Understanding the customer

The results showed that 2 of the difference between vision and perception of service quality is there.

The primary difference is that a small difference is called the level enjoyed by more consumers are trying to show their loyalty to the goods and services provided . The difference is in the delivery of customer loyalty are different .


One of the important aspects of marketing strategy and marketing process is taking radical steps , television advertising , which is part of the promotion step .

Finally, some recommendations for improving the effectiveness of advertising and Rahkarmly the scope of services to be provided .

Introduction

Many advertising and marketing professionals seeking efficient and effective planning in order to advertise their goods and services .

Most think this is wrong , yet the customer, the goods or services purchased , there is no need to follow him , and it is this force is spent finding new clients .

Based on consumer evaluation of the product purchased ( after purchasing behavior ) is important from the perspective adept marketers .

Juran : Without customers there would be no organization .

Also today's competitive world , and service all commercial entities seeking to achieve greater market share , are using every trick to achieve their goals . It seems that everything is an effort to attract more customers in achieving the organization 's greater share of the market is more successful .

The assessment Shopping

The final stage in the process of consumer purchasing behavior after purchase. During this time, assesses consumer purchase .

If goods or services to meet consumer expectations , he is satisfied with the purchase , but if it does not meet your expectations , he will be satisfied with your purchase .

When purchasing a product which require high mental conflict or the people is very important or extremely high price of the purchased goods , buying a doubts as frequently consumers . These doubts, dissonance after purchase (Post Purchase Cognitive Dissonance) is called .

After purchasing behavior of consumers purchased the brand with other brands they have purchased , are compared .than advertised , and in this situation may be a concern .

The decision to purchase goods and services in these three categories can be better examined by the following factors :

▪ Consumer involvement ,

▪ Since the cost of a good or service ,

▪ The amount of data collected and the number of options (Williams L. Wilke, 2000).

For this reason, there is great competition in the service . We refer to the following :

• Low entry in an industry low technical threshold and fixed investment , compared with manufacturing industry is shown .

• Easy duplication of : Products , services and other implementation easily copied by competitors Myshvdv is sent to Bazarkh homogeneous and unique .

• Key manufacturing industry during the production stage , providing services usually needs more profits . Stages of change , particularly in marketing and service are adhered to according Znjyrarzsh .

Fierce competitive nature to continue providing services to improve service quality and a little gap between the expected value and customer perceptions of service quality can be established.

According to previous research done on the quality of service and the behavior after buying the following in common:

• Quality of Service and concept models on the characteristics and composition are Abadtmrkz (Parasuraman et al, 1988).

The concept of expected value :

With the intensifying competition and the growing trend of globalization, the role of the customer and the consumer , the consumer multiple roles , including :

Working on production lines

Cooperation in making

Cooperate in creating value

Cooperation in Development

And other benefits that are altered in situations involving the customer is more important than ever .

Expected value of a customer is a weapon in attracting and keeping customers and one of the most important factors in successful manufacturing business providing services.

Many authors have acknowledged problems with customer expectations . (Piercy, morgan, 1997, woodraff, 1997).

Ten ways to run advertising campaigns

Summary diverse ideas published in journals that are not apparent when the bulk material is well . Since the reader is interested in knowing , selecting the contents of the note is presented to the reader as a valuable experience to .well advise that it costs to operate optimally and get a good response .

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1 ) Your Marketing Plan

Nothing more than a marketing plan can help you to identify your goals . You create and track your marketing plan so many things about your company, your competitors will learn the long-term goals . Knowing what type of advertising is very essential for your best looks .

2 ) Create an action plan

Once you have your marketing plan must adopt an action plan . It shows you how people who work independently ( even advertising company ) to execute its operating plan . Operational plans necessary information that you can use it to manage your advertising strategy .

3 ) Set your advertising budget

How do you advertise depends on your advertising budget . You need to make your advertising costs and the strategy to use .'ll spend on advertising , then you can make a wise decision on how to create it and put it in the media .

4 ) Compatible with the opportunity to reveal their financial power

Managing your advertising campaign means you must have your own media manager . The best place for your ad and you 'll find the best opportunity fits your budget . If your budget is limited, you are too small to place advertisements with the high cost of many minor ways to find.

5 ) Know your target audience and community

Advertising does not affect you when your target has no effect. First, know your audience before you create your ad . If your company produces Askvtv for adults MTV Networks do not need to invest in advertising .

6 ) The right media to advertise

You should be able to benefit from all the media and advertising tools that you can use .

7 ) Do not be afraid of working with individuals

If you can not cope with the costs of advertising agencies can work with independent designers . Professionals who know what makes a good ad . Many of these designers have been working independently at different agencies so you can use their experience . These designers can also copy your work and give good quality and reasonably priced .

8 ) is stable

If your television and radio advertising , print advertising and online campaigns run in stability and to maintain homogeneity . An announcer and music unit for use in their advertising . Printed items must be in certain colors and fonts to use. Use a slogan , this slogan Everything for your potential customer like color, font , broadcaster and anything that is related to your advertising campaign will stabilize .

9 ) How to advertise

Advertisers purchase space for a radio station that only once an hour

30 : 4 am playing is not much to raise the audience 's reaction . Your ads need to be more frequencies to increase the chances to attract the audience . If you run an internet campaign to make decisions that count . Once you send your ad is going to have to think about how many times it will send next ?

Before we begin to answer these questions to increase your success .

10 ) books

When all of your help and you still do not have a lot of questions and are faced with many problems , so many books to find contacts who can use them . As you are also looking for new ways to spread propaganda to keep you in the peak data .

Easy to sell

Summary : production without selling the junk ! A little cruel , but all the producers who produced their warehouse over time are puzzled and a little bored and believe this statement . For sale should be made ​​into a new area which produces entirely different. Below are the key points of interest and will sell



49 Easy Tips to sell

One . Marketing and sales process as a seedling growth is slow and regular . As we do not have a blitz of sales . Slight chance of exceptions and sales process Sales Unless account .



Two . Properties of the product to the customer is not important but what is important to get products from them explain. The customer does not buy from the brand when buying a TV entertainment, comfort , prestige and buys .



Three . Sure the customer is wiser than you are , then do not play a role as well . Wisely and look down on the sale of the sale or the failure of last sale.



4 . The knowledge and information to the customer happens soon and just answer her questions .



5 . , In the case of sales, do not try to close the deal in the first meeting . The next meetings will deal firmly logical because more opportunities for customers to assess their needs and overcome the taskbar. Meeting to hear the demands and customer requirements Assign .



6 . Define new applications for their products , this means preventing or reducing the high cost of changing the production line .



7 . Methods of sales for different products not see differences intelligently varies the formulation and selection of pay method . The advantage of the strength or safety of a toy kitchen with a dish different.



8 . Process the sale agreement does not fight to win , you just get out of it . Sides triumphed It means Sell stable .



9 . Mastered the fine art of listening . The first requirement is to listen intelligently and managed properly sell . Impatiently waiting for the arrival Nvbttan splendid and charming speech about the capabilities of your product or not .



10. Answer in advance , do not try to give potential customers an even better answer should be subject to further investigation . Kndzhny and do not pretend ignorance of course .



11 . Every job is pest . The sales drop haste and pride. The first success for contract and rush of pride .



12 . Unlike others I recommend to you the customer to trust you and rely on you to keep the course where the subtle differences that you fear .



13 . Sale is enjoyable and once you taste the joy of purchasing your taste Rakhvahyd be joyful . If this process continues .



14 . Senior sales and modern methods are questioned and criticized traditional bazaar of young and educated are but one and the first letter of the alphabet sale is customer satisfaction .



15 . The leader in sales and market leading method in which you do not imitate , do not imitate . However, while a complete success because you are a follower you want to buy you a follower ?



16. The successful sale of prohibited perfidious selected with the previous study and time management to deliver an order or completing projects that have been undertaken for the history of direct advertising and you figure will. Do not miss this opportunity .



17. Products do not present perfect because it really is not. It seeks to explain the relative differences and possible changes in product performance pay.



Thus the value of the first session said that you have to show respect .



19. The mass sales person does not have the ability to meet financial figures alone do not give criteria for recognizing the needs of the market . Surveys , anonymous information to evaluate the process of selling and as a means to keep pace with market needs and can use .



20. The difference between needs and wants is very elegant. It wisely and do not forget to identify needs, but are also willing to lend Crane asked if the cost of luxury that needs to be resolved is applicable .



21. The definition fits the demands and properly convert it into a product to meet their needs .



22. The proposed 23 Do not be surprised fault because everything starts easier and is the responsibility of everyone .



23. Failure to agree in advance a little bigger than Ybjvyyhay Be safe and sincerely Try to eliminate those defects . While this method has attracted the sympathy of the audience along with him have made ​​.



24. The same goes for you : Do not lower yourself to believe that honesty and integrity .



25 . The propagation of notifications for product quality , excellent . . . Do not talk . Instead, a feature that occurs in very different as you remain in the minds .



26. Differences remain rather Honors minds . While it is preferable to be in violation , but the differences are not.







28. , If you want a successful and growing business, your brand and market leader , you should market your athlete or a runner . Other names in mind acknowledged.



29. , If you want to be a market leader in the discipline ( specialty or service ) to be first .



