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SIGNIFICANCE OF THE STUDY

                   The unending effort to make their lives comfortable and their unquenchable thirst to probe into truth made the people to put forth strenuous trials to bring such an explosion in knowledge in various aspects.  As a result, today man has secured power to create energy, to cultivate land, to conserve water, to control diseases and to tap every source and make its effective use.  This is possible because of requisite interest on knowledge, which can be imparted though education.

          Though education was considered as paediocentric, it is a bigger process in which the personality of one person influences on others with a view to modify his behavior in order to bring about his all-round development in thought, feeling and action.  A continuous inter-play or exchange of ideas between the Teacher and the taught, central this, interaction process is the teacher.  While education is essence, the teacher still occupies a prior in essence, the teacher still occupies a priori central role in the learning of a child.  Read more...

Turn the J-Curve to a Check Mark

In 513 B.C., Heraclitus of Greece observed “There is nothing permanent except change.” And in the 16th century, Niccolo Machiavelli stated in his political treatise, The Prince, “There is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the lead in the introduction of a new order of things.” The challenge today is that change is not an “engineering” problem. Change involves people, and can call up emotions, uncertainties and inconsistencies.  Read more...

HOW TO AVOID SERVICE FAILURES

 AUTHOR- Mrs Shaili Vadera Asst. Professor, Amity Business School, Amity University, Lucknow Campus, 

 Service failure arises when customers experience dissatisfaction because the service was not delivered as originally planned or expected. In effect, then, service failure arises from the customer’s perception of a service experience and not from what the organisation believes it has provided. A poor service or a service failure will result in dissatisfaction. This in turn will prompt a variety of responses which may include complaining, negative word-of-mouth and decisions not to repurchase. If it is impossible to avoid service failures and dissatisfaction, then it becomes increasingly important for organisations to understand how to manage such occurrences and minimize their adverse effects. There is a growing body of evidence to suggest that effective service recovery will generate a range of positive customer responses with complaint handling being seen as a key element in service recovery.Responding effectively to consumer complaints can have a significant impact on satisfaction, repurchase intentions and the spread of word-of-mouth.  Read more...

Normal 0 Knowledge as emerging patterns

of interaction

Knowledge as Emerging Patterns of Interaction

1 Introduction

This paper examines how knowledge can be seen as continuously emerging patterns of interactions between individuals. It particularly focuses the nature of human organisations and how that nature affects the learning in individuals and -as a consequence- the continuous emergence of organisational knowledge. In order to do this, we will first look at the nature of organisations. This by examining what we see is the most helpful way to characterise organisations, clearly offsetting organisations as ‘systems’ versus ‘processes’. It will be clarified that knowledge may exist only in the interaction between people and can therefore not simply be reified as ‘tangible’, ‘tacit’ or ‘explicit’. We propose it exists in context and only in context. Thus, we consider knowledge as intrinsically social. Also, we consider knowledge as something that emerges only ‘from within’. There are no outsiders. Someone with information that exists in total isolation without the possibility to act cannot generate knowledge. This makes knowledge inherently ‘local’. ‘Global knowledge’, as in ‘best practices’ or ‘business processes’ are an illusion if they do not resonate with the experience of people in local interactions. We will use recent insights from the complexity sciences to examine the interactions and hence the continuous emergence of knowledge. It will become clear that ‘knowledge’ and ‘organising’ are ‘complicitly’ linked.  Read more...

SANJAI VELAYUDHAN

Introduction

Loyalty- A Human Compulsion

Loyalty is a very puzzling subject. Everybody knows what it is and what it can do. But to understand it completely has been difficult. The decoding of the entire Loyalty-code is still awaited. Pritchard et al.have lamented in their work that “despite extant literature on customer loyalty, it is recognized that the psychological processes behind customer loyalty and commitment are still ill understood” (1). Loyalty may be called an instinct or a feeling and is the outcome of responses to various stimuli. The fundamental guidance system for all human responses is strongly powered by its emotional palette, so is loyalty. Thus, to understand basic emotional underpinnings and moderate human behaviour, a deep understanding of human psychology is important.  Read more...

