Serve Them to Retain Them

Interviewed By: Saleh Abdullah Alkhamyasi

Gurubinder S Punn

With the diverse options available for the consumers in the market, each organization is striving to gain as much market share as possible. Customer Service remains a popular tool  for organizations to serve the needs of the customers,  enhance their experiences and create a favourable image  and positive word of mouth about the products and services being offered.  In this conversation we touch base with Gurbinder S Punn, General Manager – CRM at Suhail Bahwan Automobiles LLC.  His rich insight on theories and practices of management makes the discussion with him sprinkled with wisdom.  His cheerful personality and humorous nature enables him to easily connect with people. He is an excellent public speaker and consultant on sales, CRM, training, strategy and behavior development. He has worked with Asian Paints, Motorola, Institute of Directors, Institute of Management Technology (IMT), Landmark Education Corporation, NIS Sparta & Reliance.

We invited him to share his experience on the concept of customer Service and our conversation sprouted out to cover the following aspects:

Can you shed light on the historical perspective of Customer Service as a concept?

He stared at me while walking his memory lane then he flashed a broad smile and said. For simplicity purpose let us divide the evolution of this concept  to the following three stages:

·         Early Days

o       The International Organization for Standards formed in Geneva, Switzerland, in 1946. The organization set standards for customer service. The first meeting in London that same year boasted a total of 65 attendees from 25 countries.

1980s

o       The 1980s brought electronics into the mix. Agencies such as the Service Quality Institute, which has provided customer service training since 1971, developed further training seminars, books and videos. Tracking devices and online surveys on websites gained popularity as well.

1990s and After

o       During the 1990s, companies focused more on giving back to consumers as they provided gifts for customer loyalty. Bonus points on credit cards, cash offers from banks for opening accounts and frequent-flier miles were just a few of the offers businesses used to increase sales. The Internet provides even more tracking options and greater opportunities for companies to improve customer service.

 It is obvious that all these efforts are genuine attempts to raise the bar and set standards that shall bring about continued improvements for the benefits of the  customers at large.

  

What are the competencies that you normally look for when you want to select a Customer Service Executive?

Customer service is an attitude not just a department. Each employee in an organization has customers. The customer may be an external one such as the buyer of a product or an internal one such as a fellow employee in a different department within the company. In either circumstance, the following two customer service skills are necessary.

Listening

• Active listening is vital to customer service. This type of listening involves restating the issue back to the customer which ensures the customer was heard and understood.

Empathy

• Empathy shows the customer that the representative understands the problems caused and the hardships it created for the customer.

So a candidate who’s bestowed with such traits will certainly be an added value and all recruiters will put an eye on.

What are the factors that contribute to the success of a customer Service department?

A customer Service Department is like any other department, only more humane and emotional. Customers shout, abuse and at times threaten the customer service representative. The poor guy or girl has no idea about why something went wrong, but he is standing firm for resolving the issue and bring the missing smile back on the customers face.

Thus I would summarize the factors that make a Customer Service Department successful in the following elements:

People :

Not ordinary people, but extra ordinary people with almost zero ego and super compassion. People who can stand in the shoes of a stranger, feel his pain and work with him as if he or she is a family member.

Training :

Not just class room training on concepts but rather training in smiles, listening skills, and choice of right words. Besides, the needs for understanding the governing rules and processes.  In fact the trainees need to know how to break them to satisfy a customer.  

Team work:

Customer Service Department is a dump yard of negative emotions. You need a constant cleaning out of toxins. This happens by team work and constant cheering by peers and team Leaders. 

What are some barriers that customer service staff normally or likely to face?

