Comments for COE-Partners http://www.coe-partners.com Architect of High Performing Organisations Mon, 26 Mar 2012 02:37:04 +0000 hourly 1 http://wordpress.org/?v=3.3.1 Comment on Complaints – The Tip of the Iceberg by UK http://www.coe-partners.com/complaints-the-tip-of-the-iceberg/comment-page-1/#comment-109 UK Mon, 26 Mar 2012 02:37:04 +0000 http://coe-partners.com/Blog/?p=23#comment-109 I totally agree, Martin. If the same complaints keep coming back, our measures for fixing the problem and eradicating the root cause may not work. This is important to know anyway. Uwe I totally agree, Martin. If the same complaints keep coming back, our measures for fixing the problem and eradicating the root cause may not work. This is important to know anyway. Uwe

]]> Comment on Complaints – The Tip of the Iceberg by Martin Gunawan http://www.coe-partners.com/complaints-the-tip-of-the-iceberg/comment-page-1/#comment-108 Martin Gunawan Mon, 26 Mar 2012 02:25:16 +0000 http://coe-partners.com/Blog/?p=23#comment-108 As the complaints we receive are only the tip of the iceberg, it means we need to put more effort to reveal the iceberg more and more. Does it mean that more complaints coming to us is much better? It's true, that through more complaints we can see and analyse which processes need to be be improved, which products still can not fulfill customer requirement and expectation. But, we must pay attention to the 'repeat complaints'. If this repeat complaint keeps coming, that we do not any thing valuable for customer in improving our service and products. As the complaints we receive are only the tip of the iceberg, it means we need to put more effort to reveal the iceberg more and more.
Does it mean that more complaints coming to us is much better?
It’s true, that through more complaints we can see and analyse which processes need to be be improved, which products still can not fulfill customer requirement and expectation.
But, we must pay attention to the ‘repeat complaints’. If this repeat complaint keeps coming, that we do not any thing valuable for customer in improving our service and products.

]]> Comment on Complaints – The Tip of the Iceberg by John Yeo http://www.coe-partners.com/complaints-the-tip-of-the-iceberg/comment-page-1/#comment-107 John Yeo Sat, 24 Mar 2012 04:23:47 +0000 http://coe-partners.com/Blog/?p=23#comment-107 Concise article. Truly, while the emotions of the feedback may mask the intent of the complaint, it is useful to constructively unpack the actions and reactions of these valuable data. That said, it is also great that the article asserts the value of being proactive to design for a more meaningful customer experience by identifying features of the experience of users for enhancement or to change a system process that can always be enhanced! Concise article. Truly, while the emotions of the feedback may mask the intent of the complaint, it is useful to constructively unpack the actions and reactions of these valuable data. That said, it is also great that the article asserts the value of being proactive to design for a more meaningful customer experience by identifying features of the experience of users for enhancement or to change a system process that can always be enhanced!

]]> Comment on Complaints – The Tip of the Iceberg by Lee Tiong Peng http://www.coe-partners.com/complaints-the-tip-of-the-iceberg/comment-page-1/#comment-106 Lee Tiong Peng Fri, 23 Mar 2012 11:16:38 +0000 http://coe-partners.com/Blog/?p=23#comment-106 Respond to the reactive data! Customer voice is heard. Plan for the proactive data! Listen to the customer Respond to the reactive data! Customer voice is heard. Plan for the proactive data! Listen to the customer

]]> Comment on Complaints – The Tip of the Iceberg by Renaux http://www.coe-partners.com/complaints-the-tip-of-the-iceberg/comment-page-1/#comment-105 Renaux Fri, 23 Mar 2012 09:15:58 +0000 http://coe-partners.com/Blog/?p=23#comment-105 Hello, Great article. But we should not underestimate proactive ways of gathering VOC data, especially Go to Gemba. Best regards, Bruno Hello,
Great article. But we should not underestimate proactive ways of gathering VOC data, especially Go to Gemba.

