THE BRAHMA VISHNU SHIVA CONCEPT OF MANAGEMENT

All three are important – the creation, the maintenance and the dissolution of productive activities …The easier and more popular one is maintenance. This aspect of Trimurti is important.  This is where things happen and continue to happen.  The wealth generation happens here more . ..This has however to be balanced  with the other two beneficial aspects… one is creation – new products,  now processes, new market, new opportunities  have to be sought and found.  This gives news life to the second Trimurti aspect.  While doing efficiently is important, doing what is effective is equally important, if not more… the dissolution is more difficult than the creation…we develop an attachment  for what we have and this keeps us from the shiva aspect and Brahma aspect of reality… especially in older organisations…the mother explained: this is what he sees in the cartoon strip.  The authors of the strip may not have visualised the consequences I suppose.  Their aim was excitement perhaps … the children see with curiosity and with attention.  What do we make available for them to see.  How do we want to  shape their being?

CUSTOMER RELATIONS-1

…..

MOMENT OF TRUTH

To the customer the big truth the moving truth

Is the quality of experience

With one of your representatives i

In person

By letter or over the phone.

Your ads and glassy annual reports

Matter – but little.

When I get the experience you care for me

You value my person/presence

I feel loyal to you

I will promote you

I will influence others in your favour.

Just as I can do it positively

I can do it negatively too.

The moment of truth determines my direction-

At least heavily influences          

the direction.

Who is a customer? - 1

Finding a customer;   feeding a customer;

Who is a customer for us or anybody?

Who are our customers, major ones and loyal ones?

What are their needs, wants and expectations?

How do we know them?

Assumptions beliefs verified recently

How are we meeting them? according to us; according  to them;

When and how did we ascertain?

Are their gaps and are gaps closing/widening?

Why care for them – and how?

Survival/competitive reasons

Success/economic ones

Professional/intellectual

Personal/emotional

Ethical/social

Higher/spiritual

What is the aim of business?

The aim of everyone in the organisation

To win/get a customer and to keep a customer

No customer no business

No growing customer no prosperous business

The purpose/aim of any business

Profit a byproduct

Give, take, make, need, meet, transact

Understanding the psychology of our customer

Our people as a customer one way

He is like us human, uniquely human

General needs/special needs

Let us analyse our experience as a customer

Feeling level/decision level

We have a need/want

We go to help to have that need met

Someone offer to meet those needs

Technical dimension/human dimension

eg., insurance/restaurant

Functions – technical, economic, emotional

Options and how we exercise

In whose favour 

He gets surplus of money

We get surplus of satisfaction

We will like him to buy

Instead of our having to sell

Whatever is important  to him – no one asked

Dealing with reality, customer reality

Like it or not/ like it ,enjoy and serve