Mr Smith: "Ah, good morning. I bought one of your K

History of ISO 9000
ISO 9000 grew out of BS 5750, a standard published by the British Standards Institution (BSI) in 1979. Initially, it was used only in manufacturing industries. ISO 9000 is now employed across a variety of other types of businesses. It is a set of international standards of quality management systems. ISO 9000 has been accepted by more than 100 countries as their national quality assurance standard by the end of 1997.The hi

If a company is bumping along with the same profits year after year it often lacks one or more of:

• strategic growth plan
• marketing plan
• appropriate sales approach
• project scheduling
• monitored customer service
• Unplanned operational processes

Missing just one of these leads to wasted effort for the whole company. Sometimes with costs that are hidden by "just doing business."

For example, think of Mr. Smith ringing to report a problem with the tap on his bathroom suite...

XYZ Customer Service Agent (XYZ CSA): "Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "Ah, good morning. I bought one of your K

Salary, Raises, & Perks: Negotiate to Get Paid What You're Worth
Salary negotiation requires preparation and good timing. It’s important to determine your salary needs and research the market value for the job you want. Timing is critical for negotiation. Discussing salary requirements too early in the interview process can jeopardize your chances of getting the salary you deserve. Failure to negotiate could result in losing money.Market ValueThe negotiation process begins by det

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appropriate sales approach

project scheduling

monitored customer service

Unplanned operational processes

Missing just one of these leads to wasted effort for the whole company. Sometimes with costs that are hidden by "just doing business."

For example, think of Mr. Smith ringing to report a problem with the tap on his bathroom suite...

XYZ Customer Service Agent (XYZ CSA): "Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "Ah, good morning. I bought one of your K

Promotional Gifts Are Not A New Concept
Promotional gifts are all time favorites. Shoppers across the world have always been enthusiastic about these promotional gifts offered by online shops, restaurants, hotels, tour and travel companies, groceries, etc, to feel that childishly crazy sense of satisfaction of getting something free of cost. Shops, restaurants, hotels, on the other hand, have very effectively met this unique need by keenly devising enticing marketing s

> Missing just one of these leads to wasted effort for the whole company. Sometimes with costs that are hidden by "just doing business."

For example, think of Mr. Smith ringing to report a problem with the tap on his bathroom suite...

XYZ Customer Service Agent (XYZ CSA): "Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "Ah, good morning. I bought one of your K

Franchisor Founder Leadership Issues
One of the hardest types of companies to run is a franchise system. This is because the founder of the franchise company must be a caring person and care about the success of their franchisees. But at the same time they must also be tough love and act much like a parent. On one hand they have to act like a grandparent and provide wisdom and leadership for the franchised outlets and on the other hand they must enforce the stand

hink of Mr. Smith ringing to report a problem with the tap on his bathroom suite...

XYZ Customer Service Agent (XYZ CSA): "Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "Ah, good morning. I bought one of your K

Are You Pulling in the Same Direction?
am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside.When fragmentation on the inside is experienced by customers on the outside, real trouble is brewing for the brand.My student, KP, bought a new notebook computer at his nearby Mega-Mall. He was already brand-loyal – this was his fourth computer in a row from the same company.The note

"Hello The Sunny Bathroom Company.How may I help you?"

Mr Smith: "Ah, good morning. I bought one of your Kon-Tiki bathroom suites and you installed it for me last week. Unfortunately one of the taps doesn't work and we didn't realise until your plumber left and we couldn't get hold of him to ask him to come back."

XYZ CSA: "Oh that's a shame. Unfortunately I don't do the scheduling for the plumber so I've no idea when he can get back to sort it out for you. I'll ring his department and find out a time and ring you back?"

Mr Smith: "Great thanks"

XYZ CSA then puts the phone down and starts to no