I presented this paper in a MMA conference during my PG.It dealt with the strategies to build India as a strong human capital brand.
While the physical capital is no longer the main problem for India, they need to improve their human capital by giving them appropriate skill and knowledge.This paper argued that a range of further measures need to be undertaken to provide a stronger institutional framework for improving educational endowments, as well as public service delivery more generally to build India as a strong human capital brand.
Demographic indicators show a huge potential pool of young talent in India, employers are finding that many are unemployable, as they lack practical, job-related skills. To elaborate on this, while the number of new engineers coming out of college every year is fairly large – between 300,000 and 400,000 – studies have shown that only between 10 percent and 25 percent of them are actually employable.
The strategies i suggested to build India as a strong human capital brand are given in points as follows.
Human capital Development before an individual enter into the organization
Role of Government:
# Improve the efficiency of basic educational services
# “No-child left behind”. Ensuring all children receive education
# Boost the returns on education
# Encourage competition in education.
# Investments on Research & development
# Making the education system more responsive to market needs
# Increasing university-industry partnerships
Role of Public:
“We all have a role in building human capital”
$ Involve communities and parents to monitor and evaluate school performance to a much greater degree.
$ Provide funds to educational institutions.
$ Create awareness among underprivileged groups about the importance of education.
$ Participate in Non formal education to school children
$ Take up career in Teaching.
Role of Organizations:
* “Adopt a village” program
* Boosting private Investments in education
* Technological support from the corporate
* Sponsoring underprivileged students
* Promoting non-formal education
* Supporting non academic skill development programs
* Scholarships and loan facilities for meritorious students aspiring higher education.
Human capital Development after an individual enter into the organization
o Enhance training activities and review performance periodically.
o Retain employees by providing proper incentives and maintaining friendly work culture.
o Identify skills and match jobs accordingly
o Sponsor for employees to do their higher education
o Frequent feedback to individual regarding performance.
o Emphasis on team work and empowerment
The delivery of educational services in India needs to be improved significantly to make India as a strong Human capital brand. The government, public and private should join hands to Improve human capital skills. Humans are the only appreciating asset India is rich in that, lets make it effective through strong education base to challenge 21st century.
“Let’s join hands in Developing a strong Human Capital
Building strong human capital – builds strong India”.
Tuesday, September 29, 2009
Career in Human Resource Management
The Human Resource Management degree prepares students for careers in management and in human resources. There are generalist HRM jobs such as human resource assistant.
There are careers involved with employment, recruitment and placement. Training and development specialism is often conducted by trainers and orientation specialists. Compensation and benefits tasks are handled by compensation analysts, salary administrators, and benefits administrators.
The Career paths lead from technical HR jobs to positions in senior HR management, such as Manager of Compensation, VP of Labor Relations, Director of Employment and others. While most students choose this major to become human resources professionals, others do so to better prepare themselves for careers in the general field of management.
Students are prepared to become generalists in human resources or to specialize in areas such as organization development, training and development, labor relations, and compensation and benefits. However there is moreto HRM than just being the internal function of a corporate. Some options open for professionals interested in career in Human Resource are given below.
Corporate HRM: The role of a HR manager in the corporate sector is to search, select & recruit suitable& qualified staff for his organization. It is also concerned with the development, motivation & training of this staff in order to maximize their satisfaction & minimize turnover. Typically a bachelor’s degree in management allows entry into a junior cadre of HRM, or an MBA is usually the norm for entry into mid level/senior position into HR department of large organization.
Training & Development: There are some companies that specialized in T & D as a business. Their jobs is broadly to “Train the Trainer” or in the other words, train HR managers to , in turn, train employees of their organization & equip them with certain skill sets. They often hold workshops on “behavioral skills” etc.
Recruitment consulting: Recruitment consulting is actually a very lucrative & fruitful field to join at this stage. There are several recruitment consulting firms in India. In some the business & business responsibilities are split by industries & in others, they are split by functions. The general requirement to become a recruitment consultant is an MBA with specialization in HR.
HR consulting: This is the upcoming field, where in organizations employ the services of HR consultants to either find solutions or help tide over issues relating to people in the organization. In the case of organizations that need to re-structure, HR consultant decide on those who need to be retained, fired or promoted. In public sector companies when voluntary retirement schemes are announced, HR consultants are hired to make the process smoother.
Career Counselling: This field includes the paid services of private organizations & also schools & colleges that provide career counselling to their students. “Several schools & colleges hire counselors to conduct behavioral test for students who are the verge of choosing a career stream. They conduct behavioral tests which help students ascertain their skills set & the field that would be ideal for them to join.
