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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

January 31, 2020
Effective Working Capital Management and Optimal Synchronization of Cash Flows

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How do firms choose their operating cycle? How do firms choose their cash conversion cycle? What is the impact of firm’s operating cycle on the size and periodicity of investments in receivables and inventories? How do seasonal and cyclical trends affect firm’s operating cycle, cash conversion cycle and investments in current assets? These strategic policy questions relate to optimal cash flows synchronization and effective working capital management designed to maximize the wealth producing capacity of the enterprise.

In this review, we will examine some pertinent and extant academic literature on effective working capital management and provide some operational guidance to small business enterprises. The shorter the cash conversion cycle, the smaller the size of the firm’s investment in inventories and receivables and consequently the less the firm’s financing needs. Although setting ending cash balances is, to a large extent, judgmental, some analytical rules can be applied to assist effective formulation of better judgments and optimize cash flow management.

As you know, a correlate to cash is net working capital. Net working capital is not cash but the difference between current assets (what a firm currently owns) and current liabilities (what a firm currently owes). Current assets and current liabilities are firm’s immediate sources and uses of cash, respectively. Clearly, a firm’s ability to meet its current financial obligations (bills due within a year) depends on its ability to manage its current assets and liabilities, efficiently and effectively.

Effective working capital management requires the formulation of optimal working capital policy and the periodic management of cash flows, inventories, account receivables, accruals and account payables. And because poor working capital management can severely damage a firm’s credit worthiness and limit its access to money and capital markets, every effort must be made to minimize business default risk.

The significance of liquidity cannot be overemphasized. In addition, anything that adversely impacts a firm’s financial flexibility degrades its ability to borrow and cope with unexpected financial hardship. A firm must preserve its ability to react to unexpected expenses and investment opportunities. Financial flexibility derives from a firm’s use of leverage as well as cash holdings.

In practice, optimal working capital management includes effective cash conversion cycle, effective operating cycle, the determination of appropriate level of accruals, inventories, and account payables and the attendant funding options. Working capital policy impacts a firm’s balance sheet, financial ratios (current and quick assets) and possibly credit rating. Critical to efficient firm’s working capital management is a good understanding of its cash conversion cycle, or how long it takes for a firm to convert cash invested in operations into cash received.

The cash conversion cycle captures the time passed from the beginning of the production process to collection of cash from the sale of the finished products. Typically, a firm purchases raw materials and creates products. These products go into inventory and then are sold on account. Once the products are sold often on credit then the firm waits to receive payment, at which point the process begins again. Understanding the cash conversion cycle and the age of account receivables is critical to successful working capital management.

As you know, the cash conversion cycle is divided into three parts: the average payment period, the average collection period and the average age of inventory. The firm’s operating cycle is length of time from the receipt of raw materials to the collection of payment for the products sold on account. The operating cycle is therefore the sum of the inventory conversion period (the average time between when raw materials are received into inventory and product is sold) and the receivables conversion period (the average time between a sale and collection of the receipt). Note that the operations of a merchandising enterprise involves purchasing (the purchase of merchandise), sales (the sales of products to customers, and collection (the receipt of cash from customers).

Some Operational Guidance:

There is gathering empirical evidence suggesting that effective working capital management begins with assessment of operating cycle and optimizing cash flows from firm’s operations. Management must know, understand and anticipate the impact of cash flows on firm’s operations and its ability to maximize the profit producing capacity of the enterprise. Effective cash management is critical to the success of a business enterprise. It is all about cash flows.

One of the best ways to increase cash availability is to accelerate the receipt of incoming payments by reducing the age of account receivables using appropriate mix of incentives and penalties. A firm must evaluate current payment processes and identify effective options to expedite collection of account receivables.

There is strong evidence suggesting improving payment processes and moving to electronic alternatives will maximize liquidity and better manage costs of receivables. Liquidity is critical to the success of every business enterprise and effective cash management is the core of liquidity. In practice, a careful analysis of cash flows and assessment of investment strategies and policies is required to ensure that a firm has appropriate tools needed to maximize firm’s liquidity, and optimize cash flow management.

A firm optimizes cash flow management in its operating cycle by rationalizing-streamlining and improving the ways it manages the inflow of cash receipts, makes outflow cash payments and minimizes the age of account receivables. A firm needs digital records, electronic banking, robust internal controls and agile accounting systems for quick reconciliation of bank statements through timely access to bank accounts, customer records; and synchronizing cash flows, accounts payables, and accounting systems for increased efficiency.

