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- 2007-11-13 22:16:19 - Get over yourself
- Let me tell you a secret.Things don't always go the way we want them to.Let me tell you another secret.We don't always hear what we want to hear.Duh.These two statements are hardly secrets; we all know they are true. If they aren't secrets, then why do we act surprised when it happens? And worse, why does the surprise often turn to pouting?Adult Pouting...
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- 2007-11-13 22:16:19 - Five ways to turn resistance into opportunity
- 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 ...
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- 2007-11-13 22:16:19 - Five reasons why leaders fail to create successful change
- A bold title, don't you think? I mean, change is a complex thing, so to define five reasons seems to oversimplify the issue.Let me be clear. There are far more pitfalls than these and far more possible reasons change doesn't have the desired effect. The key in this title isn't "Five Reasons," it is "Leaders Fail." Yes, there are many variables that can influence the succ...
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- 2007-11-13 22:16:19 - Organizational capital in politics, war, sports and business
- Intangible Corporate Assets such as Organizational Capital, Blue Sky and Brand Name Capital, actually they all have a common thread in my opinion. Here are some thoughts on these issues. And first I would like to comment on a couple of UCLA, Anderson School of Business items which are of interest. And I must say these research pieces are somewhat cutting edge, in business management theory....
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- 2007-11-13 22:16:19 - Partnering for performance
- "The difference between a boss and a leader: a boss says, 'Go!' ? a leader says, 'Let's go!'" -E. M. Kelly* Are you a boss or a leader?* Do your employees see you as part of the team or as looking over it?* How would your team members define your management style?I ask these questions as a challenge, and offer the opportunity to take a look at your manager/tea...
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- 2007-11-13 22:16:19 - What are your best practices?
- Best Practices StudiesThese studies can be defined as inquiries into the skills and methods of your high performers to recognize their achievements, document their methods and skills and then share this information with team members to improve overall performance. The responses generated from your study may hold the solutions to a variety of team challenges in the Call Center. As a team lea...
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- 2007-11-13 22:16:19 - The power of ?ask?
- For Call Center managers, it is not a pipe dream to improve employee moral while increasing productivity. It may even come easy to some to find fresh, new ways to reduce performance problems. Sound like an advertisement for something unattainable? Perhaps try to engage, involve, and connect employees to their work by the power of ASK.Of course Call Center managers encounter unique problems ...
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- 2007-11-13 22:16:19 - Effective meetings begin with a real agenda
- Everyone knows that an agenda is the key to an effective meeting. But an agenda that consists of a list of nouns, such as budget, software, and picnic, is useless. Here's how to prepare a real agenda that puts you in control of the meeting.1) Goal. Every real agenda begins with a goal that describes the result wanted at the end of the meeting, such as: find a way to reduce travel costs by 1...
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- 2007-11-13 22:16:19 - Training and roi (return on investment)
- Statistics consistently reinforce that the biggest challenge in today's contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise--$6500 per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure?Research has been making a cas...
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- 2007-11-13 22:16:19 - To thine own self be true--its better for business: what arthur andersen would say to his company
- As a child, you probably heard, "to thine own self be true." But what does that really mean? When the newspapers are full of cheating and lying business owners, politicians, and academics, does it really make sense to maintain your integrity?To me, the answer is a clear, unwaffling YES! Without your integrity, you really don't have a business or a career--just a waiting game until you world...
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- 2007-11-13 22:16:19 - Understand what flows through your business to find improvement
- I remember once seeing a cartoon which showed two people working a counter. On the wall behind them was a sign which read, "Quality Work, Low Price, Fast Service ? Pick Two." In order to deliver all three, which is what customers expect, it's important to understand the flows of your organization.The first flow is, of course, cash flow. This comes in two varieties, money coming in...
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- 2007-11-13 22:16:19 - Five ways to increase profitability by doing the right thing
- 1. Base your business in the Magic Triangle. Honesty, integrity, and quality are the three sides of the Magic Triangle of business success. Create the kind of company that stands for something more than the bottom line, and your bottom line will increase.2. Stop worrying about market share. The world has more than enough customers for you. When you embrace abundance--the idea that the unive...
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- 2007-11-13 22:16:19 - Factoring financing: how to grow your business without debt or loans
- What is factoring?Accounts receivable financing, also known as factoring, is a powerful financial tool that has fueled the growth and success of a number of companies. Factoring enables companies to capitalize on their unpaid receivables by selling them to a factoring company for immediate payment. With factoring, companies immediately get paid for their invoiced work from the factor...
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- 2007-11-13 22:16:19 - How to hire superstars
- Can a person's behavior and values really determine if they will be a future SuperStar for your company? If you knew the formula for hiring SuperStars and could cut your recruiting costs in half, would you start today? This article outlines three simple but critical steps for adding structure to your hiring process and raising your level of success.Strengthening the interview process: Prepa...
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- 2007-11-13 22:16:19 - How to manage a difficult employee
- Having to manage a difficult employee is never fun and can be the most challenging part of your responsibilities as a business owner/executive. While never easy, this article will address a step-by-step way to consistently and confidently handle the most challenging employee situations. In addition, how you handle a difficult employee will send a strong and powerful message to those who still work...
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- 2007-11-13 22:16:19 - The four key steps in hiring and keeping top people
- "When you hire the best, the rest is easy!" We have heard this phrase many times, but how do we put this concept into action? We know that hiring the best people is vital to the success of your business, especially for fast growing businesses. And certainly, your customers have high service expectations. So?how do you hire and keep top people? Let's start from the beginning.The jo...
