Domestic Workers in Karnataka: The Battle for Decent Pays & Working Conditions Still Goes on

The battle of domestic workers in Karnataka for fair pay and working conditions is over 20 years old. However, even at the ascribed minimum pay, the average domestic worker’s pays are not enough even to fulfill the food requirements of the average family, let alone other requirements, compelling women and small girls to toil for all seven days a week in many households.

The split between the two Indias is clearly evident at this close interface amongst the haves and the have-nots, between overseer and domestic help within a household. Domestic workers in the country normally work all seven days a week, 365 days annually. In majority cases, an off, if any, is given unwillingly and is normally unpaid. Not only this, there is no parameter as to how their pays are fixed for a specific work and employers also keep on adding more tasks to the given ones.

Another major thing that workers share is about a separate plate and tumbler maintained for them, how they are not enabled to touch the utensils in which the employer’s food is stored, how few women employers rinse all the utensils washed by the house maids once more with tamarind cleanse them, how the domestic works are not alleged to enter the kitchen or worship place. Caste discrimination remains as powerful as ever.

Domestic workers require being identified as workers and treated in a kind and respectful manner. Moreover they should be given more wages as working in a single home does not pay sufficient, and multiple domestic workers are caught in a routine swirl attempting to work in four-five households to make ends meet.

The backbreaking battle of domestic workers in Karnataka for fair wages and working conditions is about 2 decades ago. Domestic help was incorporated in Karnataka under the Schedule of the Minimum Wages Act in 1992 and then secretly eliminated in the year 1993. Fresh battles made sure its admittance once more in the year 2001 and in a developing measure in the country, pays were fixed in March 2004. However, research finds that the domestic worker’s wages were unmindfully intricate, puzzling and insufficient. The minimum wage notification particulates the following for a six-day week: one for a job for 45 minutes per day should get Rs 249, one hour jobs, Rs 299, and a full 8-hour day Rs. 1699 (for entire month); 10% more for families containing more than four members, and overtime at double rate of wage. The study showed that the beliefs of 45 minutes each job and a six-day were wrong.

However the Supreme Court has taken down arguments in several cases on minimum wages by announcing that minimum pays touch upon all alike, and have to be remunerated regardless of the type of establishment, potential to pay and accessibility of domestic workers at reduced wages, that the employer carries no right to acquit his enterprise of he cannot remunerate his employee a minimal employment wage and that non-payment of minimum pay is bonded labor falling under Article 23 of Indian Constitution. Research have depicted that availability of employment is not based in the level of pays and that reducing pays does not necessarily result in increased employment rate.

Quick Copy! Tips for Freelance Writers to Increase Income & Output (Part II of II)

The following is a continuation of the six tips I outline for increasing freelancing writing income and output in yesterday’s post. Without further ado:

4. Series: As in, split longer articles into Part I, Part II, etc. I like writing series for two reasons: i) I get more legs out of one subject; ii) I sell more, which can lead to more work from a publication.

After all, if a publisher likes your work enough to buy a series from you, they’ll probably be open to working with you on a more regular basis. This works well for publishers in some instances because, like a cliffhanger on a TV series, it keeps their readers coming back.

5. Write What You Don’t Know (In Bits): Eventually, you are going to run short on topics you know about – especially if you are in the habit of producing a certain volume of work.

Writing about what you don’t know broadens your body of work and your knowledge base. Researching a piece will usually lead to ideas for more articles.

NOTE: Writing about what you don’t know is going to take more time than writing about what you know. So, you will be producing less. To counteract this, write about what you don’t know in pieces. Eg, research it over a few days so as not to take away from your output too severely.

6. Write Tech: This type of writing usually pays more. The reason I single out this genre, rather than say, medicine, is that most use technology. We just don’t think about it because it is so commonplace.

You’d be amazed at how many people don’t know simple things you may take for granted. Eg, adding a signature to your email, saving pictures from a digital camera onto a computer, downloading songs into an iPod, etc.

I was listening to Z100, a popular radio station in Atlanta, a few weeks ago and I heard the host of the show, Bert, say that he had no clue how to download songs from the Internet. You’d think that if anyone would know this, it would be someone like him.

I got an iPod for Christmas, and I’m clueless as to how to download songs into (onto?) it? See, I don’t even know which phrase fits. Until my 13-year-old nephew gets time in his busy schedule for his Auntie, that’s just going to have to wait.

My point, you just never know who needs the information you take for granted. So, don’t take the tech knowledge you do have for granted. Make it pay – and do the rest of us a favor. “Loading Your iPod” – article anyone?

Quick Guide to Implementing Business Intelligence, Data Warehousing & BPM

Definitions and Overview

Business Performance Management (BPM) establishes a framework to improve business performance by measuring key business characteristics which can be used to feedback into the decision process and guide operations in an attempt to improve strategic organisational performance. Other popular terms for this include; Enterprise PM (EPM), Corporate PM (CPM) Enterprise Information Systems (EIS), Decision Support Systems (DSS), Management Information Systems (MIS).

BPM: Cycle of setting objectives, monitoring performance and feeding back to new objectives.

Business Intelligence (BI) can be defined as the set of tools which allows end-users easy access to relevant information and the facility to analyse this to aid decision making. More widely the ‘intelligence’ is the insight which is derived from this analysis (eg. trends and correlations).

BI: Tools to Access & Analyse Data

Key Performance Indicators (KPIs) are strategically aligned corporate measures that are used to monitor, predict and anticipate the performance of the organisation. They form the basis of any the BPM solution and in an ideal world it should be possible to relate strategic KPIs to actual operational performance within the BI application.

KPIs provide a quick indication on the health of the organisation and guide management to the operational areas affecting performance.

In many companies analysis of data is complicated by the fact that data is fragmented within the business. This causes problems of duplication, inconsistent definitions, inconsistency, inaccuracy and wasted effort.

Silos of Data: Fragmented, Departmental Data Stores, often aligned with specific business areas.

Data Warehousing (DWH) is often the first step towards BI. A Data Warehouse is a centralised pool of data structured to facilitate access and analysis.

DWH: Centralised/Consolidated Data Store

The DWH will be populated from various sources (heterogeneous) using an ETL (Extract, Transform & Load) or data integration tool. This update may be done in regular periodic batches, as a one off load or even synchronised with the source data (real time).

ETL: The process of extracting data from a source system, transforming (or validating) it and loading it into a structured database.

A reporting (or BI) layer can then be used to analyse the consolidated data and create dashboards and user defined reports. A modelling layer can be used to integrate budgets and forecasting.

As these solutions get more complex, the definitions of the systems and what they are doing becomes more important. This is known as metadata and represents the data defining the actual data and its manipulation. Each part of the system has its own metadata defining what it is doing. Good management & use of metadata reduces development time, makes ongoing maintenance simpler and provides users with information about the source of the data, increasing their trust and understanding of it.

Metadata: Data about data, describing how and where it is being used, where it came from and what changes have been made to it.

Commercial Justifications

There is clear commercial justification to improve the quality of information used for decision making. A survey conducted by IDC found that the mean payback of BI implementation was 1.6 years and that 54% of businesses had a 5 year ROI of >101% and 20% had ROI > 1000%.

ROI on BI > 1000% from 20% of organisations

There are now also regulatory requirements to be considered. Sarbanes-Oxley requires that US listed companies disclose and monitor key risks and relevant performance indicators – both financial and non financial in their annual reports. A robust reporting infrastructure is essential for achieving this.

SarbOx requires disclosure of financial & non-financial KPIs

Poor data quality is a common barrier to accurate reporting and informed decision making. A good data quality strategy, encompassing non system issues such as user training and procedures can have a large impact. Consolidating data into a DWH can help ensure consistency and correct poor data, but it also provides an accurate measure of data quality allowing it to be managed more pro-actively.

Data Quality is vital and a formal data quality strategy is essential to continually manage and improve it.

Recent research (PMP Research) asked a broad cross section of organisations their opinion of their data quality before and after a DWH implementation.

– “Don’t know” responses decreased from 17% to 7%

– “Bad” or “Very Bad” decreased from 40% to 9%

– Satisfactory (or better) increased from 43% to 84%

DWH implementations improve Data Quality.

