Utpal Writes          On Project Management, Leadership, Technology and Self-Help

1. Do not have specific, measurable and practical mission statement.
2. Allow internal conflicts get in the way of doing what is right for the customer.
3. Don’t offer their customer a good and fair deal.
4. Unwilling to invest time in building customer relationships.
5. Try to maximize short term profits at the expense of building long-term relationships.
6. Do not show much interest to look for the ways to make it easier for the customer to do business with them.
7. Do not communicate daily with their customers. Don’t understand the simple thing that if your customer is communicating with you, he is not communicating with your competitor.
8. Do not believe that “Bad news” is better than “No news.”
9. Don’t treat the customers the way they would like to be treated.
10. Never care to say “Thank you” to their customers.
11. Do not do anything specific to eliminate bureaucracy.
12. Do not value their employee’s time.
13. Do not value their customer’s time.
14. Do not invest in infrastructure.
15. Focus on formalities. Lack of candor.
16. Reluctant to change.
17. Do not find balance between planning and execution.
18. Do not inspect what they expect or they don’t know what they expect.
19. Value their employees by the time that they spent in the office and not by the results that they produce.
20. Treat their people as machines. What the heck is human-capital?
21. Believe that processes are overheads.
22. Allows operations to be slow and complex.
23. Do not invest in training. Believe that training is a paid vacation.
24. Do not know the distinction between a plan and a wish list.
25. Do not know their business well. Instead depends on the consultants. Don’t learn from frequent disasters.
26. Steal ideas from their customers and employees and don’t offer them due rewards.
27. Over-promise; under-deliver.
28. Don’t know what differentiation is.
29. Only voice of the boss is allowed – what the heck is bottom-up approach?
30. Repeat all of the above consistently!

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