No sabía si hoy era un día para escuchar a Emilie o a Berryz.

Finalmente, ganó la bronca, ganó Emilia Otoño. Ella sí que está trastornada <3

Hoy comienzo algo diferente a lo que estoy normalmente acostumbrado. Ya intenté antes y no duré mucho, espero que ahora sí pueda convertirse en un hábito, en una de esas cosas que decís “uy, estoy al pedo, mejor voy un rato”.

Cuando sepa el resultado, satisfactorio o no, les digo de qué estoy hablando (y el que lo sabe se calla).

BTW // Volvió Konato ~ dense una vuelta

I met last week with a number of 1st Year MBA students who have a consulting club to help them figure out if they are suited for this noblest of all professions–supposedly the second oldest profession. “How can you tell if you’ll be any good at it?” They asked.

As far as I can tell, there are two basic requirements. One, you have to be a bit out of kilter, a tad of ADHD doesn’t hurt either. You have to hate repetition.   Second, it helps if you have a belief that there is almost nothing you couldn’t figure out how to improve. While thinking it doesn’t make it true, the attitude is a critical success factor.

For example, I just returned from the post office.  Noon on the Wednesday before the holiday–lunch time rush hour.  I’m standing in a long line underneath a banner with a message emphasizing quality.

There are two clerks, postmen, postpersons, postladies–I’m not sure which one is most appropriate, but as we both know, I’m not going to lose any sleep over it either. The line is out the door. Clerk ‘A’ tells clerk ‘B’, “I’m going on break.” At which point I turned to the person next to me and uttered, “And I’m going to UPS.”   It’s not that difficult to improve.  Not letting half of your customer-facing employees go on break during your busiest time would be a good way to start to improve things.

It’s not rocket surgery. Patient Experience Management, Patient Equity Management. Whatever you call it, big inroads can be made.  Quit thinking like an executive and start thinking like a patient and you’ll have plenty of ideas.

As part of what I do, I get alerts from Google on mentions of particular items/phrases. One of the phrases I watch out for is, of course, “personal reputation management”. Over the last couple of months I have been alerted to various items and research statistics including the following:

♦  33% of people routinely search someone’s name (their name, not the name of their firm) before contacting them in a business context.

♦  Up to 77% of potential clients, partners or prospects use Google, at some point, to research the background of an individual working for a potential supplier or business contact.

♦  87% of us believe that the CEO’s reputation is an important part of a company’s reputation

♦  78% of executive recruiters routinely use search engines to learn more about candidates

♦  35% have eliminated candidates based upon information found

I can’t actually vouch for the accuracy of the research but, based upon my own experience, together with the anecdotal experience of colleagues, contacts and acquaintances, I don’t think that they are far off.

So in summary, lots of us are routinely conducting name searches on individuals that we are thinking of contacting in a business context and, up to 77% have used this method at some point. The vast majority of us also believe that the personal reputation of the boss of a firm is very important to their company.

In the jobs market, executive recruiters use name search as a “standard” tool and our online reputations are a potentially a very important part of the decision making process.

What happens if someone searches your name on Google? Are the results helping, hindering or non-existent? Give me a call (0845 2994229) if you need some help or advice.

They don’t call me Yoda for nothing. This little rant is for those acolytes drinking the Kool Aid of disbelief, the recipe that says that one day, if we stay the course, this will all get better, those who believe that the light at the end of the tunnel isn’t a train.
For the next few minutes try and disassociate yourself from your responsibilities at work and become a patient.  Recall a time when you’ve been a dissatisfied patient. If you’re totally honest, that simple exercise should quicken your pulse. Cold beads of sweat appear on your forehead; your palms feel a little clammy.

The transition is faster than Clark Kent in a phone booth. A mild mannered and pedestrian acolyte transformed into a right-winged, Myers-Briggs INTJ A-Type with a passion for metaphorically devouring the unfortunate person awaiting your visit.

As you think about managing the equity of your patients think about it from the perspective of the patient, goodness knows they do. That relationship is black and white—there are no shades of gray. It’s good versus evil, Yoda versus Darth Vader.

I think with most patient interactions the patients believe that the person on the other end of the line is incented to make them go away as quickly as possible and at the lowest possible expense to the provider.

