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Home » Opinion » Page 5

Opinion

The theory of constraints | Kan & Company

August 9, 2017

2 minutes to read

Sometimes, an idea or tool comes along that is so powerful, that you find yourself going back to it over and over.

The theory of constraints is one such idea.  According to this theory, every system has a constraint or bottleneck, if you like, which when cleared will result in the entire system advancing in throughput.

One of the corollaries to the idea is that wherever there is a constraint, it will most likely be working at 100% capacity.

For example, say there is a software development business.  Sales have plateaued and the sales pipeline looks lean.

On the other hand, the developers are working at full capacity and team leaders are also expected to carry out pre-sales activity such as carry out quotations, engage with prospects for pre-sales meetings, and write proposals.

Sales revenue swings from feast to famine as the pipeline work is fulfilled and the developers scramble to service prospects and write proposals, then once some sales success is achieved they go back to development activity, neglecting pre-sales work again.

Management, who are the developers, is disappointed with Sales because the gaps in the sales pipeline keep appearing.  Sales is frustrated with Management because they are unable to respond quickly when they are needed to provide technical input for pre-sales, quotations and proposals.

Can you spot the constraint or bottleneck?

Bottlenecks can come in all sorts of shapes and forms.  It can be any operational area of the business.

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Filed Under: Opinion, Strategy Tagged With: Business analysis, Strategy

The lost art of good chairing: 16 ways to do it better | Kan & Company

August 9, 2017

2 minutes to read

Whether its a board meeting, a team meeting or a bible study group, a good chair is going to make a lot of difference as to whether the group will be effective.

But chairing is becoming a lost art.  Too often a chair is there because they are the alpha personality.

Too often such meetings are really an opportunity for the chair to do all the talking, identifying the issues, generating the solutions and then dealing out the tasks.

I’ve even seen Chairs disrespect team members behind their backs because they were so quiet, not realising that their own strong personalities were quashing participation.

Safety, discussion, participation and collaboration is not intentionally nurtured.

In so doing, everyone misses out on the richness that a diversity of personalities, giftings, experiences and operational expertise can bring.

I believe the purpose of a Chair is to get the best out of the team around the table; that doesn’t matter whether the team members are company directors, employees or volunteers.

People won’t speak up if they don’t feel safe.  A significant role of the Chair is to therefore create a safe environment.

A Chair can make a safe environment by:

  • Decide whether he or she has the right personality to be a Chair.  If not, be brave enough to delegate it to someone else in the meeting.
  • Not allowing multiple conversations to continue at once.
  • Not allowing one person to “hog” the floor.
  • Setting ground rules at the beginning.
  • Stopping the meeting whenever someone shows disrespect
  • Watching for the quiet members and asking them for their opinions
  • Respecting their response even if it is to say they need more time to think
  • Setting ground rules can mean letting people know that
    • The meetings are not for people to show off how clever they are
    • That though members might have more than one idea, they present one idea and then pass the conversation on to someone else; they can present their second idea after it becomes clear no one else has something to add
    • Showing respect for other ideas by acknowledging the truth of a point before pointing out its weaknesses
    • Keeping their comments positive, clear and short
  • Complimenting someone whenever they are showing the right behaviour:  showing respect, acknowledging someone else’s idea, presenting ideas clearly and succinctly
  • Ensure that the right people are at the meeting
  • Trusting the process
  • Ensure there is an agenda and that everyone has had time to consider the issues listed
  • Minimizing the chance for distraction, no phones, no internet surfing on tablets
  • Encouraging people and yourself to trust that the process will bring out the best answers

An organisation done right can be more than the sum of its individuals.

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Filed Under: Opinion Tagged With: Leadership, Teams

The customer is always… | Kan & Company

August 9, 2017

4 minutes to read

“The customer is dumb, they don’t know what they want.  We know better than them.”

“I don’t like that customer.  They always want quick service but they never give me much business.”

Here’s another one.

Sales person to fleet manager:  “All drivers are dumb.”

Fleet manager:  “My husband is a driver.”

Sales person:  “Ummm…”

Sound familiar?

Sounds ridiculous but these comments and dialogue really did happen.

According to research, “among the non-material personal needs of respect, autonomy and social support, respect is the strongest predictor of positive feelings.”

Positive feelings is an important prerequisite to building a thriving business.

We all want to be treated as we would treat ourselves.  It’s the golden rule in action.  A piece of wisdom that has stood the test of thousands of years of human history.

Yet its so easily overlooked.

Respect can be shown in so many different ways:

  • Turning up on time
  • Keeping promises
  • Being polite
  • Accepting what customers say and acting on it
  • Showing that disappointed customers are heard
  • Not wasting customers’ time
  • Maintaining communication

There are all sorts of reasons as to why we end up in a place where we disrespect a customer.

They may have not shown respect to us.  Somehow we get a sense of pleasure out of showing how superior we are compared to others.  Sometimes, making them seem less than us makes us feel more secure and in control.

Whatever the reason, showing disrespect is ultimately self destructive.

If you see it in your business, cut it out.

The customer may not always be right, but the customer always deserves respect.

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Filed Under: Customer service, Opinion Tagged With: Customer service, Customers

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