Veronicle Blog

Projects can be very much like the proteins in the human body without which can lead to stunting of development. In the case of projects the development of the business as a whole is at risk from the absence of accurately controlled projects. In addition, excessive and unnecessary projects are also damaging to the growth of the same organisation. In some cases these types of projects can even lead to the business failing… Given the branching structure of any organisation it’s natural for each individual department within the whole business to be proposing or running it’s own project. Monitoring all such individual projects and taking decisions on the value of each of them is required by top management. In order to aid management in decision making it’s useful to have PPM Tools.These tools indicate the vital tasks, milestones and Key Performance Indicators (KPI’s) of all company projects that are in progress for a particular organisation. Based on different algorithmic rules PPM Tools should be able to check the progress of a specific project and its relationship with other current projects producing output that indicates individual projects’ value or effectiveness towards the businesses ultimate project goals.As organisations realise the need for Portfolio Management Tools to improve their business, demand for these types of tools has multiplied. The demand and its rise have been equally proportioned by supply and creation of newer PPM Tools and software and Project Portfolio Management software modules.Picking out the right provider from the plethora of Project Management Tools has also become a decision making game of its own. There are many factors which are common and may provide introductory or perfunctory points that need to be checked before deciding on one particular software system.The cost of buying Portfolio Management Tools itself can be a very important element when choosing the right PPM tools. Higher cost need not necessarily indicate optimum software. Ease of learning the software is another factor that is a important aspect to look for. If the learning curve of the software takes a lot of time then the basic function of checking project status would be defeated.Software upgrades and flexibility should be another determining factor for deciding one type of software system. It has to be remembered that the types of projects in a company are often individual and do not follow one singular or straight process. There are variations in types of projects and each project specification will have been submitted at the implementation stage. Project Management Tools that can accomodate such changes without a complete system makeover should always be the desired option.Project Portfolio Management Tools are now essential to top level management in order to keep a bird’s eye view on simultaneously running projects in a organisation.

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We must keep in mind that as well as by increasing sales figures, profits can also be ramped up by cutting expenditure and by using your time more productively. A simple and frequently omitted aid to doing so is employee performance management software. Business optimization calls for an understanding of the specialties and weak areas of its staff; where is their best work done? How can you adjust your system to use their strengths and suppress their weaknesses? This is the important question. The core difficulty lies in finding and metricizing this data. To look at just one facet of this — to wit: employee evaluation — determining progress and being able to track it is a significant hassle. First, you implement employee evaluation reviews to evaluate and track all work done by each staff member. If this was done with conventional approaches, you now have to assess all of that data by eye in order to set objectives, and track further development.

Employing performance appraisal software you know that this appraisal is taken care of and you need only scrutinize the various metrics to find what the right targets for this member of staff would be. It also makes keeping track of the member of staff’s advancement much simpler. This removes the demands on your time and may even be far more useful. It’s also possible, of course, just to use the system to track raw information like performance reviews and to make your own analysis. It goes without saying that it’s not employee effieciency alone that can be improved by advice from performance appraisal software. It can also be valuable to study clients and suppliers to be better able to pace your purchasing and conserve money. You’ll have a data analysis that can show who provides products with the best quality, at the lowest prices and also distinguish those with high rates of loss or poor delivery times. Clients can be assesed in terms of a different metric, and once again this information can be used to streamline your processes and help your bottom line. This information is useful in minimizing expenses and boosting profits. Not only that but a greater awareness of your target demographics will allow more efficient advertising.

Watching both market and sources is simple with performance management software. It also streamlines the employee evaluation and helps set realistic targets for your employees decidedly. There may be no upper limit when leveraging performance management software…

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One of the fastest methods of building your client base is to seek out mutually-beneficial joint ventures. The key words here are’mutually-beneficial.’ Find marketers and entrepreneurs who’ve already got large’responsive’ mailing lists and make them an offer they can’t refuse.

Many individuals have tried using this plan but have failed miserably. I’ll tell you why.

The issue with most people is that they are only concentrated on what they can get out of the deal. You’ll never get it if that’s what your focus is on.

When you’re attempting to form joint ventures, target the other party and ask,’What do they need? What can I offer them that’d be of value to them?’

Sure, you can just offer the other person a cut of the profits if they accept to commend your product/service to their list, but that’s what everybody does! And nowadays, that isn’t enticing enough. How is your offer unique?

