and mixed scanning models.
The Future of Customer Service: From Personal, to Self, to Crowd ServiceSteven Van Belleghem
The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other hand there’s a need for economic efficiency. The ultimate challenge for the customer service of the future consists in offering improved customer service at a lower cost.
In the years to come, every company will question its customer processes. Any sensible company will strive to create the ideal combination between efficiency and the perfect customer experience. Players who are only active online, such as Amazon.com and Booking.com, boast a highly efficient customer process. Even though their customers rarely come into contact with actual people they still provide a very satisfactory customer experience. Traditional companies have a history of a personal service burdened with a heavy cost structure.
To avoid overstretching, traditional companies must invest in digitization and in forging a personal (emotional) connection with the customer. Technology is opening up new possibilities in this regard but customers also like personal contact. This combination is shaping the future of customer service: a shift to self-service while still keeping things personal. Also, the service package is expanded by involving the customers themselves in the process. The customer-helps-customer philosophy (crowd service) enables companies to be more efficient and improve their service without losing sight of the human aspect. Fifty-five percent of consumers like the idea of other consumers helping them and 58% are prepared to help others . The customer is ready for crowd service.
This paper was written based on my own research (in collaboration with SSI and translation partner No problem!), desk research and discussions with companies. This paper takes a closer look at new trends and evolutions in the field of customer service.
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
Chapter 3 - Creative Problem Solving and Decsion Makingdpd
After studying this chapter, students should be able to explain concepts related to creative problem solving and decision making, including listing the six steps in the decision-making model and describing differences between programmed and nonprogrammed decisions. The document provides frameworks for classifying problems, setting objectives and criteria, generating alternatives, and analyzing options. It also discusses techniques like brainstorming, cost-benefit analysis, and participative decision models.
Customer service is important for businesses in the travel and tourism industry to meet and exceed customer expectations due to high competition. Providing good customer service leads to customer loyalty, competitive advantage, and lower costs for companies. Principles of good customer service include making a positive first impression, providing speedy and accurate service, developing a good company image, establishing clear customer service policies, promoting effective teamwork and communication across an organization, meeting diverse customer needs, and creating a mission statement that outlines a company's goals for customer satisfaction.
Project method is one of the modern method of teaching in which, the students point of view is given importance in designing the curricula and content of studies. This method is based on the philosophy of Pragmatism and the principle of ‘Learning by doing’. In this strategy pupils perform constructive activities in natural condition. A project is a list of real life that has been imparted into the school. It demands work from the pupils.
Problem solving & decision making at the workplaceFaakor Agyekum
This document discusses problem solving and decision making at the workplace. It outlines a problem solving model involving 6 steps: 1) recognizing and defining the problem, 2) gathering information, 3) analyzing the information, 4) developing and selecting solutions, 5) implementing the solution, and 6) evaluating the solution. It also describes a fishbone analysis tool used to identify root causes of problems by categorizing potential causes. Key aspects of effective problem solving include using a systematic approach, involving others, and evaluating solutions. The document also discusses making routine, adaptive, and innovative decisions and ingredients for good decision making such as following a process, involving teams, being creative and objective.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
http://www,saharconsulting.com
An Educational presentation about Problem solving and decision making using different tools and offering solutions to problem solving, creative thinking and Decision making
The document discusses decision making and problem solving. It covers defining problems, gathering relevant information to analyze problems, and generating and selecting alternatives. The problem solving process involves defining the problem, collecting information and measures, analyzing the problem, generating alternatives, selecting alternatives, and deciding on and implementing a solution. Cause and effect diagrams like fishbone diagrams can be used to identify and analyze the root causes of problems. Collecting the right information through questions is important for fully understanding problems before attempting to solve them.
