A LEARNING’S FROM PROBLEM SOLVING TOES

"I listen and I forget, I see and remember, I experience and I understand" - a Chinese proverb

            A LEARNING’S FROM PROBLEM SOLVING TOES

Last November 17, Ms. Lynnete and I had the TOES with Sir Jorge regarding on the techniques to Problem Solving.  You will never be a successful person if you’re not going to experience problems. And even the most successful company in every industry are also stumble upon difficulties. But sometimes, it is just the matter of focus, techniques and deep analysis. It will be up to you on how well you can handle to solve those at your own.

            We need to define first the meaning of the troubled word “PROBLEMS.”

PROBLEM- is a Deviation from Standard

                -it is the action of departing from an established course or accepted standard.

               - it is the abnormality of a certain standard, situation and values.

There are three techniques can be used in problem solving:

1.        Fishbone Diagram (Cause and Effect Analysis)

  A Cause-and-Effect Diagram is a tool that helps identify, sort, and display possible causes of a specific problem. To analyze existing problems so that corrective action can be taken. It is also known as "Ishikawa diagram". The diagram will help each of the members to think in a systematic way.

Below is the sample of the Cause and Effect Analysis:

           The diagram shows that among the six causes, “No Maintenance” has the greater caused of poor quality of comfort rooms. By identifying the main impact of the problem, you will decide on the solutions to focus and improved on the poorer caused using the System Approach:  

Ø  Input

Ø  Output

Ø  Throughput

Ø  Catalyst

Ø  Human Aid

Ø  Information Aid

Ø  Environmental

Ø  Supervision

2.       Pareto Principle (80/20 Rules)

-It deals with the unequal relationship between inputs and outputs.

-80% of the problem is caused by 20% of the given factor

-20% of the problem is caused by 80% of the given factor

-Pareto principle is a simple technique for prioritizing possible changes by identifying the problems that will be resolved by making these changes. By having this approach, you can prioritize the individual changes that will most improve the situation.

3.       Kepner Tregoe (KT Analysis)

The Kepner Tregoe Analysis describes a systematic problem solving and decision making method.  It deals with the rapid solutions to every problem.

Five tools of Kepner Tregoe Analysis

a.     Define problem as any deviation from standard

·         What is the Problem?

·         Identify what is? And what is not?

·         What object (or instances) has the deviation?

·         What deviation does it have?

·         What do we see, hear, feel, taste, or smell that tells us there is a deviation?

·         Then ask - What, Where, When, and to what Extent?

b.     Situation analysis

·         What is different, odd, special, or unique about an IS compared to an IS NOT?

·         What was changed in, on, around, or about each distinction?

·         When did the change occur?

·         How could each change have caused this deviation

·         Use distinctions and changes to develop possible cause statements?

c.     Problem analysis

·         Test possible causes against the IS and IS NOT specification

·         What assumptions have to be made?

·         Determine the most probable cause

·         Which possible cause best explains the IS and IS NOT information?

·         Which possible cause has the fewest, simplest, and most reasonable assumptions?

d.     Decision making analysis

Evaluating and Selecting alternatives. Get back to the first step to make a clear evaluation on the checklist and take a rapid solutions to the detected problems.

e.     Potential problem analysis

·         Where else might this problem appear?

·         Are there other occurrences of this problem in the past?

·         Do any procedures need to change?

The goal is to try to eliminate future occurrences of the problem. The avoidance to possible occurrences and defensive measures even before the problems comes along.

TRIVIA:

Kepner-Tregoe Problem Analysis was used by NASA to troubleshoot Apollo XIII – even though the technicians did not believe the results, they followed the process and saved the mission.  Even without a lot of time available, using Kepner-Tregoe Problem Analysis can result in the most efficient problem resolutions.

WTDN:

A simple problem can be solved easily and rapidly if and only if you would take this learning’s with you.

As Accounts Receivable Assistant, ledgers, cash receipts books, cash balance and collection letters must not only be my focus of attention, I, personally should take part of solving problems especially in the SBU. To help them by spreading this learning’s and helping them to carry on with them those knowledge.