For most patients, patient loyalty is a thing of the past. Who do you do business with? Why? For any product that is even close to being a commodity, I deal with the firm who I find to be the least offensive, the one that will irritate me the least. That’s why I buy cars on EBay so I never again have to hear the phrase, ‘What’s it going to take to get you into that car?” If you find yourself doing that, why is it such a stretch to believe that so many patients feel the same way? That said, could it rather naïve to believe that your firm’s current approach to patient relationship management will make any difference?

***

© Alexandru Dan Mitache

Duminică seara, ora 20:57. Telefoanele în neştire. “Bă, fă, care eşti,intră pe mess”, “hai bă … 3 minute până la rezultatele parţiale”, se auzea în cască. Bine, de fapt, mai erau doar două că antena 3 fură iar startul. iar noi ne-oprit cu număratul la 54, 53, 52, 51 …Fiecare la casa lui – pentru cei care nu ştiu: la AF sâmbăta şi duminica se stă acasă; îi lăsăm pe alţii sa scrie în locul nostru. Fiecare la casele lor, fiecare manifestându-se cum putu. Bogdan zici că era Traian Băsescu la pătrat, cu un ochi în câş – în jos – care lăcrima pentru Crin, iar celălat în sus ce se bucura pentru “Prostănac”. Alesese bine, cu toate că nu a fost la vot. Sandra de bucurie că a ieşit Geoană a continuat să se uite la discursul lui Oprescu. Nea’ Gică, prezent în sediul de campanie a lu’ Remus Cernea, şi-a înecat amarul în două sticle de vin, nu găsise wisky la magazin, înecându-şi amarul fiindcă ştie că, dacă iese marinarul, în continuare nu va găsi wisky la magazinele din strada Mihăileanu. Tonomatul de servici era şi el extrem de supărat, pentru că mai are puţin de construit la barca pe care o dăruia lui Băselu’pentru a pleca pe mare. Iar Domnu’ Nea’ Jan era în direct la antene, Pro şi Realitatea, fiind prea ocupat să mai scrie la noi. Pân’ la urma cu toate regretele lui Crin, în finală merge Traian şi Mirciulică. O fi bine?, o fi rău? Să vedem.

CATEGORIC NU
Sandra Paraschiv: Eu spun categoric nu e bine. Poi să vedeţi amu’ ceartă între this guy. Şi apoi oricum ai lua+o tot ţeapă îţi iei. Vine ori o caricatură de dictator beţiv ori un “prostănac” comunist.

CATEGORIC DA
Tonomatul de serviciu: Bă, fraţilor, e ebine. Eu ştiam rezultatul de anul trecut. De abia acum începe dilema: cine merge la răcoare? Ăla cu flota sau ăla cu termopanu?

E TRIST
Nea Gică: E trist, dar există o speranţă. Mică, dar există. Speranţa că vom putea găsi wisky după 6 decembrie pe strada Mihaileanu.
Bogdan Bărbieru: E oarecum trist. Crin e trist. Tristeţea de pe faţa lui e tristă. Insuportabilă chiar. Feţele oamenilor lui Crin sunt triste. Practic, România e tristă. Şi plânge, pentru că din vaza cu flori vor dispărea crinii, rămânând doar trandafirii. Care ce-i drept sunt mai ieftin.

CRED CĂ NU ŞTIU
MDM (Mâna dreaptă a mogului): cred că oarecum e bineşor. Bine că nu a ieşit Vadim cu Taraipan Băşinescu, că o beleam. Ar fi fost mai bine Crin cu Mircea sau Geoană. Pentru că aşa, pula bani de publicitate.

ANALISTUL SPUNE BLEAH
Domnu’ Nea’ Jan: E bine cu to(liniuţă)t căcatul ăsta. ori B. ori G tot aia e la o adică, una era Potârcă care să schimbe denumirea ţării în Rromânia, care să schimbe denumirea de rrom cu cea de ţigan, astfel încâ-t să avem “Ţigan havana” şi “Ţigan Cin-cin” în loc de rom.

Any idea what activity is being represented on this Haida argillite carving?

The Pitt Rivers Museum in Oxford is one of the world’s great ethnological museums.  Indeed, it is largely presented as a “museum of a museum”, with artifacts and curios displayed in glass cases in juxtapositions that made sense to anthropologists.  Now I see they are putting some of their collection online – one of many interesting innovations going on at that museum.  The Haida Collection which Cara Krmpotich has worked on consists of 200 really well composed and lit photos on the flickr.com website.  Cara notes that she hopes making this material available in this manner will facilitate its use by Haida people and I expect they will (indeed one person with a Haida name has been commenting on some of the photos).  Coincidentally, I see there has recently been a Haida delegation to the Pitt-Rivers museum.