BUSINESS ETHICS

By

VIKRAM KARVE

Can Ethics and Business co-exist?

Or are the two mutually exclusive?

Is Ethics relevant in Business Management in today’s world?

Or is “Business Ethics” an oxymoron, not relevant in today’s business and corporate environment?

Is there such a thing as Ethical Fitness?

When recruiting new people, or promoting/appointing persons to senior / sensitive positions, a number of attributes ( Hard Skills and Soft Skills) like Professional Competence, Managerial Proficiency, Domain-specific or Technical skills, and pertinent soft skills comprising leadership, communication, behavioural and emotional aspects, and even physical and medical fitness are assessed, evaluated and given due consideration.

But does anyone evaluate a candidate’s Ethical Fitness before recruitment or appointment?

No, I am not talking about the routine verification of antecedents or background integrity checks. I am talking of assessing Ethical Fitness.  Read more...

TECHNOLOGY AND HUMAN RESOURCE MANAGEMENT

Soft Skills Approach

by

VIKRAM KARVE

The critical issues of technological change involve people, before profits. To anticipate signs of change when planning and implementing new technology, and assessing the impact of new technology on human resources, managers must ask questions such as the following:

What individual and organizational values are shifting? How will working conditions change? How will the change affect organizational and/or individual responsibility? Who must be re-skilled?

Seeking answers to these questions will enable managers to shift their focus from profit maximization to a concern about the integrated organization.

TECHNOLOGY FOSTERS INDIVIDUAL AND ORGANIZATIONAL VALUES

Traditionally, people chose to use new technology to perform dangerous, difficult or dirty tasks [3D’s], to meet a perceived need or because of a preference for a specific value.

Today, technology fosters value.

SANAJI VELAYUDHAN

Introduction

Bricks of loyalty:

Despite the extant literature on customer loyalty, it is recognized that the psychological processes behind customer loyalty and commitment are still ill understood (Pritchard et al. 1999) (1). The fundamental guidance system for all human responses is powered by its emotional palette. Thus, to understand its underpinnings and moderate it to favor an organisation within limited extend, an deep understanding of human psychology is important.

Total customer-loyalty is the Holy Grail that all organisations seek in order to meet their business objectives and bolster financial bottom-lines. Every organisation has the fantasy that their customers would remain totally loyal to their business. If this could be achieved, they would remain profitable forever. This is a dichotomous thought because, if all customers would restrict their loyalty to a few organisations, then customer acquisition-the manna for business growth would grind to a halt, killing expansion and new initiatives.  Thus, disloyalty within varying degrees is a reality and a necessary evil.  Read more...

Most of the work I do is based around the training and development of sales people and sales managers who have specifically decided that sales is the career for them. Occasionally I am asked to provide sales training for groups whose main role is not to sell but to provide a service in a profession that they have chosen to follow for example law, accountancy or management consultancy – and that’s when the fun starts.

The first rule of training is not to have prisoners in the room – you know the people who just don’t want to be there – well; I now have a room full of professional prisoners. Their body language is particularly striking, if not in the foetal position, they certainly wish they were. So, why is this, why is sales training such an anathema to the professions? As I hand out their copies of the value-based, consultative selling program it is as if I was offering the “Del Boy” manual of dodgy car dealer selling. But this is how many professionals view selling – an arm twisting exercise using barely ethical means to coerce the customer into buying something they never wanted in the first place.  Read more...

A. You can`t build anything without a solid foundation. The A is for Attitude – the foundation of all successful sales people. Without a positive attitude and belief in yourself, your organization, It`s products and services and the market, there is no foundation upon which to build success.

Sales professionals need to reflect, confirm and take hold of their attitude, realize it is theirs, develop it into a millionaire`s attitude, overcome fear and be able to deal with rejection, increase productivity and save time and money.

Sales professionals need to reflect, confirm and take hold of their attitude toward the organization`s mission statement, products and services and team members, while developing an owner`s mentality.

Sale professionals need to reflect, confirm and take hold of their attitude towards the market, knowing how they are perceived, while profiling the ideal prospect and fully understanding their competition  Read more...