30. The first rank to all others who have taken the first place where you can suggest a new topic is yours .



31. The first being the provision of any product or service without financial backing to start because money is not the only possible spread of a new idea in the market. Whatever your talents for the promotion and expansion needs money .



32 . The first being to select a suitable and acceptable to the market and being first does not lead to success .



33 . The motto " the customer is always right " you have heard , please believe it . Because ventured in this market we have chosen to purchase .



34 . Pursuant to proposed 35 I remind vindicating the debate and in any event wrong is irreparable and sales negotiations means the end of everything .







36 . Manipulate minds banned : If you left out a word or trademark for a particular product , do not use that word for different products . Different disciplines ask different names and marks .



37 . Specialized expertise to produce and sell. Do not wrench it just turns to pain, touch and eat Pyshpa disabled . When you're trying to be helpful for anyone Nmykhvryd pain eventually .



38 . The public should know what your specific skills and experience to intelligently select and introduce you to people .



39 . The waves and the mods do not rely on seasonal sales Vhrajy ... choice is not someone who wants to stay . Do not undermine your credibility with the procedures of this kind .







41 . Looking to establish your selling process . If the waves of life is one month , six months to a year longer life planning is the process of selling five to 10 years .



42 . Too hard to take yourself . Not increase with straining and grieving sale . Work is proceeding in peace and serenity can be achieved in the absence of additional efforts .



[43]. Distinction between activity and action to understand . The timely action when needed , but is not active when you select the action in the turbulent sea of ​​hands and feet, not saying the market , immersion (float ) will be .



44 . The lack of critical sections and the extra energy to keep snapshot .



45 . The staff director for the customers to be the leader .



46 . Simply do not score even when you turn the predetermined points in return for what you have done .



47 . The sales and marketing managed to have a serious need for creativity . , And creativity at the same time , just see and hear intelligent comfort .



48 . The perfidious If for any reason you do not resort to lying .

The brand Kodak to bankruptcy

The brand Kodak to bankruptcy
Nowadays «George Eastman» big company founder «Eastman Kodak» is remembered as the father of modern photographic industry . In 1854 he was one of the villages in the " New York " was born . Father «George Washington Eastman» That same year, the School of Economics «Eastman» in «Rochester» built a few years later his family to live in the city «Rochester» win .

With the emergence of such a situation «George» was the only son for supervision and financial support for his mother and two sisters were forced to quit school and get jobs . Initially he worked for a small company insurance and then hire a local bank «Rochester» income.

When no more than 23 years of strenuous activity, he suggested that his colleagues started the weekend with her ​​mother and sisters go out of town to have fun . Among the beginning of a transformation of the word partner proposal compassionate life «George» Human Technology Pearce . He remembered to record the flow of the day «George» camera may prepare and take pictures of a family .

Although the «George» camera rental , but never Ngzrand weekend outdoors . Heaviness , volume and cost money to produce a camera or even a picture of all thought she had occupied . " Is it possible emergence of a new camera with different characteristics, is not there? "

For three years the same day , at night and during the hours of employment , he is always busy in the kitchen at home drug tests gelatin emulsion in order to position the camera to film negatives . Finally, after a series of continuous , long-term trials in 1880 he was able to dry the car with the negative performance , and patented photographs invention .

A year later , with financial assistance «Henry Strong» company «Eastman Dry Plate» was set up because of the intense activities «George» the other was forced to resign from the bank .

Finally , in 1892 the company «Eastman Kodak» opened his own company with the advent of photography in the world, created a great revolution in the industry . Later the company «Kodak» Another innovation was the use of multiple cameras are very simple style performance called «Kodak» enter the market . Their slogan was sending the cameras to the market : "You just press the button , we do the rest . " Very little time cameras «Kodak» worldwide reputation and the demand for extremely fast were .

The new initiative within the same time «Eastman» To sustain the appearance of animated films in later years was associated with a lot of noise .it is and always has been talking sexy and empowering themselves . His choice of words that start with the letter ends with , definitely a lot of luck and success he will have to contain .

In 1902 «George Eastman» who had become a wealthy celebrity was decided to build a house that is always thinking about his childhood dreams . Therefore, the most famous architect in the United States «J.Foster Warner» to serve and construction began.

A prominent feature of «Eastman» Science generosity and friendship can be pointed out . During her lifetime the technological equivalent of $ 20 million for the Institute , " Massachusetts " donated . Technology center «Rochester» equivalent of $ 625 thousand in 1901 «Eastman» received as a gift . He also offering $ 2 million to each of the educational institutions «Tuskegee» and «Hampton» presented .

«George Eastman» is also great interest in the city «Rochester» full force and stepping to the development of the city . Institution and community building «Chest» School of Music as well as bringing home town after the death of his famous «Rochester» Such measures are considered .

Finally, on March 14, 1932 This huge , wealthy inventor if he died . When his body to the ground Mysprdnd , last sentence will be attracted his attention : "I 've done my job . So there's no need to stay longer . "

But today , after 133 years , but Kodak filed for bankruptcy .being , but in a world of rapidly changing technology of Hrfhast Byrhmtr .Upon completion date for the brand now that the horse had fallen down and can not be purchased .



But to figure out what went Kodak 's failures ? Here might be various reasons noted:

Kodak owes more Pvlsazysh selling photographic films , and we all know that digital cameras become what damage may be irreparable Kodak entered. But it should not just be limited to a story of technological change , in fact, there was a greater change in behavioral patterns of people , now the people have always will have liked dishwa to help them out everyday contact and the this the camera phones into everyday life by us.on your cell phones since they are that way .
Kodak in danger of seeing the digital image , mobile phones , communication , and change people's habits failed, but because they did not show any reaction, right ?
Firstly, low-resolution cameras, mobile Elementary had convinced them that they do not realize the danger of this , in fact they underestimated the value of new innovations , their analysis of markets was a mistake. They had hardly begun offering customers who were less than expected . Pkyjhayy would suggest that the mainstream market is usually diagnosed around and not important .
Kodak , based on mistaken analysis of digital cameras and mobile phones as a competitor or a threat to the core of his business failed . The core for the camera pictures , and video cameras to customers who were demanding good quality .happened.
Managers typically invest in the technologies that may or market, customers are reluctant to upset Flyshan because such investments less Svdavrnd at least initially .should not be too conservative because some strategies result was not achieved without a fundamental rethink

Shopping patterns of customer behavior

Summary : Internet-based electronic commerce environment , this gives the possibility to the customers to search for information and purchase goods and services through direct connection with internet shops take action. It should be noted that shopping online is based on the actual experience of buying goods , but also on aspects such as image , shape, quality of information and advertising is Kalaastvar .

Tags : consumer , business, electronics, electronic shopping

After the acceptance of online shopping and doing it largely depends on the computer, communications, consumer, and how to interact with people . In addition , features such as providing information, guidance and orders by purchasing a mutual and interactive trust as an important factor in the development of e-commerce has been compared to traditional sales . Articles on the effects of electronic commerce , many studies about online shopping and evaluation of a consumer's credit , there are some empirical studies on the factors influencing buying behavior justifies Shopping . But new research , style and information processing of customer purchase patterns , customer preferences , and related fields to create more attractive for users of online stores are putting attention . Drvray Hrml marketing researchers believe the process of purchasing a major decision lies that should be investigated.this model integrates the discipline and extensive knowledge of ingredients known about consumer behavior is a brief description of some models we .



Model Behaviour Order Cutler

This model of 4 marketing stimuli , stimuli big black box and reactions Buyer Buyer is formed . Buyer's black box is composed of two parts . PART I insist on understanding the buyer's personal characteristics and his reaction to the stimulus effect and the second, the buyer's decision making process that has an effect on his behavior .



Model Behaviour Order Howard - Shs

attitudes and deep theory of decision making process of consumers.



Model Behaviour Order parasites - NAC - Blackwell

This model is designed primarily as a structure for organizing knowledge about consumer behavior will be handled . As is clear from the figure , before the message is put into operation by the consumer must 1) be aware of the two ) to receive messages , the allocation of information processing capacity 3 ) the motivation to interpret 4) this is encouraged by incentives 5 ​​) by converting and transferring incoming data messages to maintain long-term memory .



Email Marketing Mix

4P marketing mix concept with the famous McCarthy tied. , But Dennis and colleagues 7c for electronic marketing mix have chosen.



-1 Convenience for consumers convenience for the customer

Ease of the key aspects of web design such as a search function , site layout and ease of shopping deals ( Dennis and others, 2004)



-2 Mzayav value for customers, customer value & benefit

Today, online retailers should be looking to create maximum value for our customers and to order goods from Internet retailer must be an aspect to describe the benefits and value to customers .



-3 Charge customers cost to the customer

Prices can be considered as expenses for customers . Prices should be lower than prices in other stores in the shopping center and also the exact cost of shipping and delivery of goods is also considered . ( Dennis and Dygra 2004 )



-4 Communications and customer relations communication & customer relationship

Community Foundation of the Fourth McCarthy 's promotion . The communications company has close relations with customers and feedback are studied .



-5 Item management and computing computing & category management issue





-6 Customer choice customer franchise

Many sellers believe that the total value of goods , including goods of body image , reputation and brand retail customers has an impact on the choice . Many fans are well-known brands on the Internet .



