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GraceKennedy CEO to be Interviewed Live at HRMAJ Conference

Framework Consulting Inc., Kingston Jamaica
Contact: Francis Wade 954-323-2552 / 876-880-8653
FOR IMMEDIATE RELEASE
 
GraceKennedy CEO to be Interviewed Live at HRMAJ Conference
 
HR Professionals to Listen in as Douglas Orane Explains the Role of HR as a Strategic Asset
 
Grace Kennedy CEO, Douglas Orane, is due to close out the first day of the upcoming Human Resource Association of Jamaica conference with a frank interview covering a variety of topics of interest to human resource professionals.
 
Approximately 500 participants will be on hand on November 16th to hear him describe how the human resource function can rise to the occasion and play a critical role in many of the challenges that companies face in the world.  His perspective will be invaluable for attendees to hear, as they seek to shape their agendas and careers according to the perspective of their own CEO’s.
 
Mr. Orane, who holds both the Chairman and CEO roles after some 26 years with the company, is well-known as a former President of the private sector Organization of Jamaica (PSOJ,) as well as the four and a half years he spent in the Senate.   In 1998, he chaired a taskforce to examine the levels of waste in the public sector, resulting in a list of recommendations known as The Orane Report.   
 
Francis Wade, President of Framework Consulting, will be conducting the interview, which is slated to run for an hour.
 
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About Framework Consulting
 
Framework Consulting Inc., a Florida-based company with an office in Jamaica, is a management consulting firm with an emphasis on solving the most difficult people problems in the corporate Caribbean.  It creates customized interventions that are targeted to produce results, using combinations of workshops, coaching, training, change management and corporate communications.  To learn more, go to www.fwconsulting.com.
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Francis Wade to Speak to Graduates at JaCSA Certification Graduation

 

COMING: A NEW FOCUS ON CUSTOMER EXPERIENCE
 
Companies are betting that a new focus on “experience” will help them better serve local customers
 
One of the major trends in the world of customer service seems to making in roads in Jamaican corporations.  Instead of merely serving customers, companies are hoping that by going after a precise experience they will be able to motivate employees, raise standards and provide customers with more of what they are looking for in their interactions with companies.
 
Local companies such as Scotiabank, Cable and Wireless and Victoria Mutual have all recently appointed high level executives in charge of “Customer Experience.”  They understand what many companies are trying to grasp: the customer’s experience is impacted by every single “touch-point” or interaction they have with a company, including their website, the front-line staff, how they pay their bills or make deposits, and even what they see in their advertising.
 
On November Wednesday 21st, Francis Wade of Framework Consulting will be addressing the Jamaica Customer Service Association’s International Certificate Graduation, and will be describing this important shift in emphasis that is already positively impacting service standards in the Caribbean region.
 
According to Wade, “Employees across the board are finding it much easier to appreciate this new approach.  Companies are finding that they can tap into an employee’s understanding of “experience” more easily than they can describe to them what happens in some far away company they have never visited.”
 
“Managers that are still talking about Walt Disney or the Ritz Carlton are speaking over employee’s heads, and are having a hard time relating to their daily experience of the service they experience from their minibus driver, post office, bank and grocery store.”
 
By adapting this new best practice, local companies are able to do what many companies around the world have done, and start with a set of “target experiences” that the company has decided will support its brand.
 
Once these experiences are defined, they are translated into standards at each “touch-point.”  Employees are taught how to deliver these experiences consistently, and how to monitor the customer’s reaction with a combination of advanced interpersonal skills and personal intuition.  
 
Websites are tweaked, process are changed –all in order to produce the particular experiences.
 
Wade said “Managers who think that they can motivate employees by speaking about the service they experienced at their last trip to Sandals are mistaken.  They don’t appreciate that a major reason that front-line employees deliver better service in North American companies, for example, is that they have many, many examples of good service that they have seen first hand.”
 
“They merely have to copy the service levels that they see every day.  In Jamaica, employees cannot do the same, and their job is much, much harder.”
 
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About Framework Consulting
 
Framework Consulting Inc., a Florida-based company with an office in Jamaica, is a management consulting firm with an emphasis on solving the most difficult people problems in the corporate Caribbean.  It creates customized interventions that are targeted to produce results, using combinations of workshops, coaching, training, change management and corporate communications.  To learn more, go towww.fwconsulting.com and http://www.jacs-association.org/events.html
conference-flyer-2007
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TV/Radio Interview for HRMATT Conference

Update:  The audio of the HRMATT speech can be downloaded from http://www.archive.org/details/2007ConferenceSpeech

 

 

On Tuesday, October 9th 2007, Francis Wade of Framework Consulting was part of an interview conducted by Fazeer Muhammed and Jessie-May Ventour of channel CNMG in Trinidad.