Academics: If a person is interested in academics & is keen to take up HR, then a MBA with a specialization in HR or OB is the best option. This followed by doctorate in the same field would make you eligible to teach HR or OB at any institution.
Cross-cultural Management: This module examines the consequences of cultural diversity for international business activities and the challenges of transferring individual managers and managerial systems across cultures. Students will improve their understanding of potential difficulties in a multicultural business context and build cross-cultural competence.
International HRM: This module offers insights into the diversity of employment systems and structures and human resource management techniques and strategies from both comparative and cross-national perspectives. Focusing on the implications for HRM, a student will gain insight into international business operations with an emphasis on the institutional distinctiveness of business systems, and economic and political strategies of firms as influenced by the national institutional framework.
Equality and Diversity: Currently very few universities offer modules which study Equality and Diversity, which examines theories of occupational segmentation. This new module explores diversity and equality across the dimensions of gender, race, disability, age and sexual orientation.
This module will also identify the contribution of Equality and Diversity Policies and practices to the achievement of organizational goals, quality and excellence in an international context and explore the implications of the European Union, internationalism, globalization, social, political and demographic change for human resource management and employment relations from an equality and diversity perspective.
There are careers involved with employment, recruitment and placement. Training and development specialism is often conducted by trainers and orientation specialists. Compensation and benefits tasks are handled by compensation analysts, salary administrators, and benefits administrators.
The Career paths lead from technical HR jobs to positions in senior HR management, such as Manager of Compensation, VP of Labor Relations, Director of Employment and others. While most students choose this major to become human resources professionals, others do so to better prepare themselves for careers in the general field of management.
Students are prepared to become generalists in human resources or to specialize in areas such as organization development, training and development, labor relations, and compensation and benefits. However there is moreto HRM than just being the internal function of a corporate. Some options open for professionals interested in career in Human Resource are given below.
Corporate HRM: The role of a HR manager in the corporate sector is to search, select & recruit suitable& qualified staff for his organization. It is also concerned with the development, motivation & training of this staff in order to maximize their satisfaction & minimize turnover. Typically a bachelor’s degree in management allows entry into a junior cadre of HRM, or an MBA is usually the norm for entry into mid level/senior position into HR department of large organization.
Training & Development: There are some companies that specialized in T & D as a business. Their jobs is broadly to “Train the Trainer” or in the other words, train HR managers to , in turn, train employees of their organization & equip them with certain skill sets. They often hold workshops on “behavioral skills” etc.
Recruitment consulting: Recruitment consulting is actually a very lucrative & fruitful field to join at this stage. There are several recruitment consulting firms in India. In some the business & business responsibilities are split by industries & in others, they are split by functions. The general requirement to become a recruitment consultant is an MBA with specialization in HR.
HR consulting: This is the upcoming field, where in organizations employ the services of HR consultants to either find solutions or help tide over issues relating to people in the organization. In the case of organizations that need to re-structure, HR consultant decide on those who need to be retained, fired or promoted. In public sector companies when voluntary retirement schemes are announced, HR consultants are hired to make the process smoother.
Career Counselling: This field includes the paid services of private organizations & also schools & colleges that provide career counselling to their students. “Several schools & colleges hire counselors to conduct behavioral test for students who are the verge of choosing a career stream. They conduct behavioral tests which help students ascertain their skills set & the field that would be ideal for them to join.
Academics: If a person is interested in academics & is keen to take up HR, then a MBA with a specialization in HR or OB is the best option. This followed by doctorate in the same field would make you eligible to teach HR or OB at any institution.
Cross-cultural Management: This module examines the consequences of cultural diversity for international business activities and the challenges of transferring individual managers and managerial systems across cultures. Students will improve their understanding of potential difficulties in a multicultural business context and build cross-cultural competence.
International HRM: This module offers insights into the diversity of employment systems and structures and human resource management techniques and strategies from both comparative and cross-national perspectives. Focusing on the implications for HRM, a student will gain insight into international business operations with an emphasis on the institutional distinctiveness of business systems, and economic and political strategies of firms as influenced by the national institutional framework.
Equality and Diversity: Currently very few universities offer modules which study Equality and Diversity, which examines theories of occupational segmentation. This new module explores diversity and equality across the dimensions of gender, race, disability, age and sexual orientation.
This module will also identify the contribution of Equality and Diversity Policies and practices to the achievement of organizational goals, quality and excellence in an international context and explore the implications of the European Union, internationalism, globalization, social, political and demographic change for human resource management and employment relations from an equality and diversity perspective.
Change Your Thinking
One of my friend forwarded a mail which had a thought provoking story.Thought will share with all in my blog.