He injected his sense of humor and asked are you kidding!. Do you actually think there are barriers?  Of course it goes without doubt that every business unit faces certain challenges.  Bearing this in mind the barriers that affect Customer Service staff are the following:

Bureaucracy

One important reason why customer service can suffer in organizations is due to bureaucracy. The more layers and red tape an employee has to go through to service a client, the more difficult it can be.
Since certain requests will require supervisor approval, while others are taken care of in another department, one single person never sees a case through to completion.
When a case is transferred to another employee, calls can be dropped, or the customer can be transferred to an employee who doesn’t care at all about them.
The end result reflects poorly on the entire organization, not just the employees who handled the case.
I could see a question flying out of your head that is what is the solution then? Flatten your organization or at least make the organization appear flatter. You can do this by assigning greater authority and responsibility to customer service representatives when handling a case.
You can also assign one dedicated case worker to each specific case, so they can oversee the entire customer service interaction through to its completion.

 Having a Non-Caring Culture

Mr. Saleh I tell you , the workplace culture can have a substantial effect on how customer service cases are handled. If the workplace climate is one where customers are not cared for, where staff doesn’t care about their work, or if the environment is not empowering, your staff will under-deliver whenever presented with a customer service case.
This culture prevents your staff from caring enough about your customers to make them happy. Customers are not a priority, and the repercussion of an unhappy client is not apparent to them.
To fix this, you need to turn around the table. Your culture needs to be more positive, challenging and empowering. Make the atmosphere more optimistic and start assigning greater responsibility and accountability. You should also take this opportunity to coach or implement training. In a nut shell open the doors and the windows and let the breeze blow to rejuvenate the atmosphere and bring an environment of trust. Inculcate an attitude of the customer being first, first and first.

 Poor Accountability

If your staff is not held accountable for customer service, there is no reason for your staff to try harder to make sure customers are happy.
Your staff can always place the blame elsewhere and know they can never get in trouble for letting a customer leave unhappy.
You must ensure your systems incorporate some kind of tracking mechanism that records which employees handle each customer, so you know whether or not an employee kept a customer happy, and why.
But that is only half the battle. Now you must address those employees who aren’t treating customers correctly and coach and train if necessary. You should also address customer service performers, and ensure their good work is recognized.

 Insufficient Systems

If the systems your staff use when working with clients perform poorly, are slow, contain insufficient data or doesn’t track your client data appropriately, you are going to run into a problem.
Customers are going to get frustrated very quickly if it takes too long to service them, or information they have provided to you is not accounted for. They will be upset that you don’t know their history and will feel under-appreciated.
The fix is quite simple: incorporate better systems and tracking mechanisms to make sure sufficient consumer data is recorded and stored. This ensures your staff has ALL the tools necessary to communicate with and service your clients.

An advice you want to whisper in the ear of those who want to specialize in the area of customer service?

Customer service representatives act as a link between a company and its customers, assuring that any difficulties a customer experiences with the company's product or service is resolved. Those in the profession must also have a way with people.

Although many inquiries may be as simple as checking the status of an order, others may require extra research or help from an expert. Problem-solving is also a key skill; customer service representatives often have to handle complaints within the boundaries of company policy, and they must be prepared to absorb the brunt of a customer's frustration.

While these tasks apply to almost all customer service positions, representatives are needed in almost every industry and the responsibilities will vary depending on the company, which means there is a lot of flexibility within this field.

Simply speaking if you like to put smile on people’s face this is a good department to work in.

Job Satisfaction:  Above Average and Stress Level: Above Average.

Do you think the role of customer Service department is clear or sort of diluted within that of the sales or marketing department?

I feel, the job is clear today and it is becoming clearer by the day.

Customer Service Department is a specialized unit that interacts with customers and records various measures like Customer Satisfaction, Key Weak Areas, Changing Expectations and needs of customers.

It provides the organization with clear areas to focus on that will impact the retention or defection of its customers.

We often hear that “a customer is always right” can you elaborate on this?

This question is my favourite and so allow me to share a detailed answer:

The origin of the phrase comes from a London Haberdashery and according to what I've read - right doesn't mean correct nor does it mean that the customer gets to dictate your business.

Yes, the customers pay the bill and have a choice to go where they want - right means they made the correct choice in coming to you in the first place, not that they are always correct in how you should be dealing with them.

