Canadian SME International Trade and Marketing - writings upon readings and continued curiousity in the realms of cross cultural business. Some of my opinions are not my own, but I would fancy to say nearly all of them should be credited to the various authors. Deming disciple. I stubbornly persist.
Friday, November 30, 2007
First PBS station to broadcast Monty Python's Flying Circus
U.S. workers don't know how to go on vacation
(The Morning Call) November 17, 2007
American workers are no doubt productive workers, but it appears that many white collar American workers don't take vacations seriously. Many take some of their responsibilities that they have at work along with them during their vacations.
American workers should adopt the ''work hard, play hard'' attitude. That will make them more productive and happier at work.
Supply Chain Is Looking for Green Transport and Logistics
The push towards green is driven by financial ROI , public relations payback and improved supply chain efficiency, says a new survey.
Korea Trade Deal Not Close (Embassy)
A free trade deal between Canada and South Korea is nowhere near closure, Bloomberg News reported Finance Minister Jim Flaherty as saying, as South Korea has not pledged adequate access to its market. Ford Motor Co. has threatened to rethink new investment in Canada if such a bilateral deal does not give the automaker better access to that market.
Thursday, November 29, 2007
Alberta Economic Update: Becoming an Energy Superpower
Edmonton, Alberta - "1 million people and 174 billion barrels of oil." By 2030, $280+ billion in energy investments and an additional $200 billion in indirect (business, private and social) investments. World Scale Opportunity."
Time: 7:30 p.m.
Place: Emirates Palace, Meeting Room 1 (near Auditorium)
Guest speaker: Ron Gilbertson, President and CEO of Edmonton Economic Development
Cost: CBC Member - AED 100 Non-member/guests: AED 125
Ron Gilbertson is the newly appointed president and CEO of Edmonton Economic Development Corporation, a not-for-profit company owned by the City of Edmonton that is responsible for regional economic development and tourism marketing, and management of the Shaw Conference Centre and Edmonton Research Park. He was previously with the Alberta Research Council where as vice president he was responsible for restructuring the technology commercialization division and investment fund, and for implementing a growth plan for the Engineered Products and Services division. Prior to joining the ARC, Ron was president of Lacent Technologies where he helped transform the start-up company into a world leader in high speed laser cutting. He has also served as president of the Edmonton Regional Airports Authority, leading the organization through its formative years and establishing Canada's first independent airports authority. Earlier in his career as a senior manager at Stanley Associate Engineering, Ron help build one of Western Canada's largest economics consulting practices and Canada's second largest airports and aviation consulting group.
Reserve online http://www.cbcabudhabi.com/ (News)
Tuesday, November 27, 2007
Review of Service Management: Strategy and Leadership
The cover of the 1984 edition is slightly less photogenic yet displays a simple dark brown four square intersected flow chart with a central inter-connected point on a plain brown background. That also amply describes the contents of the book, a heavily lined thesis of simplicity itself and a reassuring brown bag background which makes me think this Normann was an incredibly honest and easy to understand leader and educator. I can see him quietly going about his business and venturing around with a brown bag lunch and perhaps quite low-key at the office. We have dug or are digging most of the accessible resources out of the earth's ground. Our factories are chugging along on JIT most of the time. So Normann correctly tagged service industries as the next big growth opportunity of the future and the intangibility in definition of services, be they acts or interactions, all which have simultaneous occurances. He contended that operational service quality is created and contended in series upon series of "moments of truth", his term, he coined it in terms of business service quality, describing the customer as the raging bull and the matador the dashing service provider.
Normann contends this definition of quality is greater than the sum of its definitive parts in description of 'personality intensity' where it is not what a person does in the service of a customer but how one does it, regardless of the capital, equipment, logo, or corporate background attached to that service. Refreshing to note even some painters manage to do great things with a few scraps of paper, crusts of bread and unsteady scratches.
