Ap Bio Lab Manual Lab 6 - Answers

Delphi Method Coach , Marketing, Total Quality in Organizations

COACHING IN ORGANISATIONS

DEFINITION OF COACHING

(TRAINING, TRAINING)

Coaching is derived from training athletes. It was John Whitmore, auto racing champion in England and Europe who with the help of two friends, athletes, coaching philosophy applied to the business world for over two decades.
Coaching is an essential tool for developing the potential of people and therefore, organizations today. It is a methodology designed to work with individuals to achieve results in their lives or in organizations where they work, who could not get for themselves and are committed to achieve. It is a discipline to improve performance at work, training personnel in proaction (anticipate rather than react) rather than the administration, while seeking to improve the quality of life and place the individual in a lifelong learning. The effective coaching is one characterized by positivism , confidence and rarely correction, which in turn is presented with the utmost restraint.

Coaching apply when:
· A poor or poor feedback on the progress of employees, causing poor work performance.
• When an employee of any area to be commended for the exemplary execution of a skill.
• When the employee needs to improve a skill within it work.

HOW DOES COACHING?

The coaching takes place within displayed a conversation where mutual commitments.
On behalf of the coachee (trained-trained): The commitment to an extraordinary result, the honesty of what happens, and their willingness to achievement.
On behalf of the coach (coach): The commitment to the outcome of your coachee larger than the coachee it.

reasons why coaching is important for companies:
· Facilitates people adapt to change efficiently and effectively.
· Mobilizing values \u200b\u200band core commitments of human beings.
Stimulate people to the production of unprecedented results.
· Renew relationships and make effective communication in human systems.
· predisposes people for collaboration, teamwork and consensus building.
· Uncover the potential of individuals, enabling them to achieve objectives that otherwise are considered unreachable.
The coaching is very focused on results, but for the coaches what matters is the people, because it is they who produce the results. Power in a coaching relationship is the authority of the coach, but in the commitment and vision of the people.

WHAT OR WHO IS THE COACH?

The COACH is nothing more than the leader who cares for planning personal and professional growth of each of the members of the team and his inspiring vision propio.Posee winning and important and that by example, discipline the responsibility and commitment , directs the team on the road to that vision turning it into reality, ie, is a leader who promotes team unity, not individual preferences and strengthens the relationship within the team to potentiate the sum of individual talents.

COACH Specific Features

Coaching is one of the functions largest managers, supervisors and leaders. The main functions can be listed:
1. Inspiring visionary leadership.
2. Talent coach.
3. Trained teams.
4. Accompaniment sellers in the field.
5. Performance Consultant individual vendors.
6. Motivator and mentor career development.
7. Manager teamwork.
8. Innovative strategist.

MARKETING

DEFINITION
As a scientific discipline, marketing is a set of principles, methodologies and techniques through which it seeks to conquer a market, help in obtaining the objectives of the organization and meet the needs and desires of consumers or customers. Marketing is one of the guidelines (or philosophies) with which you can manage the marketing or marketing of an organization. The marketing is defined as customer orientation or market orientation, and part of the customer or consumer needs, to design, organize, implement and control the marketer or marketing function of the organization. It also refers to a function or functional area of \u200b\u200bthe organization. Marketing area, commercial area, etc.
marketing concepts, marketing, marketing and sales are used as synonyms. However, the term marketing is the most widely used and is the most widespread.

the marketing process consists of several phases

Strategic Marketing Direction sets the standards for action. Before producing a Article or offer any service, management should explore the opportunities offered by the market, ie what are the characteristics of consumers who want to attend, which would have a purchasing power When purchasing the product or service, and if it meets your needs. In addition, they must also identify what your potential competitors, what products are offering and what their marketing policy, which are the products substitute and complementary offered on the market, news and odds on the entry of new competitors and potential suppliers. They should also do an internal analysis of the company to determine if you are able to carry out the project (if you have sufficient and qualified staff, it has the necessary resources, etc.). Finally, we must consider what policy is most appropriate distribution for the product or service reaches the consumer. With all the data, the company makes a diagnosis. If this is positive, set goals and mark guidelines to achieve, determine which customers you want to go and what kind of product you want.

The mix Marketing Mix Market can call the four P's of Marketing: Product
: in marketing a product is anything (tangible or intangible) made available to market for purchase, use and / or consumption and that can satisfy a need or desire.
Price: The amount of trade associated with the transaction. To fix the price is competitive prices, the desired positioning and business requirements.
Plaza or Distribution: In this case, defines where to market the product or service offered. Consider the effective management of logistics and sales channels should be made to the product reaches the right place at the right time and under appropriate conditions.
Promotion: All functions performed for the market learns of the existence of the product / brand, including sales and sales support, be it vendor management, supply of the product or service telephone, Internet or similar means, advertisements, and advertising through other vehicles.
marketing program delivery
Finally, it is assigned to the department for the implementation of planned actions and establish the means to carry them out, and the procedures and techniques to be used. Also be set up mechanisms to assess the results of God's plan and determine how effective it was.