Apply the USP - the’twist.’ Be unique! Create price for them! Make it worth their while. Make them an offer they cannot refuse!

When I send out an offer for a collusion JV I simply tell them I want to promote their product/business/service for them and not be paid for it. Rather than receiving forty percent commission as an affiliate I offer them to keep 70+% of the profit. All they have to do is let me use their service just once ( considering that they are an ezine, newsletter or business with a large opt-in list ). I assure them that a singular page will be made and payments will be made directly to the partner.

Think about it!

You’ll be giving the partner extra exposure, higher profits and security of their business. In doing so, you will be able to provide discount advertising/products/services to your members or visitors giving YOUR business more value . Because now, folks will know to come to you for deductions on products and services they need!

With this concept under consideration , go out there and seek for some enterprises who already have a gigantic list or some high traffic.

—
Original article was written by Kevin Lam from www.TexasSEO.com - Texas SEO is a Dallas-based web marketing and consulting firm specializing in SEO & SEM, PPC, copywriting, web designing and more.

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Numerous managers feel that, by offering each member of staff basic instruction in health and safety, they are adequately equipped to manage a catastrophe. The reality is that, regardless of the industry you’re in, staff must have much more than simply instruction in safety regulations and risk assessment. Equipping your employees, providing a good supervisior and supporting regular drills are all key factors.

Those in a supervisory job has a bigger purpose to play than just general management. Any supervisor you employ has to be a good communicator, they should also see health and safety instruction as essential.

In addition to observing any relevant legislation, a supervisory role includes checking up on employee performance levels as well. This is a tough task. Extensive business knowledge is needed for a supervisory job as well as a high level of understanding of current legislation with regard to safety, risk assessment and CPR.

It just isn’t sufficient to offer your staff health and safety instruction. To effectively spot a problem area they require to put their knowledge to the test. Staff also need to gain insights into the required precautions that they are required to take and also how best to manage if the unexpected happens. Only when these processes become habitual are workers properly trained. Training is in reality not sufficient if you don’t provide safety gear. If employees find they are lacking the gear that is required, or even find that they’re broken only after an emergency has happened, then all the training in the world is not going to help them.

It is necessary to check all your gear frequently to verify that all the necessary apparatus is there as well as checking that all the supplies are in good working order. If you have a issue with your supplies, make sure it is mended or call out a maintenance professional as a matter of urgency.

Please hop over to our splendid resource for HSE info!

Appropriate health and safety training is important for the well-being of your employees, but in addition they require the correct equipment, the opportunity to practise, and a supervisor with infectious enthusiasm. If you take this advice you should find that the safety regulations be established in the culture of your business instead of an inconvenience for employees to remember.

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Many companies now outsource their Employment Verification needs to an outside source. This is the newest and most effective method of Employment Verification. You simply hire a complany that sets up a corporate account for you and does all of verification the work. They bill based on the total of Employment Verification necessary per month. You simply provide them with the applicants and and proper applicant authorization.

A company called VeraTrack, along with its own proprietary system, promises to take the trouble, and the countless phone calls, out of the numerous employment verifications completed daily by human resources personnel. This system is extremely simple to use and it has the potential to be absolutely revolutionary to the companies and human resources staff who will use and ultimately benefit from it. The way this system works is by receiving an application, and authorization from the applicant. After that, the act of Employment Verification becomes extremely easy by accessing this automated system. The prospective employee simply logs in to their account (which can be created on VeraTrack’s website), and enters all the pertinent information. Such information ordinarily includes dates of hire and separation, last position held with the previous company, and salary information.

Any business can go online and use other links that can help to find other companies who perform different kind of background checks for a fee. Additionally, these links will allow you to choose by the specific location of your company. Many businesses such as schools and school bus transportation will find links for many of the thorough background checks that are needed in order to protect our children from harm. As the Human Resource representative has many detailed jobs to perform, it is wise to dedicate their time to more serious matters than employee verifications of work history. This will eliminate the need to store private employee histories in an unsafe file cabinet.