50 Customer Service Quotes You Need to Hang In Your OfficeDesk
Customer service is tough in any industry. However, companies and organizations that produce incredible service to every customer have a clear competitive advantage. To remind you of the amazing opportunities that powerful customer service holds, here is a compilation of insightful words of wisdom from the best in the business.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
Problem Solving PowerPoint PPT Content Modern SampleAndrew Schwartz
139 slides include: teaching problem solving skills, evaluating how you solve problems, understanding the process: how to solve problems, 8 active listening techniques, primary issues for problem solvers, group or individual brainstorming, the problem solving framework, vertical and lateral thinking, adaptors and innovators as problem solvers, collaborative problem solving, leadership and creative work environments, four models of problem solving, SWOT, the 6 C's of decision making, how to's and more.
ReadySetPresent (Decision Making PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Successful and effective strategic decision making is a guarantee to increase productivity in every workplace. Decision Making PowerPoint Presentation Content slides include topics such as: the 6 C’s of decision making, inherent personal and system traps, 10+ slides on decision trees, 10+ slides on decision making methods and tips, 4 slides on the GOR approach to decision making, 8 slides on common pitfalls in decision making, 4 slides on effective strategies in making decisions, 35+ slides on the 8 major decision making traps and how to effectively minimize each, 7 slides on different decision making perspectives, 25 slides on the 3 different types of analysis (grid analysis – paired comparison analysis, and cost/benefit analysis), 4 slides on utilizing planning and overarching questions, 4 modes of decision making and 6 factors in decision making and more!
The document discusses how hotels can maximize their presence on TripAdvisor by encouraging reviews, responding to feedback, and utilizing TripAdvisor's tools and resources to showcase their business listings, photos, awards, and deals. It provides tips on how actively engaging with users and promoting positive reviews can impact a hotel's popularity and bottom line.
1) CSE provides independent validation of high customer service standards and an opportunity for organizations to improve customer satisfaction.
2) The document outlines key aspects of CSE including customer insight, service culture, information access, delivery, and consistency in quality and timeliness.
3) Achieving CSE certification requires understanding customer needs and feedback to ensure services meet expectations.
This document outlines 10 golden rules for providing excellent guest service, including having one person in charge, following the system, asking for help when needed, being on time and well-presented, treating others well, enjoying one's work, and being nice. It emphasizes giving guests an amazing experience and having a "magic touch" in one's service.
The presentation was from the Business as Mutual conference held at Anglia Ruskin University on 12th September 2012. To find out more visit www.businessasmutual.co.uk
This document provides an introduction to social impact assessment (SIA). SIA seeks to measure organizations' delivery of social, environmental, and economic outputs, outcomes, and impacts. It is a process undertaken by social enterprises, charities, community groups, and others to prove and improve their social impact. There are over 25 different methods to conduct an SIA, with Social Return on Investment (SROI) being one of the most popular. SROI aims to analyze impacts that have no market value and gives them a monetary value. The document outlines lessons learned from previous SROI assessments and principles for reporting social impact.
The presentation was from the Business as Mutual conference held at Anglia Ruskin University on 12th September 2012. To find out more visit www.businessasmutual.co.uk
The presentation was from the Business as Mutual conference held at Anglia Ruskin University on 12th September 2012. To find out more visit www.businessasmutual.co.uk
The presentation was from the Business as Mutual conference held at Anglia Ruskin University on 12th September 2012. To find out more visit www.businessasmutual.co.uk
This document covers material from a workshop on third sector leadership and management. It discusses the differences between leadership and management, with leadership focusing on clarifying mission, motivating people, and focusing on tasks, while management focuses on efficient administration and processes. It also covers challenges of managing third sector organizations, including limited resources and demands for consensus. Project management concepts like objectives, timelines, budgets and deliverables are introduced. The leadership process of vision, inspiration and momentum is outlined. Good partnerships are defined as having clear benefits for both organizations, efficient decision-making, agreed upon roles and deliverables in writing, fairly distributed risks and benefits, manageable meetings and paperwork, trust between partners and enjoyment of working together.