Control involves establishing the mechanisms of feedback and evaluation with which to assess the degree of fulfillment of objectives and establish the corresponding corrections.

Marketing Guidelines
In history and in the context of trade in different orientations have emerged or approaches to doing business. These approaches are still present in some industries and markets, even some authors recommend depending on the situation using any of these approaches in particular. Orientation
product: It occurs in cases where the market is new and is dominated by a single company offeror ( monopoly). The company does not care about sales, because it is insured and his business is confined exclusively to improving the production process. Orientation
sales: When the market is expanding and there are several companies fighting for your domain, your effort is focused on increasing sales. Being a new product, the consumer is not very demanding and buy it primarily in terms of price. Marketing
market orientation: Once the market has settled, and consumers are familiar with the product, the marketing approach changes. Companies try to meet the tastes of potential buyers to tailor products to their needs and diversifying production.

SWOT analysis

DEFINITION
SWOT (SWOT English) is the acronym used to refer to an analytical tool that allows you to work with all the information you have about your business, useful to examine its Weaknesses, Opportunities, and Threats Strengths.
This type of analysis represents an effort to examine the interaction between the characteristics of your business and the environment in which it competes. The SWOT analysis has many applications and can be used by all levels of the corporation and in different units of analysis such as product, market, product-market, product line, corporation, company, division, strategic business unit, etc. Many of the findings obtained as a result of SWOT analysis may prove very useful in market analysis and marketing strategies to design and qualify to be incorporated into the business plan. SWOT
the analyst must look only to the key factors for the success of your business. Should highlight the strengths and weaknesses internal differential when compared in an objective and realistic competition and the opportunities and threats to environmental cues. This means that the SWOT analysis consists of two parts: internal and external.
The inner part is about the strengths and weaknesses of your business, aspects of which you have some degree of control.
The outside looks at market opportunities and threats facing your business in the selected market.

is necessary to develop the capacity and ability to seize these opportunities and to minimize or annul the threats, circumstances over which one has little or no direct control. Strengths and Weaknesses
To determine the strengths and weaknesses should be considered as the following areas: - Analysis of resources - capital, human resources, information systems, fixed assets, intangible assets. - Analysis of Activities - Resource management, strategic resources, creativity - Risk Analysis - With regard to resources and activities of the company.
- Portfolio Analysis - The consolidated contribution of the different activities of the organization. Opportunities and Threats

Organizational opportunities are in those areas that could generate very high performance. Organizational threats are those areas where the company finds it difficult to achieve high performance levels. -Environment-Structure Analysis of the industry (suppliers, distribution channels, customers, markets, competitors). Interest-groups-government, public institutions, unions, shareholders, community. "The environment seen in a broader-Demographic, political, legislative, etc..

TOTAL QUALITY

Quality CONCEPT Total is when the organization, members are serving exactly with all standard requirements and the search towards Zero Defect, to provide total customer satisfaction.
customer is anyone who is affected by what you do or not do. Is one that depends on me, that is, has a direct dependency, one that I keep in line (internal customer) and all those who depend on me (transcendental reason.) Total Quality
not limited to administrative or management technique, but its design is much deeper, because it begins and ends with people, meaning that it is a philosophy that is shown in being, thinking and acting Quality people. Quality People get quality products and provide quality services.

essential factors to introduce Total Quality Control
are activities that set the objectives and requirements for quality as well as the requirements for implementing the elements of quality system: • Identification
business: development, creation and development of the Vision and Mission Quality
Establish the requirements to comply and provide the necessary resources, motivate and encourage employees to
requirements are met • The quality is prevention, not verification or response. The standard embodiment is Zero Defects. Do the job with zero errors from the beginning.
· Work depending on the client, interpreting their needs, design interpretive creativity to meet your needs and demands.
Team work: creating a good working environment, coordination, communication, common goals, leadership to achieve a synergy that allows faster and better meet the demands and customer needs.
· Consciousness: at all levels of the organization
• Control and improvement: to improve upon measured, and you can only improve what can be measured. Improvement plans.
· Systematization: in search the perfection of the activities of the organization.
• Knowledge and compare costs

The Deming Philosophy
Quality Philosophy Quality Deming about covers all the quality factors mentioned above, and defines it as "a system to improve the production that will help us achieve goals, reduce costs and therefore increase productivity business. "

PLANNING STRATEGIC

Strategic Planning is a process of systematic assessment of the nature of a business, defining long-term goals, identifying quantitative goals and objectives, developing strategies to achieve those objectives and locating resources to out these strategies.

is a powerful diagnostic tool, analysis, reflection and collective decision making, about the current task and the way they should go in the future, organizations and institutions to adapt to changes and demands imposed by the environment and achieve maximum efficiency and quality of their services.


Strategic planning begins by answering three questions:

1. Where are we today?

Situation Analysis

Environment Analysis Internal Analysis Competitive Analysis


2. Where do we go?
Objectives and Long-Term Goals

3. How can we get where we want to go? Understanding

Market Competition Understanding Business Strategies Designing appropriate



When we carry out strategic planning to avoid mistakes such as:

spend much time describing our company instead of analyzing the market, competition or our competitive position.

