Tag: Approach

  • Customer Service Tips – How to Handle Irate Customers

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    Are you ready to learn how to keep every guest happy? It starts with making sure that your managers are thoroughly trained in every position within your restaurant. They need to know all the jobs, so they can step in if someone calls off sick, or if sales are higher than expected.

    The manager needs to be highly trained in excellent customer service. This type of service is called “wow” service because your customers will say “Wow!” about their experience at your restaurant.

    One way to easily accomplish that “wow” experience is simply by telling your managers that every time they are in direct contact with any guest, that they are smiling, being friendly and attentive to the guests. If a famous person was coming to your restaurant, how would you treat that person? Every guest should be receive that same VIP treatment.

    In case of a dissatisfied, angry, or irate customers, we recommend applying the GLAD technique. This will dramatically decrease customer related matters, and lead to customer recovery.

    What is the GLAD Technique?

    1. Go to the guest
    2. Listen carefully to the guest
    3. Apologize to the guest
    4. Do what it takes to solve the problem

    When approaching the upset customer, always shows genuine concern. It is important to listen to the guest without cutting them off. Make sure that you take the time to fully understand their concerns. Remain calm. Responding to anger in a calm manner may help reduce the person’s anxiety. Don’t be fake, be real.

    Always apologize to the guest, even if the customer is wrong. Even when you are certain the person is wrong, go with the mindset that the person is right. Never offer excuses as to why the problem occurred, but offer solutions instead.

    Solutions will vary depending on the complaint and the circumstances. Offer a solution and ask if this will meet the customer’s needs. Go above and beyond. Remember, one angry customer leads to other lost customers. Keep in mind that for each customer you lose, you will lose 11 customers within the next few weeks. That number will compound because those 11 people will also repeat what they heard from the first customer. Ultimately you could be losing hundreds of customers because of one dissatisfied customer. If the matter is serious, you could even lose your restaurant’s reputation, and the restaurant could end up being shut down.

    Every customer that leaves your restaurant tells family, friends and co-workers about the experience at your restaurant. If the experience was mediocre they won’t say anything, but if it was very good experience at your restaurant they will tell others. If it was a negative experience and they walked out dissatisfied, then the reputation of your restaurant will be impacted. Negative feedback from your customers could mean the end of your business. Don’t underestimate the power of the word-of-mouth effect. Word-of-mouth will work with you or against you depending on the guest’s experience.

    Do you really want to lose business because of customer complaints? Teaching effective customer service techniques to your managers and staff should be at the top of your to-do list.

    Teach your managers to be proactive in preventing customer related matters. Manager presence in the dining room is a wonderful path to reduce customer complaints. The manager should spend at least 80% of his/her time in the dining room, and only 10% in the manager’s office.

    The manager also needs to physically approach each customer’s table to ensure that WOW guest service is in effect. The manager also needs to learn how to detect negative body language and how to express positive body language.

    How do customers show their dissatisfaction with their body language?

    • When you are in direct eye-to-eye contact, you can witness the anger in the customer’s eyes.
    • Seeing untouched food, especially when everybody at the table ate their food, except the one customer who barely touched his or her food.
    • The manager asks the customer, “So how was your meal and service tonight?” The customer replies, “It’s okay”. If the customer was fully satisfied with both the service and the meal they may say it was “terrific” or “great,” not just “okay.”
    • When you look at a guest and you get an uncomfortable “gut” feeling, act on that feeling.
    • You see a customer looking around as though they want someone to help them. You may even see them glaring at a server speaking with other customers.

    What is your body language saying?

    • Always use direct eye contact when talking to your guests. Never look away while you are talking to your guest. Looking away gives the impression that you are not interested in what the other person has to say.
    • Never cross your arms when talking to guests, this could be interpreted as shutting them out or anger.
    • Never roll your eyes, as this is very disrespectful and it appears that you are belittling their concerns.
    • Constantly listen to the guest even if they are angry. It may help to allow the person to vent their anger. Always acknowledge their feelings.
    • Ask the customer what would improve the visit to your restaurant.

