Improving Existing Processes

Once you clearly understand a process, you can focus on ways to make improvements. Review each step of the process with the following key points in mind to make your problems SCARCE.

Simplify: Identify steps that can be made easier, done faster or completed with fewer resources. Look for changes in technology, software, and best practices in the industry. Consider when the number of movements or moving parts can be decreased. Consider the distances to transport people, machines, or raw materials that can be reduced.

Combine: Look for opportunities to combine two or more different operations. Reduce the number of people who interact with the process. Have the same person, function, or department do more so that more value is added to the system at that point. Identify redundancies that create additional steps or rework.

Add Value: Create added value at new points in the process. Determine what could be done at each step to either add new value or add value that was being created somewhere else in the process. This actually means adding elements to the process, so be certain that the added value is worth the investment. Value is determined by the ultimate customers, so be sure to keep their perspectives in mind. Be careful not to create unnecessary redundancies across departments that could lead to conflicts later.

Re-Arrange: This could involve moving people, equipment, work spaces, raw materials, etc. Look at options to change the sequence of operations or activities. Could something be done earlier or later? By a different person or at a different location? Small changes can make a big difference.

Clarify: Sometimes we discover that a process is correct, but it is not being followed consistently. Be careful of change just for the sake of change. You might discover that people are unaware of processes, need additional training, or have to be convinced why it is important to do the process in the prescribed way. This is where good communication and human relation skills are critical.

Eliminate: This is usually the most effective and easiest approach. Careful examination of long-held processes usually brings to light steps that are no longer necessary. Often there is little or no investment in time or resources required to eliminate these types of steps. Just be careful not to eliminate elements that are essential to downstream operations. Before eliminating something, ask stakeholders in the organization why a step is being done.

Upset Customers

Tips for Dealing With an Upset Customer
From time to time, you will have to deal with a customer or client who is very upset. No matter who is to blame, it is always important to keep a few principles in mind to improve rather than deteriorate the situation with the customer. Here are some tips for dealing with an upset customer:

1. Stay calm. Try to remain diplomatic and polite. Getting angry will only make the customer angrier.

2. Try to see things from the customer's point of view. Perhaps you would also feel upset if you were in the same situation.

3. Thank the person for raising the concern and do it sincerely. Emphasize the importance of satisfied customers to you and your organization.

4. Listen for understanding. Sometimes the irate caller just wants someone to listen to their story, even if you are unable to help them.

5. Ask questions to get their facts and feelings. Listen to learn rather than to prepare your response. Don't respond too quickly.

6. Find points of agreement with their concerns. Establish common ground to show the person you are listening.

7. Always show a willingness to resolve the problem or conflict. Make the resolution seem as easy as possible.

8. Be genuine and show your personality. Respond as an understanding friend rather than by citing policies.

9. Be firm but understanding with your answers.

10. As a last resort, offer to have your supervisor talk to the caller. Your supervisor may say the same things, but sometimes hearing it from someone else has a positive effect on the customer.

Tips for Effective Online Meetngs

5 Tips for Running an Effective Online Meeting

1.    Agenda: Prepare an agenda on a powerpoint slide. Create the slide in advance and load it into the meeting for a visual reference throughout the meeting. Use the annotation tools to highlight and check off items as they are addressed to keep track of time.

2.    Invitations: Use the virtual meeting technology to send invitations. This invitation can then be placed on each attendee's calendar for quick reference to join the meeting on time. The invitation clearly provides the link and the audio information necessary to attend the meeting.

3.    Speakers: Plan who is going to speak when and manage the hand off from speaker to speaker verbally, much like a radio broadcast. Assign someone to keep track of time and to announce time frame intervals via the chat tool, timer tool, or verbally, depending on what is available.

4.    Communication: Use the audio AND the chat to encourage dialogue. Ensure each attendee has connected to the audio and can, not only hear the meeting, but also be heard. Encourage communication in multiple ways to allow attendees to provide input in a way that is most comfortable for them.

5.    Technology: Use the features of the virtual meeting room to enhance the meeting experience. For example:

a.      If files are being worked on, use share to the application and view the document together, in real time.

b.      If web sites are being referenced, use the web share feature to view the web site in real time.

c.      If brainstorming is on the agenda, use the chat to effectively manage the brainstorm in a quick and organized manner.

d.      If process flow is being developed, use a whiteboard and the drawing tools to demonstrate the ideas together and save it for reference at the conclusion of the meeting.