Two men, both seriously ill, occupied the same hospital room.
One man was allowed to sit up in his bed for an hour each afternoon to help drain the fluid from his lungs. His bed was next to the room's only window. The other man had to spend all his time flat on his back. The men talked for hours on end.
They spoke of their wives and families, their homes, their jobs, their involvement in the military service, where they had been on vacation. Every afternoon, when the man in the bed by the window could sit up, he would pass the time by describing to his roommate all the things he could see outside the window.
The man in the other bed began to live for those one hour periods where his world would be broadened and enlivened by all the activity and color of the world outside. The window overlooked a park with a lovely lake. Ducks and swans played on the water while children sailed their model boats. Young lovers walked arm in arm amidst flowers of every color and a fine view of the city skyline could be seen in the distance.
As the man by the window described all this in exquisite details, the man on the other side of the room would close his eyes and imagine this picturesque scene. One warm afternoon, the man by the window described a parade passing by.Although the other man could not hear the band - he could see it in his mind's eye as the gentleman by the window portrayed it with descriptive words.
Days, weeks and months passed....
One morning, the day nurse arrived to bring water for their baths only to find the lifeless body of the man by the window, who had died peacefully in his sleep.She was saddened and called the hospital attendants to take the body away.As soon as it seemed appropriate, the other man asked if he could be moved next to the window. The nurse was happy to make the switch, and after making sure he was comfortable, she left him alone.
Slowly, painfully, he propped himself up on one elbow to take his first look at the real world outside. He strained to slowly turn to look out the window besides the bed. It faced a blank wall.
The man asked the nurse what could have compelled his deceased roommate who had described such wonderful things outside this window.The nurse responded that the man was blind and could not even see the wall.She said, 'Perhaps he just wanted to encourage you.'
Moral of the story:
There is tremendous happiness in making others happy, despite our own situations. Shared grief is half the sorrow, but happiness when shared, is doubled..If you want to feel rich, just count all the things you have that money can't buy.
'Today is a gift, that is why it is called The Present.'
Two men, both seriously ill, occupied the same hospital room.
One man was allowed to sit up in his bed for an hour each afternoon to help drain the fluid from his lungs. His bed was next to the room's only window. The other man had to spend all his time flat on his back. The men talked for hours on end.
They spoke of their wives and families, their homes, their jobs, their involvement in the military service, where they had been on vacation. Every afternoon, when the man in the bed by the window could sit up, he would pass the time by describing to his roommate all the things he could see outside the window.
The man in the other bed began to live for those one hour periods where his world would be broadened and enlivened by all the activity and color of the world outside. The window overlooked a park with a lovely lake. Ducks and swans played on the water while children sailed their model boats. Young lovers walked arm in arm amidst flowers of every color and a fine view of the city skyline could be seen in the distance.
As the man by the window described all this in exquisite details, the man on the other side of the room would close his eyes and imagine this picturesque scene. One warm afternoon, the man by the window described a parade passing by.Although the other man could not hear the band - he could see it in his mind's eye as the gentleman by the window portrayed it with descriptive words.
Days, weeks and months passed....
One morning, the day nurse arrived to bring water for their baths only to find the lifeless body of the man by the window, who had died peacefully in his sleep.She was saddened and called the hospital attendants to take the body away.As soon as it seemed appropriate, the other man asked if he could be moved next to the window. The nurse was happy to make the switch, and after making sure he was comfortable, she left him alone.
Slowly, painfully, he propped himself up on one elbow to take his first look at the real world outside. He strained to slowly turn to look out the window besides the bed. It faced a blank wall.
The man asked the nurse what could have compelled his deceased roommate who had described such wonderful things outside this window.The nurse responded that the man was blind and could not even see the wall.She said, 'Perhaps he just wanted to encourage you.'
Moral of the story:
There is tremendous happiness in making others happy, despite our own situations. Shared grief is half the sorrow, but happiness when shared, is doubled..If you want to feel rich, just count all the things you have that money can't buy.
'Today is a gift, that is why it is called The Present.'
Thursday, September 24, 2009
One Day as SalesMan
My mind always aspires to become an HR profession,but its really tough to get a HR job in this recession.There are many openings in the market for Sales/Marketing roles.For a long time i never attended nor showed interest in any sales jobs.Many people advised me to take a sales job temporary and then look out for the job i wanted.
So one day i thought,will give a try for sales job and check whether it will suit me.I attended the interview for sales executive role in a Advertising-Sales organization.The organization is India's leading Directional media company,connecting buyers and sellers through information products and services - yellow pages,white pages directories,classified media,tele-information services,online and mobile media.