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Talent management is extremely important for business success. These skills can be improved and learned. Having a natural skill for getting along with people may be an advantage, but there are some things you can learn that will make this procedure easy. Developing relationships: Start by memorizing the names of the staff. Engage in conversation; look individuals in the eye when you’re talking. Be respectful, in addition be attentive to everything the other person has to say, irrespective of whether you agree or not. Developing the ability to listen is one of the best things you can do to develop your people management skills. Show an interest in what people can contribute to the business organization. Show integrity: Keeping your promises is key. When you don’t keep your promises, the delicate bond of trust is violated, and if they don’t trust you employees will not give you their best. Each time you make a commitment or make a promise about something, ensure that you can follow through or it would be better not to give your word at all. The truth is, when your people can’t count on you, they can’t be trusted on to be there when you actually need them.

Feedback is important: Feedback should be a two way process. People management skills mean being receptive to all feedback. Being accessible and open establishes that other people’s ideas are important to you, and they should appreciate yours. Welcoming discourse also encourages development of creative trouble-shooting, ways of accomplishing goals, and strengthens the company dynamic. If team members can express their ideas, every member of staff invests in the project’s outcome.

Communication is the key: Communication is the key to managing people with skill. Be accessible, listen attentively to other people’s views, be open minded, and allow each of your staff to express themselves. Encourage team members not only to communicate to you, but also to speak to each other. The sharing of ideas is imperative in the creative process, when the team communicate openly, it becomes easy to spot any issues before they could present as problems, and corrections can be applied before things get out of hand. Acquiring these techniques can require some work, yet the dividends achieved far outbalance the effort involved. By building the bonds of a good team and developing effective listening techniques, you can easily achieve the best in business success.

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So many people want to start a business today and be rich tomorrow. Sorry, people it doesn’t happen that way. If it did, everyone would do it. There is no free lunch…it takes hard work, determination and realistic goal setting.

Think about the businesses you have worked at, look at the businesses in your community. I mean really look. When you go to the dry cleaners, how many other people are there also. Think about what it takes for that dry cleaner to open every day. How many people he needs to come in with their dry cleaning in order to make a profit. OK, dry cleaning doesn’t excite you. How about that specialty shop you want to open! You want to open a retail store that caters to people that buy Hummels, knick knacs, bric-a-brac. Will you only handle certain types? How many will you order of each type? What are the best sellers? How many will you have to sell to make money for yourself, and to also keep that shop open, or will you sell them by mail order only from your home?

Want to do business on the web? The same principles apply. How many visitors to your web site do you need to make a sale? How do you get them to visit? How do you get them to stay? You get the idea. You need goals in order to measure any progress in your business.

Realistic goals come from a well thought out mission statement, which leads to a very good business plan, which leads to a well thought out marketing strategy. You should have short and long term goals. The short term goals will cover the upcoming 6 months to 2 years. Your long term goals will go further out, let’s say over the next five years. Remember, you need to give a business at least two years in order to give it a real chance. Not all businesses make a gigantic profit immediately.

Let’s say you want to start a house cleaning business. Your initial plan is to work it yourself, and add independent contractors as needed. You decide on your mission statement, you make up your business plan. You want to make $500 per week, working six days per week, 10 hour days. Your marketing will include advertising in your local paper, flyers, and mailers. You can clean 3 houses/apartments per day at $25-$50. You also have to decide your price points, what will you charge for a 1 bedroom, 2 bedroom, or a house with 3 bedrooms 2 bathrooms, etc. After all this is done you can better determine how many of each type you will need each week to meet you goal of $500 per week. These are your short term realistic goals. Your long term goals are to eventually hire independent contractors to do the work. Obviously, the more clients you market for, the more independent contractors you need, but also the more income you can generate. You will make up long term goals for the third, fourth, and fifth years of how many independent contractors you want to add and how many clients you want. Your marketing plan will reflect what you need to do to get the numbers you are projecting.

Realistic goals can and must be set, you just need a plan. For example, in Lease Purchasing, as in any other business, goal setting is of paramount importance. You need to follow a plan, a plan for success. Short term goals and long term goals are part of this plan. Like many franchise businesses that have an outline for their franchisees to follow for a successful business, the same should be done in lease purchasing.

To set these realistic goals and to obtain a good foundation, you need a program that provides you with support in the start up and running of your business. Using our own Lease Purchase Coaching Program as an example, we schedule consultations that cover all students need to know to get started. We role play with students and have specific assignments giving them certain things to do, and certain goals to meet. If they follow the program, and do their deals, they will be able to run their own successful business. We work with our students to accomplish the above and to help them set realistic goals.