    What do you do with Moody Customers?

    This is your opportunity to turn around the customer’s mood from a bad to good. Make certain that you are on top of things and pay attention to details. If you have any concerns about their experience, you may even offer the table a free appetizer or dessert. It may seem like you are losing money by “giving away” food or “discounting” their meals; however, you will lose more money from each lost customer than you will for that one food item or meal. If you successfully turn things around, then you may create repeat business. Kindness and consideration of their needs will often overcome their anger.

    A wise person said, “How you handle positive feedback is important, but it is more important to know how to handle negative feedback.” Make sure you tell the customers that you appreciate the fact that they took the time to tell you about their experience. Don’t make excuses, instead find solutions. Don’t disagree with the customer, even if you know the guest is wrong.

    If you don’t learn from your mistakes, you are doomed to repeat them again and again.

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    Source by Donna Schim

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  • 3 Attitudes You Need To Make Marital Conflict Resolution Work

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    One of the biggest contributors to divorce is fatigue and emotional exhaustion. Couples allow things to get so bad that by the time meaningful intervention is sought one or both are unwilling to do what is necessary. You might finally have a solution that works but no longer have the strength or will to act.

    It is very sad when you see a couple get to the point where they lose the will to keep trying. Your attitude will add energy to your relationship or add fuel to the many unresolved conflict causing issues. Trying to do the right thing with the wrong attitude will not bring back the love and passion in your marriage. The 3 attitudes that will help repair, protect and save your marriage are:

    An Attitude of Forgiveness

    As issues are identified they will be directly or indirectly attached to you or your spouse in most instances. If you start seeing yourself or your spouse as ‘The Problem’ this opens doors for resentment. In order to move forward you must have a heart of forgiveness.

    You must be mature enough mentally and emotionally to live out your vows of ‘for better or worse’. We must be able to wake up in the morning knowing that we will have an attitude of forgiveness towards any issue that may arise. Making a proactive decision to forgive prepares you mentally and emotionally to honestly deal with marital issues.

    An Attitude of Friendship

    One of the worst things about constant fights and conflict in marriage is feeling like you lost your best friend. You feel unable to freely express your love and affection. The home becomes a hostile environment that you want to avoid instead of a place of solace, love and passion.

    In marriage you will not always like each other. One of the marriage killers is when a couple stops being friends. Making a proactive decision to remain friends reminds your mind to keep doing nice things for the person you fell in love with, while you are working through an issue. You instinctively want to do nice things for a friend so do not get in the habit of seeing your spouse as the enemy.

    An Attitude of Fidelity

    Divorce happens when one person decides the best option is to leave the marriage. They feel like it is no longer worth it to remain in the relationship. Identification, isolation and improvement have to do with your approach to conflict resolution. Forgiveness, friendship and fidelity have to do with love.

    Marriages are built on love and managed by healthy approaches to everyday living and dealing with issues. It is difficult for a marriage to flourish in love when you have a list of things that will make you seek divorce. Making a proactive decision of fidelity reminds you of your commitment to work through every issue.

    It is impossible for any issue to get the upper hand in your marriage when the attitudes of forgiveness, friendship and fidelity are the foundation of your relationship. Change your attitude and change the course of your marriage.

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    Source by Kerwyn Joseph

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  • Concierge Medicine + TeleMedicine = Way To Go!

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    More and more doctors are considering adding telemedicine and concierge medicine business models to increase revenue streams and improve patient services. Many are finding that educating patients about the benefits of telemedicine as a cost-effective, hassle-free care delivery model is the best approach to increasing adoption rates.

    Armed with smartphones, patients can schedule a same day appointment for both minor and major conditions. Doctors find telemedicine provides opportunities to consult with peers and specialists in the cloud to make faster, more accurate decisions – sometimes life saving decisions, such as identifying signs of a stroke or imminent heart attacks during virtual patient encounters.

    Why TeleMedicine?

    Telemedicine allows patients access to faster appointments, often immediately or on the same day as the first request. Physicians can spend quality one-on-one time with patients and personalize health care without traveling to an office or clinic.