This document provides an overview of setting up social enterprises. It defines social enterprises as businesses with primarily social objectives that reinvest profits back into the community rather than maximizing shareholder profit. Various business models and legal structures for social enterprises are discussed, including housing associations, leisure trusts, and different types of companies and mutual organizations. Exercises are included to brainstorm uses for an empty garage and evaluate if a social enterprise idea is viable. Contact information is provided for further resources.
The presentation was from the Business as Mutual conference held at Anglia Ruskin University on 12th September 2012. To find out more visit www.businessasmutual.co.uk
Tony Carr and Milly Gaskin left their jobs at the County Council to start their own social care organization, Leading Lives. They were motivated by a desire for more control over their future and the organization's strategic direction amidst budget cuts. They researched other similar organizations that had "spun out" and gained expertise. The process involved getting approval for their business plan, establishing an interim board, and completing final approvals before Leading Lives began trading on July 1st, 2012. Starting their own organization presented both exciting opportunities and challenges such as setting costs, restructuring, and navigating the differences between public and commercial sectors. They advise that leading such a transition requires hard work, relationship building, financial advisors
The presentation was from the Business as Mutual conference held at Anglia Ruskin University on 12th September 2012. To find out more visit www.businessasmutual.co.uk
The presentation was from the Business as Mutual conference held at Anglia Ruskin University on 12th September 2012. To find out more visit www.businessasmutual.co.uk
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
তাই একজন নাগরিক হিসাবে এই তথ্য গুলো আপনার জানা প্রয়োজন ...।
বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
This presentation was provided by Steph Pollock of The American Psychological Association’s Journals Program, and Damita Snow, of The American Society of Civil Engineers (ASCE), for the initial session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session One: 'Setting Expectations: a DEIA Primer,' was held June 6, 2024.
Exploiting Artificial Intelligence for Empowering Researchers and Faculty, In...Dr. Vinod Kumar Kanvaria
Exploiting Artificial Intelligence for Empowering Researchers and Faculty,
International FDP on Fundamentals of Research in Social Sciences
at Integral University, Lucknow, 06.06.2024
By Dr. Vinod Kumar Kanvaria
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPRAHUL
This Dissertation explores the particular circumstances of Mirzapur, a region located in the
core of India. Mirzapur, with its varied terrains and abundant biodiversity, offers an optimal
environment for investigating the changes in vegetation cover dynamics. Our study utilizes
advanced technologies such as GIS (Geographic Information Systems) and Remote sensing to
analyze the transformations that have taken place over the course of a decade.
The complex relationship between human activities and the environment has been the focus
of extensive research and worry. As the global community grapples with swift urbanization,
population expansion, and economic progress, the effects on natural ecosystems are becoming
more evident. A crucial element of this impact is the alteration of vegetation cover, which plays a
significant role in maintaining the ecological equilibrium of our planet.Land serves as the foundation for all human activities and provides the necessary materials for
these activities. As the most crucial natural resource, its utilization by humans results in different
'Land uses,' which are determined by both human activities and the physical characteristics of the
land.
The utilization of land is impacted by human needs and environmental factors. In countries
like India, rapid population growth and the emphasis on extensive resource exploitation can lead
to significant land degradation, adversely affecting the region's land cover.
Therefore, human intervention has significantly influenced land use patterns over many
centuries, evolving its structure over time and space. In the present era, these changes have
accelerated due to factors such as agriculture and urbanization. Information regarding land use and
cover is essential for various planning and management tasks related to the Earth's surface,
providing crucial environmental data for scientific, resource management, policy purposes, and
diverse human activities.
Accurate understanding of land use and cover is imperative for the development planning
of any area. Consequently, a wide range of professionals, including earth system scientists, land
and water managers, and urban planners, are interested in obtaining data on land use and cover
changes, conversion trends, and other related patterns. The spatial dimensions of land use and
cover support policymakers and scientists in making well-informed decisions, as alterations in
these patterns indicate shifts in economic and social conditions. Monitoring such changes with the
help of Advanced technologies like Remote Sensing and Geographic Information Systems is
crucial for coordinated efforts across different administrative levels. Advanced technologies like
Remote Sensing and Geographic Information Systems
9
Changes in vegetation cover refer to variations in the distribution, composition, and overall
structure of plant communities across different temporal and spatial scales. These changes can
occur natural.