An example of goals in Lease Purchasing is the number of deals you want to do, and how many calls or contacts you need to make to do that number of deals. How many consultations do you want to do, again, how many contacts you make will determine how many you get. Lease Purchasing like many other businesses is a numbers game. Make so many contacts, and/or calls and get so many deals. However, in order to do this, you have to make some goal making decisions and set realistic goals, not farfetched ones. Making a million dollars by the end of six months is not a realistic goal. Making so many calls per day, per week, per month is, and then from the number of calls/contacts you make, realize you are going to get so many responses, and from those responses make so many deals. A realistic income working full time the first year is $50,000 to $75,000.

Following a proven method is of the utmost importance. You don’t hear of many Burger King or Taco Bell franchises failing. Why, because they follow the corporate plan. The company will tell them there are no short cuts. If they want to succeed, they need to follow the company’s proven formula.

The people who fail in business are usually those who don’t listen; don’t want to follow a proven program; want to take short cuts; and who don’t set realistic goals.

So remember, no matter what your business is, if you want to succeed you need to set goals for yourself … and make them realistic.

Copyright DeFiore Enterprises 2003

Interested in having your own successful, home based creative real estate investing business? Chuck and Sue have been helping folks start successful home based businesses for over 19 years, and we can help you too! To see how, visit www.homebusinesssolutions.com for the latest FREE tips and tricks, educational products and coaching in creative real estate investing and home based businesses. No time to visit the site? Subscribe to our “how to” Home Business Solutions Digest, it’s like having your own personal coach. Visit www.hbsdigest.com to start today.

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The Sales Stigma

Somewhere along the way sales got a bad rap. I’m sure all of us
can relate to having dealt with a salesperson that made us
uncomfortable, pressured us into making a decision, or even
mislead us about the product or service.

We have all survived a contract we didn’t want or have things in
our house that we were lured into buying only to be disappointed
in their performance or usability.

However, some of us may be able to recall a good sales
experience in which a conscientious salesperson made us feel
positive about our purchase. In these instances, customer
service made all the difference. During a good sales experience,
I feel as though the salesperson really listened to me,
understood my needs and provided a solution that would satisfy
those needs. Great customer service skills really drive an
outstanding sales experience and that is an invaluable trait to
pass on to your Call Center customer service representatives.

The Customer Service Challenge

As the needs of the Call Center industry change and our customer
service representatives are required to take on more tasks and
responsibilities, they also find themselves in the position to
sell more products or services Initiating this behavior can be a
challenge for those who feel threatened buy the sales process.
Sometimes, representatives are uncomfortable with positioning
sales to customers who have called in for other issues. They
fall victim to the sales stigma - that the customer will assume
they are offering something that is not needed or that will not
be useful. But it is the manager’s responsibility to help
representatives understand that great customer service includes
an additional sales offer.

Customer Service Sales

Providing great customer service is about listening to the
customer’s problem, investigating the source of their problem,
offering solutions and sometimes even providing solutions the
customer did not realize were available. Let me share an example
of a great customer service sale I encountered a few weeks ago
with my cellular phone provider.

I received my cell phone bill several months ago only to be
shocked by the charges. I have exceeded my plan to the tune of
over $200. Realizing that I was probably going to continue to
overspend I called my cell phone providers customer service line
to discuss a plan change and other options. Once the agent had
listened to my complaint and pulled up my account she was able
to make several recommendations about my cell phone plan. She
noticed that I exceeded my minutes by hours and suggested that I
move to a plan that left me with more minutes than I had used at
my highest usage rate. She also noticed that a bulk of my calls
were placed between 7and 9pm and recommended that for a nominal
charge per month, I could start my free evening minutes at 7pm,
which would further save on overage fees.

The customer service representative sold me additional services
because she listened to my problem and offered a solution based
on my needs and usage patterns. She also was able to offer
information about other products and services that the company
provided because she had built rapport by addressing my basic
needs first. My customer service sales experience with this
provider not only resulted in satisfying my needs, but also
engendered my customer loyalty. The customer service agent was
able to make the sale because she did what great customer
service agents do. She listened and provided a solution.

Customer Service Skills vs. Sales Skills

Effective customer service representatives and sale people may
not realize it, but they share several skills.