In any case, the flickr set is a fantastic set of images of Haida art and technology. It would be nice to have the full catalogue information or other information associated with these, or at least a statement that such information is lacking.  While there are visually spectacular items throughout the set, also check these plain spoons from SGang’gwaay, Tanu’uu and Masset,  this bird bone whistle, and this tidy little loop of twine.

Haida wooden labret at Pitt Rivers museum.

La Fundación del Partido Nacional Revolucionario, hoy Partido Revolucionario Institucional, el 4 de marzo de 1929, en el histórico Teatro de la República de nuestra ciudad, vino a culminar una serie de movimientos revolucionarios en nuestro país; mismos que en apariencia habían sido sosegados con la firma de la Constitución Federal en el recinto antes citado, el 5 de febrero de 1917. La realidad era otra.

Aunque la Constitución Política de los Estados Unidos Mexicanos representaba un avance considerable en la construcción del México moderno; la razón de la fuerza, que no la fuerza de la razón, era la que seguía imperando en la década de los veinte del siglo pasado.

De este modo, la ya larga historia del México Independiente, en la que los gobernantes eran depuestos por la vía de las armas, ultimados y sustituidos en el cargo por sus verdugos, seguía siendo la constante en nuestro país; así como la arraigada idea de perpetuarse en el poder, con los mismos métodos.

La visión del General Plutarco Elías Calles de aglutinar en un solo partido nacional las distintas expresiones de la sociedad, viene a fortalecer los principios revolucionarios; y es así que a través de la vía democrática y teniendo únicamente como arma el poder del voto ciudadano, quienes aspiraran a llegar al poder lo harían permaneciendo en el cargo sólo el tiempo que la Constitución estableciera.

El PNR vendría a consolidar las diversas exigencias sociales que provocaran años atrás el estallido revolucionario; el PNR generaría el pacto social que le dio viabilidad al país y que frenó de tajo la noción de llegar al poder por algún método distinto al de la soberanía popular.

La historia del México moderno no podría entenderse sin la historia del Partido Nacional Revolucionario, transmutado en Partido de la Revolución Mexicana, y posterior Partido Revolucionario Institucional, artífice de los grandes cambios sociales de la Federación.

La construcción de nuestro país se la debemos a un partido que tiene sus cimientos en el movimiento revolucionario de 1910; y que en su Declaración de Principios y Programa de Acción establece el modelo de nación para construir el México que todos queremos, en el cual la brecha entre los ricos y los pobres no se haga más grande cada día.

Ya en los festejos del Centenario de la Revolución, el PRI está llamado a ser el barco insignia que lleve al país a buen puerto y no lo deje naufragar en el mar tormentoso de la pobreza y las desigualdades sociales, de libertades restringidas y justicia como moneda de cambio de unos cuantos.

LA CUADRATURA.

Si los panistas han etiquetado a Francisco Domínguez de priista, por haber aprobado, él y todos sus regidores, la Comisión Investigadora de la Administración de Manuel González Valle ¿significa que ellos hubieran encubierto al ex candidato a la Gubernatura? ¿Qué el PAN está en contra de la transparencia y la rendición de cuentas? ¿O simplemente que es el PRI el que busca fincar responsabilidades a quien las tenga, y el PAN se niega a hacerlo?

Circulo.Politico@Gmail.com

Cand o sa vedem si noi o dezbatere adevarata intre participantii pentru presedentie ..vorbesc despre toti candidatii.

Crin Antonescu – PNL

George Becali – PNG

Corneliu Vadim Tudor – PRM

Mircea Geoana – Alianta PSD+PC

Traian Basescu – sustinut de PDL

Ovidiu Iane – Partidul Ecologist Roman

Remus Cernea – Partidul Verde

Constantin Rotaru – Partidul Alianta Socialista

Candidati independenti:

Constantin Ninel Potarca

Sorin Oprescu

Gheorghe Eduard Manole

De exemplu:

That’s me in the back row–just kidding. There are approximately 640 muscles in the human body. Yesterday I pulled 639 of them. In anticipation of the onset of winter I’ve been ramping up my workouts, and at the moment am scarcely able to lift a pencil. I came across an article that describes the full body workout used by the University of North Carolina basketball players. It involves a ten-pound medicine ball, and 400 repetitions spread across a handful of exercises. I’m three days into it and giving a lot of thought about investigating what kind of workout the UNC math team may be using. At my son’s basketball practice last night, the parents took on the boys—they are ten. That 640th muscle, the holdout, now hurts as bad as the rest of them.