I cleared 3 rounds of interview and was asked to join the company.The job involves getting clients for the organization.The clients are people who run a business on their own and wants to advertise,retain existing customers,gain new customers etc.Call customers, fix an appointment,meet them,close the business deal,this is how the job goes on.Its a non-Ac office that had a normal setting,a cabin for each one and a phone,no computers for any,all have to enter the information and data manually in a form.
I joined the company on the said date and time.9Am to 6.30PM was the office timing.The dress code is formal wearing with a tie daily.I reached office at 8.45Am and was waiting in the reception to meet the branch manager. Then i was asked to assemble for the praying meeting.Daily they used to start the day with a prayer,followed by appreciation of the people who have got good business to the company the previous day.
The manager introduced me to the employees.I spoke few words to the crowd and introduced myself to them.Then a girl came and stood in the middle of the crowd and shouted GO,others shouted GETIT,they were telling their slogan and greeted good morning to each other and started their work.All were new to me,their work culture was little different.Their work environment and culture was completely opposite to that of the ITES company i worked before.But i liked the way they started off their day,encouraging themselves each other for performing well.
I had a meet with the manager in his room,were he was inducting me about the company,the job role,incentive program,growth opportunities etc.Then i was introduced to the sales manager.She too inducted me about the job role and the business concept. I was put in team ,which had 4 people including me ,i had to report to District sales manager who was leading the team.
He explained how everything goes on in the team and activities that i should carry on in the job role.The manager had trouble speaking in English to me,so i started speaking in Tamil to him ,to make him comfortable explaining things to me.I was reading few forms and directories for sometime,then the teamlead asked me to come with him for the field work.
He asked me to take my bike.I started driving to places he said.We both started at 11Am in the morning,till 7PM in the evening i was in driving.I had to put petrol for 200Rs,no petrol allowance was provided to me by the management.I was asked to take care of the expenses of my own from the salary.
The manager asked me to observe the activities that he does when meeting the clients. We went to nearly 12 companies,the manager had not fixed any appointment with any of the customers and he just walked in to the company for business.None of the companies gave business on that day.Some people even chased us out.When a sales person ring our home door bell ,we used to ask them leave the place ,saying we dont need the product,the same was experienced by me on that day.
At 6.30PM ,we met with an accident,a biker dashed us with full speed,wherein i got injuries in my leg and hands.I had blood clot in my right leg and was suffering with pain.My bike was damaged in the front part.Nothing happened to the manager.After that the manager asked me to drop him in the office and leave home.I was driving with pain and somehow reached office.
I went and met the sales manager,she asked me how was the day,i dint say her anything that happened,told her it was fine.Then she asked me to leave home.I was very tired and had no strength,suffered with pain throughout my body.I reached home by 9PM and went to doctor for treatment.It was one of the worst day in my life,wherein i was asked to leave a place by someone,was roaming in bike the whole day, met with accident and suffered injuries.
I was not comfortable with the work environment,employees,work culture,the way they approach the customers etc.I joined the company with a feeling ,it would be B-B marketing,but it was completely B-C marketing.Sales career needs lots of patience,willingness to travel.That one day made me never turn to a sales job any more in life.I really wonder seeing people who have taken a sales role.Some people do sales with passion and survive in the field for long time but not all.Many take sales role for some time and at a certain stage,they think of changing their career.
I am again on my path for searching the job i wanted ,i am confident that one day i will land in the job i wished.Its not far.
So one day i thought,will give a try for sales job and check whether it will suit me.I attended the interview for sales executive role in a Advertising-Sales organization.The organization is India's leading Directional media company,connecting buyers and sellers through information products and services - yellow pages,white pages directories,classified media,tele-information services,online and mobile media.
I cleared 3 rounds of interview and was asked to join the company.The job involves getting clients for the organization.The clients are people who run a business on their own and wants to advertise,retain existing customers,gain new customers etc.Call customers, fix an appointment,meet them,close the business deal,this is how the job goes on.Its a non-Ac office that had a normal setting,a cabin for each one and a phone,no computers for any,all have to enter the information and data manually in a form.
I joined the company on the said date and time.9Am to 6.30PM was the office timing.The dress code is formal wearing with a tie daily.I reached office at 8.45Am and was waiting in the reception to meet the branch manager. Then i was asked to assemble for the praying meeting.Daily they used to start the day with a prayer,followed by appreciation of the people who have got good business to the company the previous day.
