Have your own eMail campaign/ eNewsletter setup

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Sending out your own email campaigns or eNewsletter is not that difficult once you have the right setup. A bulk mail sending tool, a mail gateway, a template library, Internet link, and the simple knowledge of preparing attractive messages (if you have the MS word knowledge, you will be ok) you have the freedom of sending unlimited number of messages over and over again without any additional costs. Sending 24 campaigns out will pay back your investment.

You will have full control of your messages.

Our solution will include;

Setting up of the bulk mail sending platform,
Free tools for Mail gateway, message and eNewsletter editing,
Training on creating messages and newsletter effectively, Spam score controlling, email gateway trouble shooting

Read  detailed description about the solution provided here

Call us or send us an e-mail for more information

Features of a bulk email sending facility - to have your own facility

A comprehensive solution of sending bulk mail messages and eNewsletter facility should be consisted of many many facilities and features. This blog describes the features of the system and special considerations for operating such solution.

Bulk eMail sending client

Thus is an application software, which has the capabilities of sending out bulk mails. such software should  be capable of developing messages or email. The editor should be capable of designing attractive messages. Further, the tool should be capable of maintaining multiple address lists. Solution we are proposing will have the capabilities of merging the mail lists details with the message, where you have the capability of personalizing the message.

Managing Bounce backs

Bounce backs are email addresses that get rejected from the recipients mail servers. Such mail addresses should  be removed from your mail lists. This will eliminate the consuming of band with for unsuccessful email addresses.

Managing un-subscription requests

Some recipients may request you not to send any more mail. Such un-subscription requests should be entertained for ethical reasons. System you are using should have the facilities to capture the un-subscription requests and cater for same effectively.

Template Library

Template libraries are software collections which give you attractive message templates. You can simply replace the texts and images and develop an attractive email message or an eNewsletter within relatively short time.

SMTP Gateway

SMTP stands for Simple Mail Transfer Protocol. You should not use your ordinary mail gateway to send out bulk mails or eNewsletters. If you do so, you will cause interruptions to your regular business mails. Thus you are advice to maintain an exclusive outgoing SMTP server for bulk mail facility. We provide this software FREE OF COST.

Communication Link

Having a communication link, or an internet link is an essential requirement for your facility. It is advised to obtain an internet facility with a dedicated IP address for effective and economical operation of the facility.

There are specific domain of knowledge required for maintaining the bulk mail sending facility. Designing messages with zero or low email messages and  trouble shooting the mails sent out will be specific skills among many other skills required.

Why you should send your own email messages

Sending bulk email messages have become considerably big business today. The service providers will promise you the no. of email address that they will send out. They may be having a well managed email lists. Yet are they the target segments of your business. Basically you will not have control over the email messages you are sending. When you send your own email messages you have the full control over the emails you are sending.

If you want to send bulk emails or eNewsletters, to your customer base, employees, or the membership of your society, you may have to provide the email list to a third party. Your customers, employees, or the membership will not appreciate giving their email addresses to a third party.

Once the emails are sent out, how much of them get bounced back, rejected, and request to unsubscribe will not be known to you. It's required to attend to bounce backs, rejects, and unsubscribe requests, else you are not having the opportunity manage such occurrences appropriately.

You will have your email database growing everyday, how often can you have the data base synchronized with the service provider. Time laps between the updates will cause your customers, employees, or members to miss at least few important messages.

Considering above, you will be capable of eliminating mentioned drawbacks, if you set up your own bulk email sending facility. You will have the entire control over your email campaigns, eNewsletter and at the long run the operation will be very much economical for your organization.

Customer satisfaction through service designing

Service Blue Printing Methodology

Service blue printing is a technique that helps us to design our services to maximize customer service, or customer satisfaction. To understand the concept, let us first look at the Customer Satisfaction aspect of services from theoretical perspective.

The SERVQUAL methodology

Service Quality (SERVQUAL) is a model and a methodology that is used to describe the elements of the quality of service to facilitate customer satisfaction. While there is no agreement of one method to describe and measure the service quality, the SERVQUAL is identified as the vastly used method for describing and measuring the quality of service organizations.

