A leadership program for general contractorsWritten by Jose Sanchez
PROBLEM Many of General contractors and workers are "technically" excellent in their field but do not know how to deal with people. Also, in many instances, they exhibit attitudes which are not conducive to teamwork and effective, efficient operations. This impacts team environment which is required to do an excellent job in construction industry. Some instances included people who were technically competent, ready to be promoted to managers of regions but who were being held back due to conflicts they were creating with fellow employees in their quest for "perfection". In one case, one supervisor was held back from a promotion to regional manager due to complaints from subordinates and peers (although customers loved him due to his efficiency and results). SOLUTION Management Resources Inc. (MRI): Tailored its Leadership program to meet construction industry’s needs The program includes: Leadership Skills Customer Service Skills Personality Assessments Service Recovery
| | Improvingcustomer service in large stock registrar cmpanyWritten by Jose Sanchez
ROBLEM The organization was always working under a crisis mode, with managers feeling pressured and "under gun". There was discord and resentment among manager team, which reflected in employees. Re-work and bureaucracy were eminent. Two of managers were at odds with each other, which was evident to employees, and created additional discord. The Customer Service group showed a lack of concern for customers, assuming that it was "OK" to wait in line, be referred to another line, come back another day for certain transactions, etc. Customer were complaining for lack of service and long waiting lines. SOLUTION Management Resources Inc. (MRI) : Facilitated a customer needs analysis and company needs analysis sessions. Conducted focus groups with customers and employees Worked with managers in developing strategic plans and objectives Established work priorities and set specific goals that were deployed throughout organization Initiated a program to aid in replacing undesirable attitudes with positive ones
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