maanantai 4. toukokuuta 2015

ON THE OTHER SIDE OF THE TABLE

During our Human resource management (HRM) course we students had an opportunity to be a part of the spring 2015 entrance examinations. Not everyone made the cut but I got the pleasure of being a part of the Haaga-Helia Porvoo Campus entrance examination process. It was an interesting opportunity to say the least. During our HRM course we planned some questions for the group interviews within a group and then the best alternatives got selected. Our teams puzzle got selected to be solved by the applicants.

There were two types of interviews we could attend. One was a group interview where we had to assess the applicants working inside a group. The other interview was an individual interview where there was approximately three people interweaving one applicant. I was a part of the individual interviews which was actually the one I would have preferred to be in. I don’t really know why I rather attend the individual interviews but somehow it felt a better fit for me. Even though it would have been very interesting to sit quietly and watch a group try and solve a question or problem within an assignment, when the actual point is to observe the applicants personality and way of working.

The reason I wanted to be involved in the process of the entrance examination for my school is because I wanted to know how the system works. I was intrigued and wanted to experience it myself. I applied to Haaga-Helia at the Haaga Campus in Helsinki, so I really had no clue how the entrance examinations worked in HH Porvoo Campus. I also wanted to learn something new and know how it feels to be on the other side of an interview or application process. I’ve always been the “applicant” until this experience so it almost felt powerful to see things in the eyes of someone who is actually “in charge” of someone’s future. We did have the opportunity to fail unsuited applicants which was a scary thought. What if I give points to someone who doesn’t deserve it as much as someone else? What if I don’t fail someone who obviously shouldn’t get in and takes the place of some who should? It might not had been that drastic actually but you get the point, intimidating isn’t it?
The day started like any other. Everyone involved in the entrance examination interviews met in a class. We had some salad for lunch and a brief introduction in what were we getting ourselves into. We split into the people conducting the group interviews and the people conducting the individual interviews. I was an interviewer at the individual interviews so my team consisted of two other interviewers.
After that we met with the team that was assigned to us, who with we should conduct the interviews. I was lucky to have such nice and experienced people to work with. It felt safer to be a little “out” and confused with the situation and even be a little nervous. We had 5 people to interview of which one was a no show. The time passed very quickly and before I knew it, the day was over and I was driving back to Helsinki.
Overall I think that the whole day went well. We had four very successful interviews even though I froze at one of them. I’m glad the people who were interviewing with me were pushing me to ask questions and were patient when I forgot what I was supposed to ask from the applicant. Mostly I did feel I asked good, valid questions and gave the applicants much appreciated insights about the school.
This was a great opportunity for me to learn recruitment skills, because someday I wish to be doing that in some part of my future job. It is so wonderful to meet new people especially when they surprise you in the most positive ways. It was inspiring to see so motivated people do well on their interviews and I was sure to pick out some good points from them for my own job or other interviews for the future. I’m grateful for this opportunity, it was fun and I hope to be a part something like this in the future.

sunnuntai 22. maaliskuuta 2015

EMPLOYEES AS THE BACKBONE OF THE COMPANY


 

This post is for my Human Resource Management (HRM) course. Human Resource Management includes conducting job analyses, planning personal needs, recruiting the right people for the job, orienting, training, managing wages/salaries and many more things.
I'm going to write about the role of employees in implementing the organizational strategies and reaching goals.


A companys organizational strategy is all the actions the company intends to do in order to achieve long-term goals. These actions bild up a company's strategic plan. Strategic plans are not done in one day. It takes a long time to complete, at least a year. This requires involvement from all of the company levels.
To develop a strategic plan inside a company you need employees who will build and help the company grow.  Employees are the core of a company and without them a company is incapable of improvement. Because employees are important for company development and it is necessary for the businesses to take care of them. A company must consider their employees needs  and skills for example, strengths, weaknesses, offer proper training for the job and information for the employees. If the company doesn't acknowledge the employees inputs for the company the employees are unable to improve their organizational strategies.
Also the employees usually wish to move ahead inside the company. Employees have goals for their careers same way as companies have goals for growth, development or income among other things. When companies take care of their employees and take them into consideration, the employees will do their best inside the company and may be able to get ahead on their career. This motivates the employees to work better and that helps the company to achieve new levels in development. If the employees are satisfied and motivated to do their best it will surely benefit the company.  
 


Organizational strategy means developing an organizational strategy for a business involves first comparing the businesses present state to its targeted state to define differences and then stating what is required for the desired changes to take place.
I read an article written by Lisa Bodell where she has strategies for employees to do for the development of an organization. Here are a few of the strategies.
1. Get rid of the time waisters. By shedding a few simple tasks, the business will be able to concentrate on more substantial opportunities.
2. Take an outside-in perspective. Proactively clarify what your customers need or want and what can you do to satisfy them.
3. Prioritize. Keep track of what's really important and what's not that necessary.

