"COST" to bring any failing company back to shape:
(CopyRight 2012; Benjamin Goh)
- C for Communication. Suggest to your boss to call for a meeting each with different groups or departments in the company. Let her speak to them and assure them that the company is in a bad shape but that it is not about to shut down. Challenge the staff to fight this battle together with the management to bring the company back to a healthy state. For those who are willing to fight, please stay. For others who are not willing to fight, they are free to go.
- O for Orientation. Orientate every staff towards the quality issues that your company is facing with the customers. The standards that every staff must note is that they are to give their best in producing the best. No internal argument or fighting but only putting all their efforts and time into making the best quality products and customer service.
- S for Standard Operating Procedures (SOP). At this point, have every department or section manager to review the existing SOPs and make sure that all of these lead to consistent quality standards, whether in product or service. It is not good to fluctuate up and down in quality...that means sometimes very high quality and sometimes very bad quality. It is best to be consistent or the same quality so that there is no surprises to both the internal customers (staff) and external customers (buyers of your company's products and services).
- T for Training. In any downturn situation of a company, many believe that training is the last thing to do. But this is in contrary and not true. Employees need to be trained to give and do their best. They need to be motivated so that they can work and give their best despite the problems that are brewing around them. The morale is low and so, they need to be distracted from these demoralizing environment and focus on team spirit, team building, more efficient and effective methodologies in getting their work done, and of course, a series of motivational talks to lift their spirits to a higher level.
Saturday, April 21, 2012
Sunday, August 14, 2011
SCM - Components that is beneficial to an organization wanting to adopt a supply chain management solution
(CopyRight 2008; Benjamin Goh)
S for Scalability. It has to be scalable along with the growth of the business.
C for Consistency. There is no such thing as a fool-proof and bug-free solution but being consistent in customer support service quality is key to ensuring the right support is available at the right time within the right budget and quality!
M for Manageability. Any company wanting to adopt an SCM solution should ensure that the top management is committed to the project and that there are dedicated and adequate resources to manage the project internally or in partnership with the solution provider(s). As such, offer assistance to guide and transit the customer(s) in achieving this manageability state.
... a final note.. depending on your specific vertical industry, there are several solutions available out there and it ranges from open source software (free) to highly expensive integrated enterprise solutions like IBS, SAP and Oracle, etc.. So, the question would be your budget and your business requirements.. and then, determine what makes business sense to your company!
(CopyRight 2008; Benjamin Goh)
S for Scalability. It has to be scalable along with the growth of the business.
C for Consistency. There is no such thing as a fool-proof and bug-free solution but being consistent in customer support service quality is key to ensuring the right support is available at the right time within the right budget and quality!
M for Manageability. Any company wanting to adopt an SCM solution should ensure that the top management is committed to the project and that there are dedicated and adequate resources to manage the project internally or in partnership with the solution provider(s). As such, offer assistance to guide and transit the customer(s) in achieving this manageability state.
... a final note.. depending on your specific vertical industry, there are several solutions available out there and it ranges from open source software (free) to highly expensive integrated enterprise solutions like IBS, SAP and Oracle, etc.. So, the question would be your budget and your business requirements.. and then, determine what makes business sense to your company!
Thursday, February 17, 2011
SCAN - an approach to qualifying sales leads
SCAN - an approach to qualifying sales leads
(Copyright 2008; Benjamin Goh)
S for Source... is the lead from a reliable source?
C for Communication... telephone or meeting depends on product and service offering and the experience of the lead qualification person.
A for Assessment... is the lead within the target market?
N for Need... can we offer a solution(s) to their problem(s)?
(Copyright 2008; Benjamin Goh)
S for Source... is the lead from a reliable source?
C for Communication... telephone or meeting depends on product and service offering and the experience of the lead qualification person.
A for Assessment... is the lead within the target market?
N for Need... can we offer a solution(s) to their problem(s)?
Friday, February 4, 2011
Customer Experience Survey - SATISFIED
Customer Experience Survey - SATISFIED
(CopyRight 2011; Benjamin Goh)
Customer experience is what makes and break a company. How delighted is the customers' experience plays an essential part in all B2B or even B2C businesses! As such, it is essential to conduct Customer Experience Surveys regularly but effectively. The following attempts to serve as a guide ..SATISFIED!
S for Simplify the language in the survey.
A for Avoid abstract and open-ended questions. Ask direct questions and use quantitative terms.
T for Target and focus on one area at a time. Never ask more than one thing in any one question.
I for Identify trends. From the survey results, identify trends and look for differences by region and/or product.