Customer Service Skills — Sales Skills

Listening  Listening

Patience  Patience

Attention to detail  Attention to detail

Problem solving  Problem solving

Effective communication  Effective communication

Empathy  Empathy

Handling difficult customers  Overcoming objections

Although their skills are similar, they are used in different
formats and under varying circumstances. Helping customer
service representatives understand what skills they already
possess and how to use them to navigate effective sales is an
essential step in reassuring them that sales doesn’t have to be
uncomfortable, dishonest or aggressive.

Building new attitudes

Call Center managers can help representatives enhance skills and
improve comfort levels to ensure success in customer service
sales. As managers, we can adopt the following techniques when
coaching our representatives.

* Help them see that the customer service skills they already
possess are transferable to the sales process.

* Provide them with “cheat sheets” and lists that link products
and services to common problems.

* Give them opportunities to role play and practice the new
behaviors you want them to develop.

* Monitor them one on one and model effective offers for them.

* Provide consistent feedback on how they are doing.

Wow! Customer Service Sale

Helping your representatives become effective at offering
additional products and services can create Wow! Customer
Service. When representatives really listen to the customer,
they can solve their problems, offer solutions that your
customers may not be aware of and create a rapport that will
facilitate long-term customer loyalty. You will build the
confidence of your customer service agents in their customer
interactions and create a flexible workforce that will be able
to face the challenges of the changing work environment. Now
that is Wow Customer Service!

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Resistance. It isn’t something people cherish or enjoy encountering. We experience resistance everywhere at work:

People don’t like that idea.

People don’t want the work flow to change.

Someone doesn’t agree with the feedback they received and becomes defensive.

Someone doesn’t see the value in a revised policy and they become resistant.

People don’t want to buy what we have to sell.

I’ve had leaders and supervisors tell me that resistance is the number one problem they face. But I don’t agree with that perspective and let me tell you why . . .

Examining Resistance

Why do people dread, avoid or even fear resistance? Because they haven’t stopped to think about it.

Imagine a meeting where everyone agrees. Imagine this meeting - where there is no dissension, no difference of opinion. At first you might consider this to be nirvana. Imagine the bliss: We are in agreement! No heated discussions! No frowns! No stress!

And while the stress would be low and no resistance would be found, there would be something else missing.

Progress.

If no one proposes a new idea, the organization will never move forward. If no one suggests that something isn’t as good or effective or useful as it could be, nothing will ever change. And if no one challenges the new ideas that are raised to help make them even better, the wrong problems may be addressed and the results worse than before you began.

The bottom line is that innovation and progress require resistance. It is just a fact of life. So in reality, it doesn’t make much sense to call resistance a problem. That is like saying that it is a problem that our air is 78% nitrogen and we need to fix it!

The air is the air - we don’t worry about the relatively small amount of oxygen in it. We know that our bodies are designed to convert that oxygen into life. So too, resistance is just resistance. It exists! And because it exists our ideas can be challenged and examined, our processes get improved, we have machines that fly through the air, light coming from a bulb, and thousands of other things. In part, because of resistance.

The Next Steps

If you buy my premise that resistance just exists - that while it can be challenging to deal with, it can be as positive (if not more so) as it feels negative - you have some new approaches that can help you.

1. Expect it. Why would you be surprised to find resistance? It doesn’t matter how brilliant our idea, or beneficial the change you propose, somebody will “push back” or be resistant to the idea from the start. Recognizing this will allow you to plan for some of that resistance and provide ideas to alleviate the concern. In other words, you can plan for it.

2. Don’t take it personally. Again, resistance is a natural occurrence. Don’t take people’s reaction to your idea as being about you. Get over yourself! The resistance exists naturally as people think about the implications of the new ideas or change. Their resistance isn’t a personal attack.

3. Avoid defensiveness. Think about it. You suggest a new idea to a colleague. They reply, talking about all of the problems with this idea and why it won’t work. Your response is defensiveness… you raise your voice to make sure they hear you … you speak a bit more rapidly … And is your defensiveness greeted with reduced resistance? Not in my experience. Defensiveness, while natural too, and sometimes hard to avoid, doesn’t reduce the resistance we experience - typically it adds to the strength of that resistance. Hint: When you realize that the resistance isn’t personal, it is much easier to avoid defensiveness.