Tools Market Overview

At present BI is seen as a significant IT growth area and as such everyone is trying to get onto the BI bandwagon:

ERP tools have BI solutions e.g SAP BW, Oracle Apps

CRM tools are doing it: Siebel Analytics,

ETL vendors are adding BI capabilities: Informatica

BI vendors are adding ETL tools: Business Objects (BO) Data Integrator (DI), Cognos Decision Stream

Database vendors are extending their BI & ETL tools:

Oracle: Oracle Warehouse Builder, EPM

Microsoft: SQL 2005, Integration Services, Reporting Services, Analytical Services

Improved Tools

Like all maturing markets, consolidation has taken place whereby fewer suppliers now cover more functionality. This is good for customers as more standardisation, better use of metadata and improved functionality is now easily available. BI tools today can now satisfy the most demanding customer’s requirements for information.

Thinking and tools have moved on – we can now build rapid, business focussed solutions in small chunks – allowing business to see data, store knowledge, learn capabilities of new tools and refine their requirements during the project! Gone are the days of the massive data warehousing project, which was obsolete before it was completed.

A typical DWH project should provide usable results within 3 – 6 Months.

Advice & Best Practice

Initial Phase

Successful BI projects will never finish. It should perpetually evolve to meet the changing needs of the business. So first ‘wins’ need to come quickly and tools and techniques need to be flexible, quick to develop and quick to deploy.

Experience is Essential

Often we have been brought in to correct failed projects and it is frightening how many basic mistakes are made through inexperience. A data warehouse is fundamentally different to your operational systems and getting the initial design and infrastructure correct is crucial to satisfying business demands.

Keep Internal Control

We believe that BI is too close to the business and changes too fast to outsource. Expertise is required in the initial stages, to ensure that a solid infrastructure is in place (and use of the best tools and methods.) If sufficient experience is not available internally external resource can be useful in the initial stages but this MUST include skills transfer to internal resources. The DWH can then grow and evolve (with internal resourcing) to meet the changing needs of the business.

Ensure Management and User Buy In

It may sound obvious but internal knowledge and support is essential for the success of a DWH, yet ‘Reporting’ is often given a low priority and can easily be neglected unless it is supported at a senior business level. It is common to find that there is a limited knowledge of user requirements. It is also true that requirements will change over time both in response to changing business needs and to the findings/outcomes of the DWH implementation and use of new tools.

Strong Project Management

The complex and iterative nature of a data warehouse project requires strong project management. The relatively un-quantifiable risk around data quality needs managing along with changing user requirements. Plan for change and allow extra budget for the unexpected. Using rapid application development techniques (RAD) mitigates some of the risks by exposing them early in the project with the use of proto-types.

Educating the End Users

Do not under estimate the importance of training when implementing a new BI/ DWH solution. Trained users are 60% more successful in realising the benefits of BI than untrained users. But this training needs to consider specific data analysis techniques as well as how to use the BI tools. In the words of Gartner, “it is more critical to train users on how to analyse the data.” Gartner goes on to say “… that focusing only on BI tool training can triple the workload of the IT help desk and result in user disillusionment. A user who is trained on the BI tool but does not know how to use it in the context of his or her BI/DWH environment will not be able to get the analytical results he or she needs…”. Hence bespoke user training on your BI system and data is essential.

Careful planning of the training needs and making the best use of the different training mediums now available can overcome this issue. Look for training options such as: Structured classroom (on or off site), web based e-learning (CBT), on the job training & skills transfer, bespoke training around your solution & data.

Technical Overview

Information Portal: This allows users to manage & access reports and other information via a corporate web portal. As users create & demand more reports the ability to easily find, manage & distribute them is becoming more important.

Collaboration: The ability for the Information Portal to support communication between relevant people centred around the information in the portal. This could be discussion threads attached to reports or workflow around strategic goal performance.

Guided Analysis: The system guides users where to look next during data analysis. Taking knowledge from people’s heads and placing it in the BI system.

Security: Access to system functionality and data (both rows and columns) can be controlled down to user level and based on your network logon.

Dashboards & Scorecards:

Providing management with a high level, graphical view of their business performance (KPIs) with easy drill down to the underlying operational detail.

Ad-hoc Reporting and Data Analysis: End users can easily extract data, analyse it (slice, dice & drill) and formally present it in reports & distribute them.

Formatted/ Standard Reports: Pre-defined, pixel perfect, often complex reports created by IT. The power of end user reporting tools and data warehousing is now making this type of report writing less technical and more business focussed.

Tight MS Office integration: More users depend on MS Office software, therefore the BI tool needs to seamlessly link into these tools.

Write Back: The BI portal should provide access to write back to the database to maintain: reference data, targets, forecasts, workflow.

Business Modelling/ Alerting: around centrally maintained data with pre-defined, end user maintained, business rules.

Real Time: As the source data changes it is instantly passed through to the user. Often via message queues.

Near Real Time: Source data changes are batched up and sent through on a short time period, say every few minutes – this requires special ETL techniques.

Batch Processing: Source Data is captured in bulk, say overnight, whilst the BI system is offline.

Relational Database Vs OLAP (cubes, slice & dice, pivot)

This is a complex argument, but put simply most things performed in an OLAP cube can be achieved in the relational world but may be slower both to execute and develop. As a rule of thumb, if you already work in a relational database environment, OLAP should only be necessary where analysis performance is an issue or you require specialist functionality, such as budgeting, forecasting or ‘what if’ modelling. The leading BI tools seamlessly provide access to data in either relational or OLAP form, making this primarily a technology decision rather than a business one.

Top Down or Bottom Up Approach?

The top down approach focuses on strategic goals and the business processes and organisational structure to support them. This may produce the ideal company processes but existing systems are unlikely to support them or provide the data necessary to measure them. This can lead to a strategy that is never adopted because there is no physical delivery and strategic goals cannot be measured.

The bottom up approach takes the existing systems and data and presents it to the business for them to measure & analyse. This may not produce the best strategic information due to the limited data available and data quality.

We recommend a compromise of both approaches: Build the pragmatic bottom up solution as a means to get accurate measures of the business and a better understanding of current processes, whilst performing a top down analysis to understand what the business needs strategically. The gap analysis of what can be achieved today and what is desired strategically will then provide the future direction for the solution and if the solution has been designed with change in mind, this should be relatively straight forward, building upon the system foundations already in place.

Advanced Business Intelligence

The following describes some advanced BI requirements that some organisations may want to consider: Delivering an integrated BPM solution which has business rules and workflow built in allowing the system to quickly guide the decision maker to the relevant information.

Collaboration and Guided Analysis to help manage the action required as a result of the information obtained.

More user friendly Data Mining and Predictive Analytics, where the system finds correlations between un-related data sets in order to find the ‘golden nugget’ of information.

More integration of BI information into the Front Office Systems e.g. a gold rated customer gets VIP treatment when they call in, data profiling to suggest this customer may churn, hence offer them an incentive to stay.

Increased usage of Real Time data.

End to end Data Lineage automatically captured by the tools. Better metadata management of the systems will mean that users can easily see where the data came from and what transformations it has undergone, improving the trust in the data & reports. Systems will also be self documenting providing users with more help information and simplifying ongoing maintenance.

Integrated, real time Data Quality Management as a means to measure accuracy of operational process performance. This would provide cross system validation, and verify business process performance by monitoring data accuracy, leading to better and more dynamic process modelling, business process re-engineering and hence efficiency gains.

Packaged Analytical Applications like finance systems in the 80’s and packaged ERP (Enterprise Requirement Planning) in the 90’s. Packaged BI may become the standard for this decade. Why build your own data warehouse and suite of reports and dashboards from scratch when your business is similar to many others? Buy packaged elements and use rapid deployment templates and tools to configure them to meet your precise needs. This rapid deployment capability then supports you as your business evolves.



BI for the masses:
As information becomes more critical to manage operational efficiencies, more people need access to that information. Now the BI tools can technically and cost effectively provide more people with access to information, BI for the masses is now reality and can provide significant improvement to a business. The increased presence of Microsoft in the BI space will also increase usage of BI and make it more attractive. BusinessObjects’ acquisition of Crystal and recent release of XI will also extend BI to more people, in and outside the organisation – now everyone can be given secure access to information!

