You will hear five different business people talking about how they changed the way they ran their business. For each extrac

Man: There seems to have been so many changes this year. It’s hard to keep up. I have to say I feel almost uneasy about our success ... it’s as if it’s too good to be true. The sales record in the last three months showed that we have made noticeable progress in meeting customer’s needs. You know, there used to be poor communication between Production Department and After-sales Department. We often failed to anticipate customer needs and to ask for feedback from the customers. Now the situation has been completely changed. You know what? We even incorporate customer satisfaction skills into employees training programme, giving detailed description of measurement programme, recognition programme and incentive programmes. I think it definitely would have an impact on how we dealt with our customers.
Woman: Well, yes, it was very much in line with the way we usually go about things, and that was why it proved to be a change for the better. It is true that when you worked in a company for too long, it is difficult to keep yourself highly motivated. Obviously it was implemented at a right time, as 80% of our staff were recruited ever since the company was set up ten years ago, in 2000. In fact, we have always been trying to bring staff on. Last year we introduced flexible time and job rotation. And they proved to be quite successful. This time, we invested more to foster team spirit. We encourage them to get more involved in our current project, to pool their skills, talent and knowledge. Anyway, it is rewarding to do so.
Man: Well, we were extremely glad to see the record high sales volume we achieved last year. It showed what we have always been good at — doing market research. This year, in face of the worldwide economic crisis, many of our competitors are stuck in serious problems. However, due to our strength in market research, our market share in Europe, Asia and Africa doesn’t decrease in a noticeable way. On the contrary, our loss is compensated through the gains we have in our market in South America, which sees a great potential for future development. Actually we find a new supplier there which seems to have very good reputation in the manufacturing business. And I believe this shall turn on a new leaf in the development of world market.
Woman: Well, now this long debate on whether the company should expand further has been eventually settled, even though 1/3 of the members of the Board of Directors hold that we need to be cautious in our venture, as the world economy is going through a recession. Many are optimistic about developing Chinese market, as China is the only country that is not affected by this Global Recession. Actually I think we should be very cautious in this expansion, as we have no experience in setting up new branches in China. Its culture is markedly different from ours. This really shall prove to be a great problem. And I think the only way out is to talk to a local consultancy company about the procedures. I suppose it would be a great help.
Man: Well, in a small company like ours, everything has to account for something. And I am not sure whether we are doing the right thing or not. However, I have the feeling that if we are to succeed in this highly competitive world, we do need to improve the way we run our business. Processes that used to be highly bureau-cratised needed to be simplified. Many comment on the newly-introduced software as an important step toward efficient management. You just can’t imagine how the cost has been cut by it, a lot of information about our clients is pooled together for our easy access. In addition, it has catalogued all the dealings we made with particular customer. It proved to be cost-saving.