Best industry practices include analyzing cash flows monthly to determine ending cash balance (the difference between total cash inflows and total cash outflows). The goal is a rising or positive periodic ending cash balance; Monitoring customer balances to manage account receivables (money owed to the firm from customers); and appropriate pre-qualifying processes before extending credit to customers is essential to minimizing incidence of bad debts.

A tracking system that monitors outstanding receivables and sends automatic reminders, invoices and statements is a useful tool. Some firms use factors by selling their receivables to factoring companies to ensure steady cash flows; Slowing down cash disbursements: Prudent cash flow management dictates that a firm retains cash as long as possible. Optimize cash flow management by paying on time while utilizing all accommodations consistent with the calculus of financial advantage. Finally, borrow long and lend short and time large expenses by setting aside small amounts to fund large expected expenditures. Always remember that long term liabilities become current liabilities in the accounting period in which they mature.

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Source by James Gaius Ibe

Views: 0

January 29, 2020
Why Your Workplace Needs Drug and Alcohol Testing

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Modern workplaces have shown emergence of drug and alcohol misuse by employees both within and outside their offices. It will not be wrong to say that almost every workplace accounts for at least a couple of incidences related to drug and alcohol abuse. It is for this reason, that every workplace must have a drug and alcohol testing program. But it is not enough only to test employees for such substances. It is important to educate them and make them aware of the negative results of addiction too.

Drug and alcohol management therapies form the next stage of the drug management programs initiated by employers for their employees. It is quite encouraging to see business organizations striving to make their workplaces secure and drug and alcohol free.

Here we must be aware that we are not discussing use of drugs and alcohol at the workplace alone. Of course, this kind of behavior by an employee can have serious repercussions. Besides the possibility of injuring himself, the employee can hurt or injure others in the vicinity too. There is also the danger of causing harm or being injured if the employee who is under influence is operating any heavy machinery. More often than not, the reason for accidents and mishaps at factories and workplaces and sites is an employee who is working under the influence of drugs or alcohol.

Most employees refrain from consuming drugs and alcohol at their workplaces. However, they are not stopping themselves when they are out of their workplaces. It is not enough if an employee does not use alcohol at the workplace. It is important that he keeps away from it even when away from work.

Going beyond drug testing, drug management programs can educate employees about why they need to take control of their lives. They are counseled by experts and also sent for medical examination to detect any health problems they may be facing due to drug and alcohol abuse.

The business owner or employer may have spent years building up a good reputation. But one small incident can tarnish the reputation of a business organization. That is why t is important for employers to be aware of their employees’ behavior. A good drug and alcohol testing management program takes care that the privacy of both the employer and the employee in question is now jeopardized.

Your employees make your organization what it is. They deserve a safe environment. In the same way, your clients, associates and visitors to your workplace must feel good about coming to visit you.

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Source by Avisha Jain

Views: 0

January 29, 2020
Automobile Business Plan – Four Steps to Success

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Like other business plans, the contents of an automobile dealership business plan cover four primary steps towards success. These steps are “opportunity”, “capacity”, “activities”, and “results”.

Opportunity

The industry, customer, and competitive analysis in your business plan proves the opportunity. This should identify that customers in your local market are in need of a dealer of the type you’ve chosen to be because competitors are not fully serving their needs, or because their demographics are changing (more population, richer, poorer, more families, etc.) The opportunity could also be that a certain combination of services by your dealership could improve on what competitors are currently doing. The overall industry situation should look ahead to how the car sales market will be doing six months, one year, or more in the future, when the dealership will actually be open.

Capacity

The experience of the management team, your license as a car dealer, and the financial resources the partners can bring to the table cover the capacity of the entrepreneur to jump on this opportunity. Funders reading the business plan expect that there will also be an element of cash missing from the entrepreneur’s capacity at the moment. Otherwise, they would not be reading the plan in the first place.

Activities

Marketing and operations plans cover the activities the company will engage in to bring in car buyers (and car sellers if you are a used car dealer as well), and run the business as efficiently as possible. As a small car dealer, consider how you can make up for this lack of scale, and the cost savings that come with it for dealer chains, through creativity and hard work.

Results

Finally, the projections of business success and financial section of the plan show the results that you and investors should expect. If results take into account the full costs of the methods you’ve described, and include adequate compensation for staff and key team players, readers will be less likely to question elements on the cost side. If your revenue projections are based on reasonable, researched assumptions about the car buying behavior of your local market, then readers will be more likely to accept this side of the projections as well.