Normann selected a few notable case studies, refreshing in their relative antiquity, none of the companies listed were really known to me, nor have I ever feasted upon escargots in any European climates anyway. One may tire of hearing about the same business success stories over and over again. Perhaps some of these companies are now fossils fertilizing the successes of newer European shoots? He seems to be discussing EF English First which perhaps in 1984 existed as a former organisation known simply as EF Colleges? The one which most clearly demonstrates moments of truth concerns Les Freres Troisgros where instead of bulls and matadors we are presented with an operatic anticipatory equivalent to lolling canine tongues salivating over the latest culinary feasts being lovingly basted and prepared in the gormande kitchens which seem to recall a medieval tendancy to revel in observation of moments of truth be they timeless as in Shakespeare or tiresome as in the 100 years war.
His thesis is encapsulated by diagramatic representation on the original 1984 cover and by the third edition it loses its prominence and emminence (savoury food would be a more dramatic illustration) but is comprised of five facets: service concept, market segment, culture and philosophy, service delivery system, and the image of the company. How well these facets inter-relate through the extension of personality intensity and moments of truth which reverberate and vibrate through internal customer as well as external customer relations determine whether or not a workplace can be as satisfying as witnessing one's portion of spring lamb levered from up out of the stove and thus carved on to the warmed plate of one's own portion or slapped together like a Big Mac.
In the service concept, the entire package is described as tangible, intangible, explicit, implicit, core, and peripherals in a grid block of inter-relatedness. He describes the service elements as one would whisk together a cup of soup. First specialized capacities to deliver services better or more cheaply are considered essential. Linkages and social relationships are then described as required to create connections that would not otherwise exist. This is followed by an ability to transfer knowledge, information and capabilites such as formal courses or training programs for customers even when allowing them access to new services might implicate their desire to continue using old ones. Finally the sale of management systems has become a service within a service determining options to consult or take-over management of key services. In the market segment, the client serves two roles; first as customer and second as participant/observor. He credits Alvin Toffler for detailing the needs and role of the "prosumer" and Zeleny as originating a descriptive 'self-service" customer as determining the improvements possible in industries where many innovations have already been made. Client participation is described on a variety categorical determinations from development of service, marketing, physical, intellectual and emotional participation. He states that finding the right questions often determines the productivity of a client relationship to service improvements. Normann explains the concept of creating customers where there were none through participatory evaluation and whether contact personnel actually embody the image and emotional empathy required of them through the expression and practice commitment, patience and skills to guarantee the satisfaction of customers, minimizing turnover and maximizing profitability.
In the culture and philosophy, Normann illustrates that service concepts themselves require innovation and creativity which transfers knowledge and capabilities from the company to the clients to ensure continued patronage. These vital transfers include variety and consumer freedom, and the growth of what is termed "social innovation." Such innovations include: client participation, the linkages of different contexts, career and job rotations, refocusing human energy, and scale advantages in knowledge. In the service delivery system, Normann describes the physical aids to delivery of services and the requirements of cost rationalisation, quality control, increasing quality, forging closer links to customersand the use and benefits of specific technologies interestingly noting the potential for inappropriate technological use implicating the social processes of effective services or the possibility that such processes may be disturbed rather than enhanced in some cases. In the image of the company, Normann relies on Kenneth Boulding for a definition of image a s merely a model or signifier of beliefs or understandings of phenomena or situations. He describee image as constituting culture, organsiation and people influences, products or service influences, market segmentation influences and other image influencing activities such as thr reshaping of reality by managers to suit a reshaping of image. This aspect of service is described as purposeful in the art of strategic market positioning, making certain resources available, and increasing motivational and productivity factors in the company which leads to internal marketing to "sell" the company essence or mission to internal customers first.
If any of this appears at all familiar it could be due to its role as a keystone to current day concepts of service. While some might argue it is all common sense, it seems trite to suggest that of course it is, now.
Monday, November 26, 2007
Review of: The Asian Mind Game
Chin-Ning Chu (Scribner: 1991)
First, credit goes to Chin-Ning Chu's Asian mind and her willingness to elucidate the minds of western readers by immersing them in her thoughts upon what westerners might need to know about the Asian Mind. First off, do some comparison shopping my dear westerners. Alibris had a perfectly decent copy of this title for the entire cost of a $1.99, a whole $ 16.99 cheaper than the discounted price of $18.98 on Amazon where Ms. Chu's webpage link for this title quickly led. Black faced indeed!
