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    9 views2 pages

    Nghe Unti 8

    Uploaded by

    naldo Ro

    Copyright:

    © All Rights Reserved
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    UNITS CONSULTANTS —__ ‘cb2 TRACK At (= INTERVIEWER, PS = PETER SIRMAN) 1 Whenyoute advising company on ts opesional eicincy, what ar yourtst steps? 5 Lecme start defining what we meanby pertons Sa, weceferto ‘order to cash un, meaning the point fom which an orders placed by a cutomes though tothe point at which that oder ers delivered othe “toto and ans pad forthe prot Soha’ he domains which swe opesting ‘Un thet thing we want odo ft understand wht ti um, the company shouldbe delveringto its cestomer and how wel theyre ‘ctl delivering, Un, andl we un- we try to understand that through series oftechnigues and methods andl give you an overview of those ‘Un, the ft thing operations allabost serving customers 50 we veto sartby understanding whats tht the cstomers wa Es we ‘want to besure that were deinering service they vale, a rod that ‘hey ike and that ha’sbing dane every ime, o tothe right level of sual So westartby talking to customers. And thos, um, conversations willbe ‘uit detailed, heylbe uit pectic about, on, the the featres of he roc that he customer values Whats it about the service that ven {othemthat they ike? What sit that they dont ike? Notinasort of very ‘broad general sense bt in quite detailed way, so that we can ake those ois few backto our client and and we ean se tat information shape the way that theyre delivering services and products, (2 TRACK 42 (PS = PETER SIRMAN) PS The seaond pint sthst we then wantto understand the work thatthe companys doing to deliver those services and products Um, we use technique called vale stream mapping’ un that many peopl willbe familiar th butt looksat the complete proces tal ofthe activites reid to deliver the sevice or product, nked togethers that we can See um, hw the whole organisation i working together am, to deliver those services. ‘Un we then tat to analyse the workin more detail wee intrested Inthe amount of ime tat ach step takes um, wee intrested in eves cofquality teach sage ofthe proces; we want to know wher things go ‘wrong wy they go wrong we lokstall othe work that done, inthat proces and we ask is this work vauableto the customer? Is ths justntral buresucracy? Are we doing things twice or three three times and not ang value to the customer Un, so that we havea el understanding ofthe ciency wath which services are dlr in ems ofthe gual he cost uma the deveryefetveness of hos services (02 TRACK 49 (= INTERVIEWER, = DETER SIRMAN) 1 Andonce you've leamed about how the company operates, what are your nensteps? PS Wall we move quickly into tring to redesign the work. The, the client companys interested in the solution ater than along diagnosis So pas oneisall abuthelpngto understand wha going wrong. The Inet iia coming witha beter way of doing thingy: Un and this isallabout applying reativ techniques to mpeoving the way that the work sdlvere. And again this where the input fom the customers is Partclry important I helps sto reshape the way tha the services and products are defined and the way theyre dlivered. Well very often say to ourclens: “Thee are things that you shosld top doing because your customer docs not ale them at al andi waste of people's tine and ‘money! Or-Therearethngs that you shou do diferent. ‘U3 thats tating pot Wes, we look at service features; we look atlead mes; we use um reduced ead ines aa diver for efficiency in {moganistion. So for example a caster wants meting within ‘one day instead ofthe four days that’ curely taking wel hy that, ‘nr ea target and ay, Our target ito dag» proces that allows ‘so deliver to castomerswithina day Howare we ping toma hat ‘othe the, our second step hereist identi the drivers improved performance, which might, si ead time; tight be about kving costs down it might be shout driving quality up. (2 TRACK 44 (PS = PETER SIRMAN) PS And then we starto redesign the wor, ata deta lee um to ensure that we can delves um, improved performance. Andthat wilincde ‘aking oo unnecessary steps Irmight ince looking and saying. Jookingat particular set of ctivites an saying, Wel this s something you cou outsource because anathes company ean do this cheaper or eer than you! Un, we mightookatrestractringthe company t siping ts structures thatinstead of having ft ofa sts um, ‘we consolidate into ler st to increase efciency. we might ook atthe management inextructue; the way tha people ace managed the ‘way that er targets are set and performance indicators are used to try an help managers get better understanding oftheir pecformance and therefore to help chem impeove ther performance. So we look ta wiole ‘ange of things within wate refer to asthe management system all of ‘the activites and infvencesin a company that affect performance ‘Um, an then during that proces, wel wel an a sees of workshops and meetings with cient taf am, and during that proces we tart 0 ee Anew design evolving fom allof thse discussions andl ofthat ana ‘Um... Untilwe gradaaly come up with consensus around somthing that we thinks going to be better Ur, and at that stag, we start ooking, atthe business ate and building strong nancial case fr making the ‘changes that wee recommending. (COD TRACK 45 (|= IRENE, K= MR KHILAWALA) 1 So, MrKinlawala. was wonderingifyou could delves um, abitsoonet, Sooner? Hove much sooner? 