====================================================================================
When I read any book, I scribble my comments / notes in the margins
Pg.
No. 1
·
Our own
“Search” software’s & OES are such tools. Next will be a set of “Mass
Messaging or Individual Messaging” Tools (including SMS). Then Video –
interviewing & remote access tools will come. “Productivity thru
Automation” is our Motto. (15-09-02)
Pg.
No. 2
·
Being able
to “anticipate” is a key managerial ability.
·
Knowledge
Base (from merely being a “database”)
Pg.
No. 3
·
Make a client’s
life easy.
·
So, we need to
begin by making a list of “Target Customers”. May be we should target those
whom we have invited for Panel Discussion on 27th Sept. 2002.
Pg.
No. 4
·
Our focus,
so far, has been to automate all internal business processes (which are manual)
– in order to increase “productivity” of our own staff. As we continue on this
course, we must start thinking of automating those processes, which will make a
client’s life easy and increase HIS productivity. This is our “Approach”.
·
Client’s
“Janam Kundli” (i.e. Client – History)
·
Analysis of
all job – Advt released by any (target) corporate in newspapers or websites.
This (database) is the starting – point of all our marketing – efforts. It is
also required for “JAWS” & operation LOCK in (see my notes on these
subjects – also read “customer.com” by Patricia Seybold.
Pg.
No. 5
·
What is the
“quality of support” that our technical team gives to our “Consultants team”?
·
Can emails
(to clients whom we have not met & not likely to meet) be drafted to feel
“warm & personal”? That is the real challenge our consultants.
·
On our
website, only CRM tools are
·
Acknowledgements
(for job – Advt posting?)
·
Acknowledgements
(for shopping – cart sending?)
·
(15-09-02)
Pg.
No. 7
·
Parallel :-
·
How come, of
the total 90 clients during last 4 years, 50 never came back again to use our
service? No repeat business? Please see my email to all consultants DT.
(20-04-02) which raises this question.
Pg.
No. 8
·
Our
webserver sends automatic “Birthday Greetings” to our (candidates) members –
but not to our client HR Managers!! This is first step we must take. But the
next – and far more important steps are: - (1) wish “Happy Birthday” over phone
(2) send flowers / gifts.
·
For which, a
person is required.
·
After all,
how many client (or even potential clients), you want to phone & wish a”
Happy Birthday” daily? This no. cannot exceed 4/5 per day! That is hardly ONE
per consultant per DAY! But this can make a terrific difference – without HIGH
technology!
Pg.
No. 9
·
I believe,
we are planning to compile birth – dates of invitees to our 27 Sept.
conference. That would be a good beginning. Let us make it our daily habit (to
collect birthdates of all HR executives – whether client or not).
·
Fast
delivery of quality resume against each inquiry.
·
Phoning once
a – month to say “Good Morning” whether he is a current client or not. Building
a long – lasting “relationship” requires tenacity / perseverance / patience.
Pg.
No. 10
·
Prompt
response at every stage.
·
Fast /
Quality Service. Every time.
·
What “Senior
Level” vacancies are likely to arise due retirement / resignation / expansion?
Pg.
No. 11
·
Our business
is not seasonal but regular monthly phone – calls can bring – in lot of
business.
·
Have we ever
bothered to inquire whether an executive appointed thru us is performing ok?
·
If our
client is planning a new factory he will need a lot of people.
Pg.
No. 12
·
This is what
our consultants need to explain to our technical team
E.g.:-
·
Deepa
compiling Executive Names from newspapers magazines
Pg.
No. 13
·
Someday
(soon), I hope, our consultants can “pop – up” any corporate’s “Janam Kundli”,
when he call, so they can see the clients entire HISTORY of interaction with
3P.
·
OES is
supposed to gradually build – up “CLIENT HISTORY” report.
Pg.
No. 15
·
(15-09-02)
·
See my
remarks on p=4, re: building – up a database of job – Advt. released by a
select group of corporates, in print – media or on jobsites. This aggregate
database can be segmented: - Industry wise / Function wise / Designation Level
wise / Posting City wise / Eddo. Level wise / Salary – wise etc. etc.
·
This will
help targeting.