-7 Giving priority to customer service and customer care & service

intended to offer customers the satisfaction they gain from it .

create chat rooms to customers in shaping a good experience buying interactive help. ( Dennis and others, 2004)



Characteristics of online stores

Many studies have focused on the characteristics of Internet services . The characteristics of the online stores have categorized in four categories :

One . Goods 2 . Serve customers and improve sales 3. Convince Vrahnmayy 4. Safety

-1 Item , including product -related characteristics such as classification , variety and information. Classification of goods can increase consumer satisfaction , but all products available in real stores, catalogs , commercial , or they are not available online .Internet to provide information about products and prices to help consumers reduce search time .

-2 Customer service and improve sales : Sales and precise , continuous and effective communication and protection Frajghrafyayy want. Areas such as customer service , sales service, product selection , responding to customer inquiries , assist in the selection of goods, free services , answering and transferring the cost of shipping and includes product discounts .

-3 Convincing and Guidance : This attribute is related to customer relationships with online stores . In this class of features and ease of use are considered . Connect users with online stores , engaging experience for consumers by offering goods and services will affect retailers . Shopping time is satisfactory sites, retailers with high-speed , non- bulk ( not busy ) , and availability requirements. Available sites easy and low-density , short sale and the amount of effort that should be spent understanding how online sales to consumers and the economy will be the optimum .

4 - Safety consumers worry about exposing your financial information private . Although most Web sites selling personal protection actions and policies that guarantee the safety of transactions . However, detailed information about how the security of transactions and personal data are necessary , not provided .



Customer communication behavior in situations Shopping

After a successful transaction , customer service providers and suppliers feel safer . When the customer confidence in an organization , they are able to meet their needs and their wishes Danndk·h this company and are committed to the company .



Internet shopping environment for customers and helps to provide a wide selection, evaluation , information accuracy and comparison goods spend less time decide . A comparative evaluation of information the Internet provides Kndvmmkn material costs and effort searching information for purchase decisions decreases .

Thus discuss important factor in customer purchase behavior in e-commerce environment requires a focus on the availability of information. After the success of the shopping center with the ability to satisfy customer needs for consistent information is relevant .to provide specialized information to consumers will be achieved . The customer service and sales promotion are important factors in designing online stores . Studies in information systems , information quality, information quality and customer satisfaction affects the relationship with customers . Information provided by online stores information about your products and services is divided . Product information including symptoms of goods to consumers and evaluation reports is recommended . Most online stores provide information services , including member information , response to ongoing questions , information delivery, and ordering merchandise and publicity.



Information to evaluate products and services, features six interrelated , being new , is sufficient , pleasant , friendly and understandable as is needed . The information provided by stores online to find products and services to support our customers . To satisfy the information needs of customers , and further information should be sufficient to assist clients in the selection, adaptation and the form and content easy to understand customer Bashdvaz other hand, pleasure, delight and enjoyment in shaping important aspects of behavioral tendency are on the site . Shopping can be noted that the site is poor Tasyrtrahy . It is therefore possible that the effect of different projects Jstjvsry Rakamla for customers to understand . Figure 3 A model for customer purchase behavior is shown in a position to purchase online .



Conclusions

For example Alrk and Stl (2002 ) came to the conclusion that buying internet as a way to save time shopping than in traditional shopping is done . In the same context and common passion for a person just because they repeatedly see something that increases ( Mvvn 1381) , then to sell products through the Internet, can through television advertising , or advertising, word of mouth customers, phenomena Order Internet make frequent and familiar faces . Another way to use public relations to promote customer confidence in online shopping and style related news , the media and public opinion is.

50 Management Tips

1 - Do not insist on doing things in the certain way . Perhaps one of the shortest and best route to reach your destination .
2 - Notice of knowledge and experience, none Rhgsha not alone , as a certain combination of hydrogen and oxygen from the air we breathe is supplied , mixing it with the knowledge and experience to create exceptional and critical approaches .
3 - Use every opportunity to recruit and employ outstanding individuals .
4 - Remember to effective employee performance standards in the workplace .
5 - with nothing to differentiate between individuals , incentive destroy them .
6 - Do not be bringing consultation and youthful appeal .
7 - contradictory behavior , trust your subordinates do not deprive yourself .
8 - to create a healthy competitive environment , strive to be .
9 - To promote the knowledge of employees and increase their productivity , Arrange training and educational aids enjoy .
10 - Notice that the slip rebuked employee shall be determined in accordance with mistakes .
11 - Make sure that the organization consider purchasing agents , are , in addition to just marketing associate and principles , trusted , smart and Khvshslyqh well as the prices of goods and focuses on the beauty and quality of their cares.
12 - if necessary, firmly say no .
13 - Try to become familiar with the simple principles of psychology .
14 - so that others treat you as their ideal model and future work are embodied in the form of your personality .
15 - Never in the presence of other employees with their Mashryn behind Bdgvyy people do not.
16 - to respect the hierarchy of managers and supervisors to tell you something .
17 - Experiments to test employees with worthless and baseless characters do not question them .
18 - The meetings start on time , agents can learn practically Vqtshnasy .
19 - For the Gyratr his words, always a few key words from the elders and notables in mind and apply them when necessary .
20 - more than three points the rest of the points do matter Note : Confidence, confidence, confidence.
21 - Be criticism .
22 - with disregard , not unworthy of effort and hard work to subordinates .
23 - obsessively vain to choose the time, Do not miss and remember, time does not stop for you .
24 - In order to solve possible problems , astute and be sure to keep in mind some specific solutions , never in emergencies was not surprised .
25 - Do not ignore the role of advertising in the profitability of the organization .
26 - clearly stating your expectations and ensure that their employees undertake that task is well detailed , are notified .
27 - of everyone, compliance knowledge and experience and expect to get the best results .
28 - Duties and physical abilities commensurate with their professional staff to determine.
29 - If you are unsure about scientific topics , or if you need more explanation , no question ask .
30 - In critical cases , keep their composure and several strategies to predict and design Bhranzdayy appropriate organizational activities necessary to use them .
31 - Neural Organization identifies the behaviors that you , avoid it.
32 - Do not be vengeful .
33 - time to implement decisions , as decisions are important . Because it is possible to run a good business plan will fail at the wrong time .
34 - do not know about something , do not give wrong information to someone and say I do not know , have no fear .
35 - to devolve responsibility to the talented and creative employees , they must provide growth and creativity .
36 - Do not respond immediately without thinking .

38 - Hrfhaytryn to hire the best accountants and legal counsel .
39 - Note to the financial problems of individuals and their loan requests to defer Do not warranted .
40 - Always remember that courtesy and dignity to add to your glory .
41 - If the assertive manager is coupled with kindness , others will impact dramatically on fear and obedience into duty with a sense of responsibility takes place .

43 - Ensure that managers and supervisors of other rights respected .
44 - A few hours of a particular day in the month of visits to different levels of the organization and talk to you face to face with a dedicated staff .
45 - to participate in seminars related to their activities .
46 - Be proactive in helping miss charity event .
47 - with tact and subtlety always get the golden opportunities to ambush prey .
48 - patiently as the most important elements of your success .
49 - Be responsible .
50 - In order to be informed of new content , join several related websites

10 words that should never be used in a telemarketing

Summary : In the twenty-first century to live . Do you know how your employees answer calls in your company have? How to answer phone is always important , however, some companies no effort to train customs staff to answer the phone , do not show . This neglect often results in more than a failure in business, loss of opportunity for new customers and will not hurt .

In this article we try to those most adversely affect the telephone business , be noted . Based on these experiences, the Institute " doctor calls " located in the central part of the city, " San Luis " in the past two decades , this organization has achieved .

Before addressing these issues is important to note that nearly 94 percent of the clients way of answering machine ( answering machine ) and even sometimes Namhtrmanh very poor readers.

The following 10 cases of malicious responses in telemarketing are mentioned , but the answer is "no ! Not hold the phone ," This kind of response is placed in the categories . Remember to observe the courtesy to answer the phone , as well as comply with other ethical dramatically public opinion towards you will change . Moral character as it allows you to behave with others . So if you want to maintain and increase their customer , you can tell your employees , customers avoid the following response :

1 ) It is not our policy ;

You are judging customer dissatisfaction against the policy of how an institution can be justified? This can be at any stage of the business knowledge necessary to put the customer's discretion .

2 ) is beyond the scope of my authority or I do not ;

To do this you first call she received from a client , then check with the manager about the issue and then at the earliest solutions to call customer .

3 ) may be a better time to call ? I absolutely do not have time ;

This sentence can cause severe trade deficit . But the staff than you think it will .do not do it .

4 ) My computer is disabled or are having problems with our servers .

In fact, this problem is not only difficult but also a reason to suspend service to customers is not . What business without the supervision of knowledgeable people , takes its way ..

5 ) Did not receive my message ?

Today, with the progress of technology and the devices that can display these messages , it is not possible. It also can not pretend it does not exist when the message was responding to a message . If you can not reply to messages in a timely and courteous , the most deserving of an apology . But talking of the message has never been sent , it is highly improbable because the system displays a message View all messages .

6 ) Before contacting you , I was waiting to get more information .

It is just as clear excuse . Everyone knows that this is also a way to mislead the customer. If your intention is to actually gather more information , check email or voice message will be sent immediately about the person . This is what the more experienced members will accomplish it . However, if you wish to avoid answering personal creativity in the work place is to spend more .

