8/12/2019 Employee's First customer second presentation by zarir soli irani
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By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
2/17
Q 1: Do employees make a difference?
Q 2: Is there inherent value in everyemployee??
Q 3: How are employees empowered?There are as many answers to Q3 as there are businesses represented in this room !
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
3/17
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
High Attrition & low attraction
8/12/2019 Employee's First customer second presentation by zarir soli irani
4/17
30% Annual Sales growth sound good?
Gradual change for the worst goes noticed?
Are your staff satisfied?
What level of change should our organization aspire for?
What companies should we bench mark against?
How will we go about making the change?
How much risk can we tolerate in our evolutionary
efforts?
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
Need for Organizational Transformation
8/12/2019 Employee's First customer second presentation by zarir soli irani
5/17
Identify the need for CHANGE!!
One of the most difficult and slow processes in anorganization.
This is a direct quotient of trust between Employeesand Management!!
How many times have you implemented things and
not seeing compliance?
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
MANAGE THE PACE OF CHANGE!
8/12/2019 Employee's First customer second presentation by zarir soli irani
6/17
MIRROR MIRROR
Look hard at what you dont like about
your companyask your Employees to
come up with these facts during
weekly/monthly meetings.
Honesty, Transparency, Trust & dialogue
at all levels of the organizationInternally and externally!By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
7/17
Honesty, Transparency,
Trust & dialogue at all levels
of the organization
Internally and externally
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
8/17
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
Modern Management
8/12/2019 Employee's First customer second presentation by zarir soli irani
9/17
DECENTRALIZE POWER
RESPONSIBILITY &
ACCOUNTABILITY FOR BETTERVALUE CREATION
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
10/17
The Value creatorsThe Front Line Employees
examples: Air Hostesses; Check-in clerk at thesupermarket
The surveyors on site for an inspection or survey orthat CV sent to a client!
Some must do to achieve remarkable growth &profits some of the hundred examples
Courteousness
Speak less Apparels & survey kits
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
11/17
How we have done so?
Any transformation required?
What you do & how we do it?
Conventional wisdom: Customers is always right
True value: honest and courteous interface between
the customer & employee.
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
How and what
8/12/2019 Employee's First customer second presentation by zarir soli irani
12/17
So by putting employees first, a company creates
unique value for its customers & differentiates itself
from its competitors.
Through a combination of engaged employees and
accountable management, a company can create
extraordinary value for its customers.
When a company puts its employees first the
customer does ultimately reap the greatest benefits.
Internal satisfaction = client satisfaction.
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
13/17
All Clients say Your
Employees (Stars) made the
magic happen.
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
14/17
How do you motivate your team
to be eager to take on onechallenging survey after
another?
.GEN Yemployees require anew set of skills for SME.
I cant discover that for youll.. Your team is best known to you!
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
15/17
Caterpillar & Butterfly
Well brought up young C goes on to an MBA,
gets a good job!! Is energetic gains reputation.
C is impressed by itself. Its only a fast walking C
to the world.
Gets a fine spouseand leaves it all behind .
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
16/17
Want to become a Butterfly
- Knowledge of fastest walking C wont helpone become a butterfly, give up those habits
& knowledge of being an C. Learn about
being a butterfly, unlearn
about being an C. Transform.
- Are u providing opportunities to your fast
walking caterpillars to be come butterflies ??
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE
8/12/2019 Employee's First customer second presentation by zarir soli irani
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- I thank my guru Daraius Antia whom I stillconsult and meet socially in Dubai.
- My mentors sitting amongst youllAllen &
John Noble
- To the 18 Stars of this Constellation what it iswith 8300 nominations behind us as of may14.
- All our Customers and Partners, most of
whom have become friends.
Thank you for believing in us and beingEnthusiastic supporters.
Acknowledgements:
By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA
Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103
OPERATIONS ALSO AT: DUBAIABU DHABI
FUJAIRAH
LONDON - SINGAPORE