Beeing a leader or a coworker is a constant cooperation / balancing act with others
In my experience one of the more important areas to address is the balance between feeling and logic,
in my vocabulary Heart and Mind
Heart and Mind Management provides Assessment, Coaching, Training, Workshops supporting in management and organisation effectiveness
We updated the homepage on 2 Oktober 2023
I have recorded spoken presentations on the following subjects and launched them, and also updated the homepage
Customar meeds
What the customers use or their expectation on the product or service
Examples of customer needs
Product need
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Functionality
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Price
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Convenience
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Experience, it has to be easy to understand the product
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Design
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Reliability
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Performance
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Efficiency
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Compatibility, it has to work together with other products that the customer uses
Service needs
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Insight, in contact with customer service
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Legal
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Transparency
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Control over the delivery
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Options
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Information
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Availability, to get hold of service
Keyword research
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To investigate what keywords are used to describe the product you are aiming to launch (e.g in search engines like Google)
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This helps you to decide how to name your product features, or to optimise your website after launching
How do you analyse what the customer needs
1. Customer Need Analysis Survey
- Questions to ask the customer to describe your brand with positive and negative
word associations
- Ask the customer to group your brand with similar or competitive brands
- Questions to compare, rank and sort preferred usage of brands
2. Try to analyse the results
- Functions
- Advantages
- Values
3. Customer feedback
- What can be changed in your company to meet the feedback
- What items can be developed further?
- What experience and functions are needed to work with?
Customer first marketing
Ask yourself
1.What problems do we solve?
2.Who has these problems?
3.How will customers find our solutions?
When problems occur you have do you handle them with corrective actions and the contacts with the customer are by:
- Phone
- Chatting
- Social media
- Personally
- Call Back-service (Your company calls back to the Customer
- Self-service (To teach the customer how to handle the problem themselves)
- Interactive virtual assistance (Give typical questions and answers on line trying to
get the customer to solve the problem themselves.)
To still keep the customer happy
Cost has to be a balance between the Quality and the service cost/activities
Cost for the Product
1.Cost of the product
2.Cost of the development of the product
Cost for Service
1.Service
2.Corrective actions
- Diagnose of what is wrong
- Repare
- Exchange
Homepage:https//www.heartandmindmanagement.com
Customer Needs | Heartandmindmanagement | Västra Götalands Län
Targets
To be able to define good targets one needs to have a relevant knowledge about both the customer and customer needs
You can see the targets as a breakdown of the customer needs
They make it possible for different parts of the organization to work in parallel
For this to work a lot of effort needs to be put into the breakdown of customer needs and targets so that
- The entire product is covered
- All needed functions are taken care of in the breakdown
The Targets need to be SMART
- Specific
- Measurable
- Accepted
- Realistic
- Time limited
Homepage:https//www.heartandmindmanagement.com
Process Simplicity
If a process has too many steps we tend to forget some of them
A process needs to be measured – to indicate what can be improved
A process Management
- Organisational efficiency is gained by the documentation effort
. Process Management is focused on methods, not the tools
- Focus on the holistic view not on the precision of the process
- Focus on the essentials not on details of the process
- Process Management is based on co-workers’ knowledge and the leaders’
ability
- A process needs to measured - to indicate what can be improved and whether
an action performed has the intended effect
- Process review (a part of Building Blocks) is a systematic way to maintain the
processes
6 steps to make your Process Simpler
1. Get organised
Put some thought into how the workplace is organised. Are the necessary tools
and equipment there? Is the eqipment and material you need to use, placed in
effective positions to one and another?
2. Match talents with tasks
Crosstraining is good for flexibility but matching employees with what they’re
really good at — that’s great for efficiency! Persons that do what they are experts
in do a better job with higher quality and tend to be happier and more fulfilled
3. Put hiring and training programs in place
When matching talent with tasks, need of education might appear
4. Evaluate processes regularly
Perform prosess reviews regularly, question the process effectivness - and is all
outcome used?
5. Promote better communication, gather information about the process and how it
is working
6. Listen to the employees. Persons involved in the process know how it works and
of problems in performing the process
Process Maintenance
Three questions to ask before a process change is done
1.Is change absolutely needed?
2.Will the change be used by all using today’s process?
3.Will the change contribute to make the process easier to use, mantain and support?
Abert Einstein once said : " everything shall be performed in the simplest way, but not simpler."
Homepage:https//www.heartandmindmanagement.com
Process Simplicity | Heartandmindmanagement | Västra Götalands Län
Project Portfolio
A Group of Products and service offers today and in the future
What is regarded as a part of the Portfolio is decided by the company itself and the choice can be made due to different reasons
- Technical
- Production facilities
- Market
- ..
Creating a Portfolio is often done when a problem of synchronisation needs to be handled across projects and products
To appoint someone focused on the synchronisation rather then focused on each project, can solve problems
Taking care of the long term profitability in a segment
Examples of portfolios
- Cab over engine
- Cab behind Engine
- Excavators
- Diggers
- City Buses
- Coaches
- Industrial motors
- Marine Motors
- Heavy Engines
- Light Engines
As you see by my examples I have been working in Volvo Trucks group!
Homepage:https//www.heartandmindmanagement.com
Project Portfolio
- Continuous process to identify, select, prioritise and manage the components of a
portfolio to secure
- Components alignment with the strategic goals
- Optimisation of portfolio value
- Efficient allocation of resources
Problem to address
- No shared definition of Portfolio Management and Product Planning across the
Company
- Difficulty to properly value the product opportunities
- Too many projects in pipeline
- Lack of objective information to support the decision processes
- Poorly defined portfolio decision criteria
- Inability to see available resource requirements or capacity
- Lack of visibility on products and project dependencies
- Lack of strategy cascading from the group down to the BA/BU and different product
lines
Benefit
- More clear strategies
- Ensures the consistent proposal, selection, prioritisation and planning of the right
products and projects for the organisation
- Project workload in accordance with capacities
- Value in line with expectations
Homepage:https//www.heartandmindmanagement.com
Portfolio Management | Heart and Mind (heartandmindmanagement.com)
Planned are 4 workshops during November 2023
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No cost for participating
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No limit in numbers attending the meetings
Leadership
09/10 2023
10.00-10,30
17.00-17.30
Self Leadership
16/10 2023
10.00-10,30
17.00-17.30
