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1. Never try to be successful , pursue excellence
 A. Success is the bye product & the result.
 B. Excellence always creates success & it is a process of continual improvement.
 C. Never run after success.
 D. Let it happen automatically in life.

2. Freedom is Life – Life is beautiful
 A. Don’t die before the actual death.
 B. Live every moment to the fullest as if today is the last day.
 C. Life is gifted to human kind to live.
 D. Live & Live happily towards happiness

3. Passion Leads to Excellence
 A. When your hobby becomes your profession,the passion  becomes your profession.
 B. You will  be able to lead up to excellence in life.
 C. Satisfaction , Joy, Pleasure & Love will be the outcome of the passion.
 D. Following your passion for years, you will surely become somebody one day.

4. Learning is very simple – Never stop
 A. Be humble.
 B. Teachers do fail, Learners never fail.
 C. Learning is never complicate or difficult.
 D. Learning is always possible what ever rule you apply.

5. Pressure at head
 A. Current education system is developing pressure on students  head.
 B. University intelligence is useful & making some impact in the life, but it 
    cannot be at the cost of life.

6. Life is management of emotions & not optimization of intelligence
 A. Memory and regular study have definite value and it always helps you in leading
    a life.
 B. You are able to survive even if you can make some mark in the path of the life.
 C. With artificial intelligence, you can survive & win but you cannot prove
    yourself genius.
 D. Therefore , in this process genius dies in you.

7. Necessity is the mother of invention
 A. Necessity creates pressure and forces you to invent something or to make it 
    happen or to use your potentiality.

8. Simplicity in Life
 A. Life is need base never want base.Desires have no ends.
 B. Simplicity is way of life and indian culture highly stresses on simple living 
    and  high thinking and this is the way of life: ‘Legs down to earth and eyes  
    looking beyond the sky’.

9. Industrial Leadership
 A. Dean of the institute in 3 idiots is showing very typical leadership. He has  
    his  own  principles, values and ideology, and he leads the whole institute     
    accordingly.
 B. This is an example of current institutional leadership. In the present scenario 
    most of the institutes are fixed in a block or squarish thinking.

10. Love is time & space free
 A. Trust your partner
 B. Love is not time bound and space bound.
 C. Love is border free, time free, unconditional and space free.

11. Importance of words in communication
 A. If communication dies, everything dies.
 B. Each word has impact and value in communication.
 C. One word is used wrongly or emphasized wrongly or paused at a wrong place in  
    communication, what effect it creates and how it is affected is demonstrated
    very well in this movie.

12. Mediocrity is penalized
 A. Middle class family or average talent or average institute is going to suffer
    and has to pay maximum price in the life if they do not upgrade their living
   standards.
 B. To be born poor or as an average person is not a crime but to die as an average
    person with middle class talent is miserable and if you are unable to optimize
    your potentiality and die with unused potentiality then that is your shameful
    truth.
 C. One should not die as a mediocre.He/She has to bring out genius inside him/her
    and has to use to his/her potentiality to the optimum level.
                     SEEK EXCELLENCE AND SUCCESS WILL FOLLOW

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Welcome you all to our meetup of Bangalore Book Club [BBC] Meetup Group, Book Lovers – Fiction Meetup.
Announcing a new Meetup for Bangalore Book Club [BBC] Meetup Group!

What: Book Lovers – Fiction Meetup

When: Saturday, January 23, 2010 3:30 PM

Where: Will be Updated Soon by eMail
The agenda is very simple, First introduction by members & then discussion on Books, we love.

Secondly, Review & Discussion on the Books written on Fiction !!

Thirdly, to Select Topic & Venue for the Next Meetup.
Please invite your friends to join this Book Club, http://BookClub.net.in
To get updated visit http://blog.bookclubonline.in
To Get Upcoming Meetup Details on Mobile Just sms: BOOKCLUB and send to 56070

Now you can follow us on Google SMS Channel – Subscribe to BookClub SMS channel to recieve instant updates on Book Club Meetups.

visit : http://labs.google.co.in/smschannels/subscribe/bookclub
To subscribe using your phone, SMS ‘ON BookClub’ to 9870807070.