    Doctors can now offer problem-focused visits for everything from a follow up for prescription renewals to highly complicated situations where a patient has multiple medical conditions and many providers. Virtual collaboration makes it more convenient to discuss potential drug contraindication with all providers using a secured digital platform.

    Patients can reach their trusted physician from anywhere, anytime, even when they are traveling for business or vacation. There is no need to see another doctor if either is out of town. And, non-emergency issues – colds, dermatitis, ear pain, etc – can often be handled with a short virtual visit instead of waiting for an office visit.

    Technology empowers physicians to monitor at-risk patients while giving patients more tools to control blood pressure, glucose levels and other health metrics from the comfort of their homes.

    Telemedicine plus concierge medicine provide a dual solution. Patients can speak to and see a trusted doctor every time they have a problem. While virtual visits don't allow doctors to actually listen to the heart or lungs or take a throat swab, it is possible to make a well-informed decision about when to request the patient come in for a visit. Concierge medicine ensures patients have access to a trusted group of provider when an in-person visit is the best answer. The combination is convenient, affordable and provides continuity of care necessary to build patient confidence.

    In 2016, more than 15 million Americans participated in remote health care services. The American Telemedicine Association says the numbers are growing. Telemedicine encounters is the wave of the future, and the future is now.

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    Source by Ash Metha

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  • Marketing Strategy: 7 Steps to Market Segmentation

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    Market segmentation is widely defined as being a complex process consisting in two main phases:

    – identification of broad, large markets

    – segmentation of these markets in order to select the most appropriate target markets and develop Marketing mixes accordingly.

    Everyone within the Marketing world knows and speaks of segmentation yet not many truly understand its underlying mechanics, thus failure is just around the corner. What causes this? It has been documented that most marketers fail the segmentation exam and start with a narrow mind and a bunch of misconceptions such as “all teenagers are rebels”, “all elderly women buy the same cosmetics brands” and so on. There are many dimensions to be considered, and uncovering them is certainly an exercise of creativity.

    The most widely employed model of market segmentation comprises 7 steps, each of them designed to encourage the marketer to come with a creative approach.

    STEP 1: Identify and name the broad market

    You have to have figured out by this moment what broad market your business aims at. If your company is already on a market, this can be a starting point; more options are available for a new business but resources would normally be a little limited.

    The biggest challenge is to find the right balance for your business: use your experience, knowledge and common sense to estimate if the market you have just identified earlier is not too narrow or too broad for you.

    STEP 2: Identify and make an inventory of potential customers’ needs

    This step pushes the creativity challenge even farther, since it can be compared to a brainstorming session.

    What you have to figure out is what needs the consumers from the broad market identified earlier might have. The more possible needs you can come up with, the better.

    Got yourself stuck in this stage of segmentation? Try to put yourself into the shoes of your potential customers: why would they buy your product, what could possibly trigger a buying decision? Answering these questions can help you list most needs of potential customers on a given product market.

    STEP 3: Formulate narrower markets

    McCarthy and Perreault suggest forming sub-markets around what you would call your “typical customer”, then aggregate similar people into this segment, on the condition to be able to satisfy their needs using the same Marketing mix.

    Start building a column with dimensions of the major need you try to cover: this will make it easier for you to decide if a given person should be included in the first segment or you should form a new segment. Also create a list of people-related features, demographics included, for each narrow market you form – a further step will ask you to name them.

    There is no exact formula on how to form narrow markets: use your best judgement and experience. Do not avoid asking opinions even from non-Marketing professionals, as different people can have different opinions and you can usually count on at least those items most people agree on.

    STEP 4: Identify the determining dimensions

    Carefully review the list resulted form the previous step. You should have by now a list of need dimensions for each market segment: try to identify those that carry a determining power.

    Reviewing the needs and attitudes of those you included within each market segment can help you figure out the determining dimensions.

    STEP 5: Name possible segment markets

    You have identified the determining dimensions of your market segments, now review them one by one and give them an appropriate name.

    A good way of naming these markets is to rely on the most important determining dimension.