I must focus on the vital 20% few that will deliver results: Collection of arrears

80% irrelevant many must be minimized: activities that has nothing to do with my results.

For me, the most applicable problem solving techniques would be the “Kepner Tregoe Analysis” for it has the best measurements to identify and solve any problems in a very fast and rapid ways.

ELLA S.A. PATERNO

A/R ASSIST.

BPI 3ffb J

“21 POWERFUL WAYS TO CLOSE A SALE”

"I listen and I forget, I see and remember, I experience and I understand" - a Chinese proverb

As I have attended the John Calub seminar last week, I came to realize that as a marketing graduate, my knowledge gained from the University is really not enough compared to the knowledge that  I will be learning after school. And thru joining such prestigious seminar of John Calub, I can feel that I am rich....Rich to the power of knowledge…

                Here are the important things that I have learned during the seminar:

Selling- is the ability to make known of your product or services to people, it is creating the desire, opportunity and interest.

Professional Selling- is creating the best interest of the other people, achieving the visions which are the customers or the clients. Making your customers, your greatest priority.

The Sales Processes:

1.       Prospecting

2.       Contacting

3.       Qualifying

4.       Presentation

5.       Handling Objections

6.       Closing

7.       Referrals

SALES SUCCESS PRINCIPLES

1.       ASK, ASK, ASK

So much to gain, nothing to lose. (magtanong ka! Walang mawawala kung magtatanong ka!)

2.       REJECT, REJECTION & FAILURE

Rejection is not a person it is just an event. There is no such thing as failure, it is just a result.  If facing some rejections from selling, don’t just quit… just let it go.

Remember the 4SW’s:

                SW-some will,

                SW-some won’t,

                SW- so what?

                SW- someone’s waiting!

BUYING SIGNALS

ü Watch out for buying signals

a.       Verbal Buying Signals

Ø  Asking a lot of questions-interested to buy

Ø  Slows down the face- satisfied with the product information

Ø  No reactions when you already write something on the order or reservation form-

b.      Body Language

Ø  Leaning slightly forward

Ø  Sitting on the lid of chair

Ø  Cross hand/ cross legs body languages

Ø  Hands on the elbow

Ø  Head scratching

Ø  Head noggin (affirming)

ü When asking the final decision.

Asked question then listen. (Shut up!)

“He who asked the last question is always the person who controls.”

HANDLING OBJECTIONS

“OBJECTION is simply a request for more information.”

A.      Feed it back – repeat what the customer says. The customer will trust you if they will know that you are listening. “Lowering the defense wall”.

B.      Isolate   -- Identify exactly what the problem is. Like price or location.

e.g. “Yun lang po ba ang problema?”

C.      Agree –“The customer is always right.” Customer’s natural reaction is to disagree, if you do not agree, this for sure will causes an argument.

D.      Probe— Asked the customer of what makes them disagree.

e.g. “Bakit po ba kayo namamahalan? Base po ba saan yan?

E.       Answer—Presentation materials, evidence, facts, example exhibits, statistics, product study, testimonials.

F.       Confirm—if you have already answered his objections then you have to ask them if they are satisfied with your quality explanations.

Test Closing Questions

1.       Tie Down – Demands “YES” answer. Don’t asked question for an open-ended answer.

e.g. “Kahit naman po mahal sa amin, kita naman po na maganda talaga yung service, di po ba Sir?”

2.       Inverted Tie Down -- Placing the tie down question on the beginning of the statement for more warmth.

e.g.  “Di po ba Ma’am, maganda talaga yung unit?”

                3.     Alternate Advance—a question with two choices of answer but both can give good benefits to the company.

                4.     Involvement Question—identifying the hot or cold buyer. Find a question that you can be sure that your customers already own your product or services.

                5.       The Porcupine-- a question with a question to keep control and lead to your next close.

                6.       The Sharp Angle -- the question that gives gratitude.

CLOSING

It is about helping the prospect in making decisions that is good for them.

“Closing Paradox” - opening a new income for your company.

CLOSE THAT SALE!!!

                Reduction to Ridiculous – Breaking down the amount to inverted terms to get the daily amount.

