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Maset News
Volume 61  April 30, 2006

Introduction
Message From Charles Loew
Comments From Our Readers
New On The Maset Web Site
Tips for New Employee Integration
Tips from Our School for Managers
One Liners
Feature Of This Issue
Coming in the Next Few Issues
Housekeeping

INTRODUCTION:

Welcome to MASET News. A monthly publication dedicated to the communication between MASET and our many interested friends, customers and potential customers

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MESSAGE FROM CHARLES LOEW:

The feature article "No Wrong Door" by Ron Kaufman is a surprising revelation of how one government has been able to reverse a very negative relationship between the government and the citizens it serves. The same methods can be effectively used in the business world. Can you apply this concept to your organization? The outcome may surprise you.

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COMMENTS FROM OUR READERS:

No feedback received this month

NEW ON THE MASET WEB SITE:

New additions to the web site will be available shortly.

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Tips for New Employee Integration
Provided by Orientation Passport

TIP 25: Tools to Become Productive
Identify questions specific to their particular job through interviews with previous hires in their job class.

TIP 26: Celebrate the New Hire Joining Your Organization
Place a welcome note/picture on your corporate web site.

Visit the Products and Services describing the Orientation Passport

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Tips from Our School for Managers
- by Andrew E. Schwartz

TIPS TO ASSIST YOU IN - PROBLEM SOLVING - GROUP DECISION-MAKING

Many managers feel they are well-versed in areas of group effort such as problem-solving, goal-setting, and action planning. Frequently, however, the implementation of such techniques never seem to progress beyond the initial stage. Often, this is because managers cannot quite seem to understand that brainstorming or group decision-making requires comprehensive utilization of various processes. Managers may unknowingly find themselves perpetuating problems instead of solving them.

This link will take you to some of the workshops offered by Andrew E. Schwartz through Maset LLC.

Copyright A.E. Schwartz & Associates, all rights reserved

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ONE LINERS - "To make you think and/or smile"

  • "Education is the cure for terminal ignorance. And it starts in the home." Chuck Muth
  • "If you can't be a good example, then you'll just have to serve as a horrible warning." -- Catherine Aird

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FEATURE OF THIS ISSUE:


CULTURE POWER
"No wrong door."

By Ron Kaufman

A common complaint among citizens is trying to find the right government office to get help. A common complaint among civil servants is citizens who call the wrong numbers. To remove complaints for citizens, the entire government of Singapore has gone on-line with Directories, Site Maps and easy to follow FAQs. To remove complaints for civil servants, the government changed their point of view by launching a policy called "No wrong door." "No wrong door" means ANY citizen contact is to be welcomed and assisted, regardless of whether the citizen called the "right" number in the first place. "No wrong door" means whoever answers the call is the "right person" to greet the caller, listen to their needs, and guide them to the most appropriate person for assistance. "No wrong door." Three simple words that changed the point of view for every civil servant, and opened up the government to welcome, appreciate and kindly assist their customers.

Key Learning Point:

Rephrasing the way you look at service situations can help you make subtle but powerful improvements. Is that a difficult customer? Or a customer with a difficult situation? It depends upon your point of view.

Action Steps:

Find an area in your business or your life that frustrates, confuses or confounds you. Notice how your upset is connected to your point of view about the situation, not from the situation itself. Now choose a different way to think about what's going on. Change the difficulty into a challenge, and embrace it. Convert the hassle into an opportunity, and achieve it. Turn your upset and anger into sparks and fuel for making things so much better.

 

Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world's leading educator and motivator for uplifting customer service and building service cultures. He is author of the Uplifting Service and founder of UP! Your Service. For free customer service training articles and video, visit UpYourService.com

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COMING IN THE NEXT FEW ISSUES:

  • Many more "Tips for New Employee Integration".
  • Future tips from "Our School for Managers" will include topics in coaching, goal setting, time management, communication, delegation, and others.
  • Additional Products and service on implementation of Lean
  • Additional articles and workshops for Management Training

HOUSEKEEPING:

Removal from receiving MASET NEWS:

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Please use the same method if you have a change in your e-mail aLIress. If you would like to aLI someone to our mailing list, please use e-mail or you may directly aLI the person to the distribution on our web page.

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Comments about MASET NEWS:

We welcome comments from our readers regarding MASET NEWS, our web site, or inquiries for help to: Charles.Loew@masetllc.com.

Articles, comments and other valuable information from you, our readers will appear in the Readers Comments section.

We reserve the right to determine what will be published, but will endeavor to publish everything that is sent to us.

 

MASET NEWS
Copyright © 2000-2006 by MASET, LLC
Six Sigma™ is a Registered Trademark and Service Mark of Motorola, Inc.

can be reproduced by you providing the Copyright information remains on the copy. It may be used by you for limited distribution within your organization and among your friends and associates. It may not be sold or published without prior written authorization and approval by MASET, LLC.

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