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
The simplified electron and muon model, Oscillating Spacetime: The Foundation...RitikBhardwaj56
Discover the Simplified Electron and Muon Model: A New Wave-Based Approach to Understanding Particles delves into a groundbreaking theory that presents electrons and muons as rotating soliton waves within oscillating spacetime. Geared towards students, researchers, and science buffs, this book breaks down complex ideas into simple explanations. It covers topics such as electron waves, temporal dynamics, and the implications of this model on particle physics. With clear illustrations and easy-to-follow explanations, readers will gain a new outlook on the universe's fundamental nature.
11. You don’t have to do this.
Survival is not mandatory.
W. Edwards Deming
Editor's Notes
Welcome and good afternoon, Introduction Where I come from…. The reason for telling you all this is that I come to this session not as an academic, but as a practitioner. As someone who has been grazed, battered, bruised and sometimes exalted by the pursuit of excellence and world class service. Whilst much research has been undertaken in the field achieving world class excellence in customer service is still elusive for many. Before we do that I’d like you to turn to the piece of paper you have in front of you and write down what you and your organisation does.
Particularly in service industries, the delivery of world class customer service is paramount to profitability, the generation and maintenance of customer loyalty and support of brand. Achieving this on a consistent basis for the long term is, however, like finding the holy grail. And much like finding the holy grail, it’s not easy. The path is strewn with those who have fallen by the wayside and those who have failed to face up to the multitude of organisational trials and tribulation through which one must pass to be recognised as a world class entity in terms of customer service. But today it’s more complex than ever as Kristyna has identified. Our environment has changed. If we consider what’s happened in the last 10 or 15 years the landscape in which we provide service has shifted dramatically. Economic shifts have impacted on profitability Technology has changed the way we promote, distribute and deliver services Access to appropriate skills and labour is an issue and will become a big ticket item for all of us if not now, then in the not too distant future. Socially, we exist in a very different world than that of 15 years ago And yet many business continue to come to the pursuit of their own holy grails with little in their armoury to counter the challenges that need to be faced.
But what is it? We tend to talk about world-class customer service or excellence in customer service as if it’s self evident. I’d suggest that it’s not. So I did what we all do when stuck for an authoritative definition, I Googled it! It’s not surprising to anyone to find that there about as many variations on a definition as there are those attempting to define it. Literally tens of millions of hits popped up on that search. And that, of course, is not surprising. It could be argued that the very nature of service and the perception of the level of excellence is wholly dependent on the interaction of those creating it and those consuming it. As we have seen with the emergence of theory surrounding a service dominant logic for traditionally non-service environments, there are few organisations that should not be concerned with pursuing an interpretation of excellence in customer service as it applies to them and their customers. So rather than me providing you with a definition, lets come up with a working common understanding of what we think this thing is. Right here. Right now. Interactivity. You can accept that definition or interpret it for your own organisation.
Regardless of the ways in which you might define world class customer service or excellent customer service there are some fundamental truths that I’d like to put to you. Successful delivery of customer service not a front line issue. It is a strategic issue. Defining, delivering and the continuous improvement of service is a top down activity. It requires the careful planning, execution and review of a range of practices, strategies and behaviours both vertically and horizontally across the organisation. This can only be achieved via a top down approach. It necessarily requires the dovetailing of marketing, HR and operations management – business management activities/functions that traditionally have been quite separate entities. It requires strong and clear leadership and skilled management over the long term. Throw into that complexity the changing nature of customer demands and a dynamic and highly competitive environment and it’s no wonder that we not only have difficulty in defining it, it’s sometimes nigh on impossible to achieve it over the long term without some random lapses.
