test
New Systems Thinking
Featured Article
Tripp Babbitt
Free Download
Get started with Understanding your Organization as a System. Click here to get your free download.
Buy the Books
Latest publications for the private and public service sectors. Click on book to purchase.

System Thinking in the Public Sector Freedom from Command & Control
 
 
 
 
 
 

Bryce Harrison offers Health Checks for Organizations and Call Centers.  Find out more.
 
 
 
Looking for a New Path for Your Organization?  Check out Systems Thinking Interventions, begin your new path with a 3-day workshop.
 
International service organizations have said working with the Vanguard Method has been the most important change in thinking they have experienced in their working lives.  Come join us! 
Dear Reader,

I am working with a client and we are working on organizational viability 300+ contact center advisers will get to do work where they can help customers achieve their purpose or solve problems.

I listened to some of the advisers we have working in the new way and they have a new outlook on life and a job that they look forward to everyday.  No tormenting targets and measures, just a focus on doing a good job.  We all should be so lucky! 

This in a contact center where morale was very low.  The buzz about the center is unbridled as advisers want their group to be the next to work in the new way.  I cannot blame them.

The Unions, what's not to like?  When you make workers relevant and treat them with respect.  More importantly, you give them a better and more interesting job to do.

And customers, they love it too.  Imagine calling up and actually getting your problem solved or all your questions answered without the person talking on the other side trying to get you off the phone.

Failure demand has dropped from well over 50% to less than 5% and will create capacity. 

Success breeds the copycats.  Many pretenders use the same language and sound quite convincing, but in the end they lack method.  In this case, the Vanguard Method.

From my home website:

"International clients have said that working with the Vanguard Method has been the most important change in thinking that they have ever experienced in their working life."

Yep, it's true.
 

 

 


CAST Keynote Speech in July

 


   

I will be keynoting for the Association for Software Testing in San Jose, CA - July 16 -18.  The subject will be:

 Re-Thinking Management . . . Re-Thinking IT


Learn more about the conference at CAST 2012.


 



 Sales - Pull, not Push 


Most folks don't know that I started my career in sales for an industrial distributor.  I sold industrial supplies back in the day when the US actually had manufacturing and off-shoring wasn't really on the map.  Yes, I am that old.

I also went through some sales training with the Sandler Sales Institute.  Although, I don't agree with everything that they believe, the method was unique.  I remember sitting in a session and being told that all salespeople lie or so customers assume they can't ever get a straight answer from a salesperson and in turn prospects lie - because it is OK to lie to salespeople and lying to salespeople won't compromise your credentials in getting in to heaven.

The whole method was based on pull and not push.  It was unique and still a very successful method today that many organizations use in the US.

The most unique characteristic was that it always played a prospect straight, it didn't require you to push or even lie.  The approach was refreshing to prospects that already new every hokey sales technique to overcome objections or get an appointment.

The Vanguard Method actually elements things for customers to object to by eliminating failure demand and fulfilling the purpose of their demand.  It is a sales dream, prospects without problems.  No objections to overcome when good service is provided.  Customers pull for more business and are willing to pay more when they actually get good service (because where else can you get it) and not just the latest way to overcome objections.

I have written more on sales recently because folks want to know if the Vanguard Method can improve sales . . . the answer is an emphatic yes!

 

04-15-2012 10:37:48 AM

I was talking with a colleague regarding past experiences with clients and he came up with a beautiful explanation for sales with some companies he had worked with in the past.  The "sales prevention" team was the label given.  Both a humorous and sad label. Organizations are desperate for revenue in these economic times and ...�

04-14-2012 08:15:32 AM

On occasion I go back and read some old favorite books that helped shape my thinking.  Peter Scholte's book, The Leader's Handbook, was one such book that gave a me pause.  The history of what became known as the Quality Movement is well-described. One such concept from the book is for whole management to move ...�

04-09-2012 08:26:56 AM

Whether you live in the US or not, the thinking about how to increase sales seems universal.  Hiring sales type personalities that can overcome objections and hit targets.  This thinking has been repeated so often that organizations have come to believe it . . . if it were only true. The service that most organizations ...�

04-09-2012 08:03:27 AM

I have often lamented the poor contracting of services in government.  More specifically, the State of Indiana and the contract with IBM to "modernize" the welfare eligibility system.  Some folks believe I do this just to be a "ball buster" and have nothing to offer . . . they couldn't be further from the truth.  ...�

03-11-2012 09:02:16 AM

I won't pretend to be the only one to have service problems and some are more bearable than others.  However, my experience at the Glasgow Marriott is legendary . . . in a bad way. I have had problems with the Marriott in Glasgow previously, especially with the iBahn internet service.  I understand the problems ...�

02-26-2012 14:44:42 PM

Being from the United States, one becomes use to the constant "push" for sales.  Car dealers are notorious for the dreaded "push" sale.  Lots of tricks to get you to buy a car.  They "hold" your keys for appraisal and don't let you leave - I had that happen to me at a Tom Wood ...�

12-29-2011 15:44:42 PM

Public sector, private sector . . . it really doesn't make much difference.  The continuing saga of IT projects that run beyond their budget and don't deliver continues to grow.  Maybe we should be asking what IT initiated project actually ever works.  I have seen claims of improvement, but it is like a football replay ...�

12-26-2011 09:04:56 AM

A little neglect may breed great mischief...for want of a nail the shoe was lost; for want of a shoe the horse was lost; and for want of a horse the rider was lost.  - Benjamin Franklin Benjamin Franklin had wrote many an interesting article or letter during his day.  His bemoaning of neglect provides ...�

12-17-2011 15:20:59 PM

Working with a new company that has the right attitude going into the effort, one can only be optimistic.  The management is begging to be challenged, it is encouraged.  However, I am caught in a world between realism and hope.  There will be a roller coaster ride of emotion for my new client - management ...�

02-17-2012 15:06:53 PM

"Well, here's another nice mess you've gotten me into!"                                                   - Oliver Hardy Will Governor Daniels have to testify or not in the IBM lawsuit?  Who knows.  However, we all should care as the $1.3 billion boat anchor (Cancelled IBM contract) continues to be the gift that keeps on giving.  The State of Indiana sues IBM ...�

02-05-2012 16:17:16 PM

A classic quote from Dr. Deming was "let's make toast the American way . . . you burn, I'll scrape."  This quote has so many references that you can see in manufacturing, but the same applies to management.  I see more burning and scraping in service organizations with management than I care to mention. The ...�

01-28-2012 16:10:35 PM

Information technology has become like one of those "connect the dots" workbooks I got as a child to keep me busy and not bother the adults.  Except, this book has no numbers . . . just the dots.  Makes it more difficult to connect to make a meaningful picture. However, this is the world of ...�

01-07-2012 18:25:09 PM

Coming from a W. Edwards Deming background, I have been sensitized to the word "continual" when it comes to improvement.  It served as a code word for those that where true followers of Dr. Deming vs. "the pretenders."  I always knew who really understood the philosophy and those that just sounded good. Even today, I ...�

12-29-2011 15:44:42 PM

Public sector, private sector . . . it really doesn't make much difference.  The continuing saga of IT projects that run beyond their budget and don't deliver continues to grow.  Maybe we should be asking what IT initiated project actually ever works.  I have seen claims of improvement, but it is like a football replay ...�

12-28-2011 16:24:32 PM

Reading Governor Mitch Daniel's book, Keeping the Republic, he mentions the Indiana Welfare Eligibility modernization.  This modernization was a ten-year deal worth $1.3 billion to IBM and its partners.  It is an important story for all of government because everyone has the same mindset. This mindset is characterized by anecdotal evidence to support an ideology.  ...�

12-26-2011 09:04:56 AM

A little neglect may breed great mischief...for want of a nail the shoe was lost; for want of a shoe the horse was lost; and for want of a horse the rider was lost.  - Benjamin Franklin Benjamin Franklin had wrote many an interesting article or letter during his day.  His bemoaning of neglect provides ...�

ope.  There will be a roller coaster ride of emotion for my new client - management ...�
  

Visit our blog

View our profile on LinkedIn

Follow us on Twitter

To learn more about how systems thinking can improve your organization.  Contact me at [email protected] or call me at (317) 250 - 8885.
That's it for this newsletter.  Best wishes with improving your system.
 
Sincerely,
 

Tripp Babbitt
Bryce Harrison, Inc.
� 2010. Bryce Harrison, Inc. All Rights Reserved.
Phone: (317) 849-8670 Email: [email protected]