The manager introduced me to the employees.I spoke few words to the crowd and introduced myself to them.Then a girl came and stood in the middle of the crowd and shouted GO,others shouted GETIT,they were telling their slogan and greeted good morning to each other and started their work.All were new to me,their work culture was little different.Their work environment and culture was completely opposite to that of the ITES company i worked before.But i liked the way they started off their day,encouraging themselves each other for performing well.
I had a meet with the manager in his room,were he was inducting me about the company,the job role,incentive program,growth opportunities etc.Then i was introduced to the sales manager.She too inducted me about the job role and the business concept. I was put in team ,which had 4 people including me ,i had to report to District sales manager who was leading the team.
He explained how everything goes on in the team and activities that i should carry on in the job role.The manager had trouble speaking in English to me,so i started speaking in Tamil to him ,to make him comfortable explaining things to me.I was reading few forms and directories for sometime,then the teamlead asked me to come with him for the field work.
He asked me to take my bike.I started driving to places he said.We both started at 11Am in the morning,till 7PM in the evening i was in driving.I had to put petrol for 200Rs,no petrol allowance was provided to me by the management.I was asked to take care of the expenses of my own from the salary.
The manager asked me to observe the activities that he does when meeting the clients. We went to nearly 12 companies,the manager had not fixed any appointment with any of the customers and he just walked in to the company for business.None of the companies gave business on that day.Some people even chased us out.When a sales person ring our home door bell ,we used to ask them leave the place ,saying we dont need the product,the same was experienced by me on that day.
At 6.30PM ,we met with an accident,a biker dashed us with full speed,wherein i got injuries in my leg and hands.I had blood clot in my right leg and was suffering with pain.My bike was damaged in the front part.Nothing happened to the manager.After that the manager asked me to drop him in the office and leave home.I was driving with pain and somehow reached office.
I went and met the sales manager,she asked me how was the day,i dint say her anything that happened,told her it was fine.Then she asked me to leave home.I was very tired and had no strength,suffered with pain throughout my body.I reached home by 9PM and went to doctor for treatment.It was one of the worst day in my life,wherein i was asked to leave a place by someone,was roaming in bike the whole day, met with accident and suffered injuries.
I was not comfortable with the work environment,employees,work culture,the way they approach the customers etc.I joined the company with a feeling ,it would be B-B marketing,but it was completely B-C marketing.Sales career needs lots of patience,willingness to travel.That one day made me never turn to a sales job any more in life.I really wonder seeing people who have taken a sales role.Some people do sales with passion and survive in the field for long time but not all.Many take sales role for some time and at a certain stage,they think of changing their career.
I am again on my path for searching the job i wanted ,i am confident that one day i will land in the job i wished.Its not far.
Wednesday, September 16, 2009
Team Work
Building productivity is vitally important to the success of a company. To achieve productivity, employers need to motivate their employees to work as a team toward specific goals. The question is how to do this.
Personal responsibility, ownership, involvement, communication, recognition, and reward are building blocks to greater productivity. Sometimes, however, managers encounter a reluctant employee who doesn't want responsibility or involvement in decision making. All this employee appears to want is to be left alone to do his job and pick up a check at the end of the week.
Many times, this person becomes a barrier to productivity because he is not part of the teamwork ethic that can move a department or company forward. Individuals who are self-serving and ego-driven also can be a problem in terms of group motivation.The team managers play a vital role in handling these kinds of employees.Good managers need to understand the forces that motivate people to greater performance. They have to understand the nature and goals of their people and begin to weld together a team that transcends individuals.
Based on my experiences and also with other people I know, i suggest the following ideas to be an effective team member.
Communicate
If you have a problem with someone in your group, talk to him about it. Letting bad feelings brew will only make you sour and want to isolate yourself from the group. Not only does it feel good to get it out, but it will be better for the team in the long run.
Don't Blame Others
People in your group lose respect for you if you're constantly blaming others for not meeting deadlines. You're not fooling anyone, people know who isn't pulling his weight in a group. Pointing the finger will only make you look cowardly. Group members understand if you have a heavy workload and weren't able to meet a deadline. Saying something like, "I'm really sorry, but I'll get it to you by the end of today." will earn you a lot more respect than trying to make it seem like it's everyone else's fault that you missed your deadline.
Support Group Member's Ideas
If a teammate suggests something, always consider it – even if it's the silliest idea you've ever heard! Considering the group's ideas shows you're interested in other people's ideas, not just your own. And this makes you a good team member. After all, nobody likes a know-it-all.
No Bragging
It's one thing to rejoice in your successes with the group, but don't act like a superstar. Doing this will make others regret your personal successes and may create tension within the group. You don't have to brag to let people know you've done a good job, people will already know. Have faith that people will recognize when good work is being done and that they'll let you know how well you're doing. Your response? Something like "Thanks, that means a lot." is enough.