Service Quality is identified with following attributes;

1.       Tangibles – Physical facilities, equipment and appearance of personnel in the service provision. Mainly those who come in contact with the customers, when it comes to providing the service as well as the physical evidences that come in to play.

2.       Reliability – Ability to perform the promised service dependability and accurately. This is mainly dependent on the process effectiveness and training provided to the employees on the service standards determined by the organization.

3.       Responsiveness – Willingness to help customer and provide prompt service. This will be determined by the process efficiencies and level of training among the staff interacts with the customer. “On stage” and “Back Stage” performance of employees will contribute towards this element.

4.       Empathy – Caring and individualized attention that the firm provides to its customers. The ambiance and the layout of the service environment, and employee attitude will contribute towards this element.

Level of above elements can be used to measure the quality of service, of organizations. Example of such measurement is shown in the chart above. This is a result of measuring the service quality of a Sri Lanka service organization. This chart basically shows the customer satisfaction of the organization.

Understanding the Customer Satisfaction

The customer satisfaction and how organization could cater for a higher level of customer satisfaction is described in the “Gaps Model” of service quality. There are two models of Service Quality Gaps Model, identified as 5 Gaps Model and 7 Gaps Model. For the simplicity, we shall look at the five Gaps Model of the service quality gap.

Gap 1 – Gap between what customers expect and organizations understanding of what customers expect, which is the management perception

Gap 2 – Management perceptions versus service specifications, which is a management decision of how the service is designed to serve the customers

Gap 3 – Service specification versus service delivery, this gap is created by either employees not being competent enough to perform the service standards setup by the company, or company not training employees in order to perform the service standards set by the organization

Gap 4 – Service delivery versus external communication, where the organization including the employees should communicate the level of service provided. This may be achieved by the physical settings, employee uniforms and postures and gestures of employees and response time of service performance

Gap 5 – Overall Service Quality Gap, which is the gap in the customer’s perception of what customers perceived as could be expected from the organization, and the perception gained by the customer after consuming the service. This is caused as cumulative results of Gap 1, Gap 2, Gap 3
and Gap 4. This concept is illustrated in the diagram above.

Above highlights the requirement of organizing the organizations process, organizational structure and physical evidences associated with the service provision of the organization in order to provide a good Customer Service, and to minimize the service quality gap. The Service Blue Printing is used as a tool to determine or design the best service process within the organization, to serve customers.

Service Blue Print

Objective of the Service Blue Print is to identify the process that Customer performs during the time that customer consumes the service, and organize the entire organization to provide a service that would facilitate the customer’s process, so the achievement of customer satisfaction would be the ultimate result.

Service Blue Print will look at the Customer Process during the time of customer consuming the service. If there are different modes of customer interaction with the organization, each will be identified separately for the purpose of analysis. Upon identifying the Customer Process, elements which have a direct interaction with the Customers will be mapped to serve the customer process as “on stage” processes. “Back Stage” Processes will be identified beyond the point of interaction with the customers, and support processes as well will be laid down to complete the service provision to customer process. This will be developed to a graphical representation of “bird’s eye” view of the organizations’ facilitation for the customer process. This overall view will help an analyst to identify failure points in the overall system.

Finally all the physical evidences as well will be identified and in-depth analysis can be performed to identify how best the physical evidences should be organized to facilitate customer process.

Service Blue Print will help the organization to cater for the all the five elements of SERVQUAL model, and partial facilitation of Service Quality Gap as well.

Domestic prosecutor

First time manager

Managers and Process Management

Do you know what managers are supposed to do…..? Well the immediate answer you will be getting is "They are supposed to manage" and would go in to elaborate as functions of management which is Planning, Organizing, Leading, and Controlling. Thus application of functions of management in to any area that a manager is given for management is what managers are supposed to do. Well understood I guess.

One of the major requirements for managers is to manage the work. If you look at organizations, you will see work everywhere. It seems that stress is inevitable where ever the work is. Stress occurs to people, when work is for people. Hope you agree.

