Culture of Excellence – Desired Behaviors

Business Excellence:-

1.Demonstrate personal initiative and commitment to deliver results.
2.Share project plans, process changes and other necessary information with stakeholders on timely basis.
3.Plan resources in anticipation of future business / customer needs and allocate them accordingly.
4.Develop processes that are predictable, efficient and well-organized by engaging the customers.
5.Upgrade processes and systems continually to support real-time business needs of other departments.

Respect for People :-

1.Demonstrate courtesy and professionalism at all times towards peers, cross functional teams, and other departments.
2.Listen to others’ point of view; use positive body language, appropriate tone of voice and choice of words.
3.Demonstrate flexibility, open mindedness and welcome others’ points of view and feedback.

Trust & Integrity:-

1.Strive towards effective relationships based on respect, trust, and empathy.
2.Provide truthful and honest information, and not hide information except that which is, of necessity, confidential.
3.Take responsibility for personal actions and be willing to accept mistakes and take corrective action.
4.Maintain the highest ethical standards in all dealings.

Total Customer Satisfaction:-

1.Strive to understand customers’ needs and ask for inputs.
2.Demonstrate ownership of customer issues and make genuine efforts to resolve them.
3.Demonstrate willingness to go out of the way to meet customers’ needs.
4.Strive to ensure that the quality of service / deliverables provided match customer requirements.
5.Provide friendly and efficient service to ensure customer convenience and confidence.
6.Empower and encourage team members/subordinates to make decisions to resolve customer issues.
7.Understand the significance of one’s role in ensuring the success of other departments and the company to deliver total customer satisfaction to its external customers, and take responsibility for it.

Corporate Social Responsibility:-

Be mindful of one’s responsibility and obligations to the community in all dealings inside and outside the organization.

Relationship Management, The Paradigm shift.

HR Relationship Management is a very dynamic and rapidly evolving branch of Human Resources and Relationship Managers are the brand ambassadors of HR. The flexibility of the HR Relationship managers to adapt themselves to the needs of the department they are assigned and at the same time carry the culture, values and beliefs of the organization contribute hugely to the success of the role.  The aim of the relationship management drive is to provide a complete HR service and generate new ideas for betterment of the staff in a given area thus freeing up the management from many routine concerns and helping them to focus more completely on their objectives and responsibilities. All relationship managers are fully conversant with the organizational objectives and business requirements of the area they work in- in order to ensure timely and strategically aligned service delivery.

The service entails provision of confidential and professional Human Resource Advice to the management and staff members at all levels within the nominated department.Employee engagement exercises and event management fall under this category of service provision.

From the time an employee is recruited to the time he/she leaves the organization – HR Relationship Managers are there to ensure that they are facilitated and their queries and concerns addressed in an appropriate manner and according to the rules and regulations governing our workforce.

How To Ruin Your Project.

In this article i want to look at some of the areas where those bad deceision are commonly made and see if we can help ourselves to navigate the minefield.

Lack Of Planning Before Kick Off:-
In the real world, the problem is frequently not addressed in the requirements instead its left until the application is built and the the problem start because there is no measure of acceptability.Instead we are faced with managing unchecked client expectations.If instead the requirements identify how the user interface will be rated then we are sitting ourselves up for a much greater chance of success.
Also at the start of the project is the issue of where quality sits in the priority list of project constraints.In the past we all thought of the triple contraints of time, cost and scope with quality being balanced  between the three.In the latest version of PMBOK,PMI has moved away from the triple constraints in favour of six projects contraints,time,cost,resource,risk and quality.
This gives a perfect oppertunity to have a conversation with the customer at the outset about where quality fits in that list of contraints.If quality is second only to risk in the customer's list, then we should make project deceisions that put quality ahead of cost, resources, time and scoope.

Apply Pressure To Compress Quality:-
One of the biggest problem faced with project quality is just how willing team members are to let quality slip ahen things get tough.It seems as though its seen as a "lesser" target that can be sacrificed if we get behinf schedule or over budget.
|It seems to be perfectly acceptable to cut corners, especially in processess.This is not usually because the importance of quality is not understood, but rather because the connection between a quality outcomeand doing things the right way is not acknowledged.
This is not always the kind of problem that we can address in the confines of a single project--as project managers we have to ensure that we are creating an environment where the importance of processess is stressed, where the need for quality is paramount and where teams understand that they would not be criticized for putting quality ahead of cost or time if that is what the project demands.
Ofcourse there are situations where it is acceptable to compromise quality, but it has to be concious decision that is approved by the stakeholders.A change in the quality parameters is a project change request and it should be treated that way.
Perhaps the most common example of quality being sacrificed in software world is the squeezing of testing time.The story seems to be the same every time.The code cut off date is missed by a few days in order to get the last features in, but no one extends the delivery dates , they just take time away from quality assurance.