For example, if a customer wants you to steal or cheat - is it right for you to do so or to assist them in doing so?

The customer is wrong, a lot. Don’t kid yourself and say otherwise. Customers don’t read instructions, they don’t read Web site service or product descriptions, they follow instructions incorrectly, they break things. They’re often confused. In essence, the customer it NOT always right.

But! The customer is ALWAYS the customer. Wrong customers buy things. Wrong customers spend money. As business owners and business leaders, we want our companies to succeed. Business success involves selling goods and services to ALL CUSTOMERS, the right ones and the wrong ones. Because all customers spend money, we want them to keep coming back, right or wrong.

Last word you want to say?

Service is a beautiful concept. And even higher level is Selfless Service.

And Selfless Service brightens up your life and illuminates those around you.  Your gestures can save life of a human being, or give him a purpose to cheer up.

Volunteer at a school, old age or children’s home, community organizations. Clean up a mess you did not make at the park, at the beach, by the road. Donate items of value to a charity.

Bake cookies and give them to the guy who cleans your car, or brooms the road. Give compliments to those you meet, serve and work with. Tell others how they look or how pleased you are to see them. Pay the charge for another person. Buy someone a movie ticket or a dinner for two.

Call a customer on his birthday or check about the health of his child. Let their surprise be your reward. And then you will be a Service Professional for life.

On a departing note I enjoyed this conversation and hope to connect with you again and again. I wish your blog initiative continued success.

Touching Base with a Passionate Coach

Interviewed by: Saleh Abdullah Alkhamyasi

Benita Stafford

Perhaps coaching and the word coach in particular have been tied up in our minds to football. However, coaching has become a discipline in its own right. A profession, with its own unique tools, techniques and theoretical background.

Recently HR fragrance met with Benita Stafford Smith an Internationally Certified Coach, a passionate person, an author of two books entitled Man Oman and Ready Set Retire. She has co-authored two others namely Expert Women Who Speak: Speak Out and from Now to Wow, Step by Step, An Invitation to Transformation.

Benita hails from Canada. She recalls that sitting back home Oman was not even in her agenda however, she was destined to arrive in Oman in April 2008. She took a deep breath and gazed at me with her usual smile and said do you know that ever since I came here, Oman has been the dream land where I found serenity and solace.

As a senior coach hailing from Canada and currently working in Oman being passionate about coaching strikes you the minute she utters her first word.

When we requested her to define what coaching is she immediately resorted to her professional definition given by the International Coach Federation where coaching is defined as “partnering with clients in a thought-provoking and creative process that inspires them to maximize their personal and professional potential.”

When we asked her to clarify how does coaching differ from profession such as mentoring, training, consulting and counseling. She flashed a smile and said well that is an interesting question. Let me tell you. A mentor is expected to have expertise/experience in the industry the mentee works in or wishes to work in, a coach does not necessarily have experience in the industry. LikewiseA consultant advises and offers solutions, a coach does not. Similarly A counselor deals with a client’s past, a coach deals with the future. Like wise Training is conducted in groups, coaching is typically one to one. In a nut shell coaching is a personal relationship where a coach has no other interest than their clients’ success!

About the benefits of coaching Benita revealed that coaching is a tool people can use to reach their personal and professional best. Coaching enables coachees to identify and reach their goals quicker as they are accountable to themselves and the coach. This has led us to enquirehow can imbibing a coaching approach contributes in enhancing a competency based Omanization?

 She said that coaches work with coachees to close competency gaps required to get to their desired level. Once the task in hand is adhered to in a sincere and dedicated manner, it will certainly lead to acquiring the desired competencies that will empower the national workforce to achieve their professional best.

Being a passionate coach she is eyeing the future of coaching with a deft touch of optimism. She reiterated that coaching has a very exciting future! It can make a significant contribution to developing people and organizations.