7 ) hello " pet " or "poison" or " Morgan " or " Tyler " There currently are ?

" Chris Tsyr " (chris Tessier) Director of Public Relations " Pytny Bose " Stanford says : " Today, common names between men and women has increased . " Poison " the short name" Samantha "is. , If you have the wrong personhave a thorough investigation about him . task to do well in order to confidently use the full name of the individual . "

8 ) Wait a moment to share your voice on the speaker phone .

Such as keyboard phone waiting for it to get permission from the client . In addition, never did not understand that if someone is eavesdropping on your conversation or not?

9 ) I am sure that he will contact you .

The others do not say I never believe that it is only done to show loyalty and good service . You just have to be loyal to the person concerned about the message , not who can promise about his contacts with the customer . Engage the attention of others to the message you have nothing to do with the client . Because if someone does not make contact with the customer , the customer , you have disappointed any of our services . Perhaps he can provide that cause suffering .

10 ) Right now my return from the funeral ceremony .
I never thought that the expression of the tragic events of others is necessary. But I have experienced it themselves . One day I contacted an online store to buy , but they need to be made ​​up to 3 weeks later I did not supply . After contacting the owner of the store again , the first sentence of the language he heard was " involved in the burial ceremony were the store manager ," and a few moments later continued, " All of my funeral rites to come back " My impression of the issue was that she was all my sympathy but forget that I am a customer .

Sales Engineer

The purpose of all company profits , increase sales revenue by satisfying the needs and demands of the market and consumers in the long run. Sales management to achieve marketing plays an important role in the series .

said. Local products market is preserved , the competitor will assess the situation and, ultimately, the success and progress of the company can provide. Company to sell products adopt good practices . Or direct sellers to sell their own use or for the use of contract vendors . Either way, the sales and sales force management sales managers must be taken seriously.



What is sales management ?

Management issues have been raised in recent years and more to planning, organizing, leading and controlling the sales force confirms .

To understand the importance of sales management must first determine what is he selling ?

Sales include helping clients to buy what it wants for its own needs . The following sales process has three stages as follows:

One . Understand customer needs

Two . Offer a solution to meet these needs

Three . Achieve customer satisfaction

Goods and services are produced and marketed by the company to be acquired by the sellers and buyers to sell operations are completed . Sellers played the role of bridge between producers and consumers because they must Sellers activities by sales managers as appropriate , planning , organizing, directing and control .



What are the duties of a sales manager ?

Like every other manager, sales manager jobs basically includes planning , organizing , staffing selection and motivation, guidance, and control of their forces are.

Sales manager must determine sales goals and marketing objectives and goals with the goals of the company to coordinate . In other words , the company's marketing objectives into sales goals . Sales goals for sales volume is determined with respect to each product line . Sales targets can be determined in terms of the amount of sales or units sold . These goals can be in terms of sales, customer types and time periods are also divided. In addition, the objectives must constantly assess, control , and modify them as necessary to the sale , Svdkafy be achieved .

Sales Manager as part of their time to address the following offers.

1 ) Selection and recruitment needed to complete the sales force

2 ) To provide facilities for adequate training for your sales force

3 ) ensure that the policies and programs for sales staff salary provoke sales.

4 ) evaluation of the performance of the sales force often

Below each task separately to sales managers in the field of sales management process has been studied .

• Planning

Sales managers should initially planned to sell its operations to pay.

The importance of planning means thinking ahead and anticipating possible solutions for the future. One of the great levers of sales planning, sales managers can be used to develop a detailed budget, selling and distribution costs and sales quotas established to determine the areas of sales and selling are. Budgeting should be sold for sales managers to forecast their sales .

Originally anticipated and budgeted sales basis for all operational planning to form a company

• Organize

If organized properly done, the planning process is carefully done and the company 's goals and objectives , including sales is particularly marked .

When well- designed sales structure , reporting lines and working relationships , responsibilities and authority , delegation , and control methods will be outlined . The sum of these factors leads to the sales team has worked together well and effectively move towards the company's goals .

• Manpower supply

Sales staffing needs and service operations that the computer can not make it without a man . If the sale is set to take place in an appropriate manner , primarily the ability , knowledge , skills and employment in the sales effort is important .

Sales Manager for the supply of required manpower planning needs through its expertise required to effectively select

One of the main issues in manpower planning , manpower training issue . Sales managers with different training courses try to identify vendors of the Company's products , goals and objectives , customers and increase sales practices .

• conduct

Another task of the sales manager , administration and management of the sales force . He should be selected for the post of sales department in a way that directs the appropriate manner to realize the company 's expectations .

Sales managers typically allocate sales territories and sales quotas sellers can conduct their sales operation process .

Selling the following geographic areas assigned to the dealer for sales activities . Sales quotas is to allocate a portion of the sale of the entire company as a vendor or a specific area .

• Control

Control means compares the results are inconsistent with the expected results and investigate the causes .



Sales Management Process

Generally the sales management process consists of five steps as follows:

1 - Define and create a database to gather data on sales

In this step, the study of the company's sales data , database definition is created. All necessary information is collected on this site .

2 - Data analysis and obtain various trends

At this stage of the analysis on sales data are obtained from different processes . In this step, the various statistical techniques used to analyze the data .

3 - Forecasting future sales based on past trends

Here , based on previous trends , estimated future sales . Marketing objectives of the company are involved in determining this amount .

4 - Set sales quotas and territories



5 - Determine the number of vendors and sales agents
In the final stage of vendors and sales agents based on sales quotas are set

By following these tips you will be articulate

to teach both large and small ?


various large and small to teach what?

If you are behind in skill, great philosophical ideas of the Enlightenment was to be boiled for hours with what? If you know a lot of minor and major success in school and work and your family have the same skills in dialogue depends on what If the back of your annoyance of others by not observing whether one or more of these 10 skills ?



1 - Siding

Catch yourself in the comments !



So in terms of being able to defend ourselves , itself a part of the dialogue and . If we say that we know the causes , we can easily say we are defending ourselves . Remember honesty is required here . We suspect that what we say and how we can help others to fulfill our point of view we are advocating a part of ourselves.


2 - position of the learner

Students do not master!

"No , wait ", " do not like Nice , let me tell you ." You probably have heard the saying Gvhaytan of such lot or, conversely, a lot of them are used . Honestly not too guilty . We stood that will come out once more in a world all Chyzdan role in the negotiations appear to be eager to know . We think that we Bldym better , better know and respond to what others say first that it seems to me , is to say "no" and we say to ourselves .

We must admit that we thought we might be subject to Msltym , other new characters that would be interesting for us . Remember that our perception of reality. This is the first interview skills , that we speak instead of " master speaker all Chyzdan " instead of our " students eager to learn, " put something experts say it speaks to the " learner 's position . "




3 - Opening Minds

The various Wave

That's because we trust in Him , our minds are open to receive his word . Human language that you are already familiar with fresh ideas Shvydv temporarily stop your personal vision , that your mind is open in front of others .

Opening the mind is nothing more than a personal trait , a way of communicating with others.


4 - to suspend assumptions

Previous Frztv down the line !

has penetrated . Rapid assessment and immediate orientation in life, create a sense of security . Only if we understand how much we depend on them , we will be able to revise their old patterns of thought and traps aside . We are constantly in contact with the environment and are always valued and judged. For example, is it better or is it ? Which is bigger ? Which is better ? What is more dangerous ? Who is faster or slower ? What is my impact ? So we spent the day with a series of alternate assessments .

Data about the countless decisions we consciously or unconsciously , we choose. We know the truth , as appropriate , build , and fail to recognize that these structures are ours . Decisions and actions by certain Vtsvrhay our assessments of the world have cast a veil on objective facts are determined and implemented . The dialogue can be a subconscious reaction , automatic chain because of mental models have been defeated .

Labels are also subjective judgment . A lot of times we have to label each other prejudices and Hmanzavyh Frddygr deal with . In this case, his abilities, and other characteristics are ignored and the characteristics of the person closing. If every human being has the potential for numerous properties that are in good condition can flourish . Know yourself and make assumptions when they stop talking .


5 - Speaking from the heart

The heart wants to say Tngt !

It 's too hard. Ourselves that we 're actually talking about , without being couched in sarcasm and pretend it Bpychym . A simple but profound relationship , exactly the same principle originates from the heart speak . " It's not something that I would bother him " the most important obstacle to a belief that we are speaking from the heart . A more sophisticated flare to speak from the heart saying , is that we just talk to the attention of others , not for ourselves saying . They speak from our hearts , so as to make the selection .




6 - Listen

Hear rid of John

what did you say , I was not aware you "," I 'm not going to tell you another thing , "" I 've heard you talking to you . " If you like this one in your conversation about those who just do not listen to what the other person usage . Listening Listening is different from hearing a physiological function , but listen , we understand what the other person said. Often, when we listen , pay attention and do not have enough presence of mind .

More physical presence . We talk as if we follow the opposite side , but the other things we think . We show that we listen to ( with a nod of the head , for example ) , they do not interrupt other words , he 'd keep his word to us , that wherever we understood the question . The distance between the listening and telling me that they are actually listening techniques feasible .


7 - observer of his

Look at you !

