Simple tips to create an innovative environment for your team

I really feel proud and motivated when my clients call me up, and give me feedback regarding my work. One of such experience happened yesterday.

Jitesh (my client) is a small business owner, who runs his graphics design business from India. Few months ago, he came to me and asked – “Bhavin, my business is doing bad. Our customers are not happy with our products, and it seems that we have lost our innovation capabilities in the rapid expansion. Can you help me fix this?” Yesterday, he called me up again and told me – “Bhavin, your ideas worked. Our customer satisfaction has increased by 40% as compared to last year, and we are coming up with really great designs. You should check us out. Thanks for your help, buddy”.

So, what happened between now and then? Trust me, I didn’t gave him any magical powers through which his employees started innovating. I knew that he has top performers in his team. What he might be missing is – the innovative environment. And that’s what I provided to him. Following are couple of tips that helped him in creating an innovative work environment.

Implement a suggestion box system:  Don't just have a suggestion box, which does nothing. Have some mechanism to review these suggestions on daily basis (assigning a resource to review these suggestions on part-time basis would be your best bet). Make it a simpler process, there should not be any lengthier forms and long paperwork. I would recommend you to provide an intranet application with four key elements – idea, implementation plan, evaluation, accept/reject. And yeah! Have some mechanism to recognize these ideas. For example: great ideas of the year award.

Have an event for the best ideas: If there is an important issue that needs some creative ideas, then why not have an event where people with the best idea wins something? You can also have a  team contest where teams post ideas on an intranet site and everyone can vote for their favorite. Or throw a party where people have to contribute ideas to get treats such as snacks and drinks.

So, what do you think? Do you have any other ideas to create an innovative environment? If you do, then please feel free to share your opinion with me. I would love to hear from you. Thanks. – Bhavin Gandhi

What can Executives learn from Obama’s State of the Union speech? (Part 1)

In the State of the Union speech, Obama touched many critical issues related to the growth of the United States. Delivering his annual State of the Union address to the US Congress, Obama made various references to emerging economies like India and China. He also unveiled his plan to maintain American leadership in an increasingly competitive world marked by the surge of nations like India and China. His plan relied on four key pillars - innovate, educate, build, and reform. These are four few crucial things that Executives should learn from his speech. In this blog, I will concentrate on innovation.

In today’s environment, most of the companies are reducing their R&D spending by drastic amount. They are trying to cut almost everything to reduce their spending and improve their profit margin. This might be the good strategy for the short-term, but it is definitely not sustainable on long-term basis. History speaks for itself. By just one Google search, you will be able to find various companies, who lost their competitive edge by reducing their spending on R&D. Reverse of this is true too. Look at Apple for example, it differentiate itself by bringing innovative products in to the market. Maybe that’s the only reason why they have crazy fan following.

Obviously, just pouring money in to R&D without an actual plan will get you nowhere. So, create an innovation plan before you think of investing in R&D. Define your goals and clarify your objectives. One thing that might help is to create a small research team, who think more broadly and creatively without outside pressure. Don’t be like those big companies, who eat their own children. Create an environment where your employees can feel innovative. Don’t be afraid of disrupting your own revenue stream with a new unit. Empower your employees to innovate, and change the organization’s culture to think out of the box. Don’t ever ditch all the little initiatives to focus on core business without at least acknowledging them.

So, what do you think? Do you have any other ideas to create an innovative environment? If you do, then please feel free to share your opinion with me. I would love to hear from you. Thanks. – Bhavin Gandhi

How to create a perfect Action Plan

Thanks to LinkedIn, this weekend I met my old friend from high school. He is now a Manager at one of the biggest MNCs (Multi National Companies) in India. While we were talking on skype, I came to know that he is also facing similar work challenges as other Managers.

Almost all the Managers create Action Plans to make sure that a particular amount of work gets done. But most of the times, they forget to follow up on the assignments. I have seen many managers, who work on problem-and-solution kind of approach. They will have many action plans for other items, but they don't get any priorities until failure to execute those plans disrupts the normal operation of the business. In that case, they forget about the old action plan and work on resolving the current issue. This keeps on happening again and again. So, what can you do to ensure that Action Plan is taken seriously?