As a passionate person who is living joyfully and enjoy a spirit of an adventurer we asked her about the places she visited in Oman. At this point she leaned back at her chair as if she is in a mood to illustrate something and said, “I love the new tagline for tourism, beauty has an address”. I have travelled extensively in this beautiful awe-inspiring country, exploring coastlines, mountains and desert. I have not been to Masirah Island as of yet.

The conversation was so natural and transparent. Time took us by surprise. I looked at my watch and stood to thank her for the opportunity and bid her goodbye. She acknowledged my gesture and left me with a departing note saying I want you to remember to “Lead where your heart takes you!”

Defying the Odds with a positive Attitude

By: Saleh Abdullah Alkhamyasi

Do you think patience has a taste? This is what I asked myself when I read “The Taste of Patience” by the novelist Mohammed Eid Alaraimi. I was actually taken aback with the intelligently chosen analogy.

The Taste of Patience remains a masterpiece in the contemporary Omani literature. It is an eye opening, thought provoking and above all soul captivating.

It illuminates many empowering lessons on the nature of man and depicts moments of happiness & sorrow, hope and despair, surrender and will power.

The novelist shares his experience in battling the odds of disability for more than two decades.

As a young man Mohammed graduated from USA as an Industrial Engineer. Upon his return he joined PDO. Few months later he got married and you could imagine the magnitude of his dreams and aspirations. However, destiny had something else in stored for him.

After spending the holidays with his family, It was time to go back to Marmul. In fact, It was his last working week before getting transferred to Muscat. He left Sur remembering his mother’s prayer, visualizing his wife’s mesmerizing smile which tempted his soul to stay back.

Half way through, the call of destiny arrived. Two huge camels intercepted him.  He could not avoid them. His car hit one of them forcefully. The animal flew up and landed on the car flattening the roof on his head. The accident resulted in a spinal cord injury. It has disrupted his life extensively and condemned him to a wheelchair.

The journey in search of treatment took him from Ibra hospital, khoula Hospital, to London even the USA.  He sipped the bitterness of patience in an incremental dosage. His treatment subjected him to a painstaking rehabilitation and physiotherapy program.

He became a victim of bleak thoughts. He felt like a man condemned to a life imprisonment, denied the freedom to die. His feeling of despair and frustration deepened. The disability imposed a solitary life on him.

He saw his dreams fade away in a blink of an eye.  So what should he do? Shall he keep weeping like a burning candle?  Or should he gather his strengths and awake the giant within him. Should he rise to the occasion and surmount his bleak reality?  He sailed through his life with a glimmer of hope promising himself a better tomorrow. His will power made him learn how to make new dreams that comprehend to his new reality.

He admits that many people helped him during his tragedy. They exhibited their solidarity, kindness, sacrifice and other human gestures.

For instance, Dr. Harvey the Director of Medical Services at PDO then was supportive to him. He shifted him to a private room. He fixed a TV in it and was instrumental in sending him abroad for treatment. Not only that, but he negotiated his employment contract with the company on his behalf.

Others such as nurses, friends even people whom he did not know came for the rescue.  On the other hand, there are those who deserted him as well.

Mohammed, had to forgo his profession as an industrial engineer and settled for a translator role instead. He was keen that his disability does not overshadow his ability. He had to adapt to the new role. He had to put his heart and soul in search of excellence. He exaggerated his ability to avoid pity feelings for his disability.

From a state of defeat, despair and surrender Mohammed emerged as a shining star. He became a professional writer and translator. Today he is a renowned novelist within the GCC Countries. His name is tied up with patience as an elevating virtue.

He became a voice for “People with Special Needs”. An advocate for their betterment. An educator with a mission of changing the stereotype thinking about the disabled segment in our society. He vividly illustrated that yes life is not a rosy journey? It has its own ups and downs. However It is our attitude which makes a difference. Embracing a positive attitude enabled Mohammed, to endure irresistible bitterness, overcome formidable hurdles and ride fierce waves in his life to discover the rewarding taste that patience.  

