Change Leadership Part 1

Too often, organizations can rush into change without really considering the need for change and in their eagerness to pursue a change initiative, they chase the wrong end state and ultimately waste valuable resources – often the goal of the project in the first place.

A great challenge in leading change is first recognizing that there is a need to change. We need to determine where we are now and where we want to be.  

The questions below will guide you in your analysis of your organization’s need to change:

Internal

• How can we change the way we do things?
• How can we save money?
• How can make more money?  

External

• What market conditions prevail?
• How can we enter new markets or maintain our existing position?
• Who are our main competitors?

Until next time...






Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/

Effective Complaint Handling Part 3

• Internal & External Customers
• Complaints may arise from either internal or external customers
• How internal customer complaints are handled has an impact on how external complaints are handled
• The complaint-handling system for internal and external complaints may be different, but the end result should be the same:  nsatisfied customers
• Facts Versus Feelings
• A fact can be proven
• A feeling can make a huge difference as to how the fact can be interpreted
• An opinion is an interpretation of a situation
• An estimate carries less weight than a fact
• Typical Complaint Handling Process has three main aspects:
• Inputs - in this case, complaints
• Transformation process - the complaint handling procedures and methodology
• Outputs - learning from the complaint, improvement, retention of customers, profitability, protection etc

Main Components Are:

• Contact Point
• Information Capture
• Investigation Methodology
• Documentation
• Communication
• Resolution
• Implementation of learning / improvements
• Building the Process includes:
• Acknowledging
• Recording
• Investigating
• Solving
• Reporting
• Fit with culture of the organization
• Level of support within the organization
• Capability of personnel to implement the process
• Flexibility
• Speed
• Accuracy
• Trust
• Accessibility

Until next time...






Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/