S for Set key drivers. Analyze the key drivers by graphically plotting a graph with its importance to the customer's satisfaction (on the x-axis) and our performance in the area on the y-axis. This gives us 4 quandrants. The most important would be the lower left quadrant since the items plotted here will have high importance to the customers and where our performance in this area is low.
F for Feedback to customers. Expedite all necessary activities to ensure that customers are given feedback on the survey within a week the latest.
I for Identify what is really important to customers. From the Key Drivers analysis above, brainstorm on the important issues and assign appropriate resources to act on them immediately.
E for Emphasize top management commitment on areas where it has the greatest impact and improvement on customer satisfaction. Make it known to all staff.
D for Delight the customer. Set up a customer communication session (preferably face-to-face) regularly to advise them on actions taken and also gather more feedback accordingly. Ensure that all staff are adequately trained and equipped (make sure responsibility comes with authority) to manage these sessions.
There are many online research tools and the following are some examples:
http://www.questionpro.com/
http://www.keysurvey.com/
http://www.grapevinesurveys.com/customer-survey-software.aspx
http://www.surveyshare.com/
http://www.zoomerang.com/
http://www.checkbox.com/
http://www.magicsurveytool.com/
http://www.surveymethods.com/
http://www.isixsigma.com/vc/esurveys/
(CopyRight 2011; Benjamin Goh)
Customer experience is what makes and break a company. How delighted is the customers' experience plays an essential part in all B2B or even B2C businesses! As such, it is essential to conduct Customer Experience Surveys regularly but effectively. The following attempts to serve as a guide ..SATISFIED!
S for Simplify the language in the survey.
A for Avoid abstract and open-ended questions. Ask direct questions and use quantitative terms.
T for Target and focus on one area at a time. Never ask more than one thing in any one question.
I for Identify trends. From the survey results, identify trends and look for differences by region and/or product.
S for Set key drivers. Analyze the key drivers by graphically plotting a graph with its importance to the customer's satisfaction (on the x-axis) and our performance in the area on the y-axis. This gives us 4 quandrants. The most important would be the lower left quadrant since the items plotted here will have high importance to the customers and where our performance in this area is low.
F for Feedback to customers. Expedite all necessary activities to ensure that customers are given feedback on the survey within a week the latest.
I for Identify what is really important to customers. From the Key Drivers analysis above, brainstorm on the important issues and assign appropriate resources to act on them immediately.
E for Emphasize top management commitment on areas where it has the greatest impact and improvement on customer satisfaction. Make it known to all staff.
D for Delight the customer. Set up a customer communication session (preferably face-to-face) regularly to advise them on actions taken and also gather more feedback accordingly. Ensure that all staff are adequately trained and equipped (make sure responsibility comes with authority) to manage these sessions.
There are many online research tools and the following are some examples:
http://www.questionpro.com/
http://www.keysurvey.com/
http://www.grapevinesurveys.com/customer-survey-software.aspx
http://www.surveyshare.com/
http://www.zoomerang.com/
http://www.checkbox.com/
http://www.magicsurveytool.com/
http://www.surveymethods.com/
http://www.isixsigma.com/vc/esurveys/
Sunday, August 1, 2010
SAR - Affiliate Marketing - Success Factors
SAR - Affiliate Marketing - Success Factors
(CopyRight 2010; Benjamin Goh)
- - - -
S for Synergy between both Parties.
In affiliate marketing, there must be synergy between the businesses of both parties. There must be common ground where both parties core competencies lie. And in this common ground, both parties are assisting each other in achieving their individual specific business missions and profitability. This is important as this will mean having the same target market.
- -
A for Advantages to both Parties.
Mutual benefit is critical to sustain the relationship and cooperation for affiliate marketing. This implies mutual tangible (e.g. financial) benefits and intangible (e.g. social) benefits.
- -
R for Right at Home.
As in synergy and advantages, it is most essential that the company in question is RIGHT-AT-HOME. For example, a company going for the online business, should be named as an online business company. It should be simple and easy to remember. An example would be "ebay" rather than "Electronic Marketplace Corporation" (or EMC). Other areas would include corporate culture, way of doing business, form of marketing communications, etc.
(CopyRight 2010; Benjamin Goh)
- - - -
S for Synergy between both Parties.
In affiliate marketing, there must be synergy between the businesses of both parties. There must be common ground where both parties core competencies lie. And in this common ground, both parties are assisting each other in achieving their individual specific business missions and profitability. This is important as this will mean having the same target market.
- -
A for Advantages to both Parties.
Mutual benefit is critical to sustain the relationship and cooperation for affiliate marketing. This implies mutual tangible (e.g. financial) benefits and intangible (e.g. social) benefits.
- -
R for Right at Home.