I can't tell you the perfect answer for this question, but I have developed few strategies throughout my experience, which helps me in ensuring that my Action Plans are implemented properly.
- Request your managers to kick off biweekly meeting, stressing the import-
ance of the Action Plan. This meeting will help you in getting all mangers on one page, and ensuring the importance of the Action Plans.
- Invite different team leads in these meetings to share their stories about some of the key competencies and why they are critical to the success of the organization.
- Don't forget to send a copy of the Action Plans after every meeting. This action plan should contain: action item, person responsible to finish that task, probable end date for that task, etc.
- Ask the group members to set up a meeting with their supervisors to
go over their Action Plans as homework.
- Make sure that your supervisor or leader must attend this meeting on regular basis to stress the importance of these meetings.
- As homework, ask each participant to meet with each of his or her team members to informally listen to each worker’s career goals.
- And yeah! Don't forget to review the results in a follow-up session. Even if your goals have changed from the last meeting, you should still follow-up. This will give you the opportunity to at least document the to-date progress of that particular action item.

So, what do you think? Do you have any other ideas to create a perfect and workable Action Plan? If you do, then please feel free to share your opinion with me. I would love to hear from you. Thanks. – Bhavin Gandhi

Future of collaboration – The Obama way

I recently helped one of my clients to create a collaborative application with their suppliers. This piece of software will help them in reducing their administrative costs by huge amount, and improve their process efficiency. During this entire process, I kept wondering about the future of collaboration.

In today’s world, the collaborative possibilities are transforming the way organizations operate. Look at the presidential primary campaign of 2008, Barack Obama became what The New York Times described as the first real “wiki-candidate”‘, with an online fundraising operation that operated in much the same way as social networking sites like MySpace or YouTube. The ‘my.BarackObama.com’ site offered users a practically unlimited array of ways to participate in the campaign. You can register to vote, or start your own affinity group, or download an Obama news widget to stay current, or get text-message updates on your mobile phone, etc. This list goes on. But the important thing to learn here is - Barack Obama’s campaign is a sign of things to come. It involved and connected voters in new ways, allowing mass participation in politics on an unprecedented level.

Now, let’s forget about the politics for the time being. Have you ever had chance to look at one iPhone app – the barcode scanner? This app is a live example of the future of collaboration. Using this app is really simple. You just have to scan the barcode of the product that you like, using your iPhone camera, and it will show you the price of the exact same product in other stores. I personally think that this is the future of collaboration. In the future, people will use technology as their primary resource for collaboration. Doctors will be able to see your complete medical history by just one click; Universities will be able to see your transcripts from another University in a second; business will be able to accurately predict the demand of their consumers. Those days are not far away, when your Doctors will be able to see your payback capacity (credit history) before operating on you.

I hope my article was helpful, and I am eager to hear your feedback. Thanks. – Bhavin Gandhi

3 simple ways to make your business like Apple, Inc.

Recently, I was called upon for a consulting opportunity in one small business. Their major problem was to acquire new customers. Due to recession, they were getting less businesses from their existing customers. And that's why they were very entusiastic in acquiring new customers to survive. This business problem kept me thinking about today's businesses. For first few days, I didn't have any answer. I was asking myself, how can you make a good customer base? how can you create demand? how can you establish a recession proof business? And I looked at my iPhone and realized that there are few companies (Apple), which are creating huge demands for their products even in this economic crisis. 

Those days are gone when we used to manufacture a product and hope that someone will buy it. If businesses wants to be successful in the 21st Century then they need to have customer centric business approach. The key to your business future is - how can you create an extraordinary customer experience for people? What can you do to delight your customers, so that they will decided to do business with you again? Well, I am not a business creation expert by any means, but here are three simple ways to create a business like Apple.

Make your employees love your company: Great companies are always built by great employees. The key to an extraordinary customer experience is to make sure that the people in your company, who don’t want to be there go somewhere else. You only want employees who wants to work in your company, instead of people who just wants to cash their paycheck on every week. If you can create an employee base like this then they will focus on doing something that they like, and you can focus on your customers. Wouldn't you want your customers to hear that - your company is a great place to work?