Conclusion

The potential benefits from a BI/DWH implementation are huge but far too many companies fail to realise these through: lack of experience, poor design, poor selection and use of tools, poor management of data quality, poor or no project management, limited understanding of the importance of metadata, no realisation that if it is successful it will inevitably evolve and grow, limited awareness of the importance of training….. with all these areas to consider using a specialist consultancy such as IT Performs makes considerable sense.

Freelance Writers: How to Develop a Niche with No Experience & Make it Profitable for Years to Come

One of the things I’ve learned in my 19+ years as a freelancer and recruiter in the editorial industry is that freelancers should develop a niche.

“BUT,” you may wonder, “how do you develop a niche with no experience?” It’s actually relatively easy and can be done in three easy steps.

1. Make a list of your experiences, likes, hobbies, etc. Why? Because the first step in developing a niche is to go with your strengths. Even if you have no professional experience in an area, if you like it, chances are you will work to become proficient in it.

For example, in my professional life, I’ve been a real estate agent, a loan officer, a credit counselor, a recruiter and a legal copy editor (among a few other things — but we’ll just stop here). Remember, this is just professionally.

My hobbies are running, real estate investing, reading historical romances, sewing, interior decorating and designing ethnic pottery, among a barrage of other things (I have a very active mind and a hint of ADD!).

Now that you have this list, what do you do with it?

2. Target lucrative markets: Not every interest you have will make a viable niche market. This may be because they are not willing to pay for your services, don’t need your services and/or there aren’t enough of their type to market to.

With your list in hand, choose markets where: a) your services are needed on a continual basis; b) your asking price can be met with relative ease; and c) there are sufficient numbers to market to.

Also, you might want to consider competition; as in, how much/little do you have? While there is always room for one more company to offer a product/service, my thought process is why fish in a crowded pond.

Go after a market that not many others are targeting. Sometimes this market will reveal itself in your list of professional experiences and/or hobbies. Other times, you may have to work harder to find it. Just make sure that however you choose your market, you keep in mind the points mentioned above.

Now that you know who you want to market to, how do you get those all important first few jobs which lead to samples, references, etc.? Simple.

3. Do low-cost/no-cost work: Always try to get paid for any work you do. You can target local charities; do work for friends with businesses; contact start-up companies, etc. Your mission starting out is to get those first 4 or 5 jobs under your belt.

If you’re not having any luck landing paid work, try this. Target a company and do the work without asking them (eg, rewrite their badly worded brochure you received in the mail; rework their ineffective web copy; design their logo; etc.). Then, contact them with their original and your NEW, improved version. Not many businesses will turn down improved work they don’t have to pay for. Just like that, a legitimate credit!

Even if a company refuses, you can still use it in your portfolio. Just change the name of the company to something that obviously reflects that it’s a fictitious company with the caveat that the name has been changed, but the revisions made were to original copy.

Now, you’re on your way!

The 3 Most Common Mistakes Freelancers Make (& How to Remedy Them)

Recently, I attended a conference given at my local Chamber of Commerce. It was entitled, How to Bring Your Business to the Next Level. The reason I mention it is that the speaker covered several points that tie in with the 3 most common mistakes freelancers make, outlined below.

1. Not Targeting a Market: I call this lack of freelancer focus. Do you drive without a destination? Probably not. Most of us know where we’re going when we get in our cars, on the train, on the bus. We have a specific destination in mind.

Because editorial and creative freelancing encompass such broad categories, it can be difficult to focus. Eg, writing. Huh? For what – magazines, e-zines, newspapers, websites, newsletters, brochures, direct mail, etc., etc., etc.

What type of writing for what sector? Legal, medical, technical, scientific, real estate, financial, general (what does that mean?), etc., etc., etc.

What type of client? B2B, B2C.

As you can see, your choices are endless. And, you may be talented enough to write in many sectors. However, you will have a hard time selling this to potential clients, and you will almost always be beaten out for assignments by those who specialize and have the body of work to prove it.

I know this first-hand. I owned Inkwell Editorial, an editorial staffing agency in New York City, from 1996-2004. When I was recruiting for clients, I ALWAYS chose freelancers who had a background in the discipline for the assignment. Why? Because clients demanded it and they made me look good. I mean, when you think about it, why would I choose someone who was a generalist when I had 15 or 20 just as qualified candidates who had years of experience in what I was looking for? It was a no brainer.

That’s why I’m adamant that freelancers should specialize. It’s not that you can’t go outside your speciality, but if you target a specific market, you build your client list that much faster and can service them better. Once you have your bread and butter clients, you can choose a secondary market – if you feel it necessary.

So, choose a niche market and focus all of your marketing dollars on it. Feel free to take other things as they fall in your lap, but give your chosen market your “laser focus,” eg, ad dollars, promotional efforts, etc.

2. Not Creating a Business Plan: Don’t shut down! Come back. Focus. Pay attention. This is not more corporate mumbo jumbo – I promise. I’m not saying spend 6 months to a year writing a 30-page document that has to be presented to a venture capitalist.

BUT, I am saying that you need the bones of a business plan in front of you. Eg, who’s your target market; how will you reach them; via which advertising medium; what servies will you offer; how much will you charge; how much will it cost you to provide the service (remember, as an editorial/creative worker, your “product” is time); what is your ad budget; how much will you need to reach your goals (eg, quit your job, bring in an extra $x/month)? All of these questions – and some more – should be answered.

Many freelancers fail at freelancing because they don’t do this type of detailed thinking before starting out. You can take one weekend and flesh all of this out and be done with it. Just be sure to write it down and REFER TO IT OFTEN.

3. Not creating a marketing plan. If you are building your business on the cheap, as many do just starting out, it will take much more time than you realize.

So, you will need to map out a plan of what you’re going to do on a daily, weekly, monthly basis to reach your financial goals. Trust, trust, trust me that if you don’t, you will make less money and become frustrated with what could be a wonderful career. It ALWAYS takes longer than what you think.

Doing even a scractch marketing plan will make you feel accomplished – especially if you are doing something every day to market your business. It could be as simple as writing one article a day, pitching 10 potential clients whose info you found on the web, submitting one press release a week.

Imagine if you did just the above, that would be five new articles, 50 client pitches and one press release – all in one week. Now, multiply this by four (a month); 12 (a quarter); 52 (yearly) and you can see how just garnering even a 2% response rate would net you 52 new clients a year (50 client pitches/week x 52 weeks x 2%).

I could go on and on on this topic because it can’t be repeated enough. Many freelancers think that they can just get a website, put in a marginal effort and things will happen. And sure, it will, but it will be in trickles, dribs and drabs.

If you want to make a real go of freelancing, treat it like a real business from the get-go, and you exponentially increase your chance of success.

Trust – What Creates it & How Do You Maintain it Today?

Trust is the state of readiness for unguarded interaction with someone or something. Trust is built and maintained by many small actions over time. Trust is telling the truth, even when it is difficult, and being honest, authentic, and reliable in your dealings with customers and employees. Trust exists on many levels in an organization: with the direct manager, with the leadership, with the team and with the company.

Times are tough and you can’t afford not to have it today, but you will find that it is harder than ever to build and maintain. Employees are increasingly skeptical and daily exposés about ‘leaders’ who clearly are not trustworthy only makes it tougher.

Individuals must have a capacity for trust based on his/her experiences (with the current manager and company as well as with previous employers). The experiences we each have develop or diminish the capacity and willingness to risk trusting others. In the current business environment, there is a continuing decline of trust in companies and leadership overall. Employees watch the news, hear stories and wonder constantly if “it” (being laid off, denied a promotion or raise, having their project stopped, shutting down the company, etc.) is going to happen to them.

Individuals must perceive and believe in the ability of others they work with to perform competently at whatever is needed. During tough times, this belief in others tends to erode especially when communications are lacking concerning how changes impact the organization and success. Couple that with the increasing amount of communication about all the problems in the economy and you quickly have a lopsided equation with the negative far outweighing the positive. Employees are deeply concerned about who is going to be the next company or ‘leader’ exposed in some sort of scandal or unethical behavior.