" Being an observer of his own. " Last skill is to create a dialogue that we will thrive . These skills can be considered as the sum of all other skills . To practice these skills need to be constantly aware .we should try to be careful what we do .

Apparently, apart from their own , and we look up to .

We are not perfect and can not be earlier based on all the events and characters to be interpreted .

When self Nazrym , remember that we can defend the constructive comments and for being clear about it subject to express Fkryman roots of our characters and to achieve mutual understanding and the Council seek the views of others a lot .


8 - Respect for All

The dialogue and mark !

The second interview skills " full respect " is.we would . What others may say or think if we do not like but can not deny their legitimacy as a human being .compared to humans .




9 - The Searchers

Question NOW !

When a question is simple and honest dialogue, a very good impression on the other side . Asking questions shows interest to our side and helps us understand ourselves is by what it says . Expert dialogue with the skills to say " Jvyayy or job seekers ."

Remember seekers , if not carefully implemented , may create the impression that the others do we interfere with their work . Also remember to look for a good excuse not understand the lives and thoughts of others .


10 - Do not Rush

Be the accelerometer !

Gentlemen ! Ladies ! And especially you guys ! Sometimes the opponent is struck by just talking to him . Sometimes I give people talk and you just listen , see , and let the other party know that you just want to listen to no hurry to dictate alone solutions summarily mind . Sometimes, while first-graders want our answers before we understand the problem of maintaining and say so . Do not rush and listen to it .


Workshops are held talks on Iran

Books and other things

All you want to know more about these skills , you Book " dialog " by Mercede honest Mvss·hamam Musa and get it published . But this book is not yet public distribution and its preparation should Khvdmvss·h call. If the contents of the book, however , you can get it at this Institute will hold a workshop to discuss the practical practice. In fact, this book is considered the same book, the same workshop

Lessons from Japan

One American manager who went to Japan for training time , which is defined as the day on both sides of the street where a car was parked that attracted my attention leave behavior callant . He is seriously a particular temperature was busy cleaning a car , stood incontinence . Such a person who strives to keep your car clean and had attracted me . Young men hugged after cleaning and adjusting the mirror , and went his way , a few meters away stood waiting at the bus stop . His behavior was confused . I approached and asked him unless you have a clean car that was not yours ? Looked at me and smiled and said : I am a factory worker in the car of its production. I do not want a car that we 've built to look dirty and untidy .

everyday is another benefit .


Vsmymy authorities were good workers and workers who have to obey them . All subjects were given the authorities there . Where he was responsible for their behavior in a way that workers were willing to work , so that if one day he does not come over to his colleagues at work , or even device which was working to tight ., that they may help us? Or do they let us do it together . Managers have tried meme staff . For example, when the manager saw the dirty part of the plant has a white towel tied to the forehead and there was a vacuum . Even family members who accompany a factory where the employees worked . No one is afraid of his own .gently explained that there is no better way to work did you do ? If the moon did not Vkarsh fine defaulters who did a considerable sum was to be rewarded . This caused the employee to be promoted regularly Srkarsh be present .
Time to talk or communicate with a worker will be considered . Superintendent moments while working on the pretext of training the worker spoke to better understand Rvhyatsh . When he had problems with his supervisor spoke to workers to solve problems is reflected above . The owner of the factory workers never literal , or my company will not work . . As the owner of a typical worker in our factory , all the words were used . When the company was profitable to the benefit of all rights of distribution were compared . So all hands are working . Their world is a world of harmonious cooperation . They have a vacation in the name of " Golden Week " in Japan nearly four months , thoughtful factories are closed .nice work .


While companies in Japan , there is a section called Knsa ( QC ) , which is the pulse of every plant , every person tries to control the work of the previous one , so they all try to make a good piece and perfectwork is delivered to return it , trying to do the best job . In fact, the production line , each customer segment , as compared to other sectors .





Officials there claim they do not know how to do everything themselves, workers can just as easily leave comments .


If a worker is found during work piece size is one-tenth micron delivered fast to the employer notice. Owner , company manager of the Supplier notice. The manager even if the company has a huge gap in the day to bring the plant up to Vjbran apologize .
_
Toyota plants in Japan had gone for a training mission . Tell them that we see the product lines , order, ruling Vanzbat , procedures , methods of production, and so we had the pleasure of shooting we were doing . But our teacher told us to shoot and then see if it is something you will learn and display purposes only . You need something beyond what you see, see ! What is not visible, and it is the spirit that work !


The Japanese tend to coordinate their work . When they are asked, Who are you ? In order to respond to their name and the name of the company or organization where the work will take . Even a university professor who is an economist , he will say : I am a professor at Tokyo University .


Edwin Land , inventor of the Polaroid camera , Polaroid corporate life of about fifteen years , was in charge of its management . When companies are increasingly grew Edo Land yen , to form the company's senior management team .
And the company's own laboratory for the manufacture of self- management consulting firm , announced in basic research

Systematic Thinking

Introduction :
The purpose of this paper is to address these attitudes . Holistic approach or system. In this paper is presented as the systemic thinking . The " system of systems thinking will be described in terms of management and systems thinking is discussed . With the hope that attention be utilized . »
System definitions :
The system we have different definitions of the structural essence of all of them thus ;


" The system consists of a set of components linked together in ways that are taking steps to achieve the overall goal ."
The system can not be limited to material objects in the system according to another definition of thought beyond the tangible and physical objects , we thus defined ;


" The overall system is composed of related components , an organized body of material or non-material things "
Thought wire material can be known about the smallest atom to the galaxies were used .


The system can be observed in the human or animal body , hence ;
" The system is a collection of organs or body parts of animals which have the same structure and are similar or serve a specific purpose . Like the animal body as a whole "
As mentioned previously, a system of thought or mental templates that can be utilized in a collision phenomena . The idea of a small cell system to humans, human societies and organizations and can be used in the solar system and galaxies . In fact , our system limits the scope of our subject .
Interferometer system:
The system may be used at the same time in several systems . While a student is part of a family , the school system , the football team , youth team and the neighborhood is located. A member of the office staff on one hand and on the other systems, like a family member , a mosque, cooperative banks, and it is . A bus driver in the transport system that at one time , the family, society and the summary is a member of the social system bus passengers .
Systems thinking :
Since the two kinds of attitude is common phenomena . In other words, communities , scientists and experts of every phenomenon in two different modes put his attention . These two approaches were:
A - Attitude oriented analysis and mechanistic
B - holistic or systemic approach
Both approaches have their roots in ancient civilizations used at different times and their interests have benefited human society . Analysis -oriented attitude first type is derived from the ancient Greek philosophers thought . The phenomenon is first divided into components and the study of the behavior of each component to achieve the behavior of the phenomenon . In other words, the behavior of phenomena, knows the sum of its components ' behavior .
1 - The only thing for him to accept that truth is clear .
2 - any question as long as possible is decomposed into smaller elements .
3 - work to start by examining the simplest element , then gradually and in an orderly manner to the study of more complex deals. To the characteristics of the phenomenon it seeks to take certain actions or causes of the phenomenon, see.