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Source by P. R. Kennedy

Views: 0

January 28, 2020
Make Money Through Internet Entrepreneurship

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There are many opportunities in internet entrepreneurship that anyone can utilize to make more money. You can be a laptop entrepreneur where you use your laptop anywhere to do business online at your own pace. This entrepreneurship is flexible and, if utilized efficiently, can enable one to make more money online.

You can be an expat in another country and still earn money through internet entrepreneurship. You can go anywhere in the world and still do business online as a laptop entrepreneur. The profession is flexible and offers many options. However, it is not for the faint-hearted. Building a brand name on the internet does not happen overnight. It needs someone who is persistent to succeed. Competition is fierce and, therefore, needs one to put more efforts to success online.

As a laptop entrepreneur, you can choose to do internet marketing, email marketing, social media marketing, web designing, web development, customer support management, article writing, blogging, and programmer, to mention just a few among hundreds of options. There are vast opportunities in these professions while working online at your own pace. However, you need to build your name before you can have a comfort zone of working from home.

There is a growing demand of web designers online because big companies want an optimal online presence. They want to compete online because there is a large customer base on the internet. Whoever helps these companies to rank high in search engines can get sufficient income. Once you do a good job then many companies will come for your services as a laptop entrepreneur. Your channels will widen and thus making living good for you.

A laptop entrepreneur who specializes in search engine optimization is also in high demand. Many websites need search engine optimization in order to increase their visibility online. Therefore, someone who excels in SEO can earn a lot of money just by working through internet entrepreneurship. Big and medium-sized companies are willing to cash-out on laptop entrepreneurs who can give them positive results. There is a plethora of opportunities on internet entrepreneurship.

The other growing trend is seen in internet marketing. Everything is about gaining more traffic online. Companies are willing to pay internet marketers who can help promote their products to a lager customer base online. Opportunities are vast for a laptop entrepreneur. The profession is for someone who enjoys working alone and taking risks associated with internet entrepreneurship. A determined, committed, self-motivated, and self-disciplined person can survive in an online business and, therefore, make more money.

Article writing and blogging are also good channels to follow as a laptop entrepreneur who wants to maximize earnings online. They are also a form of marketing and generating traffic to websites. There are opportunities for laptop entrepreneurs.

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Source by Corey Ferreira

Views: 0

January 27, 2020
12 Benefits and 12 Challenges of Being an Entrepreneur

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All over the world, people are breaking free from the traditional employment model and choosing to achieve business success as entrepreneurs. Will you be the next?

Let’s start by covering 12 of the most commonly-mentioned benefits of being an entrepreneur to inspire you on your journey:

1. You can choose your own schedule.

2. You are free to travel.

3. You can take sick days or vacation days whenever you need them.

4. If there are necessary tasks you don’t enjoy or have time for, you can outsource them.

5. You can select your own employees.

6. Learning to be a better boss also teaches you to be a better employee.

7. Your innovative ideas have a chance to shine unfettered.

8. You do not have to wear a uniform or follow a company dress code.

9. You enjoy better job security than most people.

10. Entrepreneurship teaches you the benefits of hard work.

11. You can always feed your curiosity by learning more about every aspect of your business.

12. Your ambition can always drive you to greater heights and business success.

As you can see, entrepreneurship is becoming popular because it comes with a whole new lifestyle for those who are willing to seize it.

Of course, entrepreneurship isn’t all sunshine and freedom. According to the United States Small Business Association, a third of small businesses fail within the first two years, and more than half fail within the first five years.

Not surprisingly, the challenges of entrepreneurship represent the flipside of the advantages we discussed above:

1. Choosing your own schedule can result in wasted time without the proper time-management skills.

2. Even while traveling, it may be necessary to handle work-related crises, because you are basically always “on call.”

3. There are no paid sick days or vacation days, so you must decide how much each day off is worth to you.

4. You are responsible for completing any tasks you can’t afford to outsource.

5. Hiring employees means you must learn how to conduct interviews, uphold workers’ legal rights, and coordinate payroll.

6. If you don’t yet have the leadership capabilities to direct others, you will be taking a crash course once you hire freelancers or employees.

7. You must narrow all of your innovative ideas down to the ones that have the most potential to help you achieve business success.

8. If you don’t maintain a professional appearance in person and online, it is sure to reflect poorly on your company.

9. You are responsible for funding your business, even if you’re operating at a loss.

10. Only results are profitable, not time clocked, so it’s possible you will work hard and still end up disappointed.

11. You must be familiar with each aspect of how your business operates, including those which may not interest you, to ensure everything is running smoothly.