Listen Actively
Look at the person who's speaking to you, nod, ask probing questions and acknowledge what's said by paraphrasing points that have been made. If you're unclear about something that's been said, ask for more information to clear up any confusion before moving on. Effective communication is a vital part of any team, so the value of good listening skills shouldn't be underestimated.
Get Involved
Share suggestions, ideas, solutions and proposals with your team members. Take the time to help your fellow teammates, no matter the request. You can guarantee there will be a time in the future when you'll need some help or advice. And if you've helped them in past, they'll be more than happy to lend a helping hand.
Tuesday, September 15, 2009
The 90/10 Principle-Stephen Covey
Recently I read the 90/10 principle of Stephen Covey in a Magazine .The 90/10 principle is incredible! It was interesting and as a meaningful insight in it.Very few know and apply this principle.Millions of people are suffering undeserved stress, trials, problems, and heartache. They never seem to be a success in life. Bad days follow bad days. Terrible things seem to be constantly happening. Theirs is constant stress, lack of joy, and broken relationships. Worry consumes time, anger ruins friendships and life seems dreary and is not enjoyed to the fullest. Friends are lost. Life is a bore and often seems cruel. Does this describe you? If so, do not be discouraged. You can be different! Understand and apply the 90/10 principle. It will change your life!
What is this principle? 10% of life is made up of what happens to you. 90% of life is decided by how you react. What does this mean? We really have no control over 10% of what happens to us. We cannot stop the car from breaking down. The plane may be late arriving, which throws our whole schedule off. A driver may cut us off in traffic. We have no control over this 10%. The other 90% is different. You determine the other 90%! How? By your reaction. You cannot control a red light, but you can control your reaction. Don’t let people fool you; You can control how you react!
Here are some ways to apply the 90/10 principle. If someone says something negative about you, do not be a sponge. Let the attack roll off like water on glass. You do not have to let the negative comment affect you! React properly and it will not ruin your day. A wrong reaction could result in losing a friend, being fired, getting stressed out, etc.
How do you react if someone cuts you off in traffic? Do you lose your temper? Pound the steering wheel? (A friend of mine had the steering wheel fall off!) Do you curse? Does your blood pressure skyrocket? Do you try and bump them? Who Cares if you arrive ten seconds later at work? Why let the cars ruin your drive. Remember the 90-10 principle, and do not worry about it!
You are told you lost your job. Why lose sleep or get irritated? It will work out. Use your “worrying” time and energy into finding another job.
The plane is late. It is going to mangle your schedule for the day. Why take out your frustration on the flight attendant? She has no control over what is going on. Use your time to study, get to know the other passenger, etc. Why get stressed out? It will just make things worse.
Now you know the 90-10 principle. Apply it and you will be amazed at the results.
What is this principle? 10% of life is made up of what happens to you. 90% of life is decided by how you react. What does this mean? We really have no control over 10% of what happens to us. We cannot stop the car from breaking down. The plane may be late arriving, which throws our whole schedule off. A driver may cut us off in traffic. We have no control over this 10%. The other 90% is different. You determine the other 90%! How? By your reaction. You cannot control a red light, but you can control your reaction. Don’t let people fool you; You can control how you react!
Here are some ways to apply the 90/10 principle. If someone says something negative about you, do not be a sponge. Let the attack roll off like water on glass. You do not have to let the negative comment affect you! React properly and it will not ruin your day. A wrong reaction could result in losing a friend, being fired, getting stressed out, etc.
How do you react if someone cuts you off in traffic? Do you lose your temper? Pound the steering wheel? (A friend of mine had the steering wheel fall off!) Do you curse? Does your blood pressure skyrocket? Do you try and bump them? Who Cares if you arrive ten seconds later at work? Why let the cars ruin your drive. Remember the 90-10 principle, and do not worry about it!
You are told you lost your job. Why lose sleep or get irritated? It will work out. Use your “worrying” time and energy into finding another job.
The plane is late. It is going to mangle your schedule for the day. Why take out your frustration on the flight attendant? She has no control over what is going on. Use your time to study, get to know the other passenger, etc. Why get stressed out? It will just make things worse.
Now you know the 90-10 principle. Apply it and you will be amazed at the results.
Management Lesson
One of my friend mailed me a story,which was really funny and one that as a meaningful lesson.I thought i will share it with everyone in my blog.
One fine day, a bus driver went to the bus garage, started his bus, and drove off along the route. No problems for the first few stops - a few people got on, a few got off, and things went generally well.