    STEP 6: Evaluate the behavior of market segments

    Once you are done naming each market segment, allow time to consider what other aspects you know about them. It is important for a marketer to understand market behavior and what triggers it. You might notice that, while most segments have similar needs, they’re still different needs: understanding the difference and acting upon it is the key to achieve success using competitive offerings.

    STEP 7: Estimate the size of each market segment

    Each segment identified, named and studied during the previous stages should finally be given an estimate size, even if, for lack of data, it is only a rough estimate.

    Estimates of market segments will come in handy later, by offering a support for sales forecasts and help plan the Marketing mix: the more data we can gather at this moment, the easier further planning and strategy will be.

    These were the steps to segment a market, briefly presented. If performed correctly and thoroughly, you should now be able to have a glimpse of how to build Marketing mixes for each market segment.

    This 7 steps approach to market segmentation is very simple and practical and works for most marketers. However, if you are curious about other methods and want to experiment, you should take a look at computer-aided techniques, such as clustering and positioning.

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    Source by Otilia Otlacan

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  • How to Select the Right Hair Transplant Doctor

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    1. Do your research

    Before selecting a doctor for the job, it is very important that you do your research. Use the Internet as well as referrals from your friends and family to make a list of at least 4 to 5 best hair transplant surgeons for hair loss treatment in the town.

    Note: Though the best way to find the right surgeon is through a referral, avoid referrals from your hairstylist. Friends and family are the most trusted sources in any case.

    2. Find the right doctor

    Once you have prepared the list of doctors, book consultation with all of them to have a better understanding of their skills and the services they offer. During the consultation, judge your physician for his approach towards hair restoration. He or she should have holistic approach towards the surgery and must be able to help you evaluate your hair restoration options, both surgical and non surgical. Also make sure that hair restoration is the primary focus of your physician’s practice.

    Based on the above facts, choose the best physician out of the list.

    3. Find the right clinic

    Besides choosing the right doctor, it is also important that you choose the best clinic in the town that is patient focused. Check if the clinic has made investment in state of the art equipment as well as in hiring the most skilled staff that is dedicated and trained for all types of Hair Transplant surgeries.

    4. Ask for references

    Another thing that helps in selecting the right doctor for the procedure is his score. Ask your doctor how many patients he has produced for excellent results. It will be very good if the surgeon could give you a couple of references – the patients he or she has operated over the last few months. You can meet them to know their experience. This will give you a better idea of the surgical skills as well as patient handling of your prospective surgeon.

    5. Before and after pictures

    After references, the best source to check the surgical skills and the results the surgeon has produced in the past is the “Before and After Pictures” of the patients your prospective physician has operated in the past.

    6. Read the reviews

    You can also have a better understanding of the physician’s reputation in the hair transplant industry by reading the patient reviews on different hair transplant related discussion forums on internet. A vast majority of patients participates in these online discussion forums and post not only their experiences but also their before and after photos.

    7. Don’t let low prices tempt you

    Having that said, never let the low prices tempt you. Nurse practitioners and assistants are also performing hair transplant surgeries nowadays, at quite cheap rates. But don’t compromise on the quality of the services just to get the surgery done at cheaper rates.

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    Source by S Muddassar Shah

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  • Book Summary: Unlimited Wealth – Theory and Practice of Economic Alchemy by Paul Zane Pilzer

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    The basics of economics are supply, demand and scarcity. Economics best describes how to divide these scarce resources up amongst a growing population. Paul Pilzer takes a very different approach to Economics. He believes in Unlimited Wealth and shows examples of why technology and human ingenuity are the keys that unlock that wealth.

    Why is this important to me?

    I am not doing this summary to waste your time. It is my vision to provide concise action steps that you can adopt right now to enhance your financial life. Paul Pilzer writes of unlimited wealth creation. His spin is Alchemy is the creation of wealth while Economics is simply the method for moving it around.

    I am really intrigued by the concept of unlimited wealth creation. If you look at human progress in free societies, the real difference has been in creation. Commodities and resources are in fact finite but the way we use them is what is unlimited. The ideas are unlimited. An acre of land today produces far more food than an acre a generation ago.