System and the environment :
Each system has a larger range where the environment is considered , the system is affected and affects its environment . The environment is something that acts as an intermediary in the trading system . For example, humans have a system that is located in a geographical area . The ambient air, food and other needs and provides his own cause changes in the environment . Human family and the larger systems in which they interact , forming environment .
Systems theory was first introduced in the physical sciences to other disciplines such as management was pulled. System , a set of inter-related elements that make a Klmlmy . Four types of organizational system receives input from the environment : material , human, financial and information resources . The combination of its inputs and transformed them again as goods and services, profits , losses, employee behavior , and the additional information into the environment . The system outputs according to the feedback received from the environment is .
How to think ?
Mental fitness is a condition of entry into the world system . Two simple examples of the lack of systemic thinking in our society.
You respond immediately means that the car has four wheels . The questioner asks again whether there may be a car with three wheels ? Pay more deep thinking and a means impossible that you do not know and maybe you've seen something similar in the past . Once you have adjusted your answer , yes, it is possible that there is a car with three wheels . But , why does not end here . See with any question you have been forced to adopt a new way of thinking each time into a new realm of thinking you have been given . An example of a typical example of the kind of thinking that makes us the foundation for personal and social behavior . As usual , we lost the idea of getting into rigid habits have been released on to a new way of thinking about ourselves and bring their new ideas to every moment and every time . Scientific and practical relations of phenomena to think we have entered a new world . Shows us a world where the wonders of creation and the limitless potential of the human mind and the intelligence that we have discovered .
Complex world of wonder that it continues to infinity . It is observed that all the capacity and complexity of a single cell to create a world system and its creator galaxies choice but to surrender and bow will not .
Classification System:
Classification system of open and closed systems :
As stated on the basis of different systems can be classified . One classification system is differentiated into two types : open and closed .
In some systems , and in this respect at least some of the peak . Thus it is absolutely closed, partially closed and open systems can be divided into three categories .
Hierarchical system:
Smaller systems into larger systems and larger systems as the systems are still greater . In this regard, smaller systems to larger systems include systems Mshmvlv say.
Forms of communication and interactions of the system:
Each system has two types of interaction.with the external environment. This kind of interaction can also be done in a variety of forms and concepts .
Continuity and rupture forces in the system:
The integrity of the system elements and their support system elements are trying to break it . We call the elements of the division of transplantation . Such mechanisms are used in natural systems . In contrast to other factors , we are in the collection and disposal of pesticides, so its critical to keep the system in equilibrium . Renal glands produce sweat , and among them , the creation of self-regulatory systems have made it possible to survive the creatures .
Each input can be output to other systems :
Each input and output can be output to other systems constitute dimensional input systems probably others.gas , heater , fan , air conditioner and other systems is used as input .
First of all systems of the future system performance can be affected by :
- The end result is not necessarily profitable .
Closing time :
Systems in different directories that share its goals . There are several guidelines to solve every problem that the system can use one or more of your goals makes practical . For example, some systems protozoan several ways to reproduce , political systems to solve some of their problems with other countries have several solutions , one of Hlhast war but diplomacy , alliances with other countries , the potential threat and the other solutions politicians are being considered and each country can take advantage of one or more methods .
The stability of the system:
Balance -end systems and environmental changes on the one hand and on the other it depends on internal discipline . Dinosaurs millions of years ago due to sharp changes in environmental destruction were dashed . Because the animals could not balance with the environment .
Þ ====== ======= system stability and adaptability rapidly changing environment quickly
In other words, system instability arises when the desired output characteristic of the undesirable characteristics change. Moreover, it is not possible to return to optimum and non- optimum system status is secondary .
Cybernetics :
Cybernetics is the science of communication and control is also called the basis for the " model of living systems " is. Some knowledge of the relationship between man and machine, and some of it is helpful to know the organization . Characteristics Cybernetics systems can be complex, dynamic , depending on other systems still being sought Bvdnv risk -oriented . Cybernetics model is the basis for all activities of the conscious and unconscious control , and are being sustained .
Island system :
but the general instability of the system is going to the island .
Feedback or so are :
Feedback or after one of the mechanisms that are available in most such systems . The simplest thermostats are mechanical devices that operate with a feedback mechanism . An increase or decrease in accidents on or off acting thermostats are set .
Parts of the organization - a systems approach :
The system can thus be looking at the components :
1 - people with different aspects of the spiritual and material dimensions of existence , the people in the organization will be considered . Every person trained in certain circumstances , has its own characteristics . The direction should be seen as a unique present , with education , training, and special features is their exclusive .
The other man in an organizational position within the organization and duties are assigned a number . Members of management or administration office and whether there should be a formal member of the organization . The role and importance of the informal organization .
Every human is a member of the informal group of friends and organizations . In addition, a network management organization whose members are elected from both men .
The management network for people of each of the above aspects should be considered that they are each special character , the formal , informal roles , skills and special abilities of their own.
In addition , every person irrespective of membership organizations, social institutions , political and other members of his behavior affects others .
2 - There is an information system that makes decisions Ramysr . Leaders can not make your decision based on your personal tastes . Successful managers Tsmymhaysh based on information that is accurate and based on facts . When the necessary information is readily available .
3 - Implementation Methods and Materials: The method is a combination of factors , may not be the best approach . It is inevitable to maintain the dynamics of the evolution of the conventional methods .
4 - Organization is in and the peculiarities of the environment and affect the organization .
5 - Equipment and technology : rapid technological developments and organizational routines to the new facility will be equipped and organized as a system must be able to reach a balance with technology developments

Leaders of Change

Nowadays overcome the resistance to change that to 10 or 15 years ago was the most common issues management books and management seminars , we hear less . Every person has already accepted that change is inevitable .

But in a period of rapid and extensive change , like what we live in , the pandemic would be normal .
Sure, change is painful and risky task, and above all requires effort will be tough . But if your job does not change the leadership of the organization , ( including the commercial organization , a university or a hospital ) will not saved . In a period of rapid fundamental changes will be saved only organizations that are leaders from the change . Thus , a major challenge for managers in twenty-first century , it will be a lead change in their organizations , become.

To achieve this goal, the need for implementing the policies and actions that lead to the present , create the future .

Behind yesterday
Yesterday maintenance is always problematic and time consuming .

Yesterday keeping it always leads to something scarce resources and above all Qadrtryn personnel to achieve results . But doing things in different ways - innovation only - always waiting outside will cause problems . And if people are willing to hold yesterday , meaning that they simply will not be ready to build tomorrow .

So , first change policy should be organized behind . The leader tries to change the product, service , process , market, distribution channels , customer and end-user over the life of the experiment . This is done according to a specific schedule .

If not , should not be allowed to further studies should be done to see what is better ? These cases should be left behind yesterday .

1 - When you believe any of the products , services , or processes to market a good few years of life still remains. Such products, services, markets or processes that are definitely in decline and almost always require the most care and attention should always estimate how much of the time in real life , they are retained . But generally they are in decline , but they are dead .

2 - When the only argument for maintaining a product, service , or process in the market , such that its value is zero . What question must be that would generate ?

3 - Once the preserve of a product, service or old process , product, service or process is new and growing neglected .

we've arrived ?

And it should be a question about products, services, markets and processes , both successful and unsuccessful, to be asked . We also have a very important question about distributors and distribution network in periods of rapid change, they tend to change more than anything else , to be asked .

Systematic improvement
Everything the company does , both internally and externally , whether the product or service, production process , marketing , technology , education, human resource development and use of information is necessary for the current annual rate , to be recovered . In most areas, a 3% real annual rate of improvements is available and the need to improve the systematic and continuous .

However, the requirement for continuous improvement of decision making by the organization. The following questions should answer questions such as : What is the function of a defined area ? The quality of a product? How much improvement can be specified by the customer ? " Having defined the scope of services is often very difficult .

Continuous improvement in every area of ​​operations is often deformity . They are guided towards creativity and innovation in services will be created . Processes and to create new businesses . Continuous improvement is often a fundamental change .

Successful exploitation
About 70 or 80 years of innovation and monthly reports since its introduction to most commercial organizations . Almost without exception, the first page of this report , the fields and the results are less than expected or anticipated costs more than the budget figure shows . This report focuses on the problems .

The problem can not be neglected . But Tghyyrbvdn leader should companies focus on opportunities . In order to achieve this need to make a small change , but it is fundamental : the front page of the new monthly report should focus on the results that were better than expected , then the page will be a major problem . Time for a new page must be the same as the time spent on the page .

As in the case of continuous improvement , operational success, however sooner or later will lead us to a major innovation .

Systematic innovation
Today, more attention is innovation . Behind lay a structured , continuous improvement and exploitation of success may be beneficial for many companies . Without those policies , no organization can not hope to succeed in innovation .

But the leader of a successful change , should there be a policy of systematic innovation .

The valve includes :

1 - successes, failures, and successes and failures of the expected unexpected competitors;

2 - contradiction and discrepancy between what is and what it should be - especially as differences in the production and distribution processes or activities and efforts between industry and the values ​​and expectations of their customers ;

3 - Poor communication needs and requirements of the process, the internal processes of the organization ;

4 - Changes in market -based industry ;
5 - Changes in the population ;
6 - Changes in meaning and acceptability - for example, changes in vision, seeing the glass half empty half full of it ;
7 - new knowledge .
Any change in one of these cases raised questions whether this is an opportunity for innovation ? " Innovation is never without risk . But if innovation is based on exploitation of the events occurred , would be far less risky than taking Ghyrbhrh situations .

Avoid traps innovation
The changing face of innovation leaders , with three animals . They are so attractive that may be one or all three of their leaders frequently fall into the trap .
1 - When you are looking for innovative ways , the animal should be avoided is a situation that is consistent with the strategic realities : low birth rate , changes in consumer creates a non-fixed income . Even if innovation does not lead to failure - as often happens - always require high efforts , money and time.

2 - The second trap of confusing innovation is novelty . Testing is an innovation creates value . Only provides novelty entertainment . Management repeatedly for no other reason than the same daily tasks and tedious , action and innovation that is not the point whether we like it ? Rather, it is that customers want and going for it ?

3 - The third trap of confusing the movement and action. Usually when a product, service or process is not profitable should be set aside or quickly changed. Management is needed to ensure this does often . But it should be done after surgery . The reorganization itself is a movement and not a substitute for action .

Only one way to avoid the above mentioned animals or rescued animals are caught , there is one person that organize prerequisite for change.
Requirements change on a small scale : one can not do market research on new real scale . No Growth is perfect for the first time . Problems can occur without anyone ever thinks . A major innovation of the problems which seem to have reached a partial or palpable .

It's almost a law of nature that new anything real , whether the product or service or a technology , its main markets and main consumer necessarily the innovators and companies does not expect .

The best example is the initial sample . Improvement of the steam engine, "James Watt " in the seventeenth century, an event that is designed for most people , it is stated that the advent of the industrial revolution . James Watt 's steam engine in his lifetime , only one application can see the water draining out of the coal mine . So , he just sold their coal mines . The true father of the industrial revolution has Matyvbvltvn his partner . 10 or 15 years after it was reduced by 70% .

Studies , market research and computer simulation , there is no substitute for reality testing . Anything new , or improved , the need to test on a small scale the initial testing is required . Considering that anything new is difficult at times , requires a leader and a hero who is respected organization , but it is not necessary that the person is present .

The best way to test a new product or service that a customer often we find that it is calling for innovation and willingness to cooperate success with the manufacturer .