At the next stop, however, a big hulk of a Pathan got on. Six feet four, built like a wrestler, arms hanging down to the ground. He glared at the conductor and said, "Pathan doesn't pay!" and sat down at the back.
Conductor didn't argue with Pathan, but he wasn't happy about it. The next day the same thing happened รข€“ Pathan got on again, made a show of refusing to pay, and sat down. And the next day, and the next..
This grated on the bus driver, who started losing sleep over the way Pathan was taking advantage of poor conductor. Finally he could stand it no longer. He signed up for body building courses, karate, judo, and all that good stuff.
By the end of the summer, he had become quite strong; what's more, he felt really good about himself. So, on the next Monday, when Pathan once again got on the bus and said, "Pathan doesn't pay!"
The driver stood up, glared back at Pathan, and screamed, "And why not?"
With a surprised look on his face, Pathan replied, "Pathan has a bus pass."
Management Lesson: Be sure there is a problem in the first place before working hard to solve one.
Many in life worry themselves a lot without understanding the real problem.A problem is never a problem if dealt at the beginning itself.Life is cool,if its felt so.Lets stopping worrying and try to live a tension free life.
One fine day, a bus driver went to the bus garage, started his bus, and drove off along the route. No problems for the first few stops - a few people got on, a few got off, and things went generally well.
At the next stop, however, a big hulk of a Pathan got on. Six feet four, built like a wrestler, arms hanging down to the ground. He glared at the conductor and said, "Pathan doesn't pay!" and sat down at the back.
Conductor didn't argue with Pathan, but he wasn't happy about it. The next day the same thing happened รข€“ Pathan got on again, made a show of refusing to pay, and sat down. And the next day, and the next..
This grated on the bus driver, who started losing sleep over the way Pathan was taking advantage of poor conductor. Finally he could stand it no longer. He signed up for body building courses, karate, judo, and all that good stuff.
By the end of the summer, he had become quite strong; what's more, he felt really good about himself. So, on the next Monday, when Pathan once again got on the bus and said, "Pathan doesn't pay!"
The driver stood up, glared back at Pathan, and screamed, "And why not?"
With a surprised look on his face, Pathan replied, "Pathan has a bus pass."
Management Lesson: Be sure there is a problem in the first place before working hard to solve one.
Many in life worry themselves a lot without understanding the real problem.A problem is never a problem if dealt at the beginning itself.Life is cool,if its felt so.Lets stopping worrying and try to live a tension free life.
UG vs PG
While i was doing my MBA,more than academics i involved myself in extra curricular activities.I am an average student and highly proactive person.I like to indulge myself in sports,competitions,seminars,paper presentations and various other activities.I was not so when i was doing my engineering,I have never been on stage for any presentation.If i had to do a presentation or take a seminar,i used to take leave for the whole week or abscond myself from that class.
But in PG things changed ,the mode of learning was fully E-mode were presentations,seminars,case study analysis etc.. was the way it was.So PG life changed me completely and now i am capable of facing any number of audience.
During my UG,i dint have enough confidence to face things,i had a weird feeling that i am not capable of doing certain activities.The reason for it was,i had a fear in my mind that i may not do it right the way it should be and i never even gave a try for them.My whole UG life went off with the same feeling.Only when i went out to look for a job,i realized i would have given a try to those activities which i dint care about.
I dont wanted to do the same mistake in my PG ,so i involved myself in many activities to improve my skills and learn things by giving a try to them.Only when we try,we will be able to identify what our strengths and weaknesses are and will be able to mould and shape ourself to meet the external world.
In PG i participated in a paper presentation competition in a B-School.That was my first participation in a Inter college competition in my life.I have never given a try before thinking i may not succeed but this time i was ready to face it and decided to give a try.I presented the paper with full confidence and courage.After my presentation,there was huge response and claps from the audience which made me feel very happy and finally to my surprise the result was i got the first prize for that presentation.So we never come to know our capabilities until we give a try for doing things.
Nothing can be learnt without doing mistakes ,so one should not be afraid of doing things.All it needs is the confidence and courage to do things,never mind who criticizes nor going wrong.From our mistakes we will be able to improve ourself and shine in future.
"Without your involvement you cannot succeed and with your involvement you cannot fail".These words speak everything.
But in PG things changed ,the mode of learning was fully E-mode were presentations,seminars,case study analysis etc.. was the way it was.So PG life changed me completely and now i am capable of facing any number of audience.
During my UG,i dint have enough confidence to face things,i had a weird feeling that i am not capable of doing certain activities.The reason for it was,i had a fear in my mind that i may not do it right the way it should be and i never even gave a try for them.My whole UG life went off with the same feeling.Only when i went out to look for a job,i realized i would have given a try to those activities which i dint care about.