Lastly, but incredibly important to trust, is a belief that the actions, words, direction, mission, and/or decisions are motivated by mutually-serving rather than self-serving motives. Employees have to know you care about them and are considering their best interests as well as the company’s. During tough times, there is an even greater likelihood that employees will fill in the blanks with negative intentions if they are not getting constant communication about what is going on, how the company will still win and what is in it for them to stay, work hard and remain productivity. In almost every breakroom around the country today, employees are wondering how some leaders and senior managers are asking for and getting multi-million dollar bonuses as they are laying off employees and their businesses are failing by every measure. What kind of beliefs does an individual have to justify that sort of behavior and why would you expect me to believe they will ever consider my interests?

There are critical leadership & management behaviors to build and grow trust in today’s environment:

Act with integrity – Consistently conduct yourself in an honest and trustworthy manner; treat people with respect and dignity; keep your word; remain approachable; set an example for others to follow; protect the interest of all employees; do the right thing for the organization.

Be teamwork oriented – Demonstrate co-operation and trust with colleagues across organizational boundaries; establish strong working relationships to deliver positive results; help to create and maintain a strong feeling of belonging in the team; share expertise, successes, and relevant information with others; identify barriers to teamwork and work with others to overcome them.

Listen- Attend to and convey understanding of the comments and questions of others; remain genuinely interested in what others have to say; suspend your own assumptions and consider various beliefs; have patience to wait for people to finish.

Provide ongoing feedback – Objectively observe, analyze, and share perceptions of other people’s performance to reinforce or redirect behavior to improve performance and business results; provide feedback that is timely, specific, behavioral, balanced, and constructive; realign people/teams quickly; set clear and high expectations and act as if employees are capable of living up to them.

Strive for results – Hold yourself accountable for results and focus on instilling that same attitude and level of action in others; act to realize ever-increasing levels of excellence; seize opportunities as they arise; take ownership for resolving difficult situations; refrain from thinking it can’t be done and focus on how to make it happen.

Focus & prioritize – Determine priorities and give full attention to what is most important; set trivial tasks aside; know what to accomplish on your own and when to involve and delegate to others.

Be self aware – Set high personal standards; know your own strengths and development needs; ask for ongoing feedback and coaching; be willing to admit to and learn from mistakes.

Motivate others positively – Create a climate where people want to do their best; let employees know how important they are to the business; empower others by sharing ownership and visibility; recognize and constantly communicate effectively with others on what it will take to get to the next stage.

Communicate effectively – Communicate constantly and cascade key messages throughout the organization. Communicating includes telling employees where they stand, how the business is doing and what future plans are. Other key messages should include what is staying the same (what can provide a sense of comfort) and why you will still win despite everything else going on in the world. The more transparent you can become, the better. With the increase in social media, transparency in business is expected. Secrecy breeds suspicion. Whenever information is kept close, both the intent and the actual content become open to misinterpretation. Provide as much information as you can comfortably divulge as soon as possible in any situation.

It won’t be easy to recover and rebuild trust in many organizations. Great leaders and managers can do it, but employee skepticism is justifiably at all time high. Are you doing the right things?

Masala Films & Bollywood’s Existential Crisis

There was a time when Hindi speaking audience used to mock masala movies of Rajnikanth (by the way, they still do). I’m talking about the period post 2000s where Aamir Khan single-handedly changed the face of Bollywood with milestone movies such as ‘Lagaan’, ‘Dil Chahta Hai’ & ‘Rang De Basanti’. Despite making formulaic romance movies (DDLJ, Kuch Kuch Hota Hai & so on) & silly action movies (remember the Khiladi series & those Ajay Devgn action flicks?) up to that point, Bollywood always used to play the superiority card. They made fun of the over-the-top action sequences and dialogue baazi in Rajnikanth movies. For them, south Indians were totally substandard species. 4 different states and four different languages – yet, South Indians were just Iddli-eating ‘Madrasis’ for Hindi speaking viewers.

I’m sure those who mocked South Indian movies have a hard time watching Bollywood movies these days. Not even Rajnikanth movies have such outrageous action sequences that we see in Bollywood today! How fast tables turn! Take a look at the most successful movies (or in other words, the list of 100 crore, 200 crore & 300 crore movies) in the last 10 years. You will see that most of them are masala flicks with gravity defying stunt scenes and over acting (except for couple of honourable mentions like PK, 3 Idiots etc.). Without thinking twice, this trend of mindless masala flicks have reduced the quality of Bollywood movies (I’m being generous here!).

When did this unhealthy obsession with masala movies begin? Blame it on Aamir Khan! It all started with Aamir Khan’s Ghajini in 2008! The same Aamir Khan who opened many new possibilities with new age movies started the masala movie trend as well as the unhealthy 100, 200 and 300 crore clubs! Aamir Khan proved that the south remakes can be a lucrative business. So who cares if the stunt scenes were little beneath your taste? Luckily for Aamir Khan, he quickly moved on with other genres once he was done experimenting with masala genre. Unluckily for us, Salman Khan took note of the vast untapped potential of the masala movies. That quickly led to spate of hugely successful masala movies from Salman Khan including ‘Wanted’, ‘Dabangg’, ‘Dabangg 2’, ‘Ready’, ‘Ek Tha Tiger’ etc. These movies created new records in the domestic market (it was a different story in the overseas markets, where they preferred mushy Shahrukh Khan romance & sensible Aamir Khan flicks). When viewers and trade pundits discussed about the 100 crore and 200 crore clubs day and night, every big star felt the pressure to explore the masala genre despite being unconvinced about it. Akshay Kumar and Ajay Devgn, who were part of borderline B-grade movies in the 90s (even in 2000s), got inspired quickly to explore the masala movies. Akshay Kumar gave us movies such as ‘Rowdy Rathore’, ‘Khiladi 786’ etc. in this period, where most of them turning out to be huge money spinners. Ajay Devgn also tasted success in the masala genre with movies such as ‘Son Of Sardaar’, ‘Singham’, ‘Singham Returns’ etc.

Shahrukh Khan, who was known for his romantic flicks, didn’t show much enthusiasm in the beginning. However, he finally succumbed to 200 crore pressure by doing Rohit Shetty’s ‘Chennai Express’. At least in Shahrukh Khan’s case, he insisted on a fresh script than a South remake. His gamble paid off and Chennai Express became his ticket to the elusive 200 crore club. Later he appeared in Farah Khan’s masala flick Happy New Year as well, which turned out to be yet another money spinner.

Even young stars are smitten by the masala genre. After a slew of flops, Shahid Kapoor had a hit in Prabhu Deva’s masala film R.. Rajkumar. Many critics felt that the movie was so crass that it trivialized rape. Arjun Kapoor – Sonakshi Sinha starrer Tevar, which got released last week, is yet another masala film from the young brigade.

Though masala movies lack quality, one cannot overlook the fact that such movies provide entertainment to a marginalized section of the viewers. India is still a developing country and only a small percentage live in the cities, which appreciate sensible, middle-of-the-road movies. The growing gap between the rich and poor in the country plays a major role in such polarising genres in Bollywood. Most viewers in the interiors find over-the-top action scenes, cheap dialogues and scintillating item-numbers entertaining. Bollywood came to realize that this section of viewers contribute heavily to the overall box office revenue in India (which is thrice as big as overseas revenue). So no wonder why Bollywood, where business takes precedence, is eager to please the masala loving audience – it’s all about money, honey!

But it’s convenient for Bollywood film makers to underestimate the intelligence of the viewers. The success of ‘P.K.’ or ‘3 Idiots’ is an example. This movie did well with all the sections of the viewers. A well-made movie attracts all sections of the viewers no matter what. They don’t need cheap thrills in the name of entertainment. Bollywood doesn’t want to acknowledge this fact and they care only about making money. Above all, they are lazy to walk that extra mile!