                                e.g. Instead of giving the customer the huge amount of total lot price, give them the computation of monthly terms. (Monthly amortization)

                Oblique Comparison – Give an idea of something the buyer can do or give up in doing for that amount.

                Positive Reframing – Shift back prospect attention and focus to the benefits.

OTHER POWER CLOSES

Ø  Bring in the brass – Bring in someone in higher up authority from your company.

Ø  SPECIAL PROMO – Presenting the promo’s at the last stage of selling.

Ø  SOMETHING OR SOMETHING – Present the final decision and follow up alternate of choice.  (“asked questions na walang lusot”)

Ø  FORCE ERROR – Always bring a reservation form.

If the prospect corrects you, it’s a positive sign. If they resist you to write his name, then better keep your reservation form.

Ø  PROS AND CONS – take a paper and pen then work together with your clients on determining the pros and cons.

Ø  HIGHER AUTHORITY CLOSE – Choose several clients with much success.

Ø  APPEAL TO PRIDE - – Paint a picture of the prospect occupying a place of pride.  Show the best of your presentation at the end.

Ø  FUTURE DATING – if the customer is not ready to buy your product then pin his name, number and address. Then make a follow up some other time.

Ø  DOORKNOB CLOSE – 5% chance/Grab. Make a little drama if you can’t really make a sale. Asked something that the customer will be affected from. Because according to the survey, 80% of the Filipino’s affects when they turning something or someone down.

Ø  APPEAL TO EMOTION – Use the Emotional Intelligence Theory.

ELLA S.A. Paterno

A/R Assistant

“STANDING TALL PENGUINS”

"I listen and I forget, I see and remember, I experience and I understand" - a Chinese proverb

                   Let me just share you what i have learned about this blog... It's really inspiring...  :)

             Courage, Strength, Attitude and Determination. It is all about the “human spirit”. The inflatable penguin toy who waves their body along the road is really an attention seeker to every people who passed by. And as it was post to our blog, the message was fully understand and appreciated...

            Have you ever wonder why the inflatable penguins stand still even if it was pushed by wind or by hand? How it never falls down and how it keeps the balance? “SAND”... it is all about the one fist sand inside the toy. It has the gravity that controls the movement. The inflatable penguin reflects our human spirit. That, what matters most is our inner attitude, our courage, our determination and our strength to stand even in our darkest and deepest downfall. That we have to create our own “sand” in ourselves. We can stand tall and nothing can harm, beat and defeat us because we know to our selves what we know, what we have, what is within us and what we can do. Those like every inflatable penguin along the road, WE CAN STAND TALL!

Ella S.A. Paterno

A/R  Assist.

Trainee Journal (ESAP)

"I listen and I forget, I see and remember, I experience and I understand" - a Chinese proverbs

Trainee Journal (ESAP)

Trainee: Ella Sta. Ana. Paterno

Position: Accounts Receivable Assistant

Date Hired: May 28, 2012

               

Trainee: Ella Sta. Ana. Paterno

Position: Accounts Receivable Assistant

Date Hired: May 28, 2012

                 
         It’s been forty-eight days since I was hired at Bereavement Provider’s Inc. At that moment I felt so empty and so naïve… In a sense that I am afraid to push through and be with this company, it’s all about the what if’s… What if I can’t easily understand and cope up with my new job? What if I can’t handle all the responsibilities and obligation? What if I can’t do to justify my position as the A/R assistant? What if I can’t make it? But as the days goes by, I find myself enjoying my job. And now it feels like I’m not working at all and it’s just like part of my living. And now, I can’t imagine how I, myself grow and have all the knowledge and behavior with me. Knowing that all those knowledge are all mine… it makes me feel so proud of myself and very grateful to this company especially to those who shape me inside and out. Let me share you some of those learning’s.

“ATTITUDE IS EVERYTHING”

 I have learned that you are not you if you don’t have a good attitude, you are not successful if you can’t have it, you are nothing, if you are don’t have it.  Success begins in the mind, it is said that it is the window to the world; it is the way to success. We must always remember that success comes from the inside. In order to have it, we must watch our words, “I listen and I forget, I see and I remember, I experience and I understand.” And one more important thing is to stop complaining whatever circumstances there is. I have learned to associate with positive people to confront your fears and grow to get out there and fail and networking that gets result should always deliver.  

