Seeking after excellence

the following passege was given to me from my teacher:Seeking after excellenceIn many aspects of business today, just achieving an adequate performance is notenough. Competitive pressures have never been greater and this has a ready parallel with noncommercial-sector organizations. A university, for example, has just as many pressures arising from the financial side of its operation as a company does in seeking profitability; indeed, some of its activities may operate on a straight commercial basis. Similar things could be said about other kinds of organizations, from charities to government departments. As standards improve – in design, quality, service, whatever – then the broader market has to keep up and the effort needed to stay ahead increases. Excellence must be sought as standard to have any hope of competing. All this puts people on the spot and certainly extends the challenge of many a job.In customer service, when competition was less, a pleasant manner and reasonable efficiency shone out. Now, those dealing with customers, on the telephone, say, must offer product knowledge, advice and service linked to very specific standards. They may well be required to answer the telephone promptly, send sales material to arrive the following day, etc. – and still do so in a way that customers find spontaneous, courteous, informed and specific, while they operate complex computer equipment and see to the necessary documentation as they go. This is no easy task. Nor is that of managing a section working in this way. Such a manager may need skills of administration, of computer systems, of marketing and customer care, coupled with detailed knowledge of the product and customers. But, whatever else is needed, people-management skills certainly are – and also the communication skills that arean inherent part of them.A laissez-faire approach, one primarily allowing staff to work out their ownmethods and respond to the inherent customer pressure as they think fit, may notmaximize effectiveness; though it may superficially seem an easier way of working for the manager in the short term.Achieving excellent performance takes some real working at. Of course, theeffects can be worthwhile – as above in terms of customer satisfaction and thus future sales – but this effectively squeezes a larger management job into the same amount of time. This too is a problem, with people in many companies reporting that there is more and more to do in the time available, and sometimes with fewer people on their team than in the past.There is no room for errors in communication to be allowed to reduce effectiveness in such circumstances; and every reason to use communication itself to enhance team effectiveness in any way it can. Good communication is a resource to be maximized. - i made the following resume:Hard skills:Technical or administrative procudreprocedures and sales administrationmachine operation, computer protocolsSoft skills:communicating, listening, engaging in dialogue, giving feedback, cooperating as a team member, solving problems, contributing in meetings and resolving con?iccompetition:Competition between organizations push them to constantly productivityexample: in customer service: employees working in this service must develop telephone and product knowledge as well as having the skill of well communicationg ,listening and solving problems in a smart way.