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Sameer Choughule
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Quality Assurance, Emirates Group
Sameer is an expert in Quality-Health-Safety-Environment Management Systems, Risk Management, Business Excellence with 16 years of experience. He was chosen by ASQ as one of the '40 New Voices of Quality'.
Tricky workplace situation handled
By this mentor in various human skills
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- Internal Auditing - planning, implementation, reporting and Action have been very successful in our company. I would further improve the planning and reporting of this successful process.
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- I think I could use example of my child - he has some flaws and some good skills. I would rather focus and harness the good skills into excellent skills and make him the best in what he does, which will eventually make him ignore and disregard the flaws he has.
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- Biases tend to make us pick up readymade, already used, half baked solutions for problems that could vary with time. This could lead to clear reduction in optimum performance or could visibly hamper bringing out the best in me and my team.
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- I may have the Confirmation bias, where I may often to stick to original information rather than look for something new. However, it varies from time to time an depending on the situation.
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- I would say the behavior of bias works both within and outside the workplace ecosystem, and if I for instance may not have any of the biases, the existence of them within the ecosystem can also deter your full potential. Hence, these biases need to first be eliminated at the leadership level consistently, the rest of the team will follow and change would be impactful.
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- I often come across a lot of types of bias in my workplace, and I use leadership, assertive and persuasive skills to overcome these biases and support the team in reaching a best solution to a problem at hand. Creative method - In order to experience how each member of the team reacts or interacts, I would purposely use the types of biases in various problematic circumstances to evaluate each team members type and extent of bias. We could then work out a solution to gradually reduce/eliminate them over time. Later, I get to tell them I played the 'Evil eye' to see 'your Evil eye'!
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- How many retail stores do they have and which ones are doing well and profitable? What is your annual expenditure on marketing and advertisements? What is the ROI comparatively? How much do you spend on travel, utilities and other similar expenses?
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- 1. Conducting the diagnosis after gathering sufficient information - I am currently in a dilemma because my son sits too long on the PC. So, currently I am watching him closely to identify all the reasons he is addicted to the screen. 2. Identifying the issue - After careful critical thinking, I found the core of the problem. He needs someone to keep him busy in the areas he likes. 3. Exploring avenues for reaching the solution - I have explored multiple areas that I could get my son involved in to ensure he spends lesser time in front of the screen. Two workshops - one in morning and one in evening. Afternoon play time with parents. Evening outing of one hour. 4. Acting on the plan - Currently, in action. 5. Conducting an assessment of the action interests better. - Will conduct an assessment after one month.
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- Scenario 2 - Here Carolina takes a step back to look at the situation holistically. This gives her an opportunity to retrain her impulsive character and control her emotions. Prioritize which customer needs HER attention first and does exactly that, while requesting a colleague to take care of the second customer. This way she is able to manage both customers effectively.
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- I think adaptive thinking is and should be an integral part of the workplace, since unforeseen circumstances arise n number of times. The best output that adaptive thinking 100% ensures is that you have NOT left the problem to marinate or increase. Through your enhanced perspective thinking (180 - 360 degree), you are able to work on the problem that suddenly arose, which means that you reduce the impact of the problem to a great extent depending on how quick footed and adaptive you are. Personally, in my work life, adaptive thinking has saved me out of many uncomfortable and even excruciating situations eventually ensuring the problem is resolved for the better.
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- Being put in a corner for delay in a project task, for no apparent mistake of mine. The best way to tackle task delays in projects is to communicate very closely with the client, well in advance with the appropriate reasons.
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- Customer came to the store to pick up an order placed over the phone. The counter representative cannot see the order in the system. Rather than irk the customer that there is no order, he goes to his Manager/team to find out the order and check whether its paid for. When all done, the rep can simply come back with the customer item without having to deal with the customer in any negative way.
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- First understand the customers problem Assure the customer that you would do your best to provide the best solution to the problem Review the problem internally with the team Conduct detailed root cause analysis to identify root of the problem Devise viable solutions that would help eliminate the root cause of the problem Share the solutions with the customer and choose best suited to customer Implement the solution Happy customer.
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- I would follow the DMAIC - Define, Measure, Analyze, Improve and Control Define the problem clearly Collect data points Conduct data analysis to identify trends, all possible causes and root cause Develop actions to eliminate the root cause (Improve) Put in place revised SOPs and metrics to ensure the solution remains consistent
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- Creative thinking Measurement Data analysis Change management Leadership with clear decision making
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- I'm a Quality professional and this is my bread and butter. I have many life and professional experiences that can be shared. One was related to my son, which I already explained. Another example is: How using DMAIC, my wife and I were able to resolve a problem where my wife wanted to decide a work-from-home career choice. I have used DMAIC consistently at the workplace in all of my training programs, so there are innumerable examples there.