Failure measurable objectives. Negligence

market analysis.

not determine precisely who are "all" our current and potential competitors, limiting the analysis to share my competitors.


The Financial Plan has provided medium-term misalignments due to factors beyond our control: fluctuations, inflation, currency crises, etc.

To avoid falling into the common errors discussed above, we recommend:

a) Planning should include review of the Plan period (Budget)

b) The use of software and techniques of simulation scenarios "can help us predict and correct possible variations more easily

c) We can also include objectives, measurable targets.

d) Any strategy should include a measurable goal.

e) Determine While all current and potential competitors.


CASE EXAMPLE OF PRACTICAL STRATEGY

THE CUSTOMER SERVICE OF COCA-COLA
Listen, inform the customer and ensure compliance of their rights constitute the three pillars of Service Consumer Care of Coca-Cola, one of the leading consumer advocacy platform that was introduced in our country.
Created at the initiative of a group of five countries (Britain, France, Italy, Germany and Spain), the English model has emerged as a role model for the rest of the organization and the reference model for many English companies.
This service, which has been operating since 1992 as a true ombudsman, has become one of the communication channels more active and more flexible link between consumers and the company.

BACKGROUND Key business success of Coca-Cola is the confidence of consumers and customers in their products. And this success is largely due to two aspects: one is the constant concern to try to make the products meet consumer needs, and another aspect is the strict quality standards that Coca-Cola has always made its products and their production processes.
For this reason, it uses 100 to 100 of the time doing the best marketing, ie to understand how they live, how you feel, what they think, what it does and what the consumer wants. It focuses on understanding the motivations of English consumers in order to maximize the relevance of brands and continue to innovate in what we do: from new products to promotions.
Also, quality is an imperative for business. This belief, widespread in the organization, is accepted by everyone from the employees of the production lines up top-level executives. The general belief is that "we can do better." Coca-Cola research permanently to first develop the most stringent quality standards and then apply with full rigor and commitment.
And in this line of development and belief in the new location strategy of Coca-Cola, whose goal is to think and act with greater local autonomy and be a citizen model, this service has been established as a basic tool of service and direct contact with the consumer.

STRATEGY Given the vocation of promoting this service to more consumers, Coca-Cola decided to use as a vehicle to promote their own containers. Since its birth, Coca-Cola engaged in prominent places in their packaging.
The service consumer of Coca-Cola operates through a centralized call system, which works primarily as a collection of data and information as a generator of the system. The service also includes serving claims online.
Since its inception, basically the service fields inquiries and calls of complaints and claims. The platform channel all the data it collects and the demands are answered as quickly as possible. The response time in light of efforts need to be made, usually between two to seven days.
When the service consumer of Coca-Cola gets a call, the operator picks up the request or complaint and entered in a register. Immediately reported the incident to the appropriate department and it activates the mechanisms necessary to provide a solution. In cases where the complaint relates to a process of quality-related processes usually with carbonization-Coca-Cola takes the sample, analyzed in the laboratory and then tells the consumer. When considered appropriate, Coca-Cola later tracked to determine the degree of satisfaction.

RESULTS
At Coca-Cola is believed that this platform has helped create an active and critical consciousness among consumers.
Since its launch eight years ago, the service consumer of Coca-Cola has handled more than 1,300,000 calls. The service has experienced since its inception a spectacular growth. In 1999 it received 394,427 calls, representing about 40 100 more in the previous year. The largest number of calls answered (59%) was associated with promotion (and catalog gift request), followed by demands for information (30%).
In addition, the customer service has become an effective support for all departments of the company he works closely. With the information generated by the service consumer, the Coca-Cola analyzes the evolution of the reasons for the calls, the consumer profile using this service, the source and consumer feedback, information that each department Used to adapt their strategies to these demands. CONCLUSION



the end of this summary we have found that coaching is a system that includes concepts, structures , processes, tools of work and measurement instruments and groups of people, comprising also a leadership style, a particular way to select people or create groups of people in development. Is an essential tool in today's organizations, as it helps to exploit the potential of employees and achieve peak performance.
In addition, we reviewed the concept of what the marketing and the importance of all phases, and the Marketing Mix, in order that a company achieves its goal of marketing their product and position in the minds of consumers .
On Total Quality, an organization now works on the basis of having a total quality in all departments. The customer, both internal and external, expect to receive top quality treatment. For the internal client steps for total quality will help achieve the performance of their duties with great satisfaction, and can provide excellent external customer service. In contrast, external customer, receive the overall quality of a company will promote in him a loyalty to that company, that what every organization wants .... able to attract and keep a customer.

is essential for any company or organization have a strategic planning as this can assess their current state, define the long-term goals, identify objectives and quantitative targets, develop strategies to achieve the objectives and locate resources to carry out such strategies. Any company that wants to succeed must implement strategic planning.