1) Ideally ornight sooner Asyou know, we've Been doing buses now fora yar so wed expect your usual standards ofcourse!» And ume Ihope that wouldnt er change you prices or anything .. OK, maybe ‘wecouldtalkalitle about terms of payment a this point? ‘We could deliver sooner, provided you paid in cash ‘Cash? suppose I could look nto it But Tid have to checewith ny supervso ist. Your supervisor? “Thats ght You knows John. ‘MeJohn Himona? Ive never met him, ‘hye wel hed eve to confi he pyc ern you se. fad on thave the suthocty. Mmm. Some more tea? Don't mindifl do, We've had 60-day credit terms to date as ou know ‘Butlate payment reo good for oar cashflows if have to check with xr manager in he warchouse ‘Noproblem, K What ifwe delivered one week carer and you ave us, sa, 0-day zed terms? How doe that sound? 1 Thirty day credit [think that shoul be do-able Leave itwith me. see what Lean do, KC Thwaittoheaefomyou thes, ene. Orvwll hate fm John Himona? (CDP TRACK 46 (C= CLAUDE, K= KEVIN) ‘Hellot How's busines, Kevin, my end? "Not, not bad, Claude. But now that you mention it Iwas talking to ‘oursles team the other day Allgood news Thope ‘Actually stseemss couple ofthe products areit doling that wel, Ym sorry tohear that Which ones would those be? ‘Well you know I've mentioned histo you before ~ the tal, baby leur power Batinmy country itsane ofour bestsellers! know: Itmight do beter ifit wast ina SOD-gram container Butt the Invenderbody spay that sa real no-go (Our vender eau de cologne? I dont believe ‘Tmsorry, but chinkour customers tend to asocate that kind of sll with . wel ther grandmothers or somthing ‘Are you saying itsmalle old fachoned? Ex yes. So, we were wondering whether youl be abe to send ws some samples of you hove ean Iputit render products “render? ‘More hip you know? Eaudecolage foe hip-hop fans? No ‘Do youmaan a pur wit echnclogia note? Notexcty mean modern ls ofthe old ladies. More col? Ye! Sure. Ivebrought some new samples with me Try this, What dos that remind you oft dunno, Tangernes? Very good. Citricbase notes witha splash ergot and, um, how do youtalit,a dash ofcinnamon. a guite strong, isi Torstrong-minded British ads. And economical too, Really? Really! Now, our usual price 10 euros pr 0 milites. Bat for yo, were oferingitatnine euros iffy! That fie-per-cent saving Kevin. ‘What would yousay oa 10-percen discount! ‘Ah, youridea hard bargain, Kevin, 477 Sony? (Ob [mean you drive hand bargain ‘Sa dawe agree on nine euros pr bot then? Sore Ifsabmay god doing busines with you, Kevin. eave you these five samples And you'l putitallin writing, won't you? K Consider ita dea. Take care, Claude! Nine euros per bottle. Brilliant. Hangon,thiisa 30-mllitre bot! (CD? TRACK 47 (SS = SUNIL SUKKAWALA, C= JEFF CARSTENS, ‘AK = ANNABEL KUPER) ‘55. So, yousee, we sa mobile phones were only availabe forthe supersich. ‘Weve invested milion in India building fll-cale networkand started seling pre-paid mobile phones that cos just 15 US dollars. Je And doy think you can ella phone at 15 dollars an sill make money? ‘SS Abwolitely: Wesubsidse them, ofcourse, but typically weave a three- ‘month payback on one sibs. understand most of your customers are prepaid Mr Sukkawaa Yes about 90 percent of oor estomer bases pre pid. But in wealthier cits like Deland Mums abou 60 per cant four customers are on How interested are they in the test handsets? ‘Well people might not oa a car, buthaving the atest mobile phones verysmuch astatue symbol Ande South Aca? Bascally we okt opportunites where exiting operators are under- Serving the population. And we se alot of opportunities in South Aca. ‘Our goals toimplement anew mobile network here over the next 120 1S moaths. “Twelve months? You mean in time fr the World Attics Championships next year? Encl “Twelve months? Thats going tobe a challenge. “es andi also gong to bea great media opportunity. ‘Thearyou arebigsponsors of ricket and sprtin general Absolutely ‘Wal think Boj-telis in a prety strong position. Ive ead your anual roth ate hasbeen over SO per cent. “Tati. ‘Un, by the way thought we were expecting Mr Bj) in today's esting? [Ant That mast be him none Excuse me Ye? «Twenty minutes? letter know Bye Me Baja? ‘ex Hewndehi apologies Hechen having lnch with er, some important people, Hell bs herein 20 minutes. Me Carsten you sid ‘utes there could be objections fom the government? Yes, possibly. / More than likey [AK But we ate hoping thats mobile operator from India would stand more of ‘chance than some ofthe othe foreign operators. 