However, things are not as rosy as you would expect. Of late, few of the films in the masala genre got a dose of reality. Few of those movies failed to make it big at the box office. Akshay Kumar, Ajay Devgn & even Salman Khan tasted failure in the recent times. Akshay Kumar’s ‘Boss’, ‘Entertainment’, ‘Joker’ etc. bombed at the box office; so did Ajay Devgn’s ‘Action Jackson’ & ‘Himmatwala’. Though Salman Khan’s 2014 release ‘Jai Ho’ crossed the 100 crore mark, the movie failed to live up to expectations, thereby giving a reality check to Salman Khan.

Right now, Bollywood is in a dilemma – whether to proceed with their masala films or not, considering the growing scepticism. But one thing is clear – Bollywood has realized that the usual tricks up the sleeve are not enough to survive!

Mergers & Acquisitions Can Result from Strategic Alliances

Alliances frequently result in mergers and/or acquisitions. Partnering relationships, such as joint ventures or strategic alliances, can sometimes lead to a merger or acquisition situation. After companies work together for a period of time and get to know one another’s strengths, weaknesses, and synergistic possibilities, new relationship opportunities become apparent. One could argue that a joint venture or strategic alliance is simply the getting to know each other part of a courtship between companies and that the real marriage does not occur until the relationship has been consummated by a merger or acquisition.

To make the point, Dan McQueen, president, at Fluid Components International (FCI) built a Partnering relationship with Vortab, a small technology company. Vortab produced static mixers, a technology suitable for flow conditioning that complemented FCI’s product offering. While Vortab also had three other distribution partners in addition to FCI, FCI’s volume with Vortab continued to grow to the point that Vortab’s technology became an important part of FCI’s total sales volume. After about three years into the relationship, FCI acquired Vortab.

Because of the close relationship between Vortab and FCI, when the Vortab was put up for sale McQueen knew its true value. Resulting from his knowledge, FCI was able to purchase Vortab at a much more realistic price than Vortab’s asking price. The Vortab technology integrated well with FCI’s core competency technology and today FCI also distributes Vortab through some of its non-direct competitors.

The following list demonstrates some of the specific values created or developed from the various organizational blending methods:

· Operational resource sharing

· Functional skill transfer

· Management skill transfer

· Leverage (economies of scale)

· Capability increases

Mergers

Mergers occur when two or more organizations come together to blend or link their strengths. Also in the deal is a blending of their weaknesses. The hopeful result is a new more powerful organization that can better produce goods and services, access markets, and deliver the highest quality customer service. Mergers offer promise for synergistic possibilities. This is achieved by the blending of cultures and retaining the core strengths of each. In this scenario, a new and different organization generally emerges. The goal is a sharing of power, but usually the strongest rise to the top leadership.

Exxon – Mobil

The Federal Trade Commission gave Exxon and Mobil the green light On November 30, 1999 for their $80 billion merger. The next day the transaction was completed. The merged organization officially became Exxon Mobil Corp. The merger actually brings “the companies back to their roots when they were part of John Rockefeller’s Standard Oil empire. That company was the largest oil firm in the world before it was busted up by the government in 1911.”

At the 1998 announcement of their intention to merge, Mobil chairman, Lucio Noto made a comment about the need to merge. He said, “Today’s announcement combination does not mean rhat we could not survive on our own. This is not a combination based on desperation, it’s one based on opportunity. But we need to face some facts. The world has changed. The easy things are behind us. The easy oil, the easy cost savings, they’re done. Both organizations have pursued internal efficiencies to the extent that they could.”

While part of the deal was the selling of a Northern California refinery and almost 2,500 gas station locations, the divestiture represents only a fraction of their combined $138 billion in assets. Lee Raymond, Exxon chairman, now chairman and chief executive of the merged company said, “The merger will allow Exxon Mobil to compete more effectively with recently combined multinational oil companies and the large state-owned oil companies that are rapidly expanding outside their home areas.”

Exxon Mobil is now like a small oil-rich nation. They have almost 21 billion barrels of oil and gas reserves on hand, enough to satisfy the world’s entire energy needs for more than a year. Yet, there is still the opportunity to cut costs. The companies expect their merger’s economies of scale to cut about $2.8 billion in costs in the near term. They also plan to cut about 9,000 jobs out of the 123,000 worldwide.

AOL – Time Warner

On January 10, 2000, Steve Case, chairman and chief executive of America Online (AOL), sent an e-letter to his 20 million members. He said, “Less than two weeks ago, people all over the world came together in a global celebration of the new century, and the new millennium. As I said in my first Community Update of the 21st Century, all of us at AOL are extremely excited by the challenges and prospects of this new era, a time we think of as the Internet Century.

I believe we have only just begun to see clearly how the interactive medium will transform our economy, our society, and our lives. And we are determined to lead the way at AOL, as we have for 15 years–by bringing more people into the world of interactive services, and making the online experience an even more valuable part of our members’ lives.

That is why I am so pleased to tell you about an exciting major development at AOL. Today, America Online and Time Warner agreed to join forces, creating the world’s first media and communications company for the Internet Century. The new company, to be created by the end of this year, will be called AOL Time Warner, and we believe that it will quite literally change the landscape of media and communications in the new millennium.”

The next day newspaper headlines read, “America Online, Time Warner Propose $163-Billion Merger.” The Los Angeles Times said, “In an audacious deal bringing together traditional entertainment and the new world of the Internet, America Online and Time Warner Inc. on Monday announced they will merge in the largest business transaction in history.”

The story later revealed the value comparisons of the companies. While AOL earns less than Time Warner, the stock market thinks AOL’s shares are worth more. “America Online is valued by the stock market at nearly twice Time Warner–$173 billion, compared with $101 billion as of Friday’s [1/7/00] market close–even though it has one-third Time Warner’s annual revenues.” The article also stated “AOL earned $762 million on $4.8 billion in sales in the year ended Sept. 30 [1999].”

AOL chairman, Case wants to move fast. The Times article stated, “Case said the two chairman began discussing a combination this fall [1999], he has tried to impress upon Levin [Gerald Levin, chairman at Time Warner] the need to operate the new company at Internet speeds.” (We all know the rest of the story…nothing is forever.)

The prophets of gloom are always ready to point out the down side to deals. In UPSIDE magazine, Loren Fox reported some of the challenges to the marriage. They are:

· “The holy grail of strategic synergy has been elusive in the media world.”

· “In the offline world, it’s notable that Time and Warner Brothers have continued to run fairly independently despite a decade as Time Warner.”

· “‘From any standpoint, this has not been a success to date,’ says Yahoo President and COO Jeff Mallett.”

· “When you buy the company, you get things you don’t need.”

· “Warner might make these deals easier, but it might also bring new risks–even for AOL, a veteran of 25 acquisitions over the last six years. Employees might flee to pure dot-com companies, ego clashes could stymie plans or financial gains may never cover the large premium paid for Time Warner.”

· “You don’t need to own everything to do what AOL and Time Warner are doing.”

Warner-Lambert

Merger mania can make strange bedfellows, let alone promises unfulfilled. Alliances can lead to mergers. Warner-Lambert is an example of all the above. This is corporate soap opera at its best.

· June 16, 1999, Warner-Lambert Company announced that it has signed a letter of intent with Pfizer Inc. to continue and expand its highly successful co-promotion of the cholesterol-lowering agent Lipitor (atorvastatin calcium). The companies, which began co-promoting Lipitor in 1997, will continue their collaboration for a total of ten years. Further, with a goal of expanding their product collaborations, the companies plan to explore potential Lipitor line extensions and product combinations and other areas of mutual interest.

· November 4, 1999, newspapers across America report on “one of the biggest mergers of any kind, ever.” The Wall Street Journal said, “Now, American Home is set to merge with Warner-Lambert Co. in a stock deal that is valued at about $72 billion. It stands as the biggest deal in drug-industry history and one of on the biggest mergers of any kind, ever.” Also reported, “Warner-Lambert held talks with Pfizer Inc. at the same time it was negotiating with American Home.”

· November 4, 1999, The New York Times runs a story titled, “Can a Strong-Willed Chief Share Power in a Merger?” The article lead with, “The planned merger between American Home Products and Warner-Lambert once again raises the question of whether John R. Stafford, American Home’s famously strong-willed chairman and chief executive, is capable of sharing and, perhaps more important, letting go of power.”

