The challenges
- Globalization Technology Information Services Customer Focus Organizational Structure Organizational Culture Social Responsibility and Ethics People
WORLD CHANGES
- Changes in the globalized world: technology, competitiveness, survival, proactive management. Changes in Peru: privatizations, reduction of companies, layoffs, contracts, resizing of benefits, job stability In companies: smart organizations, the first imperative human factor strategic and competitive advantage, new management (managerial leadership), culture, customer satisfaction, efficiency, positioning, growth, development, added values at all levels. In people: new skills, adaptation to change, multi-skills, employable more than employee.
The new conditions in the business world
- Steady increase in the speed of change. Information technology accelerates strategic decision making. Global competitiveness will be tougher. Small margins of error in quality. Stalking competition in search of finding and taking advantage of our mistakes. Increasingly demanding customers and discriminators, Reduction of profit margins. Need to have a global vision of the market. Project sales and predict the impact of the company. Sensitivity to the needs, expectations and wishes of the client
21st century characteristics
- FAST FLEXIBLE CUSTOMER FOCUSED HUMANIST HIGHLY COMPETITIVE
Potential responses to environment changes
- Denial Opposition Adaptation Reorientation
Why do people resist change?
- Change daily routine Change of culture, new habits It means to make an extra effort Fear of the unknown Assuming new roles and challenges Loss of power, status New learning Job instability Loss of friends and well-known people Personal security Changing old brake paradigms
THE THREE "C" GENERATE A NEW WORLD IN BUSINESS
CLIENTS - COMPETITION - CHANGE
CORPORATE QUALITIES CORPORATE QUALITIES FOR THE 21ST CENTURY FOR THE XXI CENTURY
1-MISSION AND VISION SHARED BY ALL
2-STRATEGY IN CUSTOMER SERVICE
3-TEAM WORK
4-HIGH MOTIVATION OF PERSONNEL
5-SYNERGIC RESULTS WITH LIMITED RESOURCES.
6-SPEED, SPEED, TEAM LEADERSHIP
7-DECISIONS BASED ON VALUE FOR THE CUSTOMER.
8-FLEXIBILITY, SPEED, AGILITY, ADAPTABILITY.
9-EXCEPTIONAL LEVELS OF INNOVATION AND CHANGE
10-TRAINING, TRAINING AND DEVELOPMENT OF PERSONNEL.
11-ASSESSMENT, INFORMATION, PARTICIPATION OF STAFF (VIP).
12 - EXTREMELY HIGH QUALITY PRODUCTS AND SERVICES.
13-IMPACTING LEVELS IN CUSTOMER SERVICE-COMPLETE SATISFACTION OF NEEDS AND EXPECTIVES.
WHAT DO YOU NEED TO ACHIEVE IN YOUR CLIENT?
- Loyalty to your customer forever. That your visit is also from friends and not just business. Ancestry and credibility to receive your advice on the use of the most suitable products. Get personally involved with them
Four basic needs
- Need to be understood, need to be received, need to feel important, need comfort
What does a customer really expect from you?
- A friend to trust, sincere advice, to take better advantage of the products in your image and / or health. Trust and safety. Timely delivery of the P / S according to your needs and expected date. Receive the promotion and / or advertised offer. Quality products and services. only "sell" for the company to win, to the detriment of the customer's economy
A CLIENT IS
- The most important person when contacting our company is in person, by phone or by E-mail, who ultimately pays my salary. Actually, I work for my client.It's someone I shouldn't argue with: The only way to get the best out of an argument is to avoid it, especially when dealing with a client, who really is my client, someone I will learn to be patient with, even when He may not always be patient with me. Someone who can make my day good or bad, depending on how I react to his comments. I can easily direct my life by controlling the way I respond to situations. Someone who, like me, has predilections and prejudices; maybe he doesn't like my clothes or my hair; However, he is a special human being….and he is my client. Someone who sometimes tests me.I take the opportunity offered by such action and I am glad, when I can turn his frown of disgust into a smile, someone whom I take great care not to offend. Even when he is wrong, I point out his mistake indirectly and courteously. Someone for whom I will make that "extra effort." You may not realize it, but I do understand that the difference between mediocrity and excellence is only 10%
Disgusted customers don't come back
- 1% Dies. 3% Changes residence (Moves) 5% Acquires other interests. 9% For reasons of competition. 14% Due to dissatisfaction P / S 68% Why "Someone" was inattentive, indifferent or rude to them
Dissatisfied customers who will buy from you again
- Absence of complaints 37% (63% will not return) Unresolved complaint 46% (54% will not return) Complaint resolved 70% (30% will not return) Complaint resolved immediately 95% (5% will not return)
"Word of mouth information is spread more quickly"
A study determined that, on average, each dissatisfied client communicated it to 11 other people, who in turn told 5 others, which amounts to 67 (1 + 11 + 55) people who spread bad word of mouth information about your dissatisfaction with your company. Such a volume of negative publicity is detrimental to most organizations.
THE MANAGEMENT STRATEGIES OF THE 21ST CENTURY:
1-ORIENTED TOWARDS TOMORROW, constantly tuned to the long-term future.
2-ORIENTED TOWARDS PEOPLE, Dedicated to the full development of human development.
3. PRODUCT-ORIENTED, more committed to the consumer market and added value in the P / S
4. FOCUSED ON TECHNOLOGY, dedicated to employing and developing the most advanced tools available.
5. FOCUSED ON QUALITY, interested in excellence, service and quality.
6. ORIENTED TO BASIC MANAGEMENT CONCERNS, such as manufacturing and selling or providing services.
7. ORIENTED TO INNOVATION AND OPEN TO NEW IDEAS, encouraging those who question the old corporate premises and who propose the most daring changes.
MACROTENDENCIES (Latin American Case)
1. Reaffirmation of democratic governments.
2. Emphasis on the free market system.
3. Status: No more entrepreneur.
4. Aggressive competition in all economic sectors.
5. Use of sophisticated Technology and high production.
6. Highly qualified staff.
7. Management leadership development.
8. Lighter organizations.
9. Compensation to staff based on performance.
10. Information system available to everyone.
11. Strategic alliances between companies.
12. New forms of financing.
Source: X National Congress of Management IPAE
WHAT IS A WORLD CLASS COMPANY?
- 100% customer satisfaction. 100% of activities that add value. Zero waste. Zero defects. 100% motivation of its staff. Solid Human Resources policy. They base their competitive advantages on the strength and development of their main asset: The Human Capital They invest in the education, training and training of their collaborators