Revisiting the Graduates’ English Competency

Interviewed by: Saleh Abdullah Alkhamyasi

English is the language of business. It is a vehicle to bridge the human element in a global economy. Regardless of the geographical area in which you are destined to work, a mastery of English provides you with a key to success. As a gesture to equip the Omani nationals with competency in English and make sure that the leaders of Tomorrow are well prepared to meet the constantly changing demands of the corporate world. “HR Fragrance” met with DR. Rahma Al-Mahroogi, Assistant Professor, English Department, College of Arts & Social Sciences at the Sultan Qaboos University who is the Head of the Research Team entrusted to conduct this study to shed light on this project. Our conversation proceeded on the following lines:    

·        What is the title of the research project?

An Investigation of the Linguistic, Communicative, and Pragmatic Needs of Tertiary Education Students:  Bridging Tertiary Education and Employment Fields

·        Who is financing the Project?

This project is financed by The Research Council

·        Why assessing the students’ competency in English and why now? Does it have any link with the cry for the comprehensive evaluation of the education system?

The study focuses on the linguistic, pragmatic, and communicative abilities (in English) of Omani higher education graduates.  It was motivated partly by the call for a comprehensive evaluation of the education system at all levels, but it was mainly instigated by employers’ complaint about higher education’s graduates’ inability to communicate in English, both orally and in writing.

·        What feedback do you have about the graduate students from the employer side?

Much dissatisfaction has been heard from employers who need the use of English in their organizations.  Some employers have found that they have to enroll their newly hired graduates in private institutions to study English to be able to communicate.  Some graduates face unemployment for years due to their low proficiency in English and their inability to communicate in it.

·        How long will this study take? And when did you actually start?

The study will last for 3 years.  It started on May 31 2011.

·        What are the research questions and what methodology will be utilized to research this problem?

The main research questions are:

a.  What linguistic, pragmatic, and communicative skills and competencies the job market requires of higher education graduates?

b.  Are higher education graduates well equipped with these skills?

c.  What English competencies and skills are actually taught in Omani higher education institutions?

d.  Is there a difference between the perceptions of the different stakeholders, including teachers, students, employers, and employees of the linguistic, pragmatic, and communicative skills required by the job market?

e.  If a gap exists between the perceptions, how can it be bridged?

f.   What can be done to align English programs in higher education institutions with job-market requirements?

As for the methodology, we are using four questionnaires, eliciting both qualitative and quantitative data. There is a questionnaire for higher education students, alumni, teachers, employers and employees.  We will also use interviews and focus group discussions.

·        How many members in your research team? Are they all from the English department?

There are seven people involved in the research: two investigators, 3 research assistants, and two consultants.

·        Who will be included in the sample of your research project?

Our research sample will include wide segments of Higher education students, alumni, teachers, employers and employees.

·        Did you put forward any recommendations so far?

We have started data collection and have written four papers based on our theoretical and practical work in the project, but it is too early to state any recommendations as we are not yet done with the data collection.

·        A Last Word?

Thanks for the interest you have shown in this project. I wish your blog initiative further progress in the days to come.

Recruitment: The Positive Process

By: Saleh Abdullah Alkhamyasi

inspiringtouch@yahoo.com

At the beginning of each financial year most job seekers are diligently monitoring the vacancies that are advertised through various means by the corporate world.

The recruitment function is the gate through which organizations wink at the supply side of the labor market. It is a vehicle through which they attempt to attract a pool of candidates for certain positions based on certain job profile for each position. As Charter Institute for Personnel Development fact sheet indicates “Having the right person, in the right place, at the right time, is crucial to organisational performance. Recruitment is a critical activity, not just for the HR team but also for line managers who are increasingly involved in the selection process.”