12. Only you can motivate yourself to achieve business success.

To sum it up, let’s say that with freedom comes responsibility. If you can’t handle one, you aren’t yet ready for the other.

Of course, I don’t believe people should give up on their dreams. Just be sure to arm yourself with knowledge and understand what you are getting yourself into.

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Source by Evelyn Gawlowska

Views: 0

January 26, 2020
Make Some Easy Money by Buying a Car For $1000 Bucks and Parting it Out

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Lots of people turn to cars under $1000 bucks looking save a buck or two. Here is a quick guide on how to make some cash (that you can use to buy more rusty boxes on wheels of course)

Plain and simple part cars out.

Step 1. Buy a car. This is pretty much the most crucial step. If you are actually doing this to make money and not just salvaging that blown up buick sitting in your driveway than you need to find a car that people want to buy parts for. eBay is pretty much your friend here and my suggested avenue for selling most parts. In the past I have watched people make money from a variety of cars (my roommate used to finance his workshop with parted out cars) One in particular was a 1994 Honda Accord. Thats right you don’t need to buy a 1939 Alfa Romeo (although that would be sweet) or anything super rare to get good money for parts.

Often times finding a car that is pretty common can be a good thing but be sure to check eBay for the prices certain parts are going for before hand and let that be your guide in making your purchase. Now when it comes to buying the car usually the ones that don’t run will be your best deals and you may even get a freebie if your lucky. (few people want dead cars in their driveway) Obviously the less you pay the more you profit.

Step 2. Tear it apart. The key here is research and time management. Everybody wants to pull the engine and trans etc., but often times it may not even be worth it. Check out eBay or where ever you plan on selling and ask yourself is what these parts are selling for worth my time? Would I actually want to crate and ship this? Is anybody actually bidding on this crap? All good questions that need answers. Honestly it tends to be the nickel and dime parts that can really make you some money. Shifters, speedometers, sensors, mirrors, sun-visors, etc. these parts take seconds to remove and if they are in good shape people are often willing to pay a pretty penny for them, because the only other option for parts like these tends to be the dealers who charge an arm and a leg.

Step 3. Sell The Parts. Once you have determined what you want to sell and pulled the stuff off its time to start selling. I like eBay but swap meets, forums, and other sources may work better for you. If you have done your research you know where to find the people who see value in the parts you have pulled.

Step 4. Scrap the rest. Always factor in that you can prolly get $100-$300 bucks for the rest of the pile at the scrap yard. Usually you will want to haul it there yourself and will probably need to pull the tires and gas tank. I would even consider it a good rule of thumb to try and not pay more for the car than you can scrap it for. This helps you avoid any kind of loss.

And there you have it. Four easy steps to make some quick money and make your neighbors hate you.

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Source by Brian Ostrowiak

Views: 0

January 26, 2020
Holistic Healing for Everyday Activities
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A holistic Approach is a form of healing that takes the entire person into account, meaning physical – mental – and emotional.

Healing is promoted by treating the wholeety of the person based on the principal that, where one part is out of balance, it causes the entire system to become imbalanced and therefore unwell. For this reason, we say that the core of Holistic Healing, is to help you reconnect with your Authentic Self, you spirit.

Here are steps that you can take towards healing yourself within everyday activities.

Self-Care

In the modern world, self-care has become at best something of an after-thought and at worse a completely neglected consideration. Busy schedules, an astounding amount of time spent on social media and smartphones, the hustle, the bustle, it all takes time, and attention from what should be our first priority: self-care.

Stop and think for a moment, can you identify what your true needs are right at this moment?

Perhaps, you are so exhausted that you need a nap?

Maybe your body aches from tension and too much work and you could use a massage?

Were your last few meals eaten from a paper bag from some greasy take out that you wolfed down while rushing from one errand to another?

Are you really taking care of yourself, as much as you could?

Self-care and learning to listen to your body to identify what you really need and doing everything possible to fulfill those needs is the core of a holistic approach to good health and wellbeing.

Make yourself a priority!

When you care about yourself, and make the actions necessary to do a priority, your quality of life will naturally improve.

Stress Management

Holistic health practitioners and coaches understand that many ailments and ill health in general can be traced back to stress. In fact, a prolonged state of chronic stress is the root cause of many chronic medical conditions that afflict the body, and mental health disorders such as depression and anxiety that affect the mind and emotional health.

Taking care of your emotional wellbeing is considered of utmost importance in holistic medicine and the body is greatly affected by what goes on in the mind.