Best regards,
Bruno

]]> Comment on Managing Volunteers by Danny Wong http://www.coe-partners.com/managing-volunteers/comment-page-1/#comment-103 Danny Wong Sat, 17 Dec 2011 08:33:15 +0000 http://www.coe-partners.com/?p=1968#comment-103 Amy, you are right. Times have changed towards flexible workforce, flexible to change job and progress. It is easy for them to find a job nowadays and they can leave whenever there is an issue. We need to rethink our retention strategy. Any general suggestions apart from your article? Danny Amy, you are right. Times have changed towards flexible workforce, flexible to change job and progress. It is easy for them to find a job nowadays and they can leave whenever there is an issue. We need to rethink our retention strategy. Any general suggestions apart from your article?
Danny

]]> Comment on The Best Coach I Ever Had by Pamela Dua http://www.coe-partners.com/the-best-coach-i-ever-had/comment-page-1/#comment-101 Pamela Dua Sat, 22 Oct 2011 07:45:10 +0000 http://www.coe-partners.com/?p=1779#comment-101 This reminded me of Amy Tan (previously Director at MOM and now Director at CoE), whom I respect as my Mentor and Coach. Amy inspires and motivates me in every way. I recall when I had to make a presentation in front of some 15 fellow HR practitioners on Talent Management, and was not very confident, she was full of encouragement and assurance that I will do well. I overcame my nervousness. When I needed advice on HR matters, she is within a phone call. She shares her knowledge and experiences through stories with me. I have benefitted from her good advice and had improved my decision-making in many ways. To me, a Coach is someone who can change you to become a better skilled person and Amy has done that. In addition, she shared her personal values with me which was another way of coaching me to become more successful in what I do. Thank you, Amy. This reminded me of Amy Tan (previously Director at MOM and now Director at CoE), whom I respect as my Mentor and Coach.

Amy inspires and motivates me in every way. I recall when I had to make a presentation in front of some 15 fellow HR practitioners on Talent Management, and was not very confident, she was full of encouragement and assurance that I will do well. I overcame my nervousness.

When I needed advice on HR matters, she is within a phone call. She shares her knowledge and experiences through stories with me. I have benefitted from her good advice and had improved my decision-making in many ways. To me, a Coach is someone who can change you to become a better skilled person and Amy has done that. In addition, she shared her personal values with me which was another way of coaching me to become more successful in what I do. Thank you, Amy.

]]> Comment on The Best Coach I Ever Had by Frank Janu http://www.coe-partners.com/the-best-coach-i-ever-had/comment-page-1/#comment-100 Frank Janu Sun, 16 Oct 2011 11:41:09 +0000 http://www.coe-partners.com/?p=1779#comment-100 Amy, this is a coincidence. I just read the book "Facilitating Transformation" by Douglas O'Loughlin. The amazing part is that Doug obviously remembers well his coachee Amy Tan whom he mentions in the book. This must be you, right? What a nice story. And the best is, it is really true. Congratulations! Amy, this is a coincidence. I just read the book “Facilitating Transformation” by Douglas O’Loughlin. The amazing part is that Doug obviously remembers well his coachee Amy Tan whom he mentions in the book. This must be you, right?
What a nice story. And the best is, it is really true. Congratulations!

]]> Comment on The Best Coach I Ever Had by Josephine Ho http://www.coe-partners.com/the-best-coach-i-ever-had/comment-page-1/#comment-99 Josephine Ho Mon, 26 Sep 2011 06:05:42 +0000 http://www.coe-partners.com/?p=1779#comment-99 Having such a boss is indeed hard to come by. At the end of the day, Doug can proudly say to others that his greatest achievement lies not in what he has accomplished for himself but the people he has developed. I aspire to learn like Doug! Having such a boss is indeed hard to come by. At the end of the day, Doug can proudly say to others that his greatest achievement lies not in what he has accomplished for himself but the people he has developed. I aspire to learn like Doug!

]]> Comment on Contextual Thinking – The Key to Success in Communicating Innovative Proposals? by Rob http://www.coe-partners.com/contextual-thinking-the-key-to-success-in-communicating-innovative-proposals/comment-page-1/#comment-97 Rob Mon, 05 Sep 2011 14:11:14 +0000 http://coe-partners.com/Blog/?p=12#comment-97 We always run an intro session for our management team at the start. That does not really help. The best help comes from management participation in the process. At least as observer from time to time. The facilitator plays an important role. He is to be creative enough to spur our creativity but not too creative because then he is not accepted. Tough call. We always run an intro session for our management team at the start. That does not really help. The best help comes from management participation in the process. At least as observer from time to time.
The facilitator plays an important role. He is to be creative enough to spur our creativity but not too creative because then he is not accepted. Tough call.

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