Pg.
No. 17
·
In our case,
nature of our service CAN create a long term partnership with our clients.
·
All
corporate (HR managers), would be happier dealing with just 2/3 executive –
search firms. (This is extremely important in our business.)
Pg.
No. 18
·
Also read
Theodore Levitt’s article “Marketing Myopia” written way back around 1962 (i.e.
40 yrs. ago!)
Pg.
No. 19
·
The executives
we appoint do not work under the HR manager of that client – firm. Most of them
work under a wide variety of “LINE MANAGERS” (Production – Sales – Mktg. –
Design – R & D etc.), who are our REAL / FINAL customers. We “serve” them.
Pg.
No. 20
·
----------
---------- ------------
·
----------
---------- ------------
·
----------
---------- ------------
Pg.
No. 22
·
After we
succeed in getting 100+ corporate HR Managers to attend “3P SUMMIT” on
27/09/02, what is our strategy to convert them into customers?
·
In our
business, we are NOT going to get repeat business (search – assignments) by
giving “discounts” (e.g.: dropping our terms from 20% to 16%). Clients will
return to us for our Quality (of competent candidates) & our speed of
response. Fees are a secondary consideration.
Pg.
No. 25
·
To some
extent this analogy may also apply to our business. It is quite possible that a
no. of our clients do not have senior – level positions to be there may not be
any repeat business from them. But,
·
If they have
been very happy with us, the first time, they will recommend us to their other
professional friends.
·
No one keeps
buying house – after – house! For many, it is a once – in – a – lifetime
purchase.
·
(15-09-02)
Pg.
No. 26
·
This is all –
the – more important in our business, since, we cannot go about bragging whom
(executive) we picked – up from which company & placed where (client name).
This would prove counter – productive in the long run.
·
Certainly not
the case with us.
·
We don’t.
Pg.
No. 27
·
Our in case,
we don’t need “Letters”. We only need “word – of – Mouth” recommendations.
·
3P CLUB?
Pg.
No. 28
·
Cedilla /
Reliance / Bharti etc. could be such “RUSHES”!
·
More: we
must not pay any lesser attention to one – timers. (who could well become our
advocates – even if they if they have themselves no repeat vacancies).
Pg.
No. 29
·
Generally true
in our business.
Pg.
No. 30
·
May be less
than 25%
·
5%?
Pg.
No. 36
·
For us,
“business growth / expansion” should come from
·
-Many
consultants operating from their homes
·
-Many
franchisees (small town Placement Agencies). Any other way to growth, would
require huge financial & manpower investments.
·
Attention
·
Surely, our
bigger clients (e.g. Reliance) might dictate their “terms” (as they do with all
other Search – Agencies), but low – price, is not the reason for giving repeat
business. It will always be Quality (of candidate) & speed of response.
Pg.
No. 39
·
Our offline
OES input screens & output reports, appear intimidating! These will need to
be really simplified, when (some of these) are made available ONLINE for
clients to track / monitor their “Search – Assignments” on their own without
phoning concerned consultant.
·
(16-09-02)
·
We could start
by uploading on our website, a simplified “INQUIRY” screen (OET – 1) of OES.
Pg.
No. 40
·
For
conducting a resume search, we should insist on a simple “registration” – Name
– Co. Name – Designation – Email. That would help us keep in touch with each
visitor.
Pg.
No. 41
·
Suggest we
start with the simple “registration” described on previous page & then
gradually build – up a “Janam Kundli” (which is not an appropriate word) i.e.
Customer History. (Read about “segment – of – one” concept in book, “BLOWN TO BITS”.)
·
Our own
“Magic Cube Search” is a variation which is convenient.
Pg.
No. 44
·
This is
quite likely to be counter – productive in our business (i.e. a briefcase or a
diary or a table lamp with 3P name engraved on it.) we need to find a clever
way / method by which a client can quickly find our phone / email ID.
Pg.
No. 46
·
“Kal –
Chakra” is my vision for 3P.
Pg.
No. 48
·
We must
soon, develop, “Mass – Messaging” & “Individual – Messaging” Tools for
client as well as candidate communications. Consultant assistant (CA) tool,
developed by vinyl has made a beginning in this direction.