Role of managers starting from the Strategic Management would be to identify the amount of work required by the strategy, and organize the work in a manner that work will be managed using the best structure to obtain results. In fact the structure which comprise of people, are in fact a structure of work. Structure in another way is structured work that is assigned in chunks of manageable size to people.

Essentially, businesses are about conversion processes, value adding processes. Adding value in the market, using structured set of work assigned to people. Starting from the top level, as shown in the diagram manages are supposed to apply the management to this conversion process.

So I argue that a major portion of management should be responsible in Planning, Organizing Leading, and Controlling of processes. Every manager should have the expertise on Planning processes, organizing processes, leading processes, and controlling processes. If a manager attends to "Process Management" properly, they will make their life as well as the lives of people around them far more effective. 

Concept of the "Next Level Process"

We work with processes all the time. In one way the processes are standardization of work. Some may argue, why standardize when people like variety, hence let the processes evolve. Although I accept the said argument, I accept the argument for the standardization as well. Just look at the nature. Nature’s way is the best way for anyone. Imagine a world that nature does not standardize. If the nature had not use the concept of standardization, whenever a new baby is born, Doctors will have to locate where the mouth is including the other organs. How much of a hazel a mother should go through to feed her baby. However you know how easy it is for a mother to feed a baby and a baby to find mother’s breast. That's the nature’s way of standardization. Simply due to the standardization of the nature, people can predict and build toilets/ commodes, imagine if such standardization were absent.

Given above is only a very simple argument to say that nature’s standardization really works.

Yet there are situations where nature has allowed the randomness to exist as well. Just go in to a jungle, and try to predict what is about to happen in the next few seconds. It is not humanly possible. In a jungle things are very unpredictable. Thus nature keeps everything in balance when it comes to the Standards and Randomness.

Thus I argue that business processes are things where the order or the standardization is required at the optimum level. In the Next Level Process;

1. There will always be order.
2. It will always be possible to measure.
3. Will always follow an improvement approach without creating chaos within the business.
4. Will be complete, that allows to properly cater for Beginning - Mid - End activities.

Above all the Next Level processes will always to capable of improving an organization and its people with a readiness to go to the "Next Level".

Organizations will benefit by people having a high level of clarity in performing their tasks. There will be fewer ambiguities in work. Even when new staff joins, they will be productive within a short period of time.

If the management wants to create a second instance of the same business, it can be achieved faster, if all the processes are properly designed and optimized.

Putting people before processes

The management of one of my previous companies had a good argument, when they requested me to head the Human Resources department where I was already the Head of IT Department. After assessing several outside candidates, they pointed out that the individual, who heads the Strategic HR Function, should have an excellent understanding of the processes of the organization together with the people skills.

I subsequently proved that argument. However it was not a smooth sail. This factory I am referring to had 3200 employees with eight staff members in the HR department. Well, gradually 4 employees resigned, yet we did not fill the vacant positions in the department. Ultimately the HR department was equipped with only four employees, and jobs that were perceived as work for eight were handled by these four remaining employees.

So What was my secret…? It is putting people before processes. Once the processes are optimized people worked fine.

Another example to prove the same comes from a service organization, where I was the Head of HR and the department was located in the basement of the building. In fact someone may say that the particular department deserved to be in the basement, by looking at the results it was producing at the time I joined. Once assuming duties in the said company, I started by measuring the critical processes there. Found out that to issue an Agency contract, they were taking 47 days to 81 days. To process a separation they were taking average of 47 days, these are just two of the examples. Obviously the internal customers were not happy, nor were the Directors. Information produced was never accurate. However I did not blame the staff there or asked for new blood but worked with the same employees.

Streamlining the processes and optimizing the processes were the main focus, among many initiatives to get the department out of disgrace. It took three months for the other Head of the Departments to applause the performance of the HR department in one of the HOD meetings. Employees, who were taking sick leave once a week, came to work every day. HR staff was happy, and had a good team work. It is all about putting people before processes.

These are just two examples of getting results by process management.

We ought to look at the processes, and optimize the processes before blaming the people.