· January 13, 2000, Warner-Lambert Company indicated that, as a result of changing events, it is exploring strategic alternatives, including meeting with Pfizer, following Pfizer’s recent approach. In that regard, Warner-Lambert said that its Board of Directors has authorized management to enter into discussions with Pfizer to explore a potential business combination. The Company stated that, in light of changing circumstances, its Board had concluded that there is a reasonable likelihood that Pfizer’s previously announced conditional proposal could lead to a transaction, reasonably capable of being completed, that is better financially for Warner-Lambert shareholders than the proposed merger with American Home Products.

Lodewijk J.R. de Vink, chairman, president and chief executive officer of Warner-Lambert, stated, “It has always been the Board’s objective to secure the best possible transaction for Warner-Lambert shareholders and we will now pursue discussions with Pfizer to determine if a combination with them to achieve that goal is possible.” The Company emphasized that there can be no assurance that any agreement on a transaction with Pfizer, or that any other transaction, will eventuate.

· January 24, 2000, in response to inquiries, Warner-Lambert Company said that it would continue to explore strategic alternatives, including discussions with Pfizer. The Company’s unwavering goal is to provide the greatest value to Warner-Lambert shareholders. Warner-Lambert officials emphasized that there can be no assurance that any transaction will be completed and offered no further comment.

Was American Home Products the bride left at the altar? The Wall Street Journal didn’t think so, in fact they called American Home the Runaway Bride in their November article. Additionally they listed several companies that American Home has them selves left at the altar.

· Early November 1997, American Home Products and SmithKline Beecham begin merger talks.

· January 30, 1999, Talks break off.

· June 1, 1998, American Home and Monsanto announce agreement to merge.

· October 13, 1998, American Home and Monsanto cancel plans to merge.

· November 3, 1999, American Home and Warner-Lambert Co. in talks to merge.

Acquisitions

An acquisition is basically the function of one company consuming and digesting another. The result is that the acquiring company shores up core weaknesses or adds a new capability without giving up control, as might occur in a merger. Added capabilities, rather than synergy is usually the reasoning behind acquisitions. In this situation, the acquiring company’s culture prevails. Frequently one company will acquire another for their intellectual property, their employees or to increase market share. There are numerous strategies and reasons why one company acquires another, as you will soon discover.

Guardian Protection Services has been acquiring alarm companies within its northeast region of operation to supplement its internal growth. Russ Cersosimo, president says, “This is just another way for us to satisfy our appetite for growth. Our desire is to expand our opportunities in the other offices. That is another reason why it is attractive for us to look to acquire companies, to get their commercial base and commercial sales force that is in place in those offices. We wanted to make sure that we can digest the new accounts without putting strain on our paper flow and the systems we have in place.”

Who does R&D acquisitions well? Electronics Business recently answered, “Cisco Systems Inc., San Jose, the networking equipment company, which boasts many success stories among its 40 acquisitions of the past six years.” None of their acquisitions were in mature markets, rather all were leading edge, allowing Cisco to broaden its product offering. Cisco hedges its acquisition bets through volume. Ammar Hanafi, director of the business development group at Cisco says it counts on two out of three acquisitions succeeding and the remaining third doing just okay. Acquiring people, intellectual properties and specialized skills is important to companies like Cisco. They think that even if the acquired technology does not pan out, they have the engineers. Generally, any fast growing company like Cisco cannot hire people fast enough and the acquired personnel are a boon to the company’s progress. Retention of acquired employees is at the heart of their acquisition strategy. “If we’re going to lose the people who are important to the success of the target company, we’re probably not going to have an interest,” says Cisco controller Dennis Powell.

“Cisco doesn’t do big acquisitions, the cultural issues are too huge,” Hanafi says. Cisco buys early stage companies with little or no revenues. While they often have paid extremely high prices for the acquisition, they seem to do better than most with their selection. Between 1993 and 1996, Cisco bought cutting edge LAN switching technologies for a total of $666 million in stock. More than half was spent on Grand Junction Networks Inc., which developed fast Ethernet switchers. At the time of purchase, it is estimated that Grand Junction’s annual revenues were $30 million. “Today, the four LAN switching acquisitions account for $5 billion of Cisco’s $12 billion in annual revenues.” “We acquire companies because we believe they will be successful. If we didn’t believe in their success, we would not acquire them,” says Powell.

Little known West Coast Texas Pacific Group (TPG) has been acquiring at a feverish pace. Their semiconductor and telecom buying spree includes, GT Com in 1995, AT&T Paradyne (from Lucent Technologies Inc.) in 1996, Zilog Inc. in 1997, Landis & Gyr Communications SA in 1998, ON Semiconductor (from Motorola Inc.), Zhone Technologies Inc., MVX.COM and Advanced TelCom Group Inc. in 1999.

TPG banks heavily on intellectual capital. Many believe that by being part of TPG, their single biggest advantage is access to broad pool of talented and well-connected people. CEOs can take advantage of TPG’s contacts in other industries around the world. “TPG has this ability to build a virtual advisory board…that they don’t even have to pay for,” says Armando Geday, president and CEO of GlobeSpan Inc.

Lucent Technologies, Inc. has also been rampaging through the same market as Cisco. Lucent’s 1999 (January to August) acquisitions as listed in CFO magazine include:

· Kenan Systems for $1 billion

· Ascend Communications for $24 billion

· Sybarus for $37 million

· Enable Semiconductor for $50 million

· Mosaix for $145 million

· Zetax Tecnologia, $ N/A

· Batik Equipamentos, $ N/A

· Nexabit Networks for $900 million

· CCOM, Edisin, $ N/A

· SpecTran for $99 million

· International Network Services for $3.7 billion.

An advantage that Lucent has over its competitors is access to its 25,000-employee Bell Labs idea factory. As such, they are more likely to purchase technology rather than R&D. Still, Lucent continually reviews the comparative advantages of technology and R&D in relationship to its own projects in reviewing acquisition possibilities. Lucent executive vice president and CFO Donald Peterson says, “In every space in which we have acquired, we have had simultaneous research projects inside. It makes us knowledgeable, and lets us have a build-versus-buy option.”

Lucent wants their units as a hole to do well and if acquisition helps that cause, they acquire. Peterson also says, “We view acquisition as a tool among many that our business units can use to advance their business plans. We evaluate acquisitions one by one, in the context of the business strategy of the unit.”

Tyco International Ltd. is a diversified global manufacturer and supplier of industrial products and systems with leadership positions in each of its four business segments: Disposable and Specialty Products, Fire and Security Services, Flow Control, and Electrical and Electronic Components. Through its corporate strategies of high-value production, decentralized operations, growth through synergistic and strategic acquisitions, and expansion through product/market globalization, Tyco has evolved. From Tyco’s beginnings in 1960 as a privately held research laboratory, it has transformed into today’s multinational industrial corporation that is listed on the New York Stock Exchange. The Company operates in more than 80 countries around the world and had fiscal 1999 revenues in excess of $22 billion.

In the mid-1980s, Tyco returned its focus to sharply accelerating growth. During this period, it reorganized its subsidiaries into the current business segments listed above. The Company’s name was changed from Tyco Laboratories, Inc. to Tyco International Ltd. in 1993, to reflect Tyco’s global operations more accurately. Furthermore, it became, and remains, Tyco’s policy to focus on adding high-quality, cost-competitive, low-tech industrial/commercial products to its product lines that can be marketed globally.

In addition, the Company adopted synergistic and strategic acquisition guidelines that established three base-line standards for potential acquisitions, including:

1. A company to be acquired must be in a business related to one of Tyco’s four business segments.

2. A company to be acquired must be able to expand the product line and/or improve product distribution in at least one of Tyco’s business segments.

3. A company to be acquired that will introduce a new product or product line must be using a manufacturing and/or processing technology already familiar to one of Tyco’s business segments.

