Crest Dynamics Newsletter Dec 2017

Crest Dynamics

Supervisory Tips: Official Newsletter of CreOsftfiDciyanlaNmewicsletter oMf Cidre-MstaDyyn2a0m15ics
December 2017

Leadership

QA Supervisors Part 1 / 2

Be a provider of information and 1. Share Your Vision. Communicate your mission and vision to
service, rather than a process them early and often, and ask for their continual input so that
enforcer they see what you see and are committed to working toward
that result.
Identify as much information about
your findings that help track the root 2. Involve Employees in Goal Setting and Planning
cause of the issue, and learn to offer Activities. Seek out their ideas, knowledge, and insights,
your validation and analysis services and invite them to help make important decisions.
as frequently as possible to the
developers on the team. 3. Explain the Why. Don’t just tell someone what to do without
making absolutely certain they also understand why that task
Focus on exploring and learning needs to be completed and why you’ve selected that
about the products that you test individual for the job.

Build your domain knowledge about 4. Let Them Choose the How. Whenever possible, let your
the product, along with understanding employees decide how to achieve the task you’ve assigned.
the business objectives of the Agree upon what constitutes a successful outcome, then let
product. Exploring the product will them chart their own course.
help identify new features that may
not have been clearly designed or 5. Delegate Authority, Not Just Work. Give employees a
implemented. Questions raised by leadership role in some of the meetings they attend.
testers often help product owners with
better workflow designs and
developers with better scenario
implementations.

.

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Customer Service

Be True to Your Word Be Memorable – For the Right Reasons
Only ever offer a customer or client something that We tend to remember positive and negative
you are sure you can give them. experiences more vividly than average day-to-day
ones. Try to make every customer’s experience a
It is better not to mention a delivery date and then positive one that they’ll remember and talk to others
deliver tomorrow than it is to say you’ll deliver about.
tomorrow and then don’t. It is better to tell your hotel Be helpful, be courteous and polite – give a little extra
guests that the fire alarm system is being tested in the if possible, even if it is just some advice or extra
morning than let them find out for themselves. Stick information about the product or service they are
to deadlines, make sure you turn up promptly for any buying or interested in buying.
appointments and never make promises you cannot
keep. If situations change then let the customer know If appropriate, and you need to be careful here, try
as soon as possible. telling a joke or introducing an element of humour; if
successful you will add to the positive experience of
the customer

Crest Dynamics Corporate Membership

• Certificate and Non-Certificate e-Learning.
• e-Resources – Business News, HR & Customer Service Magazine,

etc

• Pre & Post Training Support

• Membership Certificate

• Visit www.crestdynamic.org to register

.

soon as possible. Eight Steps Sales
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Psycho- Solving
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Lean Manufacturing: www.crestdynamics.org

Those Who Believe In Lies Are e-Newsletter Subscription
Fools
e-Mail us if you wish to put your
Taiichi Ohno believed that one should base their colleagues or HR friends on our e-
judgments on his or her experience on the shop Newsletter database.
floor, not from a document alone. Ohno believed that
data can be manipulated and that there is often bias e-Resources
and falsehood in presentations found in excel
spreadsheets and powerpoint presentations. His Register to access e-resources.
antidote? Visit the shop floor.
.
Data is, of course,
important in manufacturing, Free e-Learning

but I place the greatest Register to access.
emphasis on facts.” –
Taiichi Ohno Training Proposal

If you base your judgments on documents you Contact us for In-House Training
received, you’re most likely going to make wrong Proposal.
decisions. If you have even the slightest doubt in the
information you received, you must step onto the
shop floor for verification. For example, there was a
president of a company who did not have sufficient
technical knowledge, as he had been accustomed to
mainly administrative types of work. Therefore, he
made it a rule to visit the shop floor whenever he
faced uncertainty with the documents given while an
executive meeting took place. Consequently, he
often discovered that what had been told in the
meetings were false assumptions.

According to Wakamatsu, Taiichi Ohno was fond of
sharing that story, hoping to illustrate that a simple
gesture such as spending time on the shop floor can
prevent poor decisions and bad judgments.
Furthermore, when the company knows that the
president visits the shop floor often, it actually can
ensure that data and presentations in the future will
be more accurate, since workers know that the
president will always validate what he or she reads
with his or her experience on the shop floor

Inspiring Story Training Programs HRDFSBL

The blind man replied, “Yes, *Programs can be conducted in Eng. or BM
unfortunately, I am blind and I can’t
Leadership & Supervision
see anything but a lighted lamp Proactive Supervisory Skills
Highly Effective Supervisory Skills
which I am carrying is for the Leadership Master Practitioner
Think Like a Leader, Lead Like a
people like you who can see. You Thinker
Shift Your Leadership
may not see the blind man coming Lean Leadership
Executive Management
and end up pushing me. That is
why I carry a lighted lamp”. Continuous Improvement
Kaizen Made Ezy
The group of travellers felt Kaizen Thinking Mechanism
ashamed and apologized for their Understanding Lean Manufacturing
behaviour. Office Lean
Single Minute Exchange Die (SMED)
Once upon a time, there was a Moral: We should think before Poka Yoke
judging others. Always be polite Training Within Industry
small town. There lived a man by and learn to see things from others Productivity Improvement Techniques
himself who couldn’t see. He was point of view. 5S Step by Step Approach
Auditing for 5S Compliance
blind. Yet, he carried a lighted lamp Jidoka
Statistical Process Control
with him whenever he went out at
Management
night. Creative Thinking & Problem Solving
Performance Improvement Strategy
One night as he was coming home Time Management & Personal
Effectiveness
after having a dinner outside, he Communicating at Work
Performance Appraisal
came across a group of young Administrative Skills
Building Superior-Subordinates
travellers. They saw that he was Relationship
Conflict Management
blind, yet carrying a lighted lamp. Coaching & Counseling Skills
Train the Trainer: A NLP Approach
They started passing comments on Behavioral & Performance Interviewing
Skills
him and made a fun of him. One of Managing Absenteeism
them asked him, “Hey Man! You Inspiration for Work
are blind and can’t see anything! Motivational Programs, and more
Why do you carry the lamp than?!”
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Crest Dynamics Selling Psychology
Sales Warrior
ask the experts >>> WOW Your Customer Care
Telephone Courtesy and Techniques

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