So, this morning I’m running on the treadmill, because it’s cold and the slate colored clouds look heavy with rain. While I’m running, I am watching the Military History Channel, more specifically a show on the Civil War’s Battle of Bull Run—I learned that that’s what the Yankees called it, they named the battles after the nearest river, the Rebs called it the Battle of Manassas, named after the nearest town. The historian doing the narration spoke to the wholesale slaughter that occurred on both sides. He equated the slaughter to the fact that military technology had outpaced military strategy. The armies lined up close together, elbow to elbow, and marched towards cannon fire that slaughtered them. Had they spread themselves out, the technology would have been much less effective.

Don’t blink or you’ll miss the segue. You had to know this was coming. Does your hospital have one of those designer call centers? You know the ones—wide open spaces, sky lights, sterile. Fabric swatches. The fabric of the chair matches that of the cubicle, which in turn are coordinated with the carpeting. Raised floors. Zillions of dollars of technology purring away underfoot. We have technology that can answer the call, talk to the caller, route the caller, and record the caller for that all important black hole called “purposes of quality.”

The only thing we haven’t been able to do is to find technology to solve the patient’s problems. Taking Care of Patients (TCOP).  We’ve used it to automate almost everything. If we remove all the overlaying technology, we still face the same business processes that were underfoot ten years ago. Call center technology has outpaced call center strategy. Call center technology hasn’t made call centers more effective, it’s made them more efficient. Call center strategies are geared towards efficiencies. Only when we design call center strategies around being more effective will the strategy begin to maximize the capabilities of the technologies.

I was recently in a large call center of one of my clients. Supervisors and CSRs were scurrying about clearing their desks of binders and cheat sheets in an effort to make the center look paperless. I looked up just in time to see an ominous looking flock of people being given the nickel tour. They swept through in a scene reminiscent of the gathering of fowl in Hitchcock’s The Birds. In an instant we knew the flock was from corporate. The suit-people were tethered to their Blackberries and they kept glancing at their watches as though doing so was going to make lunch arrive quicker.

They encircled a cubicle, a few of them preening themselves, leaned forward, pretended to be interested in what they were being shown, nodded appropriately, scribbled down a few notes, and moved on. At one point, a few of them donned headsets to monitor a call. Within thirty minutes, it was all over, just like in the movie.

The next day the memo filtered down from corporate customer care and marketing, outlining all the new procedures the flock deemed necessary based on all the information they’d gleaned during their brief flyover.

Remember, pigeons happen.

Sabes que tus problemas están empeorando cuando te mirás al espejo y decís “Uia, desde este ángulo me parezco un poco a Koharu“.

No, nene. No.

Pero peor es que tus amigos digan que podrías tranquilamente reemplazar a Miya porque tenes el pelo igual.

No, fuck. No.

There’s a reason penguins don’t play the viola—maybe that’s why they don’t have a home page. I used to try to approach things with an open mind, but people kept trying to put things like that in it. Did you ever notice that it’s difficult to encourage people to think outside the box especially if you haven’t seen evidence that the people inside the box are thinking? I’m sure there are those who think these ideas are mere snake oil, but who among you has ever seen a rusty snake?

There is often an inverse relation between the relevance of a document and its brevity. Roemer’s Law 17: the value of a patient user manual used in your call centers is approximately equal to the square root of the number of chapters. (That bit of insight is the equivalent of 4.6 raiments, where one raiment has been universally established as the amount of consulting insight needed to awe a frog for one hour.)

How many different patient user manuals are there in your patient call center? How many pages do those manuals occupy? I think user manuals are so long because call center managers believe busy people are effective people. People who aren’t busy all the time might start to think, and what good has ever come from that?

The United States Constitution is about 9,000 words—that’s about thirty pages. What is it about the interactions between patients and call center reps that requires more verbiage than the amount needed to keep 350,000,000 people living in prosperity and at peace with one another for more than 220 years?

For some people, work takes place in the fast lane. For me, it often takes place in oncoming traffic. To conclude, let’s agree to quit viewing things from the dark side of the sun. Sometimes instead of complaining about the darkness, it’s better to ignite a flame. The next time you are at your desk, open the user manuals, take out all the pages, and replace them with this one rule:

DO WHATEVER IT TAKES TO SOLVE THE PATIENT’S PROBLEM.