Prior to initiating the recruitment process, organizations have to set certain prerequisites aside to ensure that recruitment is done on a solid ground. These prerequisites include the following:

• ·       The Manpower plan
• ·       The Job Description
• ·       The Job Specifications/Job Profile
• ·       The Job Analysis

Once these steps are set aside and available the HR Department considers the various options through which they can source the targeted potential candidates. It goes without doubt that if the recruitment strategy is well calculated then there would be many options before the organizations but the particular job profile and its availability within the local market will dictate the most suitable one. Among the available sources to attract candidates are the following means:

• ·       Tapping the internal employee pool.
• ·       The existing CV data bank
• ·       Advertising through various news papers
• ·       Resorting to recruitment agency
• ·       E Recruitment
• ·       Participating on career fairs
• ·       Company website
• ·       Social media
• ·       Walk in applicants

No doubt organizations will apply multiple methods to source the needed candidates they are aiming to attract.  Factors such as time, position or level of job, specialty and cost will determine the method being utilized for the recruitment purpose. We can visualize recruitment like a dam which receives water resources from various streams. Where all roads to lead to Rome likewise all CVs or applications reach the Human Resources Department of the demanding organization.

We should realize that recruitment is a positive process through which all candidates are welcomed to apply. Every candidate gets an equal opportunity to apply. No door will be shut before any candidates. Once the list of the applying candidates is gathered it undergoes a filtering process to create a shortlist of candidates who will be invited to appear for assessment and initial judgment.

Therefore, the quality of the recruitment coupled with the selection that follow suit will set the stage for quality of Manpower that will prevail in the organization and determine its ability to compete and realize its targeted objectives and goals.

The Intellectual Interaction of ICT

On Sunday 4^th of March 2012, Ibra College of Technology embraced “Oman Symposium on Management (OSOM 2012”, an event which attracted intellectuals, professionals from different industries and educational Institutes in Oman. The symposium inauguration was held under the auspices of HE Dr. Muna bint Salim Al Jardaniya, Undersecretary for Technical Education and Vocational Training, Ministry of Manpower. The juicy agenda of the program included theme such as

The Role of Entrepreneurship in the growth and development of Oman, People Management in Oman: Opportunities and Challenges, Education and its Role in the Economic Development of the Country and Identifying Key Sectors for Growth in Oman

HR Fragrance approached Mr. Abdul Jaleel R.S, Head of Business Studies at Ibra College of Technology to shed light on this mega-event which the college initiated.  He welcomed our invitation and with an open heart and enthusiasm our interaction with him led to the following dialogue:

Interviewed By:  Saleh Abdullah Alkhamyasi

·         How did the idea come to light?

OSOM was one of the implementation steps for faculty development initiatives of our Strategic plan 2009-2012. The idea of OSOM saw the light of the day with the plan to conduct a international conference so as to germinate and disseminate knowledge as a premier educational institution in the Sharqiya region. The plan was however converted into a symposium on the advice of the Ministry of Manpower, the sponsor and management of Ibra College of Technology. The business department of Ibra College has many firsts to its credit amongst the seven colleges of technology in Oman and therefore wanted to take the lead in conducting a national symposium, keeping its spirit alive.

·         What is the motive behind it?

The motive behind it is to germinate and disseminate knowledge pertaining to business, management and economy of Oman, which in turn can lead to a holistic development of this blessed nation. The prime objective is to enable the major stakeholders involved in the teaching-learning domain to grow by way of sharing knowledge and ideas. The symposium would also provide a forum to the industry chieftains to share their insights with the teaching fraternity, culminating in a win-win proposition for all concerned.

·         Who are the participating speakers?

OSOM have a blend of speakers representing the world of academia and industry of Oman. The occasion would be illuminated by the sugust presence of- Dr. Fauzi A Ghairabeh, President, Al Sharqiya University, Amar Al Matani, Deputy CEO, Oman LNG, Sheikh Khalfan Al Esry, MD, Prosper Management, Prof. Stephen Hill, Dean-College of Business, Sohar University, Muhammed Al Asfoor, Chairman-Injas Development, Sr. HR Expert, Omantel, Shaikh Salah Al Mawali, DG-SME, Ministry of Commerce and Industry, Mohd. Khamis Al Hussani, Director-Economic Research, OCCI, Tariq Al Barwani, Founder and President, KO, Mohd. Al Ghailani GM-HR,Mohsin Haidar Darwish LLC

·         What would the agenda includes (themes/topics)?