Tyco also developed a highly disciplined approach to acquisitions based on three key criteria that the Company continues to use today to gauge potential acquisitions:

1. Post-acquisition results will have an immediate positive impact on earnings;

2. Opportunities to enhance operating profits must be substantial;

3. All acquisitions must be non-dilutive to shareholders.

FASB Accounting Rule Change

The rules of the game are changing. Some of the accounting benefits of acquisition will soon disappear. Spending some extra time with your accounting and legal departments could prove beneficial in the long-term.

George Donnelly, in his article in CFO magazine writes, “The current state of accounting rules is clearly a factor in the frenetic acquisition activity at Cisco Systems and Lucent Technologies Inc. Like many high-tech companies, the two giants can acquire with little drag on their finances, because pooling-of-interest accounting enables them to avoid onerous goodwill charges that otherwise would ravage earnings.

But because of the death sentence the Financial Accounting Standards Board has levied on pooling, companies must use straight-purchase accounting after January 1, 2001. Then buyers will have to amortize goodwill for no more than 20 years.”

Consolidations and Rollups

Bill Wade in Industrial Distribution said: “The basic premise couldn’t be any simpler. Take a highly fragmented industry–like distribution–facing technological change, customer upheaval or chronic financing difficulties. Add in a few well-healed foreign firms or, worse, a couple of previously unknown competitors from outside the business. Since the industry leaders are probably family-run businesses with limited succession strategies, the next step to protect profit and continue growth is clear: consolidate.”

A consolidation or rollup, as it’s frequently called, generally occurs when an organization or individual with deep pockets sets out to buy several small companies in a fragmented industry and rein them in under a new or collective pennant. In 1997 the National Association of Wholesale-Distributors reported that 42 of the 54 industries they studied had been significantly affected by consolidation. Frequently a professional management and buying strength create economies of scale that allows the consolidator to pluck the low hanging fruit in the industry. They will invest significantly in systems to eliminate the duplication of effort and inefficiencies that exist within the industry being consolidated.

While some call it smoke and mirrors, many consolidators are yielding outstanding results. In 1997, at 39 years old, financial whiz Jonathan Ledecky pulled off a bold deal. As reported in CFO magazine, He went to the public equity markets and raised half a billion dollars for his company, Consolidation Capital Corp., in a brazen initial public offering. Without revenues, assets, operating history or identity (name or industry), he raised the capital in a blind pool on the strength of his reputation alone.

U.S. Office Products (USOP) is the result of 220 acquisitions. Sharp Pencil was one of six privately owned office-supply companies that Ledecky put together. But he didn’t stop, after two years, and 220 acquisitions later, USOP was a member of the Fortune 500, with $3.8 in revenues. “It was crazy,” says Donald Platt, senior vice president and CFO at USOP. Platt did rely highly on outside resources, including a team of lawyers and accountants to get the job done (the 220 acquisitions). “We restricted then to well-managed, profitable companies. At worst, we would still be making money,” says Platt.

H. Wayne Huizenga is the owner of the Florida Marlins baseball team. He is also the king of consolidators. He pioneered his technique by rolling-up trash-truck businesses to create Waste Management Inc., the nation’s largest waste company. He went on to create the largest video chain, Blockbuster Video. With AutoNation, Huizenga, now struggling, is attacking the retail automobile industry. In mid-December 1999 AutoNation had 409 retail franchises but announced the closing of 23 of their used-car superstores.

Michael Riley learned about consolidations while serving as personal attorney for Huizenga. In July 1999, Riley’s company, Atlas Recreational Holdings Inc., paid $14 million to purchase controlling interest in the only publicly traded RV dealership chain in the United States, Holiday RV Superstores Inc., in Orlando, Florida. Riley’s avowed intention is to grow the company from $74 in annual sales in 1998 to $1 billion by 2003 by acquiring other dealerships.

Riley says, “Consolidations really will help. We can bring advantages to sales and service. We can make a difference in warranty. There is a real value added when you put these companies together.”

Same Industry, Different Strategies

In mid-1997, roll-ups, United Rentals and NationsRent were formed. They are in a race, but are using different strategies to achieve their results. After two years of ravenously gobbling up companies, United had 482 locations while NationsRent had accumulated only 138 stores. NationsRent has been developing a nationwide identity with stores that look-alike and have the same signage and layout. United Rentals presence is virtually unknown since the stores retain their previous appearance.

Motivations for Consolidators

There are several good reasons why consolidators attack a particular industry. The following list provides some of the rational that assist them in their decision making process. As you look to profit from the trend, keep these elements in mind as you make your selection on whom to acquire.

· Confidence by the players that they can capture significant and highly profitable additional market share by implementing the cutting edge management, procurement, distribution and service practices that will give them a competitive edge over smaller players.

· Gain national customers through increased capabilities in delivering the highest levels of standardized service and national geographical coverage.

· Larger customers of independent distribution channels are seeking broader geographic coverage and networks of locations that allow for greater service capabilities, and the smaller customers want a high level of customer service and response.

· Customers’ desire for more product sophistication.

· Insurance and financing synergies.

Fragmented Industries Are Ripe for Consolidations and Rollups

Some industries that are ready for consolidations or rollup examples include heavy-duty truck repair, office products, recreational vehicle dealerships, rental stores (equipment, tools and party) and distribution. Consolidation does not just happen. It is triggered by shifts in supplier and customer expectations. Consolidation in a supplier base or customer pool often alters the economic rational for the structure of an industry. Functional shifts are accompanied by serious margin shifts among channel participants.

Take notice of the speed in which an industry can experience consolidation. If you are a consolidator, pick the low hanging fruit before another beats you to it. If you are fighting consolidation, take notice of the state of your industry and make adjustments (like strategic alliances) to your business plan if your industry is highly fragmented.

· TruckPro, the $150 million sales creation of Haywood and Stephens Investments, was sold in May 1998 to AutoZone, the $3 billion distribution king of do-it-yourself auto parts.

· In June 1998, nine heavy-duty distribution companies with volumes of $6 to $37 million, simultaneously merged and raised $46 million from the public for their brand new $200 million company, TransCom USA.

· Brentwood Associates, a venture capital company, during Spring and Summer1998, created HAD Parts System, Inc. a $145 million operation, by acquiring three companies in the Southeast.

· In July 1998, Aurora Capital’s QDSP acquired majority interest in nine heavy-duty companies from FleetPride, a $200 million parts and service operation.

Stated in Truck Parts & Service, “Here the independent suffers a staggering disadvantage to roll-ups. Consolidators have access to large amounts of capital. The independent businessperson, however, must primarily finance his growth by earnings retains from current operations. New high efficiency service bays, significant and growing training expenses, data processing and communications technology all clamor for increased working capital. The large players’ acquisition cost advantage eventually will win him all the mega-fleet business and the vast majority of business from mid-sized fleets.

Supplementing his parts acquisition cost advantage, the consolidator will be able to lower many overhead costs through centralized management and volume discounts…Combined savings in parts acquisition cost and overhead reduction should easily exceed 4% of sales.”

Some of the indicators that an industry (any industry) is poised for consolidation are listed below. If you notice your industry has similar issues, it is just a matter of time. Plan now for what is coming. Where do you want to be when the train arrives?

· A high degree of fragmentation with numerous smaller companies and few, if any, dominating players.

· A large industry that is stable and growing.

· Multiple benefits for economies of scale.

· Synergies that can be achieved by consolidating companies.

· Infrequent use of advanced management information systems.

· Limited access to public capital markets and somewhat inefficient capital structures among companies.

· Lack of opportunities, historically, for owners to liquidate their businesses if they wish to leave the industry.

Reasons for Business Owners Selling to Consolidators

The reasons for a business owner to sell his or her business are as varied as there are people. Usually it is not one reason but several combined reasons that influence a seller’s decision. The following list provides you with the general areas that might drive a selling decision:

· First generation owner, without heirs, nearing retirement.

· Lack of capital to make necessary technological and capital improvements to compete, within an industry, and with new competitors.

· Flat growth rate in industry.

· Better profitability as part of a larger organization.

· Centralized buying.