    Unlimited Wealth discusses several major topics. For the sake of time, I will review the salient points outlined by Paul.

    1. Supply Side Alchemy – The Wealth Equation: W=PT^n – This equation means – W (Wealth) = P (Physical Resources) x T (Technology) to the nth power where n is the effects of the technological advances. The expansion of physical resources depends on the technological advances. Supply side Alchemy consists of three laws. The key to this equation is what Paul calls the third law of Alchemy – The rate at which a society’s technology advances is determined by the relative level of its ability to process information. Let’s look at how society has progressed based on the third law of Alchemy. Humans figured out how to write, then the printing press was created, then the computer was created and purchasable by the average consumer. Now we have the internet, social media, search engines and everything else to share knowledge. The speed of information exchange is exponential hence so is our level of wealth.

    2. Demand Side Alchemy – The demand side alchemy consists of the fourth and fifth laws. The fourth law states – By providing us with new products and processes that change the way in which we live, technology determines what constitutes a need, and hence the nature of consumer demand. In a nutshell, demand can be created by creating and innovating new products. Apple is on its way to be the first company to hit a Trillion dollar valuation. All of their products were created first and then the demand came from it.

    3. Sixth Law of Alchemy – The immediate economic potential for an individual, an industry or society can be explained by examining the technology gap, the best practices possible with current knowledge, and the practices in actual use. This is important today because China and India are way ahead of the U.S. in terms of science and math. Technology strives on science and math and societies that adapt it faster will create wealth faster. This is where the balance of power can shift over time.

    Unlimited Wealth is definitely a controversial study based on regular Economics theory. Since I am in the technology field, I agree with Paul that Unlimited Wealth can be created through technology and innovation. Products are being created right now that no market exists. Some of these products will fall flat while others will explode. Take a look at Facebook. This company came from nowhere and is now valued at over $50 billion.

    I hope you have found this short summary useful. The key to any new idea is to work it into your daily routine until it becomes habit. Habits form in as little as 21 days. One thing you can take away from this book is scarcity is a negative mind set. I say this because if you believe in unlimited wealth creation then ideas will flourish.

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    Source by Joe Mosed

    Views: 0

  • 10 Lazy Man’s Secrets To Online Riches

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    Nobody wants to stay poor forever. Everyone wants to earn to fulfill his needs, and at the same time have some savings. In most of the cases, the amount of money that a person makes depends on the hours he put in to his endeavor. Many a times we find ourselves lagging behind in making enough money so that we can fulfill all our needs rather than a few.

    Since time immemorial, men having been looking for secrets to riches, be it a treasure hunt, invading places, going through old maps and scripts, and what not. But not many have been successful in their quest to their steps to riches.

    But what if we can use some technique and have a proper planning to make more money than what we currently earn? That too, after a minimum initial hard work, we can keep lazing around but still be able to earn massively? Anyone would be lured. There are quite a few way that can make your steps to riches with smallest of efforts.

    The growing use of internet and the availability of information have worked wonders in lot of people’s life. The secrets to riches are to tap into this ever-growing market and use the potential it has to develop your business plan. The quick and easy setups, with absolutely no extra investment and quality content could lead you to earn a handsome amount of money every day. These secrets to riches are any lazy man’s dream, and it has proved its worth over the time. Let us try to find out what are the strategies and steps to riches these successful and rich men follow and earn as much for ourselves.

    1. The ability to make money is the most important step towards it. Concentrate more on the quality of the content rather quantity and you have taken the step toward success.

    2. Your ability to gel with online marketers helps a lot. The more networking you do, more are your chances of getting premium return from your website.

    3. Whatever product you sell you must have an authoritative approach in determining your superiority and assertiveness in the online area. This will reduce the competition and make your website best in class.

    4. Now that you have understood the basic requirements, you need to choose a niche for your website. Choose something that is creating a lot of interest but does not have much information on them. This is one of your secrets to riches.