Pg.
No. 50
·
Not only should
such sessions with a few clients important but these be repeated at regular
intervals. We have never done this.
Pg.
No. 59
·
Our Order
Execution System, builds – up such “statistics” as a “by – product”. It will
require just one more (Software) step to (automatically) plot “TREND GRAPHS”.
Pg.
No. 62
·
Isn’t this
equally true about our business too? The 50+ clients, who gave us only “one”
search – assignment during last 4 years (-and never gave repeat business), may
have similar story to tell us!
·
(17-09-02)
Pg.
No. 63
·
DBA
·
As much as
they need – and more!
·
Icons on
every on desktop / screen – savers / weekly meetings.
·
“Customer
History sheet”
Pg.
No. 64
·
Our Consultants
are in regular touch with our client position to compile this info.
·
Our
consultants must know every aspect of our strategy. Information (about our
clients) is not meant, to merely “satisfy” curiosity, - it is meant to
“unleash” the creativity of our consultants. They must know “WHY” (of
information – collection) – and then, they will think “HOW” can I put this
client information to my advantage? – To my company’s advantage?
Pg.
No. 65
·
In an ideal
situation, consultants themselves (jointly) should draw – up a “list of
questions” to be asked & “info” to be collected. If they have prepared the
list, they would know WHY.
Pg.
No. 66
·
Our
consultants are in are in the nature of “Account – Managers” handling all
search assignments of a given client – so this is unlikely to happen in our
case.
·
Client
History / Janam Kundli. Must not be capable of being “copied” / “Printed” /
“Downloaded” / “emailed”. It can only be “viewed”, using password /
authentication.
Pg.
No. 67
·
Quite a lot
of “basic” data, about Indian Corporations, is available from “public”
directories. We must compile these independently – and, if at all, ask HR
manager to “edit” it this should be a POP-UP screen, which, our consultant can
edit herself while phoning a client.
·
YES
·
NO
·
Sure! YES.
·
DBA is the
right person.
·
CRM at its
best
·
Every time I
order DEMION Pizza, the moment the sales person picks – up the phone, he says,
“Hello, Mi. Parekh, what kind of pizza can I send you? Last time, you ordered a
deep crust with mushroom toppings” – I am simply thrilled!! Fantastic!
Pg.
No. 68
·
See previous
page I am sure our consultants would use the POP-UP screens only as an “Aid”
& not to make a “Sales – Pitch”! We cannot be “CRUDE” we have to be highly
“REFINED” & “SUBTLE” & “CIRCUMSPECT” & “DISCREET”, in our dealings
with our senior – level clients.
Pg.
No. 69
·
Abhi Rajeev
·
I do wonder!
Pg.
No. 71
·
If we manage
to build – up Corporate Databases (Profiles) of 20,000 companies, we could,
also analyse the same, in manners similar to resume Databases.
·
The 65000 resumes
which we have received over the last 5 years (20000 web - forms + 45000 email
resumes), can be “analysed” in many different “WAYS” (to reveal TRENDS):
Ø Industry wise / Function wise / Designation – Level wise
Ø City wise / Age wise (current age computed – from Birthed etc.)
Ø Month wise / Year wise (Receipt wise)
Ø Eddo. Qualification wise
Ø Salary wise
Ø Current Employer – Company wise
Ø Past Employer – Companies wise (Any executive, who has, at any
time & for any period, worked in a company XYZ).
Ø Colleges / Universities from which graduated
Ø Years of Experience – wise (from first job till to date)
Ø Keywords (used in resume) wise
·
Attempt can
be made to work out some “Co-efficient of Co – Relation” between any set of
such profiles. (23-09-02)
Pg.
No. 72
1)
Database Vendors
2)
Printed
Directories / CDs
3)
Newspapers /
Magazines
4)
Websites
5)
Professional
Bodies
6)
Trade Bodies
7)
Govt.
8)
CMIE
Pg.
No. 73
·
History of
client – wise search assignments in OES.
Pg.
No. 74
·
Our OES does
this well.