I guarantee that will improve performance. Some executives argue that the chances of something so patently absurd actually being true are a million to one. But consultants have calculated that million-to-one chances crop up nine times out of ten. It’s also fair to state that all mushrooms are edible, however it’s equally fair to state that some mushrooms aren’t edible more than once.

To those who want to prove me wrong, go ahead. Destroy the fabric of the universe, then call me.

Ia priviti aceasta minunatie de la Prigoana (PD-L) cu dedicatie pentru nasu Basel, cu varul Sandel. Iata si un minunat comentariu de pe HotNews: “le urez de sarbatori ca sa nu aiba ce sa puna pe masa ca sa mance asa cum au ajuns multi romani din cauza lor ,si sa moara totzi din parlament numa pe medicamente sa dea bani furati ,sanatate sa nu aiba nici unu dintre ei“. HotNews, dupa ce a mincat o tona de rahat sprijinind PD-L si Basel, vine acum cu o formula, chipurile, curata de depistare a exceselor din presa scrisa, radio, TV si online. Mult tupeu.

           si varianta 2, cu adnotari, varianta pentru oligofreni:

Dar sa vedem ce minunatii s-au mai nascut pe online! Puteti si voi scufunda flota si dezbraca pe Nutzi. Mai merita vazut si decalogul. Daca nu, mai iata un clip interesant.  

Si, pentru doritori, ceva PRM – Vadim Tudor!

Dar exista si siteuri care se ocupa de Prostanac. In primul rind, siteul anti-Geoana chiar merita vizitat. Iata o mostra de aici: Invingem impreuna!

In esenta, ideea principala ramine cea a “variantei cistigatoare” ce nu poate fi decit FSN, fie ca invinge Baselu, fie ca Prostanacu. Ceea ce pare destul de nasol. Mari noutati nu vom gasi pe site, dar pentru reimprospatarea memoriei e de citit “biografia neromantata”. De altminteri, asupra acestor aspecte atrage atentia si Liviu Jicman.

Bataliile online pot continua la nesfirsit. Realitatea trista este insa ca Basele a adus pe tapet o tema destul de dureroasa pentru o mare parte a electoratului: implicarea lui Ilici (sustinator al lui Geoana) in evenimentele din perioada 1989 – inceputul anilor ‘90. Cu mortii pentru care nimeni nu raspunde.

Deci, dincolo de acest pitoresc decor, cu afise si clipuri colorate, idioate, cum or fi ele, ramine aceasta noua ghiulea lansata de Base. O ghiulea ce ar putea sa smulga din case o serie de nehotariti – nemultumiti, dar anticomunisti – in favoarea lui Base si in detrimentul lui Crin, ar putea sa mai stearga de pe lista lui Geoana vreo alte citeva voturi. Concomitent, tot Basele si echpa PD-L lanseaza o puternica ofensiva impotriva presei. E deja un cliseu ca “mogulii” si Antena si Realitatea manipuleaza deoarece Voiculescu are ceva cu Base. Doar de dragul argumentatiei sa zicem ca asa e. Dar B1 ce face? Dar celelalte televiziuni ce fac?

Aflam de la fratii pedelei ca presa e toxica. Si, ca orice prostie ce vine cu tehnica albatrosului, orice astfel de imbecilitate suficient repetata ajunge sa fie bine invatata de bobor, de baza electorala a Baselui. Deci, “presa e parte a sistemului ticalosit“. Minunat! La fel, probabil, si cei ce misuna pe bloguri, noi bunaoara, sintem platiti de Voiculescu. V-ar mira? Ati crede? De ce nu?

Dincolo de moguli – unde subscriem si evenimentul cu Dinescu – iata ca mai survin clipurile cu Base vs. Badea etc.

Pai cu ce se mai diferentiaza “curatul” Basel de Bombonel care cumparase toata presa romaneasca de nu mai aveai unde sa piui? Trist. Dupa Parlament, Justitie, Sindicate, iata si Presa devenind inamicul public al “poporului”. Poporului portocaliu. Ca despre bloguri vom auzi ceva mai incolo.

Elena Udrea a sunat la radio si a vorbit despre politica, Nu recunoaste ca a intrat in direct , si cand jurnalistii o intreaba ( sa va uitati la gesturil fetei ) ) daca a intrat la in direct nu stie ce face .

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