    5. Research your website name and avoid any overlapping of names that might occur. That will divide the attention of the people between the two and lose out on opportunity.

    6. Seek proper guidance. You can do this yourself over the internet as there are thousands of tutorials or guides to help you set up the business.

    7. Find out what appeals to the crowd most. Try to provide for people with their requirements. In no time you will see people flocking towards your website.

    8. Set yourself apart. This will maintain the uniqueness of your website and the traffic will flow incessantly resulting in bigger revenues.

    9. Always try to provide an ‘order now’ button in your website. This will help you earn the referral and your credentials will definitely improve. This is one of the important steps to riches.

    10. Sit back after you have invested enough time to build your online presence. As you start to get more visitors you can see the money going up.

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    Source by Swati D Banerjee

    Views: 0

  • Enterpriship – The Art and Science of Entrepreneurship, Leadership, and Management

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    Every individual who starts, owns, or is a member of the management team of an enterprise, should strive to build sustainable advantage. Sustainable advantage is essential to value creation because cash flows become predictable and reliable over long periods of time. As a consequence, it is easier to plan for investments in new endeavors and to maintain contingency reserves for downturns.

    Building sustainable advantage requires proficiency in the disciplines of entrepreneurship, leadership, and management. Collectively, these three disciplines embrace “enterpriship.”

    Enterpriship is both an art and a science. Art is an occupation that requires both knowledge and skills; science is method for systematizing knowledge. Through both knowledge and skills, enterpriship provides a systematized approach to building sustainable enterprises by employing the techniques of entrepreneurship, leadership, and management.

    Entrepreneurship is a competency for starting, developing, and assuming risk for an enterprise. Leadership is a competency for aspiring, inspiring, and motivating others. Management is a competency for directing and controlling events and activities – management as a “team” has the authority and responsibility for the enterprise.

    Being proficient in all three competencies requires experience. Entrepreneurs may lack the leadership and management competencies, leaders may lack entrepreneurial and management competencies, and managers may lack the entrepreneurial and leadership competencies to build a sustainable enterprise.

    Upwardly mobile entrepreneurs have to demonstrate to investors that they can build large markets. Lifestyle business enterprise owners, such as dry cleaners, hairdressers, professional service providers, restaurateurs, and retailers, are responsible for everything in their businesses. Executives and managers in larger enterprises are under constant pressure from investors to generate quality earnings on an ongoing basis.

    The enterprise depends upon the use of all three enterpriship competencies as do the employees, customers, suppliers and investors.

    When entrepreneurs start enterprises, they tend to focus on the benefits and features of their products and/or services. Intrapreneurs, who are agents of change in established enterprises, tend to do the same thing. However, focusing on products and/or services alone is insufficient for building sustainable advantage over time.

    Without people there is nothing in business. Processes must be effective and efficient at delivering quality products and/or services conveniently. If an enterprise can’t deliver, a competitor will.

    Hence, the management team collectively must be proficient in entrepreneurial, leadership, and managerial roles that dictate successful people-oriented, process-oriented, and product and/or service capabilities.

    The entrepreneurial role is both process-oriented and product-oriented, through which innovative ideas are transformed into value at every stage of an enterprise’s development.

    The leadership role is people-oriented, through which direction is set that others will follow to achieve results – equally applicable to top-level executives, team leaders within functions, or anywhere in between.

    The managerial role is process-oriented, through which resources (time, materials, and supplies) are applied to activities to achieve results.

    These three roles embrace the planning and policy development, deployment and execution, and performance measurement activities of the enterprise. Deployment means positioning the resources of the enterprise in the best markets for its products and/or services. Execution means getting things done through people and processes effectively and efficiently.

    Unless the management team employs these three enterpriship competencies collectively to address people, process, and product and/or service capabilities, the enterprise will be unable to build sustainable advantage over time, and will ultimately decline, and maybe fail.

    If the management team can systematize building sustainable advantage through the effective and efficient use of people and processes, then there more time to spend on developing the benefits and features of products and/or services. Enterpriship provides the approach…

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    Source by Nigel Brooks

    Views: 1