So lets look at the basic underpinning reasons as to why delivering excellence in customer service, world class service is perhaps more complex for service centred organisations such as those in hospitality and tourism. Perishable – service and service products can not be stockpiled they can’t be put on a shelf for sale tomorrow, they are time bound and once the opportunity to sell that service to a customer is gone – it’s gone. Intangible – can not be put in a box and taken away, it’s based on experience, and experience is fundamentally attached to emotion (more on this later). However, due to the intangibility of the service offering, people are relying more and more on social media, reality TV, rating sites, the collective wisdom and experiences of ‘the crowd’. What this does is makes the intangible more tangible for potential customers prior to purchase. Expectations then are formed, changed and perhaps dashed by the coming together of expectation and reality. Disconfirmation of expectation. Heterogeneous – it’s going to be different each and every time – on the part of both the provider and the consumer. This is innately complex. The same customer may have entirely different needs, wants, expectations and perceptions of the service encounter from the same service provider on differing occasions and therefore the service offering needs to be infinitely scalable and changeable. Inseparable – service can not be realised without the consumer having some input or even being a part of the production of that service. Customers are an innate and by their nature, individual element of the service product.
So given the inherent complexity and dynamism of delivering world class customer service it’s no wonder the holy grail seems like an impossible quest for some. I’d like to put this to you. Complex problems require complex responses. Again, harking back to the point before – this is a function and more importantly a responsibility of leadership and high level management. What we need to consider is not just the point at which the customer interacts with the organisation – the ‘moment of truth’ as Jan Carlzon called it, but the antecedents to each and every one of those magical ‘moments’. Those antecedents to my mind are the structures that underpin your capacity to identify what your people should do, what they can do and what they will do. When I say your people, I mean every single person inside your organisation, not just the customer facing employees. And so again, we return to the issue of innate complexity of this exercise. So lets look at what I mean by this.
Defining and delivering on your promise is the basic premise of the function, art or discipline of marketing. I mean this in it’s broadest sense. From determining the needs and wants of your customers through segmentation and other activities to developing your products to meet those demands and evaluating your success or otherwise – it all boils down to what it is you’re promising them. Is it convenience, style, status, cost effectiveness, peace of mind, extravagance, escape, social inclusion, social exclusion, whatever it is you, and importantly your people need to know about it. What I’m talking about here is not the what of your business – selling rooms, providing food and beverage, providing transport, etc (which is relatively easy to define and manage) but the underlying promise of what your service product is going to deliver on an emotional level or the WHY of your business – why are you selling rooms? I’m not talking about profit here – that’s an outcome, a result. But the purpose. Is it to provide a convenient bed before flying out on holiday or indulgent weekend for a wedding anniversary celebration? Why are you selling transport? It is the peace of mind of knowing your 14 year old son is being look after on a flight to his grandparents in Edinburgh or the speed and efficiency of getting to a business meeting in Rome with access to a place to work during transit? The service product, the promise that you sell, promote, and hopefully deliver has an underpinning emotional foundation and it is delivering on THAT I would argue is what sets world class, excellent customer service apart from simply providing the what of your business. If all you’re doing is providing the WHAT you’re just going through the motions and your customers will know it. That is process delivery not excellence in customer service – given that switching costs particularly for FITs are usually low in this sector going through the motions is not going to deliver repeat custom, word of mouth or good Trip Advisor ratings, and we all know that all that is fundamental to improved profitability. People don’t choose to engage with or buy what you do, they engage with WHY you do it. WHAT you do is simply the proof, the honouring of the promise you make to your customers. TED – material. According to Simon Sinek. Knowing and communicating and leading with the WHY is the fundamental difference between those who are perceived to be world class and the rest. Most organisations have the same access to labour, the same access to PD opportunities, the same access to information and the capacity to distribute service products. But it’s the organisations that connect and communicate with the WHY of what they do that exploit all those freely available resources for improved performance. Sinek suggests that humans are hardwired via the limbic brain to respond behaviourally to emotional constructs like trust and loyalty rather than logical constructs. So telling people about the WHAT is not enough because it’s the demonstration of the WHY that drives behaviour and therefore choice. Disney “I make people happy” story. On the paper you have been given, consider the fundamental WHY of your business. How different is it from the WHAT ? Now tell you neighbour the WHY of what you and your organisation does. Is it different?