I grabbed for this title because it has a really couched assumption that westerners really need to be spoon fed on Asian negotiation patterns. For me, communalist megotiation patterns or collective requirements for assent or a majority of "nays" versus "yays" always seems to involve a pattern of shuffling and passing of the buck, usually my buck. In addition, I am often confused to assume I could learn anything about the Asian mind. I continue to insist that Matt Ngui was correct that, "One may never know what an Asian is thinking." I have mulled over this point and come to some sort of peace with it.
According to social attribution theories and psychological principles which comprise human understanding of implicit cognitive knowledge no one of us is ever actually able to know what any other one of us is ever actually thinking. So understanding one's own mind is forever the point of attempting to make some general understanding of what others are thinking regardless of their ethnic or cultural background. So in attempting even to think about one's own mind in terms of similarities or differences to the thoughts of others one is making attributions on a cognitive level which originate, again, within one's own mind. So here are my thoughts on Chu's book.
"We need to get through the ignorance." Kang Jeong Hwan (on stereotypes)Is it dated? Well, things have changed as some critics contend the Japanese miracle has resulted in a lot of bridges and tunnels to nowhere with the most recent long term leader Koizumi having seemingly ruffled few feathers at the Postal Bank where the vast majority of those seeming-Samurais of the early nineties have been burying their savings out of the glint or glare of the swords of international investment risk. Furthermore, it often appears that Japan's long-term future as a leader of the Asian world economically relies as heavily or more heavily on public debt than American public debt does with a rapidly aging collection of Samurai seemingly guarding their economic borders with similar however more successful zeal.
"We need to get through the ignorance." Kang Jeong Hwan (on stereotypes)Chu appears to rely heavily upon the precepts of The Art of War in describing what is felt every Asian already knows and every westerner is obviously in need of; more Sun Tsu. Perhaps all of us really only need more Lao Tsu to understand each his own mind better. While I would suggest a re-evaluation of Sun Tsu as a formation of business planning and strategy tools for modern economic warriors, it allseems rather tired at this point. Even a brief comparison of titles on the topic of Sun Tsu seems to suggest that a host and variety of interpretations exist, enough, perhaps, to contend in some ways with the cognitive principles of implicit knowledge earlier mentioned. Perhaps Asians interact with Sun Tsu precepts in the same ways that Muslims contend with God? That is upon individual and at times imdependent levels, therefore, perhaps in highly individualistic ways? When may one expect an interpretation of the ageless art of carpets weavings and its relevance ot business and understanding the Asian mind? I mention this as it is another ageless Asian legacy. For example, I was reminded I live in a city founded in 375 according to latest estimates and proudly emblazoned on the side of a rickety bus.
However tiresome a rehashing of Sun Tsu's precepts might appear in Chu's book, I do actually appreciate his writings among others such as Montaigne. Highly enjoyable is Chu's depiction of the stratified layers of economic man in terms of the Asian business hierarchy. Black-faced indeed are base peddlars, especially those with hi-fi systems and loud-speakers, ringing bells and gongs in the wee hours of the morning in Korean streets and alleyways seeking out the rare customer willing to submit to such horrendous sales tactics. Again, the baubble or bit seller weaving about on the subway platforms, stations and carriages blistering the creaking and rattling of mass transport with some other monotonous tirade of sound to make spare change and perhaps boredom turn into big money.
Chu's haunting descriptions of even greater barbarities, notably the blood-marked paths to Japanese Police Stations in colonial Korea only remind one that the disparities of thought whatever thought reigns supreme in the oriental sphere merely appears to have as many diversities as it does similarities and the fact that the continent of Asia in its vastness tends to remain quite unique in its myriad of corners and reaches contends towards a local rather than global mindset at times perceived to be more global than it might actually be. Chu provides a text of conjecture and anecdotal evidence of a mainstream Asia with several Asian tributaries and an implicitness of knowledge with wholely local influences. Did this book convince me how to survive Asia? Absolutely not. I am consistently and constantly lost here. Was I overly offended by Chu or her depicitions of Asian cultural mindsets which remind me of curmudegeonly smug fairly loquacious grandmothers of western extraction?
