I may have a different take on leadership than other people.
I like ISO 9000's definition (as explained in the 8 QMS), which in my words would be:
1. to put forward a widely acceptable purpose (vision),
2. to establish specific goals (towards the vision), and
3. to foster an environment where people feel safe (i.e. they are expected to a) tell things as they see them and b) make mistakes, fix them and learn in the process).
I can do that from the back seat.
... driving the car is for the driver, not for the leader.
Showing posts with label service. Show all posts
Showing posts with label service. Show all posts
Tuesday, June 29, 2010
Wednesday, July 15, 2009
Afterservice
Customer service means two different things.
One. When I offer a service and charge for it.
Two. When I deliver a product that does not work and promise to make it up to you with free fixes and repairs.
Customer service (two) has been dead for a long time.
Deader still, if it is paid in advance. "Musica pagada toca mal son" (Musicians paid in advance play bad music).
Smart people use the Cost of Quality model described by Crosby, Juran, Gryna and others. They know that it costs more to deliver a low quality (or incomplete) product, than to invest in solid processes and training, and deliver high quality on time within budget.
But this model is a well kept secret and only smart people use it. A small group, as we all know.
Fungus
One. When I offer a service and charge for it.
Two. When I deliver a product that does not work and promise to make it up to you with free fixes and repairs.
Customer service (two) has been dead for a long time.
Deader still, if it is paid in advance. "Musica pagada toca mal son" (Musicians paid in advance play bad music).
Smart people use the Cost of Quality model described by Crosby, Juran, Gryna and others. They know that it costs more to deliver a low quality (or incomplete) product, than to invest in solid processes and training, and deliver high quality on time within budget.
But this model is a well kept secret and only smart people use it. A small group, as we all know.
Fungus
Saturday, May 9, 2009
Salespersons
I'd like to see salespersons focusing on better serving their customers.
That means:
1. They should make sure that they sell something that really adds value to their community.
2. They should develop the skill to understand the needs and expectations of their community
3. They need to gather the power to force improvements in the products or services that they represent.
In short, a salesperson is a smart link in a community.
Fungus
That means:
1. They should make sure that they sell something that really adds value to their community.
2. They should develop the skill to understand the needs and expectations of their community
3. They need to gather the power to force improvements in the products or services that they represent.
In short, a salesperson is a smart link in a community.
Fungus
Sunday, February 22, 2009
Politics
There was a time when "political" was a way of serving fellow citizens.
It seems that now it means self service, manipulation and deceit.
Political implies a purpose.
To serve or to manipulate, depending on the politician you're thinking of.
Other than that, political skills and interpersonal skills are the same.
Fungus
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