The capacity of your people to deliver on the promises you’ve made to your customer is paramount. It’s blatantly obvious that if the WHAT and more importantly the WHY is not carried through to your customers you’ll lose them and probably unknowable potential custom. So the capability of your people is fundamental to the triumvirate of antecedents to world class customer service. But I’m not just talking about skills and knowledge here – it’s the entirety of the behavioural package that’s important. The Institute of Customer Service suggests “ UK consumers today face significantly less problems when buying goods and services than they did 5 years ago, but they are more inclined to complain when things do go wrong. The Institute's latest research report, handle with care: an analysis and toolkit to improve complaint handling, also suggests that issues with employee behaviour cause the majority of customer complaints , and warns there still remains a significant proportion of ‘silent sufferers’ that leave organisations with little opportunity to resolve issues.” Institute of Customer Service So this is where the HR piece comes in. From the very beginning – from pre-employment right (and I’m talking about a robust employer brand here) through the employee lifecycle up to and perhaps beyond the time the individual leaves your organisation they need not only know the WHAT but truly understand and carry out the WHY . Consistently. From job design, through to the suite of job description material, through recruitment and selection processes your focus should be on finding people who have the potential to honour your promises. There’s a mantra in hospitality particularly that suggests that you can train skills, but attitude is all important and that’s never been more important than in today’s environment. Getting people into your business with the right attitude, potential for appropriate engagement with your customers and the all important capacity to deal with the inherent emotional labour of frontline service roles is hard. Even in a loose labour market such as the one we have now, it’s still hard. Because despite ideas to the contrary, not everyone can do this stuff. Despite customer service roles (particularly at the frontline) traditionally being considered low skilled, low status and often low paid, it takes a special type of person to be able to do this work well over the long term. But, if you hire on attitude alone, skills and knowledge MUST be supported by the organisation from day one. Sounds like a no-brainer. On-going training and professional development is fundamental to ensuring that your people have the practical, but also the behavioural skills to deliver not only the WHAT (which is relatively easy) but the emotionally charged elements of your promise (which is much, much harder) because the holy grail is a moving target. This is, of course, highly problematic in an industry highly dependent on a contingent workforce. It’s often been said “what if invest in training my people and they leave?” The only response to that is “what if you don’t invest and they stay?”. Ritz story. How does your organisation embed the WHY into the HRM structures underpinning attracting, selecting, developing and retaining your people? Consider this and jot your ideas down on your paper and perhaps discuss with your neighbour.