For example, if you wanted to subscribe to the BookClub channel, you will need to send the following SMS to 9870807070: ON BookClub

You’ll receive a confirmation message and the last message posted on the channel to confirm your subscription.
FREE Entry !! You need to pay for coffee or snack you order, cost may come to Rs.50 to Rs.100.

kushal@WebExpress.in

Learn more here:
http://bookclub.net.in/calendar/12341796

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Raving Fans : Book Review

Raving Fans

written by Ken Blanchard and Sheldon Bowles

a revolutionary approach to customer service

by the author of The One Minute Manager

Your customer service slogan should be: No worse Than the Competition.
You’ll pay what they pay.
Decide what you want
No LIMIT ON CLOTHES TAKEN INTO THE DRESSING ROOMS: OUR STAFF WILL BE GLAD TO GO LOOK FOR OTHER COLORS OR SIZES OR BRING
CLOTHING SUGGESTIONS TO YOU.
 
LET US PARK YOUR CAR.NO SENSE WASTING TIME PARKING WHEN YOU COULD BE SHOPPING AT SALLY’S  a sign on the booth proclaimed.As
he rolled to a stop by the booth an attendant in a bright kelly-green uniform opened hi car.
The sign above read: MAY WE POLISH YOUR SHOES? Under that, in large bold letters was the word: FREE
When you decide what you want you must- create a vision of perfection centered on the customer
Satisfied customers just weren’t good enough.He knew the first secret: DECIDE what you want.Next,he knew,he had to create a
vision of perfection centered on when the customer used the product.Finally,to check out how he was doing,he knew he he had
to bring the vision of perfection down to the level of what was actually happening and then see where the bumps and warts
were.
I learned from Charlie that to succeed I need to create Raving Fans.Satisfied  customers just aren’t good enough.
I also learned that I have to decide what I want and then create a vision of perfection centered on the moment the customer
uses the product.
DISCOVER WHAT THE CUSTOIMER WANTS
All you need to do is discover the customers’ vision of what they really want and then alter your vision if need be
First,unless you have your vision.,how can you understand the customers?
Second,when you find out what customers really want,what their vision is,it will likely focus on just one ore two things.Your
own vision has to fill in the gaps.
Finally,you have to know when to ignore what the customer wants and, if necessary, tell the customer to take his vision
elsewhere to be fulfilled
 
The customer’s vision might change your window, but if you don’t have your own vision to start with,you’ll never put the
necessary limits in place.
HAving your own vision before you talk to customers also puts you in a position where you can understand the customer’s
vision.It also allows you to fill in the gaps between your vision and their vision, so you have a complete picture.
First,you have to listen to the music as well as to the lyrics.Often what people really want doesn’t show up directly in what
they say.They may even say one thing and mean quite another.
Customers saying one thing and meaning another.That leaves two: ‘Fine’ and ‘silence’
 
When a customer complains,you know you’re hearing the truth.Listen to him.When a customer is a Raving Fan and is
enthusiastic,listen to him too.But when a customer is silent or says ‘Fine’ with a smile,you have to really perk up your
ears.You’ve got a problem.If nothinhg else,that customer isn’t a Raving Fan.
 
We haven’t uncovered  a single Raving Fan.PErhaps ninety-seven percent of our customers are so fed up they can’t even be
bothered to complain and tell us where we’re going wrong.I told you before,we have to learn to listen to the music as well as
to the lyrics.All I hear is the thundering applause of one hand clapping.
Wayne Dyer’s book  – You’ll see it when you Believe it.
He said,- If you get up in the morning expecting to have a bad  day,you’ll rarely disappoint yourself.He went on to say,’Stop
Complaining!Differentiate yourself from your competition.Don’t be a duck.Be an  eagle.Ducks quack and complain.Eagles soar
above the crowd.’
 
