kolaati - a typical Malaysia citizen

Memberi kepercayaan kepada pekerja dalam membuat keputusan sendiri dan pantas berkenaan perkhidmatan pelanggan boleh meningkatkan prestasi perniagaan jika dibuat dengan tertib. Dalam erti kata lain: Empowerment.  ------------------------ To become a customer-focused organization, you need to give more power to the employees who know them best—your frontline staff. In our years advising companies on how to do this, my coauthor, Noel Tichy, and I have identified five ways to break down those barriers and unleash the creative talent of your frontline workers. First, change the organizational context. Move from a top-down organization to one that empowers frontline employees. One CEO of a quick-service restaurant initiated a $10 policy, empowering any employee to spend that much to fix a customer problem. Second, get rid of unnecessary work. We use a tool from General Electric asking people to identify unnecessary reports, approvals, meetings, measurements, and policies that g...

Kisah menarik, iktibar buat yang berniaga. ---------- In the world I live in today, I feel very strongly that culture is more powerful than strategy. As we head towards recovery, far too many organizations are obsessed with strategy. But when I say culture, I mean “the way we get things done around here.” A couple weeks ago, I traveled to LA to the Beverly Wilshire Hotel. And you know, the best hotels in the world, what they do brilliantly is they make the check-in process just disappear. So I'm coming in with my bags, I'm really tired, and I've got a board rehearsal in two hours. All that was on my mind is, “We're rehearsing in two hours.” Somehow, the doorman takes my bags and probably sees the luggage tag. And before I know it, I get to the desk, and—“Just sign here. Welcome back to [the] Beverly Wilshire Hotel, Mr. Carayol.” Well, it stunned me, because I've never stayed at the Beverly Wilshire Hotel. So I said, “I'm very sorry. I've never ...

A good article to ponder upon. ------------------------------------------- Customer loyalty, whether customers come back for more and bring their friends—it’s a signal not just of whether you’re going to make more money, it’s a great signal of whether you’re treating people right, living up to the Golden Rule. You know, this Golden Rule—treating people the way you’d want to be treated if you were in their shoes—is such a fundamentally important idea. And I think business, when it’s done right, holds people accountable for treating people right, doesn’t just talk about being great. So many companies today are talking about being great, and they’re not measuring it. And they’re creating bad profits. What are bad profits? Well, they’re profits earned at the expense of a customer. By doing things to them that you wouldn’t want to have that done to a loved one. You wouldn’t want done to yourself. A good example is I returned my rental car down in JB. I’m 35 minutes late because o...