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- 2007-11-13 22:16:19 - Real costs in distribution and what it means to your company
- Ever feel that all the lawyers in thh Country need to give their lives up for our freedom, by exiting the planet forthwith? Yes, me too. In an article in CCJ-Commercial Carrier Journal entitled "Ticking Away" The Insurance Time Bomb. It discussed how the trucking industry is limiting their insurance expenses by skipping some of the more prevalent coverage. For this reason the trucking companies ha...
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- 2007-11-13 22:16:19 - Creativity and innovation management in conservative, staid organisations
- Conservative and staid organisations generally have a harder time implementing creativity and innovation into their day-to-day work processes and people. Leaders may want to capture the benefits of creativity and innovation, yet there may be relevant and almost contradictory issues that they have to deal with, including:a) It may be that a conservative culture is desirable (may result in a ...
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- 2007-11-13 22:16:19 - Invoice factoring for goverment vendors
- Assignment of Claims Act of 1986"....What does this mean for you?What does this mean to you? Simply, the U.S Government encourages their vendors to seek accounts receivable factoring of their invoices in order to help them grow, improve cashflow, increase performance, and level the playing field.Access Unlimited Capital Through the Creditworthiness of the U.S. Government Any governme...
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- 2007-11-13 22:16:19 - Protect your organizations proprietary information
- The other day one of our overseas clients called in a state of near panic, to ask a question. At issue was whether they had unwittingly violated U.S. law by transferring technical information to a joint venture partner in a European country. After hearing a two minute description, I was able to answer a resounding "Yes"! Such are the dangers of operating in a global environment. The worst part is ...
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- 2007-11-13 22:16:19 - Leading bad actors to be good performers
- A successful leader told me, "The biggest challenge I've had in my career is dealing with bad actors. Brent, do you have tips on how to do it?"First, before we can deal with "bad actors", we must define the term bad actors. You already have a general idea of what the term means. You know I'm not talking about stage and screen actors but those actors you must deal with in meeting your challe...
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- 2007-11-13 22:16:19 - Hiring tip -- picking the best candidates
- I often hear leaders from all types of organizations ask questions about hiring the right person. Their questions usually sound like these:? What if their resume looks great but they have a bad attitude?? What if they put on a good act and then don't work hard?? How can I tell how they will perform after I hire them?A great way to answer these questions starts with a we...
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- 2007-11-13 22:16:19 - Iso 9001, what next?
- The overriding goal of ISO-14000. (History 1995)As ISO-9000 becomes a way of life for the global business community, ISO-14000 is almost ready to debut with its own set of standards for voluntary environmental compliance.Much has been heard recently about the antiregulation sentiment sweeping across the country. Lawmakers in Washington have responded with talk of "regulatory reform" ...
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- 2007-11-13 22:16:19 - Iso 9001 okay now you have it how do you market it?
- Marketing ISO 9001 2000.Lately we've been seeing a lot of press releases from wineries and suppliers touting their ISO certifications. "We've obtained ISO 9001: 2000," they trumpet. Great! But what exactly does that mean?In simple terms, ISO certification verifies a company's compliance to a set of globally accepted s tandards for quality management and operational systems. The name ...
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- 2007-11-13 22:16:19 - Iso 9001 and total quality management
- Total Quality ManagementTotal Quality Management, or TQM, has become one of the most frequently discussed topics in current business literature. Because of the competitive pressures created by Japanese companies, quality became a competitive weapon in the 1980s in most industries. Its role in economic life seems to be attaining a new level in the 1990s; in some industries, such as the autom...
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- 2007-11-13 22:16:19 - Iso 9001 what records does my business need to keep?
- Which documents must I keep for ISO 9001?In addition to the legislative requirement for your business to keep certain records ISO 9001 2000 requires your business to retain other records to demonstrate compliance with its various clauses.From an ISO 9001 2000 viewpoint records are documents generated whilst operating your Quality Management System. Typical examples are records of man...
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- 2007-11-13 22:16:19 - Is iso 9001 2000 right for my business?
- Firstly you should decide your own reasoning behind considering ISO 9001 2000 registration for your business.Is the number of registrations in your market sector increasing?Are your competitors seeking registration?Are your customers asking about registration?Are registrations increasing in your industry?Are your customers asking you to become registered?H...
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- 2007-11-13 22:16:19 - Iso 9001 2000, getting started on the route to registration
- ISO 9001 2000, Getting startedBefore starting the ISO 9001 2000 route to registration you will need to have the top management on board. This can be achieved by highlighting to top management the cost benefits to the business of ISO 9001 2000 registration.If you feel unable to sell the benefits of ISO 9001 registration to your business or that you are unqualified to do this then it w...
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- 2007-11-13 22:16:19 - Iso 9001 the process approach to quality assurance
- What is the Process Approach to Quality?The ISO 9001 2000 standard is designed to manage and improve organizations processes. There is a great deal of misunderstanding and misinterpretation of the meaning of the process approach to Quality.If you have at all been involved with quality assurance I am sure that you will at least heard of the "process approach" to Quality Assurance even...
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- 2007-11-13 22:16:19 - Preparing for iso 9001 2000 registration
- The steps need to be taken to prepare an organization for ISO 9001 2000 registration:Whilst the following text is not exhaustive in its content it should give you a reasonable idea of what's involved in setting up an ISO 9001 2000 registration within an organization.First and most importantly you should either purchase a copy of the ISO 9001 2000 standard or read a copy at your local...
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