Quality is more than you think: The bookish definition of quality is - your product or service conforms the customer’s standards and requirements. But I would define quality as customer experience and more. We should always deliver a product/service which not only meets customer's standards but exceed them. I am not saying that you should over build your product, but make sure to act as a user of that product when its ready. Ask yourself a question - will you buy your product if you were a customer? If you ask me, Apple had done a really good job of maintaining its quality. And that might be the major reason for creating a loyal customer base.

Make everything work for your customer: I really love to visit Apple retail store. And I am always amazed by seeing the crowd in the store. The key is in their service. They have revolutionized the retail computer industry by providing on-site training classes, amazing customer service, and friendly environment. Their sales people will always help you in  integrating your new Apple product with your other products, so they actually work together as one package. What a concept! Customers today are more impatient than ever. Thus, any business that offers to serve its customers faster immediately becomes the preferred supplier, even at a higher price. So, make everything work for your customers, and you can also create a business like Apple.

I hope my article was helpful, and I am eager to hear your feedback. Thanks. – Bhavin Gandhi

3 simple tips for empowering your virtual team

Wow! What a busy last month? With holiday season approaching, I wanted to make sure that I finish all of my work before people leave for their holiday break. Just a few months back, I worked with a company in India, where I worked as a liaison between the company and ERP consultants to implement a new inventory management module. This month, my biggest challenge was to train their personnel in using the new system with the help of those consultants. The road was full of obstacles with many challenges of virtual teams, but I somehow managed to do finish that task on time. And with this blog, I will discuss some of the methods that I used to make my virtual teams succeed.

Set clear expectations: To get your teams off to a running start, you must set clear expectations. Before coordinating the training effort, I had created a training plan, which was far more detailed than my current MBA classes. It clearly stated roles and responsibilities of each person involved in the training with the training schedule and a back up plan. This plan really helped me in reducing those redundant e-mails and other wasteful coordination efforts.

Pass on the torch: In real life, it is not a good idea to keep all your eggs in one basket; in virtual team environment, it is not a good idea to have only one contact person. Thus, my policy is not to allow team members to dominate a team by force of personality. I like to rotate team captains. In my team, every member will rotate leader and follower roles. This mechanism helps me to get to know each individual, and helps each team members to practice their leadership skills during the project.

Give tools to communicate: I believe that in a team project, team members should have as many tools as possible to communicate with each other. When I got the names of team members in my team, I distributed their e-mail addresses, skype id, and telephone numbers to everyone. I also establish team specific synchronous chat rooms in which conversations are automatically archived, giving all members a record of discussions. I also provided team with a private asynchronous message board. I would recommend you guys to use tools like Google Groups, Windows Live Space (Skydive), etc.

I hope my article was helpful, and I am eager to hear your feedback. Thanks. – Bhavin Gandhi

3 simple rules for selling more to your existing customers

Yesterday, one of my ex-client called me up, and asked my advice on - How to get more business? If I didn't have a good idea about their business then I would have advised them on few market expansion strategies. But I knew that he already has few major players of the industry as his clients, and he can get more business from them. And that's where I got an idea for my new blog post.

If you own a business with already established accounts, then increasing sales from the existing customers would be the best bet. Although this type of account management strategy sounds simple to plan, it is tough to execute. Here are three simple rules that might work well for all type of businesses.

Rule 1: Be honest about deliverable of your product or services. Your job as a relationship manager is to ensure that you give the customer accurate status. Obviously, you don’t want to announce problems using mass emails. However, if a major delivery is at jeopardy, the best way to handle it is to be upfront with the customer and present a problem resolution plan. Repeated honesty in disclosing problems and sincerity in trying to resolve them will help you to earn customer’s loyalty. These loyal customers will pave the way for the next deal.

Rule 2: Don't harass your customer. Relationship managers should focus on delivery rather than upfront sales. If delivery is done right, your customers will become the salespeople for you. It is best to slowly build the relationship and then talk sales, not vice-versa.

Rule 3: Relate with your customers on a personal level. I do independent management consulting, so I don’t have any account manager to handle my accounts. I, myself, have to work as a relationship manager for my customers. I try to invite my local customers to the bar and lunch quite regularly. If you got to know individuals personally outside their professional role, you are going to get more business from the same customers.

I hope my article was helpful, and I am eager to hear your feedback. Thanks. – Bhavin Gandhi