“Time management” is important not only on the job but in every aspect of living. It is proven that in the first step in learning is how to be better to manage time is to analyze how it is used. In a world where people are to varying degrees dependent upon one another, how other manage their time can greatly affect how we manage hours. Whether waiting for a slow clerk at a checkout counter for someone to complete a task before one can start, other’s wasting those affect our use of it. Often asked..Am I doing it in way that I think is the best? Am I using the time to get what I think are the best result? Should I change? If yes how should I change? Should someone do it? Should it be done at another time, or in another place?

The best of what I have learned is the art of loving what you do, and doing what you love. “Hardwork, hardwork, hardwork! Workhard! And keeping your word!” these are the secrets of success. I found myself having the drive to keep my job as perfect and as finest as I can. 

Branding

"Name, term, sign, symbol or design, or a combination of them intended to identify the goods and services of one seller or group of sellers and to differentiate them from those of other sellers. This is how I define branding before I came at Holy Gardens. Not until this company interpret the real meaning of branding to me…  I have watched a video from the blog, the Dove's "How Real Men Surprise their Dates" In a special Valentine's Day surprise, a group of men accomplished the unexpected by showing their wives, fiancées, and girlfriends just how much they care. With a little help from Dove Men + Care Deodorant, these men got to sing their hearts out to their loved ones without so much as breaking a sweat. This is how they do the branding…A promise of an experience for the customer for the product or service.  More than the communication, the more important for branding is the supporting behavior/structure, and implementation to deliver the promise. It is all about creating a powerful story, it is going beyond the expectation, it a visual representation of the product or the services offered. It is the matter of Identity, Behavior and Execution. A brand needs a heart, a main value. Brand strategy is also a public relation.

Branding is the tip of the iceberg. Unique, Story and Message… these are the components of branding. Holy Gardens will use these branding though our contact points…. Tributes, Interment, Tripping, Golden moments and though after sales or service feeds.

You must have the GDP:
Growth -  Brand extension, differentiation of one brand vs another, sponsored brand
Direction -  local, regional, global
Protect -  brand must not die -  they die.  Companies must revive and spend on the brands, or recreate them to keep them alive

There are Cs in Communication

1.      Conviction – it is to Persuade, to induce and to believe by appealing to reason or understanding and to convince (accept and belief)

2. Commitment – to keep all your Faith (put in your heart)

3. Conversion – Application (put in action)

OTAC

On Time And Complete!

Must consider the 5w 1h.

It means, you have to be thorough and must have to look at the totality and his picture. Must used the body, the brain and we must think thoroughly what could how wrong.  And the counter measures.

3 FOLD DUTY OF EVERY EMPLOYEE

The Diligence –It means persevering, hard work, exceeding expectations, being a no limit person.

The Obedience – Is doing what is ordered

The Loyalty – A faithful adherence to the company, product and officers.

Engagement Process in Communication

1. Focus – Concentrate on the topic, no hindrances, announces house rules.

2. Attentiveness – Presence on mind, mentally alert, pay attention.

3. Reverence – Show respect to our subordinates, patience and humility.

SIMPLE SECRETS OF STARBUCKS

                                              M—Make it your own

                                              E—Everything Matters

                                              S—Surprise and Delight

                                             E—Embrace Resistance

                                             L—Leave your Mark

Make it your own-deals with the confidence in doing it but ask if we don’t. Do it your self (DIY)

Everything Matters-Everything we do affects the company because we represent the company.

Surprise and delight-it is the customer’s attraction. The joy, the satisfaction and the loyalty.

Embrace Resistance and Change-Turning threats into opportunity. Make a unique change.

Leave your Mark-Life Do something worth full… makes yourself to be remembered by others. Do something different that will make you who you are. That will leave a mark.

Learning

 AM Meeting report

Learning from Holy Gardens Memorial Park Bulletin post: Book report slideshare.