Don"t Learn From Mistake:-
No matter how we plan to deliver quality, there always are occassions where we come upa little short.While its not an ideal situation, it is a fact of life.What still amzaes me is how bad we are learning from our mistakes.Most of us conduct some kind of post-mortem or lessons learned at the end of our projects to identify the areas where we feel that our projects can be improved in future.
And yet, time after time, we fail to learn from those mistakes.wheter it's because of a lack of follow-through to make the recommended process changes, a communication failure or some other reason, that fact is that time and time again we fail to learn from past mistakes and keep repeating them on majority of the projects.

Keep The Communication Inconsistent:-
As project managers, we have to preach the message of quality consistently.If we ever suggest to our teams that it is acceptable to cut a corner or sacrifice qualiy without a formal change ,then we are giving our team all the excuses that it need.For people who are working to deadlines, any oppertunity to relieve the pressure will grasped.We all do it. but that did not lead to the highest quality outcomes.
We need to ensure that our team understands that they will have our support for putting quality first .If our customer or our Stakeholder start applying pressure then we need to refer back to the start of the project where the priorities were determined and it was deceided how important quality was relative to the other project constraints.Customers are free to change their minds, but only by following the process.

Wrapping It UP:-
There are no guarantees that we can achieve the quality parameters that have been st and still deliver on time and budget, but if we are aware of some of the common "mines" that are aout there, then we can atleast improve our chance of being successful.

The Toughest Job In The World.

I was never too fond of children and did not give much thought to when i would have a child of my own.Family members could not imagine me as a mother.So when i was expecting everyone was holding their breath in anticipation.With the help of this article i want to share a few tips that you may find useful as well.

Following is a small checklist of must have for the new arrival.

• 8-10 baby rompers and matching handker chief and bibs along with them.
• if it's a winter baby you would need 5-6 wrapping sheets.
• 2-3 sleeping bags.
• pampers as well.

The best part starts when a baby comes in your like for that you need to keep the following things in mind:

• From day one make sure that your baby sleeps in the baby cot,which should be easile accessible for late night feeds.
• Initially your baby will be hungry after every 45 minutes which means that you would hardly get to sleep.This also means that your baby will sleep when he wishes and you can only sleep when the baby does.There will be times that you will cry in frustrations.Don't panic.Thats normal.
• Makes sure you include milk,eggs and soup in your daily diet.
• The first forty days will determine a routine for your baby.
• You will not be able to go anywhere without your baby.So make sure that you invest in a carry cot so you can carry your baby more comfortably.
• Always keep a "BABY BAG" with you when you are out with the following: back up clothes,milk and milk bottles, pamper, boiled water,powder,cream and wipes.
• Try to do the baby's laundry yourself,every other day so the baby does not run out of clothes.
• By 2.5months you will have to do more shopping, because you will realize that your baby is growing.
• During your maternity leave; spend as much time with your baby as you can.
• Do not miss that vaccinations.
• For nappy rash instantly apply corn flour.That is best remedy.
• Do not feel guilty that you are leaving your child back at home; at the end of the day you are earning for your family.
• You need to involve your spouse in core activities of your child; without his support it will be very difficult for you to manage.
• Make sure that your child meets or spends some time with maximum number of peoples so he is comfortable arround them.

Last but not the least you need to plan and balance your new life.Remember being a mother is your main priority, especially in the begining.You will do better if u dedicate some time to take care of yourself, your relationship and then come back to the child.Too much of a good thing is not good,so add variety to your, your family's and your baby's life.
Congratulations and good luck with the new born.

Hats Off to all working mother!!

Changes At Workplaces.

Management Changes:-
These are the most significant changes that often involve reassigning peoples in different departments.This can include alot of stress among the peoples as it is hard to accept such changes within a day week or for some even a mouth.However the most successful person is the one who deals with the change effectively and efficiently.

