It is first lesson in Customer Satisfaction: All
business success stories necessarily begin with something( called sale)
that links company to customer.
If we evaluate this concept on our profit making new
car sale business, we find only good and new is relevant to them.
Instead of cheap, they are expensive. One has to pay ON money to buy a
new car from any dealer. ( if you don't believe it try one on Shahrah-e-Faisal,
don't miss the one near the bridge ).Fast here means getting car within
six months if you are lucky.
In real terms, Good — meaning relationship with
customer. Delivering "good" now implies that having the
transaction place on time and hassle free to the customer's requested
date 98 per cent of the time. It used to mean just doing what we
promised 95 per cent of the time. New means Innovation, Cheap means
price — giving higher value for price. Fast means quick response,
This is new rule of thumb formula for satisfying
customers. Customers these days expect their manufacturers to be
perfect, offer customized (make to order) products, deliver immediately
and still sell it cheap. Newness — or product innovation — is taken
for granted these days.
One of the firm ABB Industrial Systems (not gone
Bankrupt yet) observed: Rather than measuring customer satisfaction
through a survey, we measure customer dissatisfaction...We analyze the
customer complaint database for trends and systemic issues. If KESC
starts doing the same for a change it will be new BILL order.
Siemens Automotive, a 1995 Best Plants winner, noted
that daily customer contacts are maintained through resident engineers
assigned to each of our major customers.
SIX SIGMA APPROACH:
Six sigma is a trademark of Motorola, where it
originated over 12 years ago. People ask what is it?. An analytical
method aimed at achieving NEAR PERFECT RESULTS on production line,
service delivery, management and other business activities. In
statistics, the Greek letter sigma denotes variation in a standard bell
curve. One sigma equals 690,000 defects per one million. Most companies
do no better than three sigma, or 66,000 errors per million. Six sigma
reduces that count to 3.4 defects per million.That saves money by
For example Steel Mill here produces one million
tonne of steel per year. According to six sigma the percentage of
rejection should not be more than 3.4 tonne. If you call somebody in
steel mill to check whether they are close to six sigma. The only
reaction you will hear is Laughter.
How does it work? The tool achieves results by
reducing errors. First, auditors DEFINE a process where results are sub
par. Then they MEASURE the process to determine current performance.
ANALYZE this information to pin-point where things are going wrong, and
IMPROVE the process and eliminate the error. Last CONTROLS are set up to
prevent future bugs.
Where can we use it in Pakistan?. Try Pakistan Steel
where they say Quality is way of life( but people are still searching
for it), PIA with Great people to fly with can be a good area to attempt
six sigma deal. Pakistan Ordnance factory, Pakistan Railways, PTCL,
WAPDA, KESC and similar white elephants can reap real advantage of this
CRUCIBLES OF LEADERSHIP:
'Most of us are fascinated with the notion of what
makes a leader. Why is it that certain people seem to naturally inspire
confidence, loyalty, and hard work, while others stumble again and
again? According to a recent research one of the most reliable
indicators and predictors of true leadership is an individual's ability
to find meaning in negative events and to learn from even the most
Everyone is tested by life, but only a few extract
strength and wisdom from their most trying experiences. They're the ones
we call leaders.
THINKING BEYOND PRODUCTS AND SERVICES:
Don't limit yourself to goods and services in your
endeavour to uncover the next wave of human need says James Gilmore co
author of the Experience Economy. The following questions can help
stimulate your thought:
are your customers, suppliers, employees, or even your competitors'
customers making themselves that they don't want to make?
are they doing for themselves that they don't want to do?
What are they experiencing that they'd rather not endure?
What do they dream about making, doing, or experiencing?
If your customers are showing signs of fatigue, spice things up by
playing to their desire for things that make other people envious.
LEARNING FROM WORDS OF WISDOM:
Quotes provide food for thought on what enlightened
management entails. Some of them worth digestion are.
I am easily satisfied with the best. — Winston
Good is not good where better is expected. — Thomas Fuller
If you lead the people with correctness, who will dare not to be
correct? — Confucius
A man is known by the company he organizes. Anonymous.
In modern management mantra humour plays an important
role sharing jokes help in removing stress.
One day a Government guy took some time out from his
Later in the day, when he returned to his office, his boss asked him,
Hey do you believe in life after death? An after life?
The guy was puzzled but managed to answer Yes... I suppose I do!"
The boss says '' Good, because your grand father was looking for you
after you left for his funeral!