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The path to scaling up excellence. You cannot ever relinquish the desire to excel. May it be small tasks or bigger

ones. Excellence should touch all aspects of your life.

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Scale up

“I don’t know how to pull up my team’s performance. It is doing quite well but, how to I draw it upto excellent?”

This is a question posed by many managers today.

What are the possible impediments in the path of achieving greater heights of productivity & excellence?

What deters your team from aiming for higher goals?

Here is what we found…

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Spreading excellence Managers today look troubled

because, they wonder how to spread excellence across departments?

When one eliminates bad behaviour that comes in the way of achieving excellence it automatically propels excellence.

Destructive behaviour comes in the way of the mindset that drives a company to excellence. Bad behavior leads to conflicts & distrust among people, which halts further actions & growth.

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Bad Behavior

Remove bad behaviour , which harms the productivity of the team.

Destructive behaviour like complacency, passing the buck, lack of responsibility, dishonesty, gossip, etc, have a greater impact on the organization.

Bad behaviour often overpowers good behaviour. So if an organization eliminates these negative factors the positive factors become effective.

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Work suffers

Ratan was heading the marketing department at Praxis Auto Parts.

He had conflicts with the procurement & delivery department, which he took personally.

He felt his team was being targeted by Rahul, the head of procurement & delivery department.

This lead to an ugly conflict that affected the sales & customer relationships.

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Taking ownership Excellence comes from ownership.

The belief that I own the company & the company owns me.

It is the belief that you have the obligation to tell others what to do & others too can tell you what to do. It is about creating a sense of mutual obligation.

Create an environment that demands excellence as you can’t watch each employee. Sometimes excellence fades away in a bid to expand. visit

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Schultz returns

In 2008, Howard Schultz realized that Starbucks had concentrated on spreading branches.

While the focus should have been exceeding customer expectations. So he called for 4 day conference at New Orleans to inspire & challenge employees to be personally accountable for everything in their store.

This was like a wave of energy that swept the team & the company saw profits rising there after. visit www.kamyabology.com for

best management ppts

Adequate first

Be good at what you do, provide the service that you promised the customer.

When you provide services promptly & accurately as promised, you retain loyal customers.

Instead of providing extra services, first concentrate on providing the existing services with efficiency.

Provide what is adequate, before aiming for excellence. visit www.kamyabology.com for best

management ppts

Give the best Maxis, a mobile service provider was

gearing up for a new service for its customer care department. Before launching it they surveyed for the feedback from the customers.

Customers were irate as they were asked to hold on calls for too long. This made them to switch to other service providers.

Maxis trained their staff on handling phone calls efficiently & increased the strength of the team. Customers were now happy & preferred Maxis. visit www.kamyabology.com for best

management ppts

Great memories

Whether it is good or bad experience, consumers always remember the best moment, worst moment & the way it ended.

It is best to maximise the good moments for the consumers, eliminate the worst moments & have a happy ending for them.

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Happy customers

Oasis Bank customers found it troublesome to wait in the long queue at the help desk.

Sumati at the help desk was overburdened & often lost patience over the customers.

The manager added another help desk & now the customers looked happy as their queries were solved promptly. Long waits were now not required.

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Most admired

In your team there are some members who are most admired & well networked.

Pull them out, tell them what is bad behaviour & discourage them from engaging in it.

Also, ask them to keep a watch on other members who engage in it.

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Target the influential Some team members in Kashmira’s

team had the habit of using their phones during the meetings, which led to missing vital points.

Kashmira pulled out the most admired team members who had this habit. She asked them to switch off their phones & ask others to do the same.

They stopped looking into their phones once the meetings started & requested others to do the same. Now, the entire team switches off their phones when they sit for meetings.

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Kill the curiousness

Kill the curiousness about the destructive behaviour.

Bad behaviour becomes attractive because, it is forbidden.

The more you try to implement rules to stop bad behaviour, the more it gets attractive & spreads in the team.

You cannot surely endorse it but, find ways to make it less attractive.

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Facilitate to quit bad behavior

In Shop Now retail store, the CD section had serious problems. Every month CDs went missing & the manager assumed it was the customers who shoplifted them.

But, gradually as Basant observed his team took CDs home. He found that due to a few team members the entire sales team had got into the habit.

Basant gave them the permission to listen to CDs during breaks & take samplers home. The team automatically stopped stealing CDs.

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Look into the future

When people think about their present position & don’t envision their future, they engage in bad behavior.

When you make them realize the consequences of such behavior on their future position, they will automatically get discouraged from it.

Ask your team members to think about their future goals.

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Role play

Grace beauty products faced a tough competition from another beauty retailer Beautic. The team of Grace beauty products was rude.

Its owner Rakhi organized a role play where some of the staff behaved like rude employees & some as customers.

The team immediately knew how it felt like being received rudely & why the business had slowed down.

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Daily activities

Concentrate on mundane, small, daily activities.

When your team’s attention shifts to these activities, the team starts to focus on doing them effectively & negativity is eliminated.

People don’t engage in bad behaviour when they concentrate on doing daily activities efficiently.

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Happy Customer

“Why are we facing losses & customers getting irate?” asked the Tanvir, MD of the retail bookstore, Bookshelf.

Tanvir put the challenge to his team, “Get down the costs & raise the revenues. Find out ways to do it.”The team started finding innovative ways to cut costs.

They organized the sections according to the customer preferences, watched shoplifting & concentrated on billing accurately. Customer centricity was back at Bookshelf.

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Signs of bad behavior

When employees fear responsibility, they prefer not to do anything

Learning stops completely at this stage.

Feeling of injustice: When employees feel that they are being badly treated, it perpetuates destructive behaviour.

Here you need to explain your actions & the reasons for change by being empathetic & treating them with respect.

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Signs of bad behavior

Helplessness: When people can’t stop bad behaviour, they get helpless & they shirk responsibility.

Casual attitude : A belief that no one is watching them, often perpetuates bad behaviour.

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Gearing up for excellence

When one eliminates bad behaviour that comes in the way of achieving excellence, it automatically propels excellence.

Excellence comes from ownership. Be good at what you do, provide the service that you promised the

customer. It is best to maximise the good moments for the consumer,

eliminate the worst moments & have a happy ending for them. Pull influential team members out, discourage them from engaging

in bad behaviour. Kill the curiousness about the destructive behaviour. Tell your team the consequences of bad behavior on their future

position, they will get discouraged from it. Concentrate on doing daily activities efficiently, as

this eliminates bad behaviour.

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