·
Every “Head –
Hunting” assignment, helps us to build – up inventory of Executives Resumes
·
An exhaustive –
and on-going compilation of all jobs – adv.’s released by TOP 500 Companies of
India – in newspapers & magazines & websites – can tell us, “WHO is
hiring WHOM?”
Pg.
No. 77
·
Certainly
not in our business.
·
Abhi
·
Rajeev
Pg.
No. 78
·
We could
start with 90 corporates who gave us “orders” during last 4 years. Of these 50
gave just ONE order in 4 years. Only 2 gave orders every year. (L & T &
Cedilla)
·
For us, it
is very very important to know:
-
Which of our
competitors also get business from our clients
-
Why?
·
Corporate
job – Advt released in newspapers should be our starting point.
Pg.
No. 79
·
Rs. 50,000/=
(for 12 Advt) we spent in Human Capital Magazine was not enough publicity. + we
also sent out 8/10 direct mailers to Corporate Heads (see our INTRANET)
·
We don’t
know why 50 clients never returned in Last 4 years!
·
Even if they
had no “repeat” requirements – and therefore did not return, were they happy –
enough with our service, to recommend 3P to other corporates?
Pg.
No. 80
·
The 50
clients who never returned; were they happy with the performance of the
executives appointed thru 3P?
Pg.
No. 81
·
See reports
listed on p=71
·
e.g.:-
·
Design a
database structure, where data can be dumped from any no. of sources (The
Melting Pot).
·
Software
should “normalize” data received from diverse sources, even if “fields” in each
source is differing. (23-09-02)
Pg.
No. 83
·
Whereas we
must involve our consultants if we plan to use “surveys” or “Focus Groups”,
this would not apply to compiling data from directories / CDs / Newspapers etc.
·
Especially,
if consultants or Receptionist is going to enter data directly in a POP – IP
screen.
·
Day?
Pg.
No. 87
·
Abhi
·
Rena
·
Most Important
Pg.
No. 88
·
e.g.:
·
If we decide
to get landlines from – MTNL – Hughes – Reliance etc. etc.
Pg.
No. 89
·
Should get
recorded AUTOMATICALLY.
·
Abhi
·
Rena
Pg.
No. 90
Abhi
·
Rena
Pg.
No. 91
·
Abhi
·
Reena
·
(25-09-02)
·
Remember Peter’s
Principle:
·
What can go
wrong, will go wrong!
·
And Parekh Principle:
- Any Pending matter can be turned into a Panic Situation by postponing it long
enough!! (The other 3P)
Pg.
No. 92
·
That is why
:- Automatic recording
·
e.g.:-
·
In V2.0 of
OES, we should have screen to enter “Performance Targets” of each consultant,
so that monthly cumulative “Target Vs. actual” graphs get generated
automatically. At present Asutosh is compiling these manually to upload on
intranet. “Incentive Amounts” should also get computed automatically &
plotted graphically every month (cumulative) for each consultant.
Pg.
No. 93
·
Our OES
(“Project Plan” – Screen), also has predetermined “Targets” for each activity
of order – execution process.
·
Q: - when would
we reach such a level of performance (in completion of these activities) when
we can proudly permit our clients to monitor this screen? “Target vs. Actual”
days?
PG.
No. 94
·
OES
(Scheduler Screens) should be looked at daily by all consultants & every
week by Raju & Sri Ram.
Pg.
No. 95
·
OES
scheduler is somewhat like an internal SLA.
·
This is the
ultimate objective
Pg.
No. 96
·
I believe
our consultants are already convinced of the benefits (long term & short
term) of the OES. But for the “bugs”, by now, they would have seen / felt those
benefits.
·
(25-09-02)
·
Abhi
·
Rajeev
·
To examine
such a possibility in respect of OES.
Pg.
No. 97
·
Internally,
our Performance Incentive Schemes are meant to take care of this aspect.
Pg.
No. 100
·
Thru our
“Offline Resume CD” & “Offline Job Advt. CD” (Colleges / Placement
Agencies) (Corporates), we plan to make our FORMS, available to everyone /
everywhere. Also thru partner websites & www.agentf.com
Pg.