WELCOME TO THE HEAD OFFICE OF THE WORLD’S GREATEST SERVICE STATIONS.
DELIVER PLUS ONE.
DELIVER THE VISION PLUS ONE PERCENT.But as you can see,it won’t fit and still be readable,so it’s been shortened to DELIVERF
PLUS ONE.
The Secret says two things.First, it tells you to deliver.Not sometimes,not most times.But all the time.No exceptions
contemplated or allowed.Second, it talks about ‘plus one percent.’
Consistency is critical.Consistency creates credibility.
Consistency is a key to delivering Raving Fan Service.When you’re creating Raving Fans it’s  a fragile relationship.They’ve
been burned before and they don’t trust easily.You’re trying to pull them in and they’re usually trying to resist.Consistency
will overcome resistance,but in the meantime they’re watching like a hawk for you to mess up.
 
Customers count all right.They count on you to do what you say you’ll do.
Don’t offer too much service,atleast at the start.
To start with,limit the number of areas where you want to make a difference.First,it allows you to be consistent.
Second,you’ll be much further ahead doing a bang-up job on one thing rather than introducing a whole string of customer
service goals all at once.You’ll never bring it off.It just can’t be done that way.
You can always build toward the total vision once you’re successful with one or two things,but it’s difficult,if not
impossible,to try to change too much at once.
Regardless of what you promise,though,it’s consistency that’s important.Customers allow themselves to be seduced into
becoming Raving Fans only when they know they can count on you time and time again.
Exceeding expectations is important but it’s even more important to consistently meet expectations.
Meet First,Exceed second.
To be consistent you have to have systems.At the core of every great customer service organization is a package of systems
and a training program to inculcate those systems into the soul of that company.That’s what guarantees consistency.
Delivering your product or service properly time after time after time without fail is the foundation of Raving Fan customer
service.
 
Rules create robots.Not systems.Systems are predetermined ways to achieve a result.The emphasis has to be on achieving the
result,not system for the system’s sake.That’s the difference between systems and rules.With a rule the emphasis is on the
procedure, not necessarily the result.We have rules about smoking within ten feet of a gasoline pump.We have systems for
delivering service.
The purpose of systems is to ensure consistency, not create robots.Rules do that.Our team members have to create the Raving
Fan experience for our customers every time.Systems give you a floor,not a ceiling.
Systems allow you to deliver a minimum standard of performance consistently.That’s important because if you fall short of
what you’ve said you’ll do,you’ve cheated the customer.
One percent has a second big advantage.Ongoing one-percent improvement will take you a long way from where you started,but it
also means you don’t blindly set a course and then follow it.
How the team members have to be flexible and change systems when necessary.The vision also has to be changing.Always
developing. Visions do only two things.They grow or they die.And when visions die,it’s customer service that gets buried.
You have to be ready to change direction when the vision changes,and on e percent allows you to alter course.You’re not
locked in,head down,driving one way,blindly pursuing a big goal,only to find when you arrive that the customer moved the goal
posts some time ago.
The perfect vision isn’t a frozen picture of the future.Customer’s needs and wants change all the time.
Flexibility had to do with what was delivered as part of the customer service product. Consistency had to do with how it wa s
delivered.
Raving Fan Action Plan: Start small, one percent rule.
other books:
1.Gung HO:(How to motivate people in any organisation) outlines foolproof ways to increase productivity by fostering
excellent morale in the workplace.It is based on three core ideas to ensure that employees are committed to success and
presents a clear game-plan for implementing them.
2.Big Bucks (Make serious Money for you and for your company)
It offers new and irresistible practical advice to create money and get rich.How to overcome three challenges – the Test of
Purpose , the Test of Joy, and the Test of Creativity.
3. High Five
The Magic of Working Together
It uses a delightful and charming story to delivery a powerful message on team building and why ten simple words, “None of us
is as smart as all of us” will work magic for any organisation.
4. The ON-Time ,ON-Target Manager
How a ‘Last Minute Manager’ conquered Procastination
In every workplace , in every industry there lurks a diabolical career killer – procastination .
It tells the story of a manager who tends to put things off to the last minute. As a result he misses deadlines because his
lack of focus causes him to accomplish all the meaningless tasks before he can get to the important things.He was sent to his
company’s Chief who helps him deal with the three negative side effects of procastination : lateness, poor work quality and
stress.
 

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