Discussion: View Thread

Deon,

All you need is one hour of their time.

1. Give each workgroup a five minute overview of the notion of "
"Customer" using Phil Crosby's materials and ten minutes to list their
respective customers.

2. Give each person a copy of The One Minute Manager (to be read off site)
and schedule a fifteen minute group discussion session each week for three
weeks.

3. Get the top executive to start living the One Minute Manager. Within
four months over 50% of the employees will be far more customer oriented
than you could have dreamed.

4. Applause is a narcotic of the best kind.

++++++++++++++++++++++++++++++++++++++++++++++
On Tue, 2 Mar 1999, Deon Binneman wrote, RE: Customer Orientation Program


>CUSTOMER ORIENTATION PROGRAM
>
>I have a client for who it has become apparent that out of 13 critical
>success criteria, customer orientation is the criteria that is the most
>under-developed of all.
>
>They are now in the process of looking at a program to address this
>shortcoming with +/- 100 potential senior managers. It is their objective to
>correct this situation with this core group of people and then for this
>cadre to carry this initiative to their various companies and divisions.
>
>My potential client is a manufacturer and distributor of electrical
>engineered products with 4000 employees divided into 8 divisions and 30
>business units.
>
>The group of 100 people would not be able to be removed from their
>workstations for an extended period.
>
>My client is looking for something more than the traditional course
>presented in a class room situation.
>
>They have requested me to, at this preliminary stage,
>
>(a)Provide an Executive Brief or a conceptual plan and description of how I
>would assist them to achieve their objectives.
>
>(b)Provide them with preliminary budget figures on the cost of the program
>suggested.
>
>The closing date for any proposals from me is the 4th March 1999. Your
>professional insight will be really appreciated.
>
>Deon Binneman
>DB Communications
>Public Relations & Training Consulting
>Phone/Fax: +27 (011) 4753515
>deonbin@icon.co.za
>=============================================
>DB Communications is an integrated communications
>consultancy, operating from Johannesburg, South Africa,
>with special competencies in Reputation Management,
>Communication Improvement & Strategic PR counseling;
>and Management development training
>(with the emphasis on training Reputation management ,
>Small Business management and coaching skills
>for leaders and communicators).
>==============================================

Jack Ring, 32712 N. 70th St., Snottsdale, AZ 85262-7143
602-488-4615, Cell) 602.369.4615, Fax)602-488-4616
Work like you don't need the money. Love like you've never been hurt.
Dance like nobody's watching.

Deon,
I responded to your statement that Results had to be achieved while
minimizing the time of workers away from their workstations.

I agree with Dave that there are many other activities you could put them
through -- might even try an all-day "outdoors" session. However, when you
look at Results Gained per Hour of Downtime, be very wary of all that "HR"
stuff.

I assume you are not trying to create Awareness nor even Learning but are
trying to achieve Retention and Application. Well, I think you will find
that Customer Orientation comes from the inside-out. Their "outward bound"
experience does not have to carry any farther than the person next to them.
Accordingly, your most economical strategy is to instill a spark in each
employee of serving their immediate customers. Then fan the flames.

This may not be the most dramatic way to spend corporate training funds but
the quickest way to "Better."

Of course, if you want to spend more money and time, send me a Purchase
Order --- ;-) --- and I will see what I can do to help.


On Wed, 3 Mar 1999 Dave Stewardson wrote, Re: Customer Orientation Program
>
>Dear Deon
>
>Jack Ring's advice is broadly on the right lines but of course it
>will not be that easy.
>
>You need to convince people that they will gain from changing the
>way that they do things, and that they are the drivers of the
>process.
[...]

Jack Ring, 32712 N. 70th St., Snottsdale, AZ 85262-7143
602-488-4615, Cell) 602.369.4615, Fax)602-488-4616
Work like you don't need the money. Love like you've never been hurt.
Dance like nobody's watching.

Dear Jack and Deon

I think we could make a good team.

Did you know that there is now an agreement between SA, USA and the
EC (among other economic 'regions' that are involved) to allow
part-funded tri-partisan projects that broadly address
training, learning and development issues in Business & Industry?

These things take time to set up and I think we need two partners
per region, but what do you think?

Regards
Dave Stewardson
ISRU {Industrial Statistics Research Unit}
MMME {Department of Mechanical, Materials and Manufacturing Engineering}
Stephenson Building
University of Newcastle upon Tyne
Tyne & Wear
England
GB - NE1 7RU
TEL 00 44 191 222 8513
FAX 00 44 191 222 8600