Newsletter Titles & Advertising Headlines Selling Words & Phrases to Sell Almost Everyone Anything

Advertising headlines and newsletter titles use headlines screaming key selling phrases and incentive words to spur attention and highlight attention. The stimulating headlines and selling titles induce a driving force to read on. The ultimate goal of the advertising is to sell almost everyone worth selling anything you have of benefit to buy.

The real king of prospecting methods is where the buyer sees your ad and calls you. This key mode is called hot sales prospecting. You are the one called by the prospect. This is exact opposite of cold calling. With cold calls, you make calls that try to interest or pressure the recipient of your call to talk further with you. Hot sales prospecting is dependent on using selling word and incentive phrases to knock the pupils out of prospects eyes. The headlines and titles, along with sub-titles are crucial to display encouragement to reinforce the product or sell the service you are offering.

The mode of advertising could be in business publications, newsletters, newspaper, emails, promotional news, direct mail, or ads placed with social media groups. If you can portray honesty, integrity, trust, and develop an impulse to purchase then you become a true direct sales person. You have to walk the walk and talk the right talk, or clients will not easily be convinced.

Key selling phrases and incentive words are available in the lists below. It is up to your talents to insert them into your enticing advertising headlines and stimulating newsletter titles so prospective clients virtually grab the phone to call you.

The first sell list of headline and motivating phrases include: faster than lightening, feel like superman, fascinating, fast turnaround, follow your dreams, for experts only, feeling goose bumps, financial abundance, fire your boss, first brace yourself, final piece of the puzzle, fair and balanced, few and far between, feel independent, financial IQ, fills the gaps, forecast the future, formula for success, fortune to be made, first time offered, fly out of the nest, and focus on the prize.

Additional stimulating headline phrases and killer key selling words include: free solutions, four star, free newsletter, fraction of the price, giant sized, freedom to earn more, getting smoked?, fresh start, full featured, futuristic, genuine, frees up cash, fulfill your cravings, gutsy, flexible choices, foot stomping, grunt work, full of vim and vigor, fully classified secrets, goldmine, and funded with security.

When you use hot sales prospecting, target your advertising at people matched for your product. In many lines of sales when your selling headlines results in prospect calls it really pays off big. Commonly sales run a minimum of 70%. You can play small time and cold call all day long hoping for a hit. Big hitters still strike out, but they aim for home run selling. Become inspired to spend less time prospecting and more time following up on prospect phone calls and new referrals.

Take Your Customer Service Dept From ‘Cost Saving & Cost Reduction’ To High Profit & Business Growth

The more communication I have with people involved in telephone service and sales, such as Contact/Call Centers and Customer Service Departments, the more amazed I become at the reluctance to create more sales and profit opportunities through better interaction with current customers, reactivation of lost accounts and new business acquisition.

Companies are forever seeking ways to cut costs and reduce staff – particularly so in Call/Contact Centers (turning so many into ‘Call ‘n’ Wait’ disaster zones) – they often fail to see what rewards they can achieve by using the following formula:

1 humble telephone + 1 skilled operator + 1 established sales system = HUGE PROFITS!

Here are twelve ideas that can dramatically improve your bottom line RESULTS build greater customer RELATIONSHIPS and earn you (a company of any size and industry) more REVENUE.

1. Build the loyalty of your current customers

A ‘no brainer’ right? Why is that so many customers cannot get through to you, when it suits them?

Why are you constantly offering free incentives and reduced prices to gain new business?

CRM is meant to be the new service elixir. Well it is worth nothing if you don’t listen to your customers.

Here’s an example – in the last six months or so, a metropolitan daily newspaper has offered ten-week subscriptions for $39.90 (I pay more and have subscribed for 20 years), contests (win wine if you subscribe, see a rock group in concert!) and give-aways to induce new subscribers. Me, I get some sort of special club membership with the odd discount or special offer. But hey, so do the new subscribers! Who’s ahead?

2. Gain referrals from current customers

The cost of losing customers is almost incalculable. Add to that the people they tell about their bad experiences and the people they never refer to you.

Instead, offer your current customers a total strategy of satisfaction and benefits. Then, encourage them to tell others.

Don’t reward these referred customers (but do give them total satisfaction and benefits). Do reward your current customer for their referral. Develop a system that will encourage customers to tell friends, family, their customers and associates about you and then say ‘thank you’ or offer them something of value for their efforts.

3. Add VALUE to every sale

Here is a really simple equation: If you give value – you get more sales.

That’s it. If your people are trained to offer advice and information, educate customers, offer them creativity and innovation then your customers will buy more products and services, more often.

Even if your prices are slightly higher. This was the IBM way, back in the 60’s and 70’s with some great lessons to be learned. IBM charged the steepest prices in the industry but their service and support was legendary. The phrase ‘no one ever got fired for buying IBM’ originated way back then.

4. Turn an enquiry into a prospect

Then, turn that prospect into a customer. Then turn that customer into an advocate, one of your company’s ‘raving fans’.

All you need are trained people, a system and a monitoring and measuring plan. Simple? Yes it is, and like all things mentioned in this article, I will bet that some of your people excel at this and a number of them perform basic courtesies with callers – and that’s it.

5. Create an upsell program

One becomes two. Two becomes four. Four becomes … greater than the GDP of Argentina.

It is so simple, easy and effective and so few organisations employ this strategy. Many of your people don’t do this because they think the additional cost will put the customer off. It doesn’t. Not if the customer actually sees the benefit of greater quantity or improved quality.

6. Cross-sell at every opportunity

What can your people add on the original purchase? Extended warranty, on-site service, insurance, a savings if they purchase an additional item(s), a special offer or other options?

If everyone in your organisation upsold and cross-sold at every given opportunity, your sales would soar. I have witnessed increases of between 15-45% in companies where a simple upsell/cross-sell strategy was installed.

7. Negotiate on price

Don’t just offer a discount or ‘best price to you’. Let me reiterate, if you give value – you get more sales. Negotiate price. Train your people that by dropping price, they are giving away margin. So, if you offer a discount negotiate an upsell and/or cross sell. Package or bundle your offer to make it attractive and a genuine customer benefit.

8. Follow up

Every time your people give a quote, send a proposal or brochure out via fax, mail or e.mail, they should record a follow up timeframe.

Between one hour and three days. Everyone who requests information should be followed up by telephone. This leads to a higher close or conversion rate (I have witnessed 20-50%) or, if they have purchased elsewhere – your follow up call may be the commencement of a relationship … or not. But you won’t know if you don’t follow up.

This rule should also be applied to complaint management. Most companies have no follow through with people who have complained.

9. Adopt a ‘keep in touch’ program

What can you do for your customers that will allow you to contact them on a planned, regular basis?

Special offers, new product or service introductions or …? The best forms of ‘keep in touch’ are e.mail combined with a regular phone call.

But be warned – you should have a purpose for every call you make or email you send. Don’t just bombard your customers (and prospects) with garbage.

10. Develop a systematic approach to lost customer reactivation

The longer you fail to make or maintain contact, the likelier you are to lose customers forever.

If you check the most recent contact vs previous contact frequency, you can detect a lost or about to be lost customer. Do something to regain their business.

This is the most costly part of your operation – the lost customer, the lost referral.

Do you have a lost customer reactivation plan?

11. Gain new customers

Why are there so few high quality telemarketing divisions in companies? Certainly, the ‘T’ word is considered dirty and grubby in some quarters and indeed it can be. However, where you have trained professionals, comprehensively developed objectives and strategies why wouldn’t a well run telemarketing campaigns gain new business and new relationships for your organisation?

Quality telemarketing will generate leads, open up new business channels/market segments, build business with small, marginal and distance customers, give you real value (as a follow up) from exhibitions and seminars.

This is one of the most under utilised resources for business acquisition (and reactivation).

12. Develop and work your system

Success will come in all of the previously mentioned guidelines, tips and hints if you adopt a systematic approach. That is:

a) A sales and service oriented contact management system, based on a quality CRM package.

b) Well trained people who consistently add value to and gain value from every call they take or make.

c) Monitoring, Measuring and Reviewing each of the above and seeking continuous improvement both in contact management and people skills.

It is simple and what’s more, it works. Use the power of the humble telephone (and quality people) wisely, and you will gain great RESULTS: Relationships and Revenue.

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