Mind-body practices such as yoga, aromatherapy and meditation unite the mind, body, and spirit to promote overall wellness and a unique connection between physical and mental wellbeing. These activities and others, like simply taking a walk in nature calm the mind, and detract it from the very hectic and overly stimulating modern world.

A calm mind, supports a healthy body, it's really that simple.

Taking the time to relax, and deep breathing exercises further support wellbeing and help to decrease the impact that stress has on our health.

Positive Relationships

Everything we do in life affects our wellbeing and relationships are no small consideration. Do your relationships fulfill you, uplift you, and support you?

If not, help is available to identify the problems and resolve them so that familial, romantic, and platonic relationships support you to thrive.

Nutrition

Yes, you have heard it all before … A healthy diet is necessary for good health.

Heart disease is the # 1 killer of men and women and is mainly tied to lifestyle choices such as diet.

Junk food kills … etc. etc. etc.

But, there is so much more …
- Nutrients supplied by whole real food protect
- and heal the body and the brain
- They allow the body to work at its best
- They give you unparalleled energy
- They provide antioxidants to protect the body from chronic diseases
- Real food strengthens the body to better deal with stress
- Nutrients in food strengthen immunity to fight off colds and flu
- The essential fatty acids you get from fatty fish, nuts and seeds promote healthy brain function, and vibrant and supple hair and skin
- Eating right supports focus, concentration, and memory power
All of these things and the many more benefits that solid nutrition offers you, ensure your overall wellbeing on a day-to-day basis, so you can thrive!

This is a very real benefit, that can be enjoyed in the here and the now without having to wait for the 'in case "of heart disease.

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Source by Josee Smith

Views: 0
January 25, 2020
Drug Addiction in Senior Citizens

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Drug addiction in senior citizens is a significant and growing problem in the United States that few people are aware of. In fact, addiction that occurs later in life can be difficult to detect, and sometimes the person suffering from this disease might not even know that they are physically and emotionally dependent on a particular substance. Therefore, a policy of education about the dangers of addiction in older people is essential in order for those who are close to them to recognize any problem and know what options are available to get help. This is especially important considering that recent increases in the amount of older people entering drug rehab programs indicate this problem is probably far worse than we might think.

The primary way that seniors get addicted to drugs is as a result of chronic pain management. Even under strict medical supervision, addiction to pain medications can and does still occur. This is because these types of narcotics work the same for everyone: they initially manage pain well, then the body develops tolerance and more of the drug is required. With an increase in dosage and consistent use, tolerance increases and eventually leads to physical dependence. Physical dependence almost invariably leads to outright addiction at a mental and emotional level. Therefore, seniors who are taking pain medications regularly are at increased risk for addiction. And because these medications are prescribed by doctors, most people consider them harmless and don’t think that addiction will ever become an issue. However, once it sets in, addiction is a lifelong affliction that can cause serious health issues.

Another primary reason that older people become addicted to drugs or alcohol is as a result of lifestyle changes. These changes include the celebration of a life of toil and work, but can lead to some very bad habits. For instance, frequent dinners that include wine or beer can quickly become problematic. Before a person knows it, they’re having cocktails with lunch and dinner, and eventually Mimosas or Bloody Mary’s with breakfast.

As a result of inactivity after a lifetime of working, some seniors have difficulty sleeping. Medications designed to help people get to sleep are extremely addicting and can lead to significant problems with memory loss. Older people who are addicted to sleeping pills often engage in strange or erratic behavior while having no recollection of doing so. And because sleep aids can lead to a persistent state of confusion, it can be difficult for a person to understand that they have a problem.

Grief and depression is often a significant problem for senior citizens. As people get older their friends, family and associates age as well, and the loss of these people becomes a common occurrence. This combined with decreased levels of activity can lead to a state of depression that some people might seek to self-medicate with drugs or alcohol. Boredom and lack of exercise serve to exacerbate these problems.

If you have an older loved one with a drug or alcohol problem, their very life could depend on you. The following options are readily available:

Individual Therapy/Counseling

Intervention

Outpatient Rehab

Inpatient Rehab

Group and Family Therapy

Don’t wait a moment longer to take action; the earlier addiction or alcoholism is treated, the higher the likelihood of success.

