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Dr Khurram Nawaz
Founder & Director, CIOE, United Arab Emirates
Dr. Khurram has over 30 years of TQM, Business Excellence, and leadership expertise. He excels in process management, data analysis, and benchmarking. His IMS/QHSE proficiency spans ISO standards, risk management, Kaizen, and problem-solving. As an expert in Customer Experience Management, ISO 10002, and feedback analysis, he also possesses advanced skills in Corporate Governance, Internal Controls, and project management. His teaching, BSI training, and coaching/consulting span 12 countries.
Tricky workplace situation handled
By this mentor in various human skills
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- So that we understand customer needs and then meet and exceed their needs to satisfy our customers. It will further delight them and they can act as our advocate for repeat as well as further business
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- Face to face discussion with customers would be ideal to understand and determine their needs and requirements. In addition, phone calls, feedback mechanisms, etc would be advantageous to further enrich understanding regarding customer needs and requirements.
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- You have a business with your customer. (You don't have a business without your customers) - No customers means no business.
- We need to ask and ask clearly.
- Customer choose you because you offer something which satisfy their needs and expectation, better value than competitors and on pricing.
- We need to identify relevant market including competitors and understand it properly.
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- 1- My experience and qualifications on services are useful for understanding the concept as well as coaching the people. 2- Running my own company for many years, have taught me how to engage customers, focus on customer delight not mere satisfaction. Customer delight curve need to be understood properly and can be shared with other as a creative way to retain customers.
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- Adaptive thinking can improve work efficiency and effectiveness and thus produce better performance and corresponding results. Adaptive think triggers flexibility, provides chances to view in different way, adapt changes and thus achieve desired objectives and organizational vision.
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- 1- There may be unforeseen situations such as changed presentation venue, arrogant attendee, difficult and may be irrelevant questions, break-down of equipment / instrument being used for effective presentation. 2- Some audience may be more prepared and have better knowledge on the subject. So to convince them and answering their clarifications require in-depth understanding and logical sequence of activities while presenting a plan.
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- 1- At one occasion, over 50% staff went on long leave, some on annual leave and some on emergency leave. Achieving objectives becomes difficult. So organized work from home facility for the staff so they can work as they feel better. It completed the work. Need to be more flexible. 2- Better organized in difficult situation while keep focus on the end results. 3- Empathetic with staff, so they feel part of the team and play accordingly. So emphasize on team work.
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- 1- Change management is mostly difficult, in particular when people are in comfort zone. So, over coming fear of change bye exercising system thinking to be applied. 2- Focusing on continual improvement. Individual vision is crucial to achieve personal as well as organizational objectives and vision. That's what I did to have my personal vision, mission and values and always try to align with organizational and customers vision, needs and requirements. These have provided me better results. 3- Speaking in Professional conferences and presenting professional research based papers. This will provide real concepts and in-depth knowledge. 4- Applying knowledge management techniques
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- 1- Having many years of experience as a speakers in professional conferences, seminars and events as well as teaching, training and coaching in 12 countries, allows me to use different ways of teaching presentation skills. 2- Creative way would be, record a video of the attendees at pre, then during and then post teaching and coaching sessions. Share the video with strengths and areas for improvement. Check the difference from start to end. 3- Self assessment and evaluation of presentations. Note down errors and required improvement. Build next topic accordingly.
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- 1- The presenter forgot the details related to the topic / product he was promoting. 2- Seems presenter was not well prepared and so forgot the points related to the subject. 3- Divergence was obvious with a presence of a lady which was not related to the topic. Focus of the audience was changed.
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- Memorizing the speech may have a chance of forgetting the points at the time of actual presentation. Moreover, it appears that the presenter does not understand the theme and concept of the topic and points to be presented.
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- 1- Preparation, preparation and preparation including in-depth understanding of the topic details 2- Using facts, practical real life story which can be associated with masses in attendance 3- Professional presentation and appearance with appropriate body language. 4- Understanding of cultural norms of the audience would be advantageous.
1
- Face to face discussion with customers would be ideal to understand and determine their needs and requirements. In addition, phone calls, feedback mechanisms, etc would be advantageous to further enrich understanding regarding customer needs and requirements.
2
- 1- My experience and qualifications on services are useful for understanding the concept as well as coaching the people. 2- Running my own company for many years, have taught me how to engage customers, focus on customer delight not mere satisfaction. Customer delight curve need to be understood properly and can be shared with other as a creative way to retain customers.