Budget Changes
In most companies , there is only one budget . In good times and costs will increase . In bad times and costs decrease. This process does not guarantee future actually hold . Change leadership requires two separate budgets . An operating budget is the first budget to be required to maintain a current business expense on the show , usually between 80 to 90 percent of kidney expenses. Always the question : What is the minimum budget needed to continue operations ? It was to be funded . In difficult times should be modified to reverse the change of leadership should be a separate budget for the future . The budget must be maintained in good and bad times . The budget of slightly more than 10 to 20 percent of the total cost will be.


( Important note : However , at times there will be events that will threaten the persistence to keep those costs . )
Similarly, for new products , new services and new technologies , the development of markets , customers and distribution networks , and above all, to develop human resources in the budget should be told .

Future funding requirements can be the most desirable thing in these activities in order to gain the best results , what is ? Found .
Common but dangerous practice, to reduce costs in order to achieve success , especially in the difficult times . It is thought that the product, service or technology is successful , however , and there is no need to spend more money . But it is true that this is a success , and therefore require the most protection possible . Should be supported , especially in bad times when we are in competition to reduce costs .

Balance , change and continuity
Organizations that are change leaders actually have to change the design . But people need continuity . They should know what their situation . They need to know with whom they work.
They need to know the organization 's values ​​and rules . If the environment unpredictable , incomprehensible and unknown , as well as the operation will fail. Continuation equally outside the organization needed . Rapid changes in the long-term ability to communicate and cooperate with suppliers and distributors is.

Balance the need for continuity and ongoing work on the current data . Nothing Ghyrmvsq of information , communication and destruction will not lead to rupture of continuity (with the exception , perhaps , intentional Ghyrmvsq information ).
Each of these companies has become a routine for every change , even for the lowest categories of who should be aware of ? A company that wants to be a successful change leader must be consistent with the regulations . Above all, the need for fundamental strength of the organization , including the goals, values ​​, and practices and their results are described . Considering that the constant factor is change in leadership institutions , must be super strong base .

Finally , the balance between change and continuity should be based on rewards , recognition and award to be made ..

The more an organization is recognized as a leader of change is greater need to balance rapid change and continuity . The balance of the consideration will be tomorrow's management .

One thing is certain , we are facing a profound change for years . It would be vain to ignore the changes and pretend that tomorrow will be like yesterday . Although the changes are not predictable , the policy will be successful - although the risk is high - the future is implemented .

New realities strategy
In a rapidly changing and highly uncertain period strategy as an example that the world is facing at the beginning of the twenty first century , carpel can accordingly be based ? Is there anything definitive ?
In the next five phenomenon can be considered definitive . However , they are different from what is considered the current strategy and, above all , are not primarily economic . They are social and political . These phenomena include:

1 - Shdydzad rate reduction : One of the important facts - like the history that never occurred - the fertility rate is decreasing . Even more importantly, the age distribution of power in society .be .



2 - Changes in the nature of revenue expenditure : when businesses and industries are aware of their market position than virtually any combination of really important and practically none of them do not know if do not participate in purchase products services consumers increasing finds or decreases.

Therefore, small changes can be found in the more important recent trends are distributed .

The quartet 's current revenues are expected to grow in the 21st century include government institutions, healthcare, educational, academic, and recreational trends in these four sections , the first thing that strategies should be considered .

3 - A new definition of performance: the emergence of two types of workers Ghyrydy middle class and increasing life expectancy , causing the development of institutions such as pension funds and mutual funds are . This modern and developed society that funds of asset owners are public corporations . Now, with the change in ownership , we are faced with a change in power .

In the United States in the late 1920s , the prevailing theory , although unknown , was based on this that the business should be the stock of all stakeholders including customers, employees , shareholders and the balance to be like them and indeed to anyone could be calculated.

The theory claims that American businesses must act exclusively for short-term interests of shareholders , lasting and not tenable and should be revised . Economic security of countless people who have a longer life expectancy , increasingly dependent on revenues as they are shareholders . The emphasis on performance measurement , based on the interests of shareholders , other applications will not.

Immediate achievements in the rate of earnings and shareholders' equity is not what it needs. Their economic returns for 20 or 30 years later is required . We will have a short-term results , ( what is now focusing on the cumulative shareholder ) must balance its long-term business and life .

Also, companies increasingly have to satisfy their interests and well-educated academic staff . Function must be defined in such a way that the non- academic staff and their commitment to stimulate meaningful .



Organizations anywhere in the world can not have too long to live on cheaper labor (except small businesses such as local restaurants ) and the labor productivity of the same workers they quickly gain the industry its leaders .

This is particularly true in manufacturing . In most manufacturing industries in developed countries , labor costs are quickly becoming smaller and smaller factor is . Now the cost is equal to or less than one eighth of the total cost of developing the product . This means that the life of twentieth-century economic development model - a model that was first developed by the Japanese after 1955 - has ended .

Laughter artificial or real?

How to recognize genuine smile of artificial laughter ? Paul Ekman and Wallace Friesen doctor doctor on this page , they will quote high system called the Facial Action Coding System , or FACS were established through which the facial muscles feel better about their analysis .
In addition to real laughter muscles of the mouth of the cotyledon up killing the eyes of the Chinese manner.
Although the simplest and most natural smile face , but it is possible to induce a lot of meanings .this will enable smiles are not one hundred percent preventable .
If anyone smile on the face than when it is appropriate to maintain the position , then you are sure you deliver an artificial smile .
Smile more than four seconds left is usually considered to be artificial .

Real smiles and felt spontaneous activity of the two muscles are the main results . One of the major anterior muscles , the muscles , the lip corners to sit up and take to the species . Another genuine smiles are usually active muscles , the muscles around the mouth and cheeks , and boosts the skin from the inside of the eye socket , I will gather .
Darwin was the first to discover the main anterior muscle activity , manifested in actual operating experience of positive emotion and laughter is normal , and the latest scientific research based on the same principle as that of Darwin , is stable.

Analyzed artificial and fake smiles when we smile we find Hmhjht are fictitious . Nyshkhndh not associated with any emotion , though it may be a very big smile and are very interested Lbkhndznndgan you believe the authenticity of their smile . But it will never be able to fool the experts . Although a very subtle smile, synthetic imitation of a real smile , but are usually used to hide negative emotions .
Artificial smiles could be seen on the faces of those politicians who lose the election .
See also when people just assume you are happy, smiles artificial atmosphere. Frvshndhhayy seek to sell their wares to the customers home (but good traders ) artificial smiles are flawless . What is missing in all these smiles , warmth and genuine happiness which is easily visible in the figure . Those jobs will require actors to hide negative emotions , usually displaying a smile that do not feel they are proficient . Despite these very real smile smile different and does not convey the same meaning .
Artificial smiles seen in the muscles around the mouth, around the eyes, sedentary . No one is able to smile with any amount of exercise , the movements of the muscles completely unrealistic to demonstrate. It seems that the muscles around the mouth are controlled by the brain , and only when there is a real and genuine emotion , are activated . If you want to make someone smile enough originality to her mouth , but the eyes do not look at this example. If unruffled around the eyes, dead eyes and empty state of the life assured , you are seeing a artificial smile

Value Engineering

be . , so one of the issues, organizations and companies are familiar with these techniques .

use has been reported . therefore we also are aware of the special needs of these students .



Research limitations : Value Engineering in any of the obstacles to achieve better value must be an appropriate method of trimmed or removed . General barriers that exist in the problem solving process are:
Overall though
The absence of significant figures
Lack of proper awareness of the costs
Do not accept answers that best
The inability of industry experts , experienced practitioners and standard
Failure detection technique and overcome obstacles

Methods: The research method is based on searching for information in books and publications and has been searching through the internet .


Study abroad experience :

In the event

1947 America the formal value analysis program was conducted at the General Electric Company .

Lawrence minimize the value of the first seminar held in 1952 America .

1959 America Society of America Value Engineering Value Engineering was established with the aim to strive for progress and development .

1962 America America's defense department contracts with a value over $ 100,000 worth of engineering will be required .

1965 Japan Society of Japanese Value Engineers formed a committee was established .

1967 Canada and Scotland to form the Engineers

1973 America Society of America Currency Value Engineering Value Engineering services to assist the legitimate government .

1977 India constituted the engineering community

Saudi Arabia in 1986 , according to the Department of Defense Value Engineering

1987 Korean engineers association value

The first European conference in Paris , France in 1990 where the management was attended by representatives from European countries .

1992 World Federation of America was formed by the engineers .

Iran in 2002 formed the Association of Iranian Engineers







Basic Concepts of Value Engineering :


1 - function (function): What is causing the demand for a product .

The main function (basic function): The primary purpose or main activity by product
Service or facility is done .
Function sub (secondary function): a function that determines the quality and performance
Different standards of attractiveness and overall customer satisfaction towards the product 's main function being performed
Owner will meet minimum expectations .
Operating cost (worth function): A function to be spent to achieve the lowest cost .

2 - Quality (quality): the ability to provide the highest level of product performance or product life cycle defined in the given period .

3 - Owner (user): an organization that uses the facility could include consumer Khrydarv or owner.

4 - The value (value): is the lowest cost functions as required by the desired time specified and estimated performance measures that need to be fulfilled operation .