Alvin Day, motivational speaker, was also interviewed on the broadcast which was carried over television and radio, and lasted just under an hour. 

They were both being interviewed for their part in the upcoming HRMATT Biennial Conference 2007.

Click on the link below to be taken to part 1 of the interview.

http://www.archive.org/details/RadiotvInterviewReHrmattSpeech2007

Click on the link below to be taken to part 2 of the interview.

 http://www.archive.org/details/RadiotvInterviewReHrmattSpeech2007Part2

 Comments on the interview can be made on the company blog at http://fwconsulting.blogspot.com/2007/10/audio-recording-of-tvradio-interview.html

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Time Management — ChangeThis.com — Vote Now!

Recently, I made a proposal.

On ChangeThis.com I recently proposed that the old methods of thinking about time management as a bunch of little tips is bankrupt, and that a new paradigm is needed. 

The cool thing is that if you are impressed by the proposal (reproduced below), you can vote on it. If the proposal gets enough votes, then I will be asked to “Write a Manifesto” which they will post on the site.  (There is no cost or payment involved.)

So, should I “Write this Manifesto?” — let the world know and follow these steps, if you’d like:

1.  Read the “Proposal” below

2.  If you like it, vote for it by clicking here to be taken to the site and then click on “Yes, write this manifesto.” Then pass on the link to others so that they can vote on it also

3.  If you LOVE it, visit the blog that outlines the 11 Fundamentals of 2Time Management

4.  If you go beyond loving it, let me know by sending me an email — [email protected]

 

 

Here is “The Proposal”

On Time Management: Toss Away the Tips, Find the Fundamentals

Author(s): Francis Wade

There is a stew of tips floating around on how to improve one’s time management skills, confusing the professional who is trying to become more productive.

However, neither a professional basketball player nor a concert pianist becomes great by learning a bunch of tips. Instead, their expertise comes through practice, learning, coaching and reflecting on the fundamental techniques they learned at the very beginning.

To witness Michael Jordan sinking free-throws, or Leonard Bernstein practising scales, is to know that their public triumphs were won long before the bright lights were turned on. Working professionals have never been taught the fundamentals of time management, and are stuck chasing after the latest tips and coolest gadgets.

Imagine MJ chasing after the latest sneakers…

What are the unalterable, fundamental elements of time management? How can they be learned? How can they be practiced? How can they be coached? How can they be perfected?

The Answer Is…

Remember, if you like it, vote for it by clicking here, and then on “Write this Manifesto” and pass on the link to others so that they can vote on it also

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Framework Study to be Unveiled at HRMATT Conference 2007

Francis Wade has been selected to present the results of the groundbreaking study, “The Trinidadian Executive in Jamaica,” at the upcoming HRMATT conference to be held on October 9-11th, in Port of Spain, Trinidad.

The study, completed in 2006, included direct interviews with over 30 Trinidadian executives working in Jamaica, and focused on the cultural differences they found while holding leadership positions.  As the press has reported on several occasions, some have encountered difficulties, experiencing wild-cat strikes and  threats of industrial action.  Headlines were made about the way Trinidadian businessmen conduct themselves in Jamaica.

A great deal has been made of the notion that Jamaicans dislike Trinidadians as a people.  Some have said that it dates back to the days of the West Indian Federation in 1961, when Jamaica withdrew from the alliance, causing its immediate collapse.

Others point to the fact that Jamaica is a violent country with one of the highest murder rates in the world.  From a Trinidadian point of view, Jamaicans are often described as “aggressive”  or “backward” and that this behaviour carries over into the workplace.  From a Jamaican perspective, some say that Trinidadians are difficult to trust, and often rely on a level of informality that they find insulting, hence the moniker ‘Tricki-dadians.”

The results of the study shed some light on the confusion and misunderstanding that exists between the two cultures. However, the study shows that when these dynamics play out in the workplace, Trinidadian executives can be both aware and careful, in order to gain the trust needed to operate effectively and profitably.

 New: Francis Wade will be featured on Trinidad’sTV6 Morning Edition show at 6:30am, on the topic of the upcoming HRMATT conference.

Also, the above press release was covered in the Trinidad Express and the Jamaica Observer.

To receive a copy of the report “The Trinidadian Executive in Jamaica,” send email to [email protected] and reply to the confirmation email by clicking on the appropriate link.

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Subscribe to the Framework Blog and NewsFeed

If you are a bit too busy to visit the Framework web-page to get the latest news on the happenings in the company, or have too much happening to read the blog whenever, then perhaps you might be interested in our new Feedblitz subscription service.

Simply fill in your email below and hit the “Subscribe me” button, and each new blog (which carries the latest Framework news) will be automatically sent to you by email.

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New Downloads

In the download section, under Ideas, we have added links to the Framework blog that take one to my recent writings on the topic of “customers” and “interventions” as they apply to the Caribbean region.