4. Embrace it. If something is naturally occurring and in the end beneficial, why wouldn’t we embrace it and recognize that resistance is just a part of the change or idea adoption process. View resistance as the file to help you smooth the rough edges off your idea - providing the benefit of improving your proposal.

5. Acknowledge it. Once you intellectually know that resistance will occur and you know that becoming defensive about it doesn’t really help you, you will search for a new strategy. Here it is: acknowledge the resistance. Let people be heard. Ask them questions about their perspective. Try hard to understand it. You don’t have to agree with them, to acknowledge or value your perspective. By acknowledging their perspective, they are much more likely to be open to hear your ideas, and much more likely to turn the conversation into something productive.

Resistance can be your friend. As you change your perspective you will become more comfortable with it, and more adept at understanding that resistance can help your teams and your organization grow.

Kevin Eikenberry is Chief Potential Officer of The Kevin Eikenberry Group (http://KevinEikenberry.com), a learning consulting company that helps Clients reach their potential through a variety of training, consulting and speaking services. To receive your free special report on “Unleashing Your Potential” go to http://www.kevineikenberry.com/uypw/index.asp or call us at (317) 387-1424 or 888.LEARNER.

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Human beings and the way they interact are extraordinarily Complex.
Deming tried to define that complexity.

We have since learned the impossibility of defining natural events in a digital way.

When we ignore the complexity and allow people to get on with what they want to do by removing the barriers to their performance, their performance becomes extraordinary.

I have been trying to discover why there is so much resistance to what is essentially some very basic philosophy.

Demings early work on statistics and quality was built around an ability to analyse complex systems and the use of that analysis to predict complex outcomes.

Deming was a statistician and his work very soon leaves the basic philosophy and becomes bogged in the complex use of numbers to define complex systems.

The very complexity of his approach deters many students but there is a more fundamental problem with complex systems that was identified by the later work on chaos.

There seems to be two approaches to the world.

There is the modern Digital approach where every action and interaction is controlled at the microscopic level by single bites of information.

Below this level it is not possible to go because a single bite of information is not divisible.

But we know from chaos theory that below the level of that single bite of information there is a whole world of complexity that has huge and unpredictable outcomes.

The flaws occur when we begin to realise the limitations of the start point digital data.

When the weather centre at Bracknell decided to tighten up its long range forecasting ability with the purchase of their first computers the reaction of the computers was completely unexpected.

The computers told the forecasters that they should stop issuing long range forecasts because the probability of a correct forecast was no better than chance.

Natural events are far more complex than a digital approach can ever define.

We can take a digital picture that looks great but when we blow it up we start to discover its limitations.

By trying to try to define complex systems in this way we are building in errors that become evident in the variation we encounter and are magnified massively whenever one complex system encounters another.

The second approach is the analogue approach.

In nature the interaction of complex systems occurs all of the time without any trouble at all because when a wave hits a beach what happens, just happens.

If we try to define what happens to the wave or the beach in a digital way we will probably end up concluding that nature is at fault.

The digital approach to managing process’s and operations will always have the same built in errors when it contains these complex natural components.

The component that causes most trouble is the human operator whose actions and interactions may be the most complex on the planet.

When treated in this digital way the complexities cannot be resolved.

The human being has to be treated in natural way that instead of trying to define the complexity of the condition simply creates the environment that allows the conditions to interact and come to a natural conclusion.

In this way we avoid the impossibility of trying to define a complex system and instead concentrate on the result when the two systems combine.

Try to define sex.

What is it, what starts the thought processes that lead to it, what are the physical changes that must preceed it, how do we feel during and do we have to smoke afterwards, what about the partner, what appealing characteristics, body type, skin tone hair colour etc.

There are an enormous number of questions before we can define the act in a digital/analytical way and an even bigger number of answers to those questions.

The complexity of the analysis puts us off the act.

If we appreciate the possibility of the act then we just have to create the right environment for the act to take place and ignore the complexities because it is what people want to do.

In the same way, if we assume that people want to be able to do a good job we simply have to create the environment that allows them to do a good job.

As Deming said, “Remove the barriers that stop people from being as good as they can be”.

You will be amazed at what happens.

Peter A Hunter
Author of “Breaking the Mould”

http://www.breakingthemould.co.uk

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