We will keep abreast of the world’s best practices. We will learn one new thing a day.

ž  READ!
READ!
READ!

ž  Learning

ž  OBSERVE!
OBSERVE!
OBSERVE!

ž  LEARNING

THE KNOWLEDGE SEARCHING…

Learning is acquiring new knowledge, behaviors, skills, values or preferences Human learning may occur as part of  Education  or

  Personality development.

ž  Personal Masteries

a)    To think

b)    To intuit

c)    To feel

d)    To do

e)    To communicate

f)       To lead

g)    To be

How to learn…. : 

 Start the topics with the

 Knowing of:

1.  What - What is it.
2. Where - Where we using it
3. Why - Why it be use.
4. By whom - By whom using this.

Problem Effecting Learning Process:

1.  Poor-physical conditions Mental fatigue Illness-of the learner.
2. Unfavorable environment. .
3.  Distraction of attention.
4.  Lack of interest.
5. Absence of motivation.
6.  Complexity of task.
7.  Undue attention
8.  Picking up a new method of work in place of the old one.

Strategy vs.  Tactics 

Ella's Report (my report)

 Good strategy is not without its challenge.

 FOUR MYTHS OF STRATEGY

 Myth No. 1: Content Is King

Myth No. 2: Consensus Equals Success

Myth No. 3: Exclusion Is Efficient

Myth No. 4: Communication Creates Commitment.

 What to do next:-In order to have the implementation of our strategies… both marketing and managerial strategies, we must challenge our selves to strive hard and me, as in the position of accounts receivable assistant, must have the eagerness and the drive to motivate the people within the organization especially in the SBU to be more competitive in collections and sales.

• We should also be more cooperative in building ideas and imposing those that will create good strategies and tactics. We must be very observant of the competitive worlds. So we are aware of what’s new, what’s in and what we will keep abreast upon.
• We must be very vigilant in hiring and training people. As what I have learned, it is not about the finding the perfect group size, it’s all about gathering together the right people Each of us must get anything important done. By replacing a bad habit with a good habit, in order to have the balance needed to be successful.
• The substance of the strategy must be composed of realistic objectives and the most accurate and valid information. In their quest to create a strategy that can credibly stand up to the scrutiny of these criteria, companies often employ outside experts, such as consulting and marketing firms, to analyze, research and bench mark their industry, competitors and markets. They use tools such as a SWOT (strengths, weaknesses, opportunities and threats) analysis to help create objectives that address both the past performance and current circumstances of the company.
• In the eyes of many leaders, the ultimate level of strategic plan is simply consensus. Everyone in the organization must have the understanding their shared values and goals. There must be a broad agreement on all issues, decision

Turning adversity into success 

Ms.Anne's Report

1. Adversity. Triumphant people know that not everything will work. Accept adversity, And move on.

2. Fashion a new dream. Set big goals. Decide where you want to go and how you will get there.

3. Sell Your Vision. Restore people’s faith in the future.

4. Share Your Dream. Developing a team of a alliances that you can turn to in tough times.

5. Focus.Focus.Focus. Know what you are able to do. Find the difference between what is important, and what can wait.            

6. Start Now. Push yourself outside of your comfort zone.  Set goals that are specific , and break them down into manageable parts.

The First Follower Make the Leader

Sir Arjay's Report

• A leader needs a guts to stand alone and look ridiculous. The leader must be easy to follow.
• It’s not about the leader alone, it’s about us. Being the first follower is an under-appreciated form of leadership. The first follower transform a lone nut into a leader If the leader is the flint, the first follower is the spark that makes the fire.
• The second follower is the proof that the first follower done well. The new follower emulate the follower, not a leader. As they grow, they got a momentum. Proof that they got a movement
• When you fine a lone nut doing something great, have the guts to be the first person to stand up and join in
• Biggest Lesson is: “ Leadership is over- glorified ” “ It was the first follower that transformed a lone nut into a leader “ “There is no movement without the first follower”

 Knowledge is Power!!

Knowledge gives Edge!!    

God Bless Us All!!!   :)
ESAP