Process and operations management is fundamental to the pursuit and discovery of your holy grail. Whilst there are underpinning factors such as good working conditions, social interaction, reward & recognition and a general love of the job I’d like to focus on structure and procedure for today. Clearly, not only because it provides order, structure and managerial direction to attempt to ensure consistency of the delivery of the WHAT (standard recipes, check in procedures, sequence of service, aircraft boarding and turnaround procedures) is important and underpin legal requirements. But what is often missed is that employees often work harder to overcome barriers to delivering appropriate service because of processes and poor frontline management that actually get in the way. Often, people succeed in delivering excellent service not because of, but IN SPITE of the processes and management that are supposedly in place to support service. Look at the language we use. Standard Operating Procedures. If you want stock standard operation (and in some cases organisations will) then use SOPs if you truly want to be able to customise your service provision to your customers – to recognise and accommodate the fundamental heterogeneity of what service is, look at them as support structures with a focus on purpose and outcome rather than a series of steps to be followed. If your people are truly capable of the WHAT (and they should be if you’ve done the HR bit right) then get out of their way. For example, HGC example. So, processes to achieve service failure recovery in particular need to be current, clear, simple and most importantly, immediately responsive. You need to make each one of your people response-able. Empowered to step in to make decisions in order to recover sufficiently from a service slip. We know that satisfaction after a service failure can be higher if the issue is dealt with effectively AND quickly. To do this you need to get out of the way and let your people get on with the job. Your people mostly WANT to make their customers happy, they WANT to deliver on your promises and in my experience, become disappointed and despondent when they can’t through no fault of their own. From a motivational point of view structure & process can, and often does, put barriers in the way and of course this leads to practical creep – a slow and steady deviation from standards which in the end erodes the reason why they were set up in the first place. Over time this has a profound and negative impact on your team’s capacity to continue to feel supported, motivated and emotionally prepared to take on the challenge of providing excellence to your customers. Some of you may recognise this as common sense, some of you will see it as TQM or continuous improvement or QA. It’s all of those things. Of course, I’m sure you’ll know where I’m going with this – this is the WHY element. Poorly designed standard operating practices, outdated process, inappropriate rules and regulations, frontline management incompetence chip away at the even the most enthusiastic and emotionally robust individual till they feel defeated, drained and ultimately they will disengage with the WHY, disengage with your business and essentially disengage with your customer. None of us can afford that. But clearly it happens. In some cases the individual becomes so disengaged that they actively work against both the process (the WHAT ) and the emotional (the WHY ) in order to get their ‘revenge’ on the business. I’ve seen and heard of people doing quite abhorrent things in hotels in an effort to ‘punish’ their employers for making them so miserable. And of course we know that once a few people have this attitude it spreads like a disease throughout the organisation and starts to rot away at any concept of service. Disney story. What structures are actually supportive of the WHY rather than the WHAT in your organisation? Which ones do you know of get in the way? How are you going to find out what’s making your team’s job more difficult than it needs to be? Jot that down on your paper.
So, how does all this come together? In reality - very superficially in most organisations. It’s hard. It’s clearly difficult to go right back to the beginning to the marketing function and plot every thing out so that it dovetails in. In most organisations, marketing doesn’t talk to HR, HR doesn’t talk to ops managers and ops managers often struggle to keep pace with maintaining standards on the coalface often in spite of what they see as evil plans from Marketing and HR to make their lives more difficult. It takes time and effort and business knowledge most importantly vision and leadership. A clearly articulated and communicated vision of the WHY as well as the WHAT. It takes determination and exquisite managerial competence to pull all this together over time. To recap then. The Should Do – Marketing - get your promise right, know why you’re doing the things that you do. Know your purpose – the WHY as well as the WHAT . The Can Do – HRM – make your people response-able, fix the processes and procedures and make them support structures and get out of the way. To do that your people not only need to be competent and capable at delivering the WHAT but emotionally engaged with the WHY . The Will Do – Ops management – make sure your managers are competent and your processes, procedures, SOPs, etc are appropriate and supportive. Fix problems, trust your people to do what they do and get out of the way. At the heart of this is the idea that underpinning support structures (including frontline management and supervision) should be robust and focus on the WHY , not necessarily the WHAT or the HOW. It’s not easy, particularly in today’s environment, and perhaps it’s a different way of looking at things that are absolutely familiar. There is no secret here, you probably knew all this. And people have told me that. But I’d have to ask if you’ve not achieved the holy grail – world class, excellence in customer service over the long term to achieve higher than average returns – why? Where are the gaps, what’s not fitting, and why do organisations continue to subscribe to the mediocre.
In an environment where the concept of the lifetime customer has become a fallacy, where switching costs are low, where the wisdom of crowds informs purchase decisions, and feedback is immediate and potentially global we need to ask ourselves if we want to take on the crusade. How do we take on all the perils and tribulations that come with seeking and achieving the holy grail and fundamentally shift our focus, our practices and our behaviour? You don’t need to do this, but if you do and succeed, oh what service splendour awaits!! Thanks. Questions.