 The major themes are- Role of entrepreneurship in the growth and development of Oman, People Management In Oman, Challenges and Opportunities, Education and its role in the economic development of the country, Identifying key sectors in the growth of Oman. OSOM would also have a plenary session, apart from professional networking and knowledge acquisition and dissemination.

·         How is the conference benefit your students?

OSOM would provide major takeaways to students, directly who would participate and indirectly through the teaching experts who are part of OSOM.

·          Are the students required to share their key take from the conference in the class room?

OSOM would definitely be converted into classroom learning for the business students of ICT.

·         Last word?

Knowledge grows only if it is shared and OSOM is one of our means to disseminate the fragrance of knowledge and let our Institute as a torch of knowledge bloom as the days pass by to be a heaven that is sought by scholars and students from all walks of Oman.

 

A Conversation with a Strategy Guru

By Saleh Abdullah Alkhamyasi

Although it was his first visit to Muscat, David Reay was familiar to Oman. When he lived in Dubai he regularly rode his motorcycle into Oman to visit the mountains in the Hatta and Al Sumayni areas. He said that his first impression about Muscat was the large number of low buildings which gives the city an open and airy feeling. The warm welcome at the hotel also created a good impression.

As a consultant he is passionate about enabling HR to become value adding business leadership operation. David has worked in business strategy and training and development for over 25 years. He has moved from teaching to running his own business and working with multi-national clients and government departments worldwide.

In response to a question on HR strategy David revealed that an HR strategy is a map which clearly shows HRs direction, priorities, the focus of all activities and when a goal has been achieved. He pause a little as if he was recollecting his thoughts and said all aspects of an HR Strategy should be directly linked to the overall business strategy and be designed to help the business maximise its success, as well as clearly describing the achievements HR will deliver at every level of business operation  to ensure success. He stressed that without a clear and detailed strategic map it becomes too easy  to misinterpret, drift, and waste effort. With a clear strategy map it is possible to keep a constant check that everyone is going in the same direction and that all activities add value to the business.

Our conversation leads him to reveal that aligning HR and the Business strategies is a perennial problem.  He said in an ideal world the HR strategy will be embedded in the business strategy. This is only possible however if both parts share the same methods and techniques for developing their strategic plan or strategic map. A common approach and common language for strategic plans across sectors of a business is a rarity but when it is used the benefits are huge. Where the two strategies are not aligned the chances are at best, that neither the Business or HR will ever reach their full potential and at worst they work against each other and create business failure. A simple but profound way to get it right is to use the OSCA Output approach.

highlighting  the required competencies to be able to strategize your HR activities and functions  he did not hesitate to say that competencies should be identified from the achievements required to deliver each part of the strategy. Competencies are the combination of skills, attitudes and knowledge which make it possible for people strategic outputs to be achieved.

In order to enhance ones knowledge about strategy he recommends two books by Jim Collins – Built to Last as well as From Good to Great. He is of an opinion that they are worth reading for both books were the outcomes of practical experience of certain organizations.

David G. Reay who was on a visit to conduct two training courses in line with the collaboration between Omantel and the Charter Institute of Personnel Development  added that when you are thinking about strategy the first stage is to ignore what you should do and focus only on what you should achieve or as Sun Tzu said Tactics before Strategy is the Noise before Defeat. It is worth mentioning that the courses which he delivered included:

·        An introduction of HR Strategy

·        Recruitment and on Boarding

Both training courses were conducted at Park Inn, Alkhawair from 31at of March until 3rd of April.

With broad Smile David bid me goodbye and said I am sure I have a lot to narrate to my family and friends about this beautiful Capital and its hospitable people.