New Technologies:-
Implementation of new technologies and procedures can often create unrest and resentment as most of the old peoples face hardship in getting used to the change.To avoid this keep on learning and enriching your skill set.This will help us in easily understanding new procedures, protocols and technologies.

Adapting the changes take time and effort, but if you want to be a worthy person you must be able to accept readily.Here are few golden tips that will help you to accept changes more easily.

• Be patient and let the changes take effect before you judge their effect.
• Be more open minded and accepting in your general life style so that you are able to adapt changes more easily.
• Stay focused and make sure that you are working towards your goal so that you can accept changes, keeping the big picture in mind.
• Keep evolving and learning so that you do not feel left behind when younger colleagues join your team and have more know how than you do.

Customer Services.

Definition of Customer Services:-
              Customer Services means listening to the customers fullfilling their needs in a best possible way.It is also said that "customer services is a backbone of every company".

Tips Of Good Customer Services Reprersentative:-
              Here are few tips by acting upon them every one can become a good customer services representative.

• Never say "No" in customer services.
• Do not interrupt while communication.
• Tone of voice must be polite.
• Speak pleasently.
• Do not rude.
• Helping attitude.
• Use respective phrasings.
• Always avoid negative points for your company.
• Talk or serve in a way that customer feel that this company is my home or he is facilitating from his own family   member.
• Always listen to the customer First.

Few Examples Of Customer Services:-
              Here are few examples given below where customer services plays a major role in big organisations.

Customer Services In Telecom Industry:-

              The title for the job of customer services in telecom industry is called as Customer Services Representative.Now a days customer services is palying a major role in telecom industry.Every telecom company has its own way to handle customers like facilitating customers from building up a call centre wnere customer calls in and customer services representative facilitates him.physical customer services facilitates through franchises and head offices where customer goes there employee welcomes him and ask his visiting reasons and then tell the path from where customer can facilitate.

Customer Services In Airlines:-

              The title for the job of customer services in airline industry is called as Flight Steward(male airhost) and Flight Stewardess(female airhostess).customer services acts in a very different way in airlines although every department of airline has its own duty.Their job is about the safety of passengers and serving them in a very pleasent way during flights.They are also very kind on passengers and talks in a very pleasent way.Flight Steward and Flight Stewardess behaves like a family members during flights.This is all about their job and this is called as customer services in airline industry.

Customer services plays a vital role in our daily life.

Customer Services That Elevates Us:-
             
Elevate your "C" game to an "A" game.Some simple tips for phone representatives "C" rated phone representative who are rated "C" show up and do their jobs.They handle the customer issues and move people through the cue.The difference being ordinary and extraordinary depends on following seven points.

1. "A" rated phone representative sound friendly and sincere.They give the impression from the first words out of their mouths to the last that they like their jobs.If you were face to face with them you will see them smiling often.

2. "A" rated phone representative are polite and say "please" and "Thank You" often.They prefer asking for information, such as the invoice or policy number with "please".When the Customer give the requested informatiom, they say "Thank You".

3.Their interest is in building a relationship with their customers, rather than completing a transaction.They take time to develop the rapport and learn about the customer on a personal level.Those added minutes make the customer feel special and glad they got this representative on the phone.If a caller has a issue or complaint they take ownership and apologise for the inconvenience ever if it was not their fault.

4. They know their stuff when you ask "A" rated representative a question,they know the answer.They rarel put people on hold to find out information.They had gone to the trouble to educate themselves about the company product.On  the rare occassions when they dont know an answer, they ask permission to place the caller on hold.

5. "A" rated phone representative are great listeners.They acknowledge and paraphrase what they hear often to make sure they are getting the details correctly.If you were face to face with them you probably see them taling notes.They dont interrupt over the person who is calling.They listen intently so that they dont make a mistake.

6. They are honest.They are dont misrepresent a product.Their word is very important to them so they would never sap a product could do something it could not.

7.Lastly, they strive to exceed, rather than just meet expectations.They go the extra mile for their customers.If they have to hand deliver an order to shipping, they do it.If they have to call a sales person to make an on time drop off at a construction site, they do it all because they want to exceed expectations.

The difference between being a phone representative "C" and an "A" rated is not enormous.It is the little things one does that makes the difference and cause the customer to remain loyal when so many competitors are available.