I dont wanted to do the same mistake in my PG ,so i involved myself in many activities to improve my skills and learn things by giving a try to them.Only when we try,we will be able to identify what our strengths and weaknesses are and will be able to mould and shape ourself to meet the external world.
In PG i participated in a paper presentation competition in a B-School.That was my first participation in a Inter college competition in my life.I have never given a try before thinking i may not succeed but this time i was ready to face it and decided to give a try.I presented the paper with full confidence and courage.After my presentation,there was huge response and claps from the audience which made me feel very happy and finally to my surprise the result was i got the first prize for that presentation.So we never come to know our capabilities until we give a try for doing things.
Nothing can be learnt without doing mistakes ,so one should not be afraid of doing things.All it needs is the confidence and courage to do things,never mind who criticizes nor going wrong.From our mistakes we will be able to improve ourself and shine in future.
"Without your involvement you cannot succeed and with your involvement you cannot fail".These words speak everything.
Sunday, September 13, 2009
Quality in Customer Service
During my PG i participated in a paper presentation Seminar in one of the B-School in Chennai.The topic of the Paper presentation was "Quality in Customer service".The central theme of my presentation was to show how important is customer service for every organization and what all benefits it would bring about in an organization.
"Every company’s greatest assets are its customers, because without customers there is no company," --Erwin Frand.
The PPT went on with these quotes.In today's market,Quality in customer service from a customer point of view is “a function of how well an organization is able to constantly and consistently exceed the needs of the customer."
At today’s prices, people don’t want bikes that aren’t perfect,houses made with inferior materials, stores with rude employees, or airlines and restaurants that provides poor services.And while most customers don’t bother to complain, they simply take business to other companies which offer the service they expect or products of better quality.
I proposed Customer relationship Management(CRM) as a tool to improve customer service.CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers.In simple its all about customer management.A successful and effective CRM programme results in increase of Customers Lifetime Value of any organization.
Pantaloons uses CRM as a main to tool to get more customers and to make existing customers into loyal customers.It also stays in touch with its loyal customers through Mailers, SMSes E-mails and Telephone informing them about the developments and promotions.
CRM plays a key role in the service and sales & marketing areas also. It empowers organizations by providing multi-channel customer interactions, intelligent call routing, automatic activity updating, interaction history tracking, service plan management, customer satisfaction tracking and portal integration.
HCL which use CRM as a tool to improve the business and have valuable customers for a long is a model for CRM implementation.HCL understands that effective loyalty management systems cement business relationships and help to retain existing customers.
Customer relationship management is essential to compete effectively in today’s marketplace. The more effective an organization can use the information about its customers to meet their needs the more profitable it will be. The route to a successful business requires that it understands its customers and their requirements, and CRM is the essential guide.”
The PPT went on with the above ideas and there was huge appreciation from the audience which made me feel satisfied and happy with what i have done.
"Every company’s greatest assets are its customers, because without customers there is no company," --Erwin Frand.
The PPT went on with these quotes.In today's market,Quality in customer service from a customer point of view is “a function of how well an organization is able to constantly and consistently exceed the needs of the customer."
At today’s prices, people don’t want bikes that aren’t perfect,houses made with inferior materials, stores with rude employees, or airlines and restaurants that provides poor services.And while most customers don’t bother to complain, they simply take business to other companies which offer the service they expect or products of better quality.
I proposed Customer relationship Management(CRM) as a tool to improve customer service.CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers.In simple its all about customer management.A successful and effective CRM programme results in increase of Customers Lifetime Value of any organization.
Pantaloons uses CRM as a main to tool to get more customers and to make existing customers into loyal customers.It also stays in touch with its loyal customers through Mailers, SMSes E-mails and Telephone informing them about the developments and promotions.
CRM plays a key role in the service and sales & marketing areas also. It empowers organizations by providing multi-channel customer interactions, intelligent call routing, automatic activity updating, interaction history tracking, service plan management, customer satisfaction tracking and portal integration.
HCL which use CRM as a tool to improve the business and have valuable customers for a long is a model for CRM implementation.HCL understands that effective loyalty management systems cement business relationships and help to retain existing customers.
Customer relationship management is essential to compete effectively in today’s marketplace. The more effective an organization can use the information about its customers to meet their needs the more profitable it will be. The route to a successful business requires that it understands its customers and their requirements, and CRM is the essential guide.”
The PPT went on with the above ideas and there was huge appreciation from the audience which made me feel satisfied and happy with what i have done.
Subscribe to:
Posts (Atom)