Free of Cost software that enhance your HR activities within the organization

You can call for a no obligation demonstration by sending a mail to Admin@right-X.com if you wish to experience the features I am describing without reading, access this link. Please send a mail to admin@right-x.com should you face difficulties. 

I may be talking about some thing over ambitious.

I am talking about beyond the MS Office kind of applications. This is not imagination, trust me, I have implemented this in my last employment and tremendous results were obtained. I am taking about a web based system, and trust me the software will come FREE OF CHARGE, yes you should believe it’s a free of cost, comprehensive software that runs a fool proof full fledge system.

If you could remember I pointed out that there are technologies that help the reducing of IT cost. This is such kind of software. What we are looking at is a system that comes from a community called FOSS. I.e. Free and Open Source Software. This family of software are developed by highly skilled developers and are available free of charge. There are many software available starting from HRIS, to CRM and ERPs.

This particular software I am discussing (the website that you are reading this blog uses the same software) is identified as a Learning Management System and a Content Management System.

Content Management System features will help you to host contents of different type to be hosted and managed, and made available to the users of the system. Access to the contents is made available through a structured security system complying with the highest web security standards.

Learning management System features, will enable you to use the system as a virtual teaching environment, going up to setting up of examinations. I have used this system to conduct Examination over 200 locations in the island. Examination was held online on a Saturday, and without anyone working on Sunday, we were able to provide the examination results by 8am the next Monday. Special feature of this system is each department can create and manage their own content, by themselves. User friendly features allow a user with basic understanding of MS Office application to create and manage the content. Well, a highly skillful person can do wonders in this system.

This system can be made a platform for all the departments to develop quick web contents, allowing the IT department to focus on more complex and value adding tasks to the organization.

New breed of HRIS

You can have a no obligation demonstration of the system - send a mail to admin@right-x.com

Cost of the existing HRIS and Payroll and attendance systems have escalated like no other time. This is simply because the cost of IT Professionals and technologies becoming expensive. The service providers cannot be blamed. However, you will find low cost HRIS packages, yet the capabilities of such packaged are limited. Overall picture is that you can go for a low cost HRIS by compromising on the quality and capability of the package. One of the HR executives expressed the desperate feeling towards a purchased HRIS, "I think doing these things on Excel would be easier". I need not explain the feelings or the level of the HRIS package further.

We have to accept the fact (I will prove it otherwise later on) for you to have a comprehensive HRIS package, you need to spend a handsome amount of money, where usually your company shall not spend that much of money on HR systems. So you are left with lesser alternatives. Reason for these phenomena is that established companies in Sri Lanka are following the conventional business models used for ages, in businesses. If you look at the IT industry, there are trends developing that businesses could have a different models of operation, and bring the overall cost down without compromising the quality or the complexity of the package. Even there are technologies available today that will help to bring the cost down.

Lunar TM (Talent Management Solution offered by Lunar Enterprise Solutions) is such a package. In general the industry best HRIS + Payroll and attendance will cost you around 5M upwards. Lunar TM is prices in the range on less than 50% such systems. This is by no means of sacrificing the comprehensiveness. Highlight of the comprehensiveness of the HRIS are as follows;

1. Comprehensive Employee profile, which will provide the user with all the information about the user, with the history and Electronic Personal file.

2. The system uses the National ID card number as the Key thus fall in line with the future initiatives of EPF and ETF

3. Multilingual pay slip printing, You can select the language the employee prefer the pay slip to be printed, all pay slips are printed with preferred language for each employee

4. Facilitation of Matrix or Product based (Three dimensional) Organizational structure

5. Access control based on the position, only the employees coming under direct preview are visible to any one

6. Confidentiality, sensitive information is not exposed unless authorized

7. Employee Self Service Portal

8. Skins that display management information are available with graphical interfaces

9. Supports multiple companies in one deployment

10. Web based system These are just the top feature of the HRIS.

Lunar TM is built on the World’s No. 1 database platform that enables the ease of Administration, storage, and backup facilities.

You can have a no obligation demonstration of the system - send a mail to admin@right-x.com