No. 102
·
This is why
we must expedite compiling an online (& offline) HISTORY of:
-
All resume
searches conducted
-
All shopping
carts filled in
-
All resumes
forwarded
-
All orders
placed
-
All
interviews conducted
-
All
executives appointed
-
All job – Advt
released in newspapers / magazines / our & other websites
Pg.
No. 104
·
In the first
place, we plan to introduce this (registration) for CORPORATES, who wish to
browse:
Compensation Comparison / Labour Laws / Colleges etc. etc. No
registration for resume search for a while.
Pg.
No. 105
·
Customer
outstanding’s
·
Although we
introduced online sale of Resumes of “College Grads” 2 years ago, we have not
received a single online “Order” so far!
Pg.
No. 106
·
Someday we
should have a software installed on our website that tells us, how many online
recruiters abandon their resume – search before submitting shopping cart. And
if they have given us their email thru simple registration, then we can follow
– up & ask them, “Why did you give – up half – way?”
·
Abhi
·
Someday, we
must introduce this on our website (between 9am to 6pm. Indian Time – to begin
with)
Pg.
No. 107
·
In V2.0 of
OES, we must plan this on our site.
·
And to think
that, we have shopping – carts pending for months, without sending a simple
proposal! No doubt our online resume – search is a total failure!!
Pg.
No. 108
·
Abhi – we
could think of introducing a feature, whereby every PEN no each resume – search
result (short – display) carries a “No.” which shows to the head hunter, how
many time earlier has this resume been shortlisted by previous head hunters.
·
Of course,
this (no) must not be displayed until it reaches some respectable figure!!
·
In our case,
when an online head hunter enters – ind. – Function – Design – Level (for
resume search), certain “keywords” would be displayed (based on our Knowledge –
Base of past frequency) & the head hunter would be asked to give / assign
his own “WEIGHTAGES” to each of these keywords based on that head hunter’s own
“Importance”. He can even ADD totally new keywords to the list displayed.
(30-09-02)
Pg.
No. 109
·
This will
happen only when we install software that starts “Aggregating” all resume –
searches being carried - out on our site.
·
Yet to be
done.
·
This is our
problem!! No response to shopping – carts!
Pg.
No. 110
·
At one time we
had 2 yr. old job – Advt on our website (-because we were getting hardly ONE or
TWO fresh Advt daily!!)
·
(ABHI) let us
keep this in mind (30-09-02)
Pg.
No. 111
·
Abhi
·
Again I am
reminded of all the unanswered shopping – carts for the last 5 years! Either we
did not even send our proposals or if we did, we simply did not follow – up!
·
This is
similar to asking online HR managers (Recruiters): Just enter below, most
likely Vacancies / Positions, which are likely to come – up in your
organisation during next 6 months – and we will send you timely “Candidate
Alerts”.
Pg.
No. 112
·
(Abhi)
·
If we too
had a simple tabulation of last 100 jobs – Advt released in Newspapers by
India’s TOP Corporations, then, we too can “predict” their most likely future
vacancies. (30-09-02)
Pg.
No. 119
·
It is very
easy to prove this in our case, by simply analysing all the shopping – carts
received by during last 5 years & plotting No. of clients, who, during 5
years
-
Sent 1 cart
-
Sent 2 carts
-
Sent 3 carts
etc. etc.
·
I have a
lurking suspicion that no one came second time!!
Pg.
No. 124
·
I don’t know
where we stand on this.
Pg.
No. 126
·
When we
appoint franchises, all over the country, we must “train” them in this regard.
·
The 50+
clients, who gave us just ONE order during last 4 years (-and never returned to
give repeat business), what do they have to say about our “service”? Would they
recommend us to their friends?
·
(Gandhi
Jayanti Oct. 2, 2002)
Pg.
No. 128
·
Our
situation is quite similar till we remove the “bugs” from our OES.
·
This is very
often the case in our business. We can find a better “match” by getting from
our client, an exhaustive “Man – Specification” (Keywords) for the vacancy.
Pg.
No. 129
·
What can go
wrong, will go wrong! (Peter’s Principle)
Pg.
No. 140
·
Share with
all concerned, why we lost this client.
Pg.
No. 146
No comments:
Post a Comment