CUSTOMER RELATIONS & OEM

 

To

Ø  All Consultants

(Individual Copies)

Ø  Kartavya

Ø  Abhi

 

Customer Relations

Please go thru enclosed article. There are useful lessons to be learnt.

One lesson is that we did NOT design our Order Execution System (OES) keeping in mind, the needs of our customers. Perhaps our focus (while designing OES) was too much on compiling a hell-of-a-lot of “HISTORICAL DATA/STATISTICS/TRENDS” over a period of next 2/3 years, so that, in course of time, OES can also become a powerful “PRO-ACTIVE MARKETING TOOL”.

Idea was that, 2/3 years, down the line, we could use OES as a powerful

DATA-MINING TOOL.

This is why, in OES, we are trying to “capture” (thru data entry & thru mouse-clicks), a lot of data about each search-assignment. Some of these captured data are not really required for executing the current search-assignment and may appear as so much waste of time/effort!

It is possible that some of these DATA-CAPTURE may be “slowing down” our order-execution process.

But, it is too early to jump to such conclusions, when we have used OES, for barely 2/3 months so far.

We must use OES very thoroughly for all executive-search assignments (-excluding those from CADILLA, as we discussed in our recent meeting) for next 6/8 months, and then only make

à A list of “conclusions”

à A wish-list of what we need to incorporate in Version 2.0 of OES.

By that time, we may have entered over 100 search-assignments (-and even closed most) in OES. So, we would also have GOOD compilation of HISTORICAL statements. That should enlighten us on what “Trends” are emerging.

Eg:

Ø  How mush “business” did we get from each customer? Who was best/who was worst?

Ø  What was “Average” billing/highest billing/lowest billing? -and from which customers?

Ø  Who (Which Client) gave us “Repeat” business & how much? Who gave us just one solitary assignment & never came back? Why? What went wrong?

Ø  Are there any clients worth black-listing? Worth pursuing vigorously?

What “assignments” (-and from which clients) were

 

à Easiest to fulfil         in terms of “time-taken” & “effort” put-in.

à Toughest to fulfil

 

How much of this “Easyness/Toughness” depended upon

 

à Calibre/experience/aggressiveness of the consultant who handled these assignments

 

à Availability (Member/Non-Member Database) of suitable executives

 

à Internal “indecisiveness” of client

 

à External help/assistance that we managed (eg. Jyoti Agarwal).

 

In fact the “HISTORICAL” statements of OES (as different from “OPERATIONAL”), reveal these trends. It is over job to “interpret” & draw conclusions & develop an action-plan for future.

 

OES contains down some 10 pages of such “TRENDS”! please remember that by faithfully implementing OES, we are, in effect, creating a.

 

DECISION SUPPORT SYSTEM.

 

If you have any problem in use of OES, please contact me immediately. Not using OES is NOT an option!

26/06/03

Inder

 

Function Specs For INTERVIEW MANAGEMENT MODULE

 

This article describes fully, my concept of the Interview Management Module Viz:

-          Being able to monitor the progress of each & every Manpower Request, on a single screen (U I), in a visual/graphical display (No figures/alphabets/numerals/percentages).

I have, in the past, compared this, with

à Refinery/Process Plant/Powerhouse Control Room with its mimic diagrams (on a 10 feet X 20 feet screen!), showing the performance of each & every eqpt/process

à Railway Control Room, tracking which train is on which track & exactly where

BEST bus monitoring is one more concept of “VISUAL/GRAPHICAL” control. Your task is to develop this concept into UI & all back-end functional-processes.

 

CC: Kartavya

CC: Abhi

Kept on hold? Whom I called for interview? Whom I asked to phone me? Whom did I rate A/B/C etc.?

Where can I go back & see what “decisions” I took in respect of a particular candidate?

Now Abhi, may have already provided that recruitment manager goes back & opens the Image Builder of that candidate and get to see all of his “Clicks” on the Interactive Page attached. If already done, that was clever.

But

That would still be a “half-way-house”.

What the recruitment manager really wants to see, is a

 

DECISION-SUMMARY-AT-A-GLANCE,

Such as:

MASTER-SUMMARY

Srl.	Vacancy Name	Advt. No.	Applicant Name	Rating Given	Decision
					Called for Interview	Kept on Hold	Ref.	Asked to Phone me

 

 

 

-----------------------

 

3/5

 

From such a MASTER-SUMMARY, he should be able to extract (at a click of a button),

ADVT WISE/VACANCY-WISE SUMMARY

 

When he is rating/deciding, on the screen, the resumes may not be arranged as per Advt. No./Vacancy name. one application may be for the post of “Production Mgr.”, the next may be for “R&D” Mgr.” & third may be for a “stores officer”!

Hence the need for a MASTER.

In fact, there will be dozens (or hundreds) of applications/resumes without ANY mention of an advertised vacancy! Even then, a recruitment manager may want to

à Rate it             / decide about it

à Reply to          / it

So, we need to develop a MASTER-SUMMARY software & make it talk to the

 

Interactive Response Module.

 

I suppose we can do that.

Question is,

How do we send this software to the recruitment managers? Which recruitment manager?

 

And what excuse/pretext do we use?

 

You may wish to consider following:

Ø  Every time a recruitment mgr. uses the IRM, we will get a copy.

Ø  At that stage, we can send to him the MASTER-SUMMARY  software

 

OR

 

We can send him an email saying,

 

Dear                                                   ,

 

It is possible that some candidates may have started sending you their “Image Builder” resumes, along with an Interactive Response Module (-both developed by us).

We hope, you find both of these useful. We believe, these will improve your personal

Productivity, many folds.

You may however want to keep track of your ratings & interview-decisions of the applicants, individually & collectively. You may want

à A MASTER-SUMMARY

à An Advt. wise Summary

 

(See attachments)

 

We would be happy to make available to you – without any obligation – a software that would integrate with the Interactive Response Module, and automatically generate such summaries, for your viewing, at any time.

All you need to do, is simply register for

30 DAYS FREE TRIAL

On our website, www.RecruitGuru.com, and then download the software.

At the end of the FREE TRIAL, even if you decide, not to subscribe to our webservice, you still get to use downloaded software, indefinitely – and without any obligation.

 

With relards

Abhi Khatawane.