5 - Economic value (economic value): The relationship between benefits and costs of service and product and facility
In terms of operation. The economic value of the components of " value " , " credit rating "
" Conversion Value " " Value for money " is.

5 - value (use value): The financial equivalent functional characteristics of a product or service that needs to be fulfilled Brdarra safe .

6 - credit value (esteem value): attributes of a product or service that contributes to the financing of the property , or the sale of its going to be Ayjadtmayl .

7 - The value of the conversion (exchange value): Total funding by which a product or service can be traded in the market .





10 - The value of the program (program value): Plan and practice a methodology for optimizing the total cost of a used product .

Each object has a value which should be a benefit to satisfy demand . When you find a product that is valuable and useful , and demanded it be difficult to obtain .
" be done . Value Engineering is well aware of this and act appropriately to achieve better value .

Introduction to Value Engineering :

Value Engineering is an organized effort which aims to review and analyze all activities of the project
Initial ideas to the design and commissioning and operation Ajrav then be created as one of the most efficient and most economical methods known in the area of ​​engineering activities .
Less time to reach the target value engineering operation without adding the cost or reduce the quality of work .
The continuous increase in operating costs and increasing IT costs, eliminate that part of things no role in the enhanced quality of execution is also required and is unnecessary .

Application of Value Engineering Projects Due to the complexity of the task , especially in large projects can be implemented undisputed management tool to control costs, become. The purpose of this method is the elimination or modification of anything that will impose unnecessary costs without losing the basic functionality into their designs
at each stage of a project to be implemented .

Today, as one of the best ways to improve the value of value engineering can be Mtzh managers . Successful implementation of its strategic plan to improve the quality and management of manufacturing and production and development projects have been established .

A Frayndast value engineering . The process may be repeated many times during the life of an organization .


Investigators about the main phases Frayndmhndsy value different points of view presented to realize some of them are mentioned and then combine them in a complementary framework for value engineering process is proposed .
A review of the comments provided Drmvrdfraynd Value Engineering :
According to Woodward blight and value engineering process consists of six phases as follows:

One . Data collection
Two . Finding creative solutions
Three . Analysis of solutions and select the right solution
4 . The planning for implementation ( implementing solutions Hadrml )
5 . Implemented
6 . Evaluating results and terminology required

Heller adds Fazdygry into these phases . This phase as the " knowledge of the Target Value Engineering " as leading to other phases of data collection is done.

ideas and ways of approaching it refers to .

These phases are:
One . Knowledge of the target value engineering
Two . Data collection
Three . Kakrd analysis - cost
4 . Find creative solutions
5 . Evaluate the solutions, and select the right solution
6 . Solutions to government officials or decision-making units
7 . Implementation
8 . Audit conducted

In the following brief explanation of these phases is discussed. Each phase is described in four categories listed below :
A) Describe the steps
B ) The key question to be answered in that phase .
C ) important points that must be considered in performing phase .
D ) tools and techniques that can be applied in fulfilling phase .




Phase I : Knowledge of the target value engineering
Description :
Value Engineering process may be carried in one of the following scenarios :

- Changes in the firm 's strategic objectives
- Technological developments
- The needs and demands of new customer
- New ideas for a product or service that may be provided by internal departments or imitation of competitors .



- Technological developments
- Nyaz·havkhvast new customer
- New ideas for a product or service that may be provided by internal departments or behavior is modeled .
Knowledge of whether or above or a combination of value engineering is essential , will form the first phase measure .

The key question
One . What is the product or service ?
Two . The purpose of value engineering in relation to the product or service Nzrchyst ?
Three . What is the scope of the study area ?
4 . Who are the members of the research team ?
5 . What are the research budget ?
Highlights
Funding and the relevant licenses to start the engineering process
Techniques and tools:
- Techniques and problem definition
- Techniques of selection, formation and organization of research teams : There are different opinions about the number of members . But most researchers in the 5 to 7 Nfrtakyddarnd . One person should be chosen as the leader .

Phase II : Data collection
Description : After identifying the problem and organizing the research team , it is time to gather the required information . It should be noted incomplete or inaccurate information is important because lowering the value index . This information identifies the problem and awareness of various aspects of the problem helped to provide appropriate solutions .


The key question :
One . What information is needed to start .
Two . What part of the information available?
Three . What are the main sources of information ?
4 . What are the possible problems in the way of access to information ?

Highlights:
- Knowledge of the information system
- Use of past experiences in the Value Engineering
- Trying to collect data filtering before they Vprhyz the evaluation stage
- Develop an appropriate method of documentation

Techniques and tools:
Data collection ( interviews, questionnaires , etc. )

Phase III: Analysis Karkrdhzynh
Description : According to experts, the most important phase of value engineering phase will form . In this phase, based on the information obtained about important functions that must be considered in designing a product or service , a decision is made . Generally classified into two main functions and sub- functions are divided .
Main functions : those who have purchased a product or means for its wisdom. The main task of the project.
Sub- functions : the functions of the Mqasddygrmtrh Shvndvbh not directly related to the primary purpose Shvdblkh them support. Actually functions selectively designer to do core functionality , allowing research shows .

The key question :
One . The secondary functions are the main functions of a product or service ?
Two . The main functions and sub ​​approximate value paid to customers ?
Three . The approximate cost of primary and secondary Ayjadkarkrdhay paid product or service ?
4 . Functions with costly What ?
5 . You can be certain Karkrdharahzf ?

Highlights:
- Analytical methods Nalyrkarkrd - cost
- Consider key factors in the successful marketing of a product or service
- Given the importance of standards in relation to the product or service

Techniques and Tools:
Parameters were assessed using paired comparisons method (AHP)
Nalyzkarkrdy techniques with system perspective (FAST)

Fourth phase : finding creative solutions
Description : Creativity is the lifeline of any organization . In the constantly changing world of today , the main creative Ankarpzyr organizations to build a brighter future because without it , organizations will be able to make changes in the defensive mode . Following the selection of the desired product or service functions and contribute to their work.

The key question :
1. The procedures for establishing the performance of the product or service there.
2. These methods , to what extent is innovation ?
Highlights:
- Given all the solutions seem impossible , even if I Drvhlh .
- Avoid making judgments about solutions and their evaluation
- Providing creative platform Vrf barriers in the organization
- Use of external resources , especially in terms of creative solutions Mshtryn Drpydakrdn
- In this phase, we should not only focus on the question " How can we improve the process ? " But the fact that he thought Baydbh " Button What actions can we run the other way ? "

Techniques and tools:
- Brainstorming Brain Storming
- Delphi technique Delphi Technique
- Nominal Group Technique Nominal Group Technique


Phase V: Evaluation of solutions and select the right solution
Description : According to the Organization for Rehabilitation cost solution to implement the financial, technological , human resources , etc , compare solutions and the optimal solution is selected .

The key question :
1. The resulting solution is to create the desired function ?
2. Costs of solution implementation in practice is how much ?
3 . Whether the organization provides opportunities to implement the solution ?

Highlights:
- Determine criteria and indicators to assess
- Analytical methods for evaluating and selecting the right solution Solution
Techniques and tools:
- Simple weighting techniques
- Paired Comparison Technique

Phase VI: The proposed Recommendation phase


The key question :
One . Who are the decision makers about solutions ?
Two . How does the solution provide ?


Highlights:
- Anticipating possible obstacles in adoption solutions
- The needs of decision-makers should be considered as value engineering change proposals acceptable deal .
- It is possible impediments to the plan proposed by individual members outside the group
- Use the appropriate method of presentation (Present) solutions

Tools and techniques :
Tool written plan (proposal) oral presentation (Presention)

Phase VII : Run Emplimentation phase of idea , no matter how valuable , can not be used if no value and the results are measured in terms of value here . If approved, the proposed solutions , and to provide a preliminary implementation are conducted . The estimated cost for this service , to provide the necessary funds , the benefits are outlined , recommendations are identified , implemented programs are proposed to determine the donor list .

The key question :
One . Problems , possible solutions to implement in practice what
Second . , What resources are needed to implement solutions that no organization should be fulfilled ?
3 . Implementation costs how much?

Highlights:
- Quickly run through careful planning and control Falyha
- Log and document the results

Techniques and tools:
Techniques and tools for project planning and

Phase VIII: audit
Audit results are usually carried out by a group of experts and customers is through surveys .

Key question :
1. The implementation of the predetermined solutions Ayjadkarkrdmvrdnzrbahzynh be Mnjrmy ?
2. Whether the execution time of engineering, decision parameters (eg demand Nyazmshtryan ) have compartment- change ? This change affects the attractiveness of the solution is ?

Important:
Ensure successful solution before mass production and product supply to market

Techniques and tools:
- Survey instruments such as questionnaires and interviews
- Techniques from experts or customer rating
- Statistical techniques

Value engineering constraints :

information is correct and applicable to group problem solving .

Instead, it is those who have no executive powers swimming document and its implementation are interested in learning more . While the perspective of value engineering to reduce costs not only reduce the cost of ancillary products implementing it.


Conclusions:

Value Engineering is an organized collection of related steps . , Which can be interpreted as a " process " to be defined . Value engineering process intended to identify the important functions of a product or service and convenient method of creating the function is performed .
This capability , value engineering as an effective management tool in position competitive advantage has become