Leadership & Management (40)
Employee Morale – the missing link Traditionally, there are 3Ms a business requires, Men, Materials & Machines. With increasing emphasis on standardization, the list grew to include Methods; increasing clout of capital markets led to inclusion of - Money. In a Knowledge / talent driven world, what strikes the difference between successful and not so successful companies is the 6th M - Morale. Here are a few tips to maximize profits, courtesy Eng. Om Mehta (Avant Consulting): 1. Men – Use industrial engineering design principles to operate on a Lean structure. More manpower does not necessarily lead to efficiency, in fact it leads to wastage of time on hand – offs, miscommunication and supervision; 2. Materials – Have strict and comprehensive quality control; invest in tools, technology and systems to monitor incoming raw material quality, outgoing finished goods quality; monitor rejection rates. Comply rigorously; 3. Machines – Best technology guarantee steady returns with minute attention to preventive maintenance; Maximize uptime by not stinting on maintenance activity; 4. Methods – Have clearly laid down guidelines / standard operating procedures to ensure employees are clear on what has to be done to churn out excellence. Make updations; Do not rely on chance; 5. Money – is only a barometer of company’s success, of the need that it is fulfilling in market place, of customers’satisfaction. But their continued patronage is key to the continuity of your business. Ensure profits are rational, keep an eye on Return on your Investment (ROI); 6. Morale – to ensure that your 5Ms come together to make magic, ensure employee morale is high. Invest in their career growth, train them to achieve their personal best. Have systems to teach them to make decisions; Only capable teams can take company’s vision forward. Focus on the 6th M …… Employee Morale!
30 Oct 2017, 15:48
A best practice on "Aligning Customer Service Excellence across the organization" from the hospitality industry. Processes need to deliver on the promise made to Customers By Geet Mala Jalota C onsistency in Service does not happen by accident, Learning and Development function has to monitor customer touch point to ensure service is being delivered in the “manner” expected. Sunil Iyer – Assistant Director of Learning and Development of Hotel Rose Rayhaan shares his Company’s approach to creating a consistent Customer Service Excellence Culture. What is the Customer Service Excellence measure at Rose Rayhaan? In Hotels, we only have Guests. Being able to bring a smile on their face is an indication of how the guest perceives the service being given by colleagues. This message is clearly communicated to every colleague. Guest Satisfaction comments are read and monitored everyday – on travel booking websites, comment cards and guest satisfaction score on each colleague satisfaction survey. Additionally, Individual colleague’s accountability is aligned with overall guest satisfaction. How and what measure you take to ensure it is understood and applied uniformly? Learning & Development works through a) on job trainings to impart Skills, Knowledge as per the SOP’s. B) Off job trainings to impart Knowledge & Behaviours. c) every new colleague has an individual training plan for 60 days & performance evaluation before being assigned work. This is measured by direct observations, mystery checks, compliance and guest satisfaction scores. What is the business impact of these measures? High Guest satisfaction scores, increase in number of repeat visits by existing guests, achieving the unique ambience which sets Rose Rayhaan apart, word of mouth publicity on travel sites; and always having a talent pipeline available for new properties coming up in the group. Handy Hints Implementation needs to be closely measured and monitored Communicating expectations clearly is more likely to lead to compliance Formal systems need to be in place to measure expectations are being met
29 Aug 2017, 11:05
A few days back I came across the following experience sharing by a start up founder. There is a lesson to be learnt here, of starting an organization without a structure, clearly defined job descriptions and performance expectations from job, in place. Do go through and let me know if we can help you design the organization architecture which will deliver on your vision. Contact us on email@example.com https://t.globallinker.com/asY30
18 Aug 2017, 11:43
Some time back there was a furore at Google when an employee sent an email which reflected his views on the gender initiatives underway at Google. Here is a link to the mail https://t.globallinker.com/oOEln This email underlines the importance of recruiting people for their values rather than their technical skills. As a start up I want to hear from you how you, as entrepreneurs, ensure that the people you hire share your values?
17 Aug 2017, 09:55
Is your organization properly designed? A Job Description (JD) is the basic document which gives a pictorial view of the job. I call it picture because it gives clarity to each person who reads it - the job holder, department head, hiring manager, compensation and benefits manager, administration and the training manager. Though it’s most frequent use is in hiring, without a properly written job description, it is not difficult to assess which candidate is the “right fit”. While the CV describes the skills and background of the candidate, the JD becomes the bases for matching the skills the candidate has to what is required for the job. All interview questions flow out of the JD items. Once newcomer joins, it helps department head to explain to new joinee, what is expected off him / her. To the HR manager it sets the career ladder for the job; to the Comp and Ben manager it helps decide salary and other emoluments, and compare it’s relative worth in the organization. All the jobs shown in the organization structure when written clearly create the organization architecture. Jobs sometimes become redundant, need to be revised or enhanced especially to reflect changing business demands. Do you have properly written, aligned job descriptions ? And have you found them useful in structuring business processes? Write to us on firstname.lastname@example.org to have your jobs clearly defined or visit us on www.askgeet.com
1 Aug 2017, 16:40
In the initial stages of setting up a team, it becomes necessary sometimes to look for team players rather than individual brilliance. From ME to WE happens only when the team feels each other's pain. I use this scene from the movie "Chak de" to illustrate that great things happen only with team work. Do you have such a team in place? https://t.globallinker.com/fFKJA
5 May 2017, 12:46
My query is from an employees POV. Suppose the seniors appreciate the work done by an employee, and acknowledge the same on various forums. However, at the time of the annual appraisal, the achievement is categorized as the work/task which he was hired for, and this is not reflected during the appraisal, what option is the employee left with to ensure that his work gets its due recognization. Furthermore, since this would be high demotivating for the employee, what do you suggest would be the approach the employee should undertake, subject to lower degrees of appraisal, to ensure the same doesnt happen in the next round or should he put down his paper and move on?
14 Jul 2017, 15:29