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Source by Jim Debbies

Views: 0

January 24, 2020
Internal Customer Service: Guidelines for Suppliers and Contractors

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Change management and organization development experts talk about ‘creating alignment’ – aligning organizational strategy with daily business needs. And a big part of this is creating alignment between customer needs and employee actions as customer service providers. But we also have to take note of internal customers – those people within the organization that service us – as internal customers and who we service as internal customers. “There is a remarkably close and consistent link between how internal customers are treated and how external customers perceive the quality of your organization’s services. It is almost impossible to provide good external service if your organization is not providing good internal service.” R. Zemke and K. Anderson, Delivering Knock Your Socks Off Service, 1981.

And it’s not just about internal customers within the walls of your organization, it’s also about those arms-length internal customers and customer service providers – suppliers and contractors – those people who either supply your organization directly or come into contact with your external customers, directly, as your representative. These suppliers and contractors should be considered an integral part of your organization and the service they provide should be measured as accurately and frequently as you measure the service level you provide.

To my mind, servicing others, whether internal or external (customer, supplier, colleague, peer, supervisor, contractor), should reflect the values of your organization and the process to retain the best customers – again, whether internal or external – can be applied across any of these groups. Suppliers and contractors should be selected and retained based on their commitment to servicing your customers – and your employees – as you require them to be serviced. Although you do not ‘own’ these suppliers and contractors, you have the right to demand the equivalent level of service you provide to your customers. When selecting your suppliers and contractors, or measuring the ones you currently are associated with, the following guidelines may help ensure that internal service meets the standard.

Recruit suppliers and contractors as you would your employees.

You should be seeking out the best person for the job, the high performer who will be able to deliver on your business expectations and drive up results for your company. Why not utilize some of the recruiting tools you use when conducting a search for an employee? Think about it. You will be paying this supplier or contractor to perform services for you or your customers so you should expect them to be of the calibre you expect from a new employee. Consider requesting a resume of their qualifications and experience, customers they have serviced, certifications that may be required, and if available, customer testimonials. Interview them in a similar fashion to the way in which you interview for employees. Check their references and make sure you put in place a contractual arrangement that clearly documents what you expect from them and what they can expect from you (this is just another version of position profiles and expectations for the role).

In these cases, you are seeking high performers capable of servicing both your customers and your employees. And you have a responsibility to provide them with the information, resources and possibly, tools, they will need to service both these groups accurately and professionally.

Provide clear expectations of performance.

Even if your suppliers and contractors have worked with your organization for a long period of time, it is critical to periodically review your expectations of their role and how you expect them to service your customers. Customers are retained because they have developed a good relationship with their supplier and any contractor or supplier who is dealing with your customer directly, is seen by the customer to be an employee of your company, and hence; representing your company.

When I was a general manager for an energy distribution company, one of our contractor service technicians accidentally cut the customer’s phone line. The first issue for the customer was, of course, the cut phone line and the inconvenience associated. The second issue was that the contractor apologized but told the customer he would have to call our company to secure satisfaction regarding the cost and inconvenience of having the line repaired. The third issue was the response the customer received from the Branch Manager when he called our company office to complain. He was told we were not responsible since it was a contractor that had cut the line! Yes, I too, was shocked when the customer got through to me to complain and told me what the Branch Manager had said. Even more distressing was the fact that the Branch Manager defended his position when I called him about the complaint!

No doubt we did not clearly identify to our contractor our customer service expectations. To me, they were simple. Apologize to the customer, call our office immediately to request a solution and then work with the customer to get the solution implemented. Simple to me but certainly not to our contractor or, I quickly discovered, to my Branch Manager.

So my next step was to build a contractor customer service agreement and develop a customer service training program to implement with both our employees and our contractors. We then implemented it across my region. We still had customer service issues with both our contractors and our employees, periodically,but this was a great first step.

Conduct frequent performance reviews.

Providing your suppliers and contractors with regular, specific feedback will not only give you confidence that they are meeting your needs but will also provide opportunities for them to discuss any customer service challenges, issues, or problems with you before they result in lost customers. These regular reviews should be part of the contract between you and the contractor and they should be implemented on schedule. During these reviews you should include their primary employee contacts to ensure all partners are clear about the issues and able to participate in developing the solutions. This secures commitment to the solutions.

Reward and recognize customer service excellence.

At a minimum, providing them with a reference signifies that you are pleased with their customer service performance. But, without a doubt, the best reward for suppliers and contractors is securing more work from you.

Following these guidelines will go a long way to ensuring alignment between your company, your employees and your suppliers and contractors – to the business goals and strategy. All sectors can then be focused on delivering the expected level of customer service to the customer base you want to retain.

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Source by Donna Stevenson

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January 23, 2020