How often do we get recognition at our place of work? More often than not, we do not get any recognition from our superiors.
Importantly, recogniton does not have to cost anything. Taking just a few minutes to pen a handwritten note to relate the message that the support staff are appreciated and their input into the business is acknowledged. Other cheap and effective recognition include remembering birthdays and even one off rewards.
If the superior use more carrots and fewer sticks, not only do they have happier employees and at the end of the day lower turnover. It also means getting better results in terms of job performance. Saying `thank you' and `I appreciate your valuable input and opinion' is priceless.
In the end, it is a chicken and egg situation.
A bit of encouragement will goes a long way in ensuring staff loyalty towards the organisation and happier employees.
Something for sharing.
Saturday, July 31, 2010
Sunday, July 25, 2010
Manage Stress Effectively
We are face with stress in our life, be it emotional and organisational stress. A bit of stress may have positive outcome as it become a challenge.
Organisational Stress
Priority of work
Prioritise work and do what is urgent and important first. Also learn to delegate to our colleagues according to their strength so that we are confident of getting the assigned job completed on time and with the desired results. We are to capitalise on people's strength. We do not want to have a situation whereby we are trying to cope with excessive workload and the fear of not completing the assigned task on time. The consequences may be low morale and even panic which result in emotional response of fight or flight.
Time Management
We have to learn how to manage our time effectively. We may have the option of partnering with a colleague who is good at time management and is willing to mentor.
Being able to say `No'
This is difficult but sometimes we have to reject tasks diplomatically. This is indeed a tall order.
Manage personal stress
We are not to bring our personal problems to the workplace. If our personal problems are brought in the workplace, chances are our productivity will go down the drain. We are to resolve our personal problems with the appropriate solutions such as conflict management.
If we able to apply the above techniques, we will be more productive and our stress level will decrease.
Something for sharing
Organisational Stress
Priority of work
Prioritise work and do what is urgent and important first. Also learn to delegate to our colleagues according to their strength so that we are confident of getting the assigned job completed on time and with the desired results. We are to capitalise on people's strength. We do not want to have a situation whereby we are trying to cope with excessive workload and the fear of not completing the assigned task on time. The consequences may be low morale and even panic which result in emotional response of fight or flight.
Time Management
We have to learn how to manage our time effectively. We may have the option of partnering with a colleague who is good at time management and is willing to mentor.
Being able to say `No'
This is difficult but sometimes we have to reject tasks diplomatically. This is indeed a tall order.
Manage personal stress
We are not to bring our personal problems to the workplace. If our personal problems are brought in the workplace, chances are our productivity will go down the drain. We are to resolve our personal problems with the appropriate solutions such as conflict management.
If we able to apply the above techniques, we will be more productive and our stress level will decrease.
Something for sharing
Tuesday, July 13, 2010
Medan Trip
I went for a vacation to Medan with a group of my close friends. This is in fact my second visit to Medan.
We checked in three bags and we were given 3 baggage identification tag at LCCT. When we arrived at Polonia International Airport Medan, we were subjected to strict security check. We have no qualms over the strict security check, however we were totally amazed at the number of counters at the Immigration. We are to collect the baggage as soon as it is available at the places of destination. Just imagine how were we to do so when we were held up at the Immigration. When we finally cleared the Immigration, we have the greatest shock of all. One of the baggage was lost and no where to be seen. My friend was desperate over her lost baggage and she checked with the Airport Authorities. We were told to hold on till the last passenger has cleared the Immigration. There was no unclaimed baggage and we were advised to report the matter to the AirAsia Office.
Meanwhile, we have to inform the local Tour Guide of our predicament. While we were reviewing the situation, there was a local who offered the assistance to carry the remaining baggage on a trolley to the waiting coach. Guess what, the local was claiming for porter fees and he was not willing to accept anything less than RP3000.
We have to be mindful at all times that there is NO free service. The local was able to capitalise at the point of time when we were in doubt of our next step of action. We considered ourselves lucky in that it was the porter fees he was asking and not again another lost baggage.
My friend then reported the case of lost baggage to AirAsia Office. She was requested to give her Malaysian house contact number to which she was not happy as her handphone has international roaming service. She saw no rationale of giving her Malaysian house contact number. She eventually sought the assistance of the local tour guide and gave his handphone number to AirAsia office.
My friend was very upset as it was not the baggage but the value that was attached to it which cannot be replaced. She even comtemplated taking the next connecting flight back to Malaysia.
She eventually agreed to stay on and she has to make some back up plans. She went to the nearest Mall to purchase some essentials.
Eventually, she received a call from the Airport Authorities stating that her baggage has been recovered after 4 long hours. She went to claim back her lost baggage. When she questioned as to how the lost baggage was recovered, she got evasive answers. She noticed that her padlock was picked.
We have had a pleasant trip. Guess what, we also have a good opening story of Medan trip.
Something for sharing.
Sunday, July 4, 2010
Excellent Service
What is excellent service? Meeting a customer's expectation is one of the aspect of excellent service. Both the retail and service industries can use the methods in the manufacturing industry to make customers happy.
Both the six sigma and lean methodologies have been used by companies in the manufacturing industry to improve their quality levels. Toyota for example has employed the lean methodologies to improve the production line and the corporate culture have been built around the lean concepts. Lean methodologies cover the following areas:
o Supply on demand based on customer's pull;
o Value. What are the values that will contribute to customers' satisfaction?;
o Value stream. Eliminate non value steps and creat a value stream;
o Flow. Ensure the flow is smooth and no interruption;
o Perfection.
Motorola has popularised the Six sigma methodology which follows a prescribed path of defline, measure, analyse, improve and control.
Quality is a prerequisite for achieving service excellence. Customers expect a flawless, friendly and prompt response every time. It is no longer adequate to just deliver it with a big smile. It goes beyond the big smile.
There is a need to continuously identify gaps in processes and to address the issue at hand immediately in order to deliver truly excellent service to customers and build customers' loyalty.
Both the six sigma and lean methodologies have been used by companies in the manufacturing industry to improve their quality levels. Toyota for example has employed the lean methodologies to improve the production line and the corporate culture have been built around the lean concepts. Lean methodologies cover the following areas:
o Supply on demand based on customer's pull;
o Value. What are the values that will contribute to customers' satisfaction?;
o Value stream. Eliminate non value steps and creat a value stream;
o Flow. Ensure the flow is smooth and no interruption;
o Perfection.
Motorola has popularised the Six sigma methodology which follows a prescribed path of defline, measure, analyse, improve and control.
Quality is a prerequisite for achieving service excellence. Customers expect a flawless, friendly and prompt response every time. It is no longer adequate to just deliver it with a big smile. It goes beyond the big smile.
There is a need to continuously identify gaps in processes and to address the issue at hand immediately in order to deliver truly excellent service to customers and build customers' loyalty.
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