Some important personal skills that employees should work on for organizational strategy are leadership skills, critical skills and capability. It is important that the business provides the employees some factors such as performance measurement and constant information flow. Without the support from the business the employees are unable to help the organization reach new levels of development and achieve their goals.

lauantai 21. helmikuuta 2015

DELIVERING GOOD SERVICES AND INCREASING VALUE

 
In this blog post I'm going to write about how to increase value through good services. Delivering high customer value is at the center of any successful business. In today’s world the competition between companies is increasing. Businesses have to create a customer-centric mindset and offer more than just the product for the customer that they and all the other companies are selling. When selling the product it is important to offer the best services for the customer and this way create value of the product and the business itself.


"Start from the why?"
 
I watched a video (click!) where Reima Rönnholm from Palmu Inc. talks about services design. One of his main points is about solving the right problems inside the company. He also states that usually the solution is already there inside the problem. The main thing to understand about problems is that the right problems are more important than right solutions. This way services can fulfill the needs and goals of the customer. It is important for the company to help customers with what they want to achieve.





For companies to do this they have to start asking why instead of what and how. This way the company can create a better customer-centric mindset. The customers buying process can be compared to a story or movie. Rönnholm also points out that people don't want to use services, thet want to do something meaningful in life and above all live happy.

"We need radical innovations."
 
Rönnholm encourages radical innovations. In his opinion professionalism and specialist are dangerous. They block radical ideas because they know too much and kill the idea without trying it out. Rönnholm says we shouldn't be ex
experts, we should be generalists. It is important to experiment, learn, fail and try again so that the company can develop.

 




I searched the internet and found a few interesting links (click & click) about increasing and developing customer value with different strategies. Here are four tips that I combined from the two links I read.
 
1. SALES
Meaning sell more to the existing customers. The most basic tactics are cross-selling and up-selling. It is important though not to over use them and affect negatively on the customer relationship.
 
Here's an example from this article, (click!).
For instance, a company can also deliver customer value through down-sell and usage stimulation. Consider a Bank that, instead of sending more product cross sales offers, sends credit cards to customers and offers to increase in their credit limit. They know that, on average, when a customer’s credit limit goes up they will use at least some of that extra limit. This then is usage stimulation: same product, more sales.
 
2. LOYALTY
Go the extra mile. Look beyond what customers want. Increase customer lifetime value it is important to retain customers for longer. It costs less to retain a customer than acquire a new one. This is why it's meaningful to retain the right customers and to keep them loyal by keeping them satisfied.
 
3. COST AND DISCOUNTS
Simply lower the cost, give discounts and freebies to serve your customer. This also helps to keep them loyal. Reward the clients with privileges that other clients don't have access to. In ex. give members a 50 % discount compared regular customer who get 20%.
Lowering the cost can be done in many ways. In example, stop marketing to low value customers. Do not use your resources and continue to market for those who cannot or won't buy your products or services.
 
4. DEVELOP YOUR SERVICES
Constantly look for ways to upgrade your services. It's not enough to deliver excellent customer services, you may need to outsource customer service or develop apps so that customer can access your brand.
 
How would you develop customer experience and services to increase value for a company?

torstai 29. tammikuuta 2015

DIGI DAY



 *Photos from Google*
On Monday our Haaga-helia campus in Porvoo arranged a so called Digi day. The day started with everyone getting into different groups and getting a program for the day. I was in the "pink" group. (All groups got different color papers.) The Digi day was filled with different lectures and all the topics seemed to circle around one thing, digitalization. The lecturers had different opinions on how the future of marketing and sales is going to change because everything is getting more and more digital.

We live in a world where anything and everything can be accessed by anyone from anywhere. This makes sales possible 24/7 as well as getting a huge amount of information about the product/service. There is always someone you can call for help or somewhere to read information. In the end the customer might know the product as well as the seller. If you are thinking of buying something from the internet, you probably study the product and read information about it before ordering it?

 In today’s world you can't have a company or organization without a website or Facebook page, or can you? Being active and getting attention through social media is a must, to succeed in today’s world of business.  It's not enough to be skilled vendors and a good strategy, because in order to beat your competitors all the elements of digitalization should be in place. And even having these digital tools is not enough.To make it, you have to have something different, something better than other companies in the same market.
 As one of the lecturers Janne Mikkola says in his presentation "Be the guru of your own business and show it online." He also reminds the importance of selling skills which will be needed when finally meeting the customer. In the end when trying to be innovative with digital tools it's about getting new customers and keeping the old ones. It is important to customize every customer’s individual needs and demands.



 Companies and organizations want to offer more individual customized products and services for their customers. The thing that is important for the sellers is customer loyalty which follows customer satisfaction. The seller can collect data from the buyer, get feedback on every part of the process and then analyze it. This supports the business to develop and offer even better services and products for the customers. Technological innovations are making selling better and faster on a broader scale. New innovative tools thanks to digitalization provide deeper customer understanding and expectations. Customer feedback is the key to developing ones company and this way creating a sustainable relationship with the customer. Companies and organizations that effectively gather deeper customer understanding and leverage the deeper understanding to design and enable great customer experiences will be the ones taking the lead. 

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