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By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

2/17

Q 1: Do employees make a difference?

Q 2: Is there inherent value in everyemployee??

Q 3: How are employees empowered?There are as many answers to Q3 as there are businesses represented in this room !

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

3/17

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

High Attrition & low attraction

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30% Annual Sales growth sound good?

Gradual change for the worst goes noticed?

Are your staff satisfied?

What level of change should our organization aspire for?

What companies should we bench mark against?

How will we go about making the change?

How much risk can we tolerate in our evolutionary

efforts?

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

Need for Organizational Transformation

8/12/2019 Employee's First customer second presentation by zarir soli irani

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Identify the need for CHANGE!!

One of the most difficult and slow processes in anorganization.

This is a direct quotient of trust between Employeesand Management!!

How many times have you implemented things and

not seeing compliance?

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

MANAGE THE PACE OF CHANGE!

8/12/2019 Employee's First customer second presentation by zarir soli irani

6/17

MIRROR MIRROR

Look hard at what you dont like about

your companyask your Employees to

come up with these facts during

weekly/monthly meetings.

Honesty, Transparency, Trust & dialogue

at all levels of the organizationInternally and externally!By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

7/17

Honesty, Transparency,

Trust & dialogue at all levels

of the organization

Internally and externally

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

8/17

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

Modern Management

8/12/2019 Employee's First customer second presentation by zarir soli irani

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DECENTRALIZE POWER

RESPONSIBILITY &

ACCOUNTABILITY FOR BETTERVALUE CREATION

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

10/17

The Value creatorsThe Front Line Employees

examples: Air Hostesses; Check-in clerk at thesupermarket

The surveyors on site for an inspection or survey orthat CV sent to a client!

Some must do to achieve remarkable growth &profits some of the hundred examples

Courteousness

Speak less Apparels & survey kits

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

11/17

How we have done so?

Any transformation required?

What you do & how we do it?

Conventional wisdom: Customers is always right

True value: honest and courteous interface between

the customer & employee.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

How and what

8/12/2019 Employee's First customer second presentation by zarir soli irani

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So by putting employees first, a company creates

unique value for its customers & differentiates itself

from its competitors.

Through a combination of engaged employees and

accountable management, a company can create

extraordinary value for its customers.

When a company puts its employees first the

customer does ultimately reap the greatest benefits.

Internal satisfaction = client satisfaction.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

13/17

All Clients say Your

Employees (Stars) made the

magic happen.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

14/17

How do you motivate your team

to be eager to take on onechallenging survey after

another?

.GEN Yemployees require anew set of skills for SME.

I cant discover that for youll.. Your team is best known to you!

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

15/17

Caterpillar & Butterfly

Well brought up young C goes on to an MBA,

gets a good job!! Is energetic gains reputation.

C is impressed by itself. Its only a fast walking C

to the world.

Gets a fine spouseand leaves it all behind .

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

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Want to become a Butterfly

- Knowledge of fastest walking C wont helpone become a butterfly, give up those habits

& knowledge of being an C. Learn about

being a butterfly, unlearn

about being an C. Transform.

- Are u providing opportunities to your fast

walking caterpillars to be come butterflies ??

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE

8/12/2019 Employee's First customer second presentation by zarir soli irani

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- I thank my guru Daraius Antia whom I stillconsult and meet socially in Dubai.

- My mentors sitting amongst youllAllen &

John Noble

- To the 18 Stars of this Constellation what it iswith 8300 nominations behind us as of may14.

- All our Customers and Partners, most of

whom have become friends.

Thank you for believing in us and beingEnthusiastic supporters.

Acknowledgements:

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAIABU DHABI

FUJAIRAH

LONDON - SINGAPORE