No, no more than I am by anyone who might think they could know what I am thinking. Address the individual in all cases perhaps the connections and relationships between cultures does not grow or develop out of generalisations. In negotiation, if it is not the strong who win as John Wayne might contend, but the fair, or those who share winnings and losses, then a business grows between two negotiators and is likely to be renewed. I am still waiting to see when the largest of Asia's great economic miracles becomes a free market-based consumer driven economy. How many more companies are there willing to plunge in to stake a position with seemingly indeterminant future promised profits? It would appear there are westerners who really need to read Chu's book sinking shareholders interests into China and a few other Asian neighbourhoods. The streets of Asia are paved with something other than gold. Is some part of that paving a collective hubris? How many of today's generation of westerners really embodies the John Wayne depiction of them? I would say that part of Chu's book is dated. The rest is a bargain really worth reading especially at a $1.99.
Sunday, November 25, 2007
Yusuf Islam - Maybe There's a World
I have dreamt of a place and time,where nobody gets annoyed,
But I must admit I’m not there yet but Something’s keeping me going
Maybe there’s a world that I’m still to find
Maybe there’s a world that I’m still to find
Open up o world and let me in, then there’ll be a new life to begin
I have dreamt of an open world,Borderless and wide
Where the people move from place to place And nobody’s taking sides
Maybe there’s a world that I’m still to find
Maybe there’s a world that I’m still to find
Open up a world and let me in, then there’ll be A new life to begin
I’ve been waiting for that moment to arrive
All at once the palace of peace will fill My eyes – how nice!
Maybe there’s a world that I’m still to find
Maybe there’s a world that I’m still to find
Open up o world and let me in,then there’ll be A new life to begin
I’ve been waiting for that moment to arrive
All at once the wrongs of the world, will be put right – how nice!
Midnight Oil - One Country
Midnight Oil - One Country
Whod like to change the world, who wants to shoot the curl
Who gets to work for bread, who wants to get ahead
Who hands out equal rights, who starts and ends that fight
And not not rant and rave, or end up a slave
Who can make hard won gains, fall like the summer rain
Now every man must be, what his life can be
So dont call, me, the tune, I will walk away
Who wants to please everyone, who says it all can be done
Still sit up on that fence, no-one Ive heard of yet
Dont call me baby, dont talk in maybes
Dont talk like has-beens, sing it like it should be
Who laughs at the nagging doubt, lying on a neon shroud
Just gotta touch someone, I want to be
So dont...(one country one, country one country)
Who wants to sit around, turn it up turn it down
Only a man can be, what his life can be
One vision, one people, one landmass, we are defenceless, we have a lifeline
One ocean, one policy, seabed lies, one passion, one movement, one instant
One difference, one lifetime, one understanding
Transgression, redemption, one island, our placemat, one firmament
One element, one moment, one fusion, yes and one time
(moginie/garrett)
Peak Oil: Gas Prices, Supply Depletion & Energy Crisis SHORT
Business & Human Rights Resource Centre: A brief description
The Business & Human Rights Resource Centre has become the world’s leading independent resource on the subject. Our website is updated hourly with news and reports about companies’ human rights impacts worldwide – positive and negative.
The site covers over 3600 companies, over 180 countries. It receives over 1.5 million hits per month. Topics include discrimination, environment, poverty & development, labour, access to medicines, health & safety, security, trade.
“An essential guide to the world's companies and their records on human rights.” Guardian newspaper
“No debate can move forward, no positive change can be made, without facts. The Resource Centre is the only website to provide such a broad range of balanced information on business and human rights – company by company, country by country, issue by issue.” Mary Robinson (Director of the Ethical Globalization Initiative, former United Nations High Commissioner for Human Rights and President of Ireland)
NGO Report under ICERD Republic of Korea
on the Elimination of all Forms of Racial Discrimination June 2007
Racing to the bottom: international trade without a social clause
Third World Quarterly, Vol 24, No 6, pp 1011–1028, 2003
Racing to the bottom: international trade without a social clause
ANITA CHAN & ROBERT J S ROSS
GLOBALIZATION, INTERNATIONAL LABOUR MIGRATION AND RIGHTS OF MIGRANT WORKERS
GLOBALIZATION, INTERNATIONAL LABOUR MIGRATION AND RIGHTS OF MIGRANT WORKERS
By
Piyasiri Wickramasekara
Senior Migration Specialist
International Migration Programme
International Labour Office
Geneva
wickramasekara@ilo.org
Revised: December 2006.