Thursday, June 25, 1998

Outside resources help meet critical needs

By ANN CHADWELL HUMPHRIES / Knight Ridder Newspapers

Employ outside help when you can't progress with your own resources.

Hiring outside help may seem to be a nonissue to many who know they need help during peak seasons, are legally required to file audits and financial reports generated by specialists, or are embarking on a project too large and complex for their own resources.

However, many businesses languish when they try to do too much themselves.

They become distracted and constrained by constant complaints and ineffective practices.

Customers and employees are regularly unhappy, and not only is the progression of their discontent more rapid, but their manner of expressing it more vitriolic.

Many organizations are in denial about how they operate. They are mired in mediocrity.

To avoid paralyzing business practices, Mary Dwyer, customer service manager with Pirelli Cables and Systems North America says: "We constantly measure our processes and keep the results in front of management. This enables us to intervene before things become critical.

"Competition will force you to provide great service, which is the price of getting in the ball game."

Pirelli has hired a business partner to assist with the installation of a computer software system to improve its operation.

"We partner with outside resources when the project is too large, exceedingly complex, and we don't have the internal resources to accomplish it. Our consultant becomes our business partner, and we have joint responsibility," Dwyer said.

Occasionally, businesses need to hire outside sources not just for complex jobs, such as installing computer systems, but also to coach garden-variety customer service and employee attitude situations.

Yes, you can waste money having an outside source do what you can do yourself.

The question is, "Will you do what you need to do?" One afternoon of insight from an outside source may provide the new perspectives, fresh ideas, and motivation you need to move you out of your rut.

Periodically challenge your organization to listen to input from outside sources to improve your business.

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(For a free etiquette tip sheet, "What's Rudeness Costing You?" call Ann Humphries at 803-736-1934, write P.O. Box 69530, Columbia, SC 29229, fax at 803-736-0673, e-mail eticon(at)eticon.com; or visit her Web site, www.eticon.com)

(c) 1998, The State (Columbia, S.C.).

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