As in synergy and advantages, it is most essential that the company in question is RIGHT-AT-HOME. For example, a company going for the online business, should be named as an online business company. It should be simple and easy to remember. An example would be "ebay" rather than "Electronic Marketplace Corporation" (or EMC). Other areas would include corporate culture, way of doing business, form of marketing communications, etc.
Thursday, April 1, 2010
RAFT - Key to Overcoming Relationship Problems at Work
RAFT - Key to Overcoming Relationship Problems at Work
(CopyRight 2008; Benjamin Goh, www.bensglobal.com)
R - Relationship.
No one is perfect in this universe and its almost impossible to always have a perfect fit with everyone around us! Therefore, what bridges the gap between an imperfect fit and a good bond are trust and relationship. If the relationship with the peer, colleague, customer, supplier, business partner has reached a level where they feel that we care more about them and their interests and a high level of trust has been established, then half the battle would be won in establishing a good working relationship with a genuine priority for the interest of the other party!
A - Adjust, Adapt and Align.
As in the book by Ilene Hochberg, "Who Stole My Cheese" (http://www.amazon.com/Who-Stole-Cheese-Ilene-Hochberg/dp/0762412364). The story is about four characters: Two mice named Sniff and Scurry, and two little people named Hem and Haw. These four characters live in a maze and live on cheese. (It is an allegory. It doesn’t have to make a lot of logical sense.) The story describes what happens to each of the characters as they face having to deal with the change that occurs when the cheese is no longer in the same place it has always been. The story makes the point about being prepared for change as well as coping with change when it actually happens.
Change is a constant. We can't avoid change even if we stick our heads under the ground like an ostrich. We have to embrace change and move on... Therefore, make adjustment to the changed situation (failure), adapt and then aligning to the new path ahead! As a Chinese saying goes.."Its impossible to force an ox to drink water". Thus, don't expect others to change. We should change for the better to fit the situation and match the other party.
F - Faith.
Very often, we lose faith of ourselves in situations where we are pushed down constantly and even worst, feel that we are not capable when we fail to meet up to the expectations of the other party. But in reality, failure is just a milestone in the path of success and FAITH is the fuel to drive us forward. As in Philippians 3:13 of the Holy Bible, "...Forgetting what is behind and straining toward what is ahead..." Therefore, we should treat the failure as a lesson learnt and continue to strive on to the target that we set for ourselves. The attitude of wanting to learn will help in boosting our faith in ourselves. The moment we stop learning is also the moment we will lose the impetus to venture through the thick and thin of our lives. Treat failure as one of the milestones in our learning process. Learning is not just about learning from others' knowledge and past experiences (successes, failures and mistakes) but learning is also about teaching and sharing our knowledge and past experiences. The more we share, the more we gain in the process! Therefore, equip ourselves with the spirit of learning and enjoy every moment of it and grow!!!
T - Tact
In all things, exercise tact in all circumstances! There is so much we can do to convince ourselves and others of what we can achieve for the benefit of others and ourselves. Ultimately, how we present ourselves to the people around us is a critical success factor for excellence in relationship at work.
...having said all the above, if there is a genuine intention of the other party to put us down, then my advise is for us to ship out and move on to greener pastures! If all is well, then let's focus our energy on shaping up for the benefit of making this world a better place to live in!
(CopyRight 2008; Benjamin Goh, www.bensglobal.com)
R - Relationship.
No one is perfect in this universe and its almost impossible to always have a perfect fit with everyone around us! Therefore, what bridges the gap between an imperfect fit and a good bond are trust and relationship. If the relationship with the peer, colleague, customer, supplier, business partner has reached a level where they feel that we care more about them and their interests and a high level of trust has been established, then half the battle would be won in establishing a good working relationship with a genuine priority for the interest of the other party!
A - Adjust, Adapt and Align.
As in the book by Ilene Hochberg, "Who Stole My Cheese" (http://www.amazon.com/Who-Stole-Cheese-Ilene-Hochberg/dp/0762412364). The story is about four characters: Two mice named Sniff and Scurry, and two little people named Hem and Haw. These four characters live in a maze and live on cheese. (It is an allegory. It doesn’t have to make a lot of logical sense.) The story describes what happens to each of the characters as they face having to deal with the change that occurs when the cheese is no longer in the same place it has always been. The story makes the point about being prepared for change as well as coping with change when it actually happens.
Change is a constant. We can't avoid change even if we stick our heads under the ground like an ostrich. We have to embrace change and move on... Therefore, make adjustment to the changed situation (failure), adapt and then aligning to the new path ahead! As a Chinese saying goes.."Its impossible to force an ox to drink water". Thus, don't expect others to change. We should change for the better to fit the situation and match the other party.