'SS_Ah!My gueston i Mr Castns is how can Hetings com Consting help usin the poll arena? Je. Waller my partner Andrew Hetings, has one or two wallace $5 “Thats goodtohear Actually Iwas wondering whether we'llbe mestng Me Hating ster Je. Oh, aad Andre savy on business. Hell be hack Friday. ‘SS That pty! Mmm, maybe we could atch up with him atthe weekend, then? Oversome cricket, peraps? Do you enjoy cricket? Je Actually, mmore ofa rugby man myse [AK Imabigerichet fan! ‘SI Realy?/Youare? JC Salm ake ast break? Fike ogi Andiowa al Anna woul youmind, er». checking upon the eteshments? AK Refreshments? thought lunch was... Oh, yeah got Bz a am BR BA RAR RRRERE UNIT 9 STRATEGY ‘COB TRACK 1 (IMS = MARJORIE SCARDINO, |= INTERVIEWER) [MS We decided long time go, may 10 years ago that, um asamedia ‘company, we were devoted 1 content, to high-quality content, but Content was never going abe enough on its own. Um, we felt that we had tad services to tha content to make more elpal uses So ‘we aed technology in most cases, We added diferent ways for our ‘ustomers toute that content Un, fyou are acid studying math, we ded new kinds of nteractive tools frinstance Those kindof things have changed our strategy And now; mach ofwhat we sells dg, ot lghally enabled in someway | How do you develop and communicate strategy ina large multinational ‘nga ike Pearson? [MS Westar withthe idea that you have to communicate more than strategy. ‘You have oft communicate what the company’s oals are and what itsvales ae Un and that for ws hs been the making of ur cute, think. And I think the best companies do haveastong culture Sow ‘have tried to communicate our. gal fist and then oustrategy for cheving those goals, Um. think Thave to communicate diet with trerybody. Pearson has 3500 people init But try to. and andthe Titeret allows me to do tha, so Try to writ eters to everybody every time I think theres something important to say. And the people who run slifrent parts of our company ty to do the very same, communicate lect with the peopl they work with, ‘And we try though not always do we succeed, but we try to communicate inacolourful way batin.a imple snd, um, dven-to-earth way, that tveryone feels that wee allan the same plain And think that ely helps to communicate the strategy. elp to communicate cnthingt ‘you communicate tin simple words, ia lar language so that everybody ‘understands (cD3 TRACK 2 (MS = MARJORIE SCARDINO} [MS Our company’ goal isto help individuals make progress in theives through education, And thas powerful gal Buti allows everybody tobe able to get ou fbed ready todo something ager than themselves So the strategies that help us to accomplish that goal are the ‘ones that excite me more. Um theye bigger thinking strates. Tey ‘tc dings about hove pou change the world hoe you snBuence maybe person by person or maybe in large schools or on countries. How {ou deliver education in away that sabe to teach every person in is ‘wn waysin his own tie, Thote are the suatgis that we're employed tox, move our edcation company along, (cos TRACK3. 1 Whenit comes to quality the company most admires the chipmaker, Intel. Theyhave about 80 per cent ofthe words PC microprocessor market. Like Appl, they jst kep innovating ltl has just launched a Salley faster, more powerful chip, Every yea, thei goaisto introduce ‘ew cutting-edge prot. ntl calls this ts ticktock strategy (csTRACK A 2 Timabig an ofthe Spanish supermarket, Mereadona, Un, thnk their strategy hasbeen to offer quay produce ike fresh frit and vegetables, land develop thei own brand at competitive prices. They say they source direct without any go-betwsens. Um the business strategy scaled ALD ~ that stan or Always Low Pics, What relly impresses me, *hongh, the way they teat their employees. The company website sys they regard workers as their second print afer astomers and offer all fof them permanent work contacts. From what lean seth that’ true from cashiers to shelf packers everyone rend and helpful and thre doesnt seem to bea hgh staf turnover That's something you don't alwayssce in lot of supermarkets ‘cosTRACKS 3 Tsay, Toyota any day. Why? Forts product quality customer careand ‘corporate citizenship. I've been eading about ther company philosophy, {nd twas Taichi Ohno who developed what known asthe Toyota ‘rodoction systert: Ohno believed in producing perfect gods and said, Ifa machine not producing perfect goods, iis not working Now ve driven plenty of American models but the most reliable cars I've ever hd have allbeen Toyotas IFT want to pop acrss town, might take my

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