F - Faith.
Very often, we lose faith of ourselves in situations where we are pushed down constantly and even worst, feel that we are not capable when we fail to meet up to the expectations of the other party. But in reality, failure is just a milestone in the path of success and FAITH is the fuel to drive us forward. As in Philippians 3:13 of the Holy Bible, "...Forgetting what is behind and straining toward what is ahead..." Therefore, we should treat the failure as a lesson learnt and continue to strive on to the target that we set for ourselves. The attitude of wanting to learn will help in boosting our faith in ourselves. The moment we stop learning is also the moment we will lose the impetus to venture through the thick and thin of our lives. Treat failure as one of the milestones in our learning process. Learning is not just about learning from others' knowledge and past experiences (successes, failures and mistakes) but learning is also about teaching and sharing our knowledge and past experiences. The more we share, the more we gain in the process! Therefore, equip ourselves with the spirit of learning and enjoy every moment of it and grow!!!
T - Tact
In all things, exercise tact in all circumstances! There is so much we can do to convince ourselves and others of what we can achieve for the benefit of others and ourselves. Ultimately, how we present ourselves to the people around us is a critical success factor for excellence in relationship at work.
...having said all the above, if there is a genuine intention of the other party to put us down, then my advise is for us to ship out and move on to greener pastures! If all is well, then let's focus our energy on shaping up for the benefit of making this world a better place to live in!
Tuesday, February 9, 2010
QUANXI - Building "Leadership Connections" with our clients, partners, and teams
QUANXI - Building "Leadership Connections" with our clients, partners, and teams
(CopyRight 2010; Benjamin Goh, www.bensglobal.com)
Q for Quest for information. Always listen more than talking. Most of the time we are more motivated to sharing our ideas, solutions, products and experiences than listening to what others have to share with us. The more we know what others are thinking, the more we are equipped to understand the other party and build strong relationships. Always adopt an open-door policy.
U for Unique. Everyone wants to feel they are special and unique. Whenever we present something to others, always allow them to feel that its tailored specially for them. The in-thing today in business development is what is called "mass-customization"; making what seems to be mass produced or standard look and feel customized for the specific customer.
A for Adjust+Adapt+Align. In building any relationship, always observe the other party and then, adjust, adapt and align to match the best suited form of communication for both parties. Communication is key in building connections, especially leadership connections as misunderstanding or mis-communication always lead to distrust and disrespect and eventually, disconnection.
N for Networking. Always network with the other party in their comfort zone. For example, our team may like to play basketball instead of golf. Join them in their basketball game and allow them to see and feel that you are part of them.
X for X-factor. Presentation of oneself in speech, physical outlook and openness of mind are key to building a strong leadership connection with others. Respect is earned and so, is in successful leadership.
I for Initiate always. Its important and essential to initiate any conversation or discussion or thoughts, etc. Initiation on the part of a leader breaks the ice for others to share openly with us. It is through sharing of their thoughts and ideas that allow us to learn more and then being able to coach, mentor or even provide adequate and useful consultation to others. Initiate, initiate and initiate more connections.
(CopyRight 2010; Benjamin Goh, www.bensglobal.com)
Q for Quest for information. Always listen more than talking. Most of the time we are more motivated to sharing our ideas, solutions, products and experiences than listening to what others have to share with us. The more we know what others are thinking, the more we are equipped to understand the other party and build strong relationships. Always adopt an open-door policy.
U for Unique. Everyone wants to feel they are special and unique. Whenever we present something to others, always allow them to feel that its tailored specially for them. The in-thing today in business development is what is called "mass-customization"; making what seems to be mass produced or standard look and feel customized for the specific customer.
A for Adjust+Adapt+Align. In building any relationship, always observe the other party and then, adjust, adapt and align to match the best suited form of communication for both parties. Communication is key in building connections, especially leadership connections as misunderstanding or mis-communication always lead to distrust and disrespect and eventually, disconnection.
N for Networking. Always network with the other party in their comfort zone. For example, our team may like to play basketball instead of golf. Join them in their basketball game and allow them to see and feel that you are part of them.
X for X-factor. Presentation of oneself in speech, physical outlook and openness of mind are key to building a strong leadership connection with others. Respect is earned and so, is in successful leadership.
I for Initiate always. Its important and essential to initiate any conversation or discussion or thoughts, etc. Initiation on the part of a leader breaks the ice for others to share openly with us. It is through sharing of their thoughts and ideas that allow us to learn more and then being able to coach, mentor or even provide adequate and useful consultation to others. Initiate, initiate and initiate more connections.
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