By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

MIRROR MIRROR

Look hard at what you don’t like about your company – ask your Employee’s to come up with these facts during weekly/monthly meetings.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Is your surveying firm falling back in the pack ?

30% Annual Sales growth sound good?

Are your staff satisfied?

Gradual change for the worst goes noticed, thats why should we change ?

What level of change should our organization aspire to?

What companies should we bench mark against?

How will we go about making the change?

How much risk can we tolerate in our change efforts?

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

An Organizational Transformation

DECENTRALIZE POWER RESPONSIBILITY &

ACCOUNTABILITY FOR BETTER VALUE CREATION

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Honesty, Transparency, Trust & dialogue at all levels

of the organization

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Once these are identified the need for CHANGE!!

One of the most difficult and slow processes in an organization.

This is a direct quotient of trust between Employee’s and Management!!

How many times have you implemented things and not seeing compliance ?

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

MANAGE THE PACE OF CHANGE!

Q 1: Do employee’s make a difference ?

Q 2: Is there inherent value in every employee??

Q 3: How are employee’s empowered? There are as many answers to Q3 as there are businesses represented in this room !

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

How do you motivated your team to be eager to take on one challenging survey after another, specially GEN “Y” employee’s require a new set of skills especially for small to medium size organization.I cant discover that for you’ll….. Your team is best known to you !

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

The asset base of a knowledge based

organization lies in talent & creativity of its employees.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

The Value creators

The Front Line Employees

examples: Air Hostesses; Check-in clerk at the supermarket

The surveyors on site for an inspection or survey !

Must Do: To achieve “remarkable growth & profits” Courteous, wearing a smile Speak less only when spoken to Downing a uniform/broiler suit or similar branded apparels Well equipped with always available & willing to extend

help Always wear a jacket or tie to client meetings!

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Modern Management

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

High Attrition & low attraction

How we have done so?Any transformation required?What you do & how we do it?

The conventional wisdom of course says we must always put “customers first” Customer is King “Customers is always right”

In services business the true value is created by the interphase between the customer & employee.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

So by putting employees first, a company creates unique value for its customers & differentiates itself from its competitors.

Through a combination of engaged employee’s and accountable management, a company can create extraordinary value for its customers.

When a company puts its employees first the customer does ultimately come first & gains the greatest benefits by far more transformational way than the traditional way.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Misunderstand of EFCS

Wont work when chips are down for a company

Large scale lay offs which are not related to Employee’s performance. The fabric of trust is torn!!

Go back and ask Employee’s what their ideas are to get more clients, cost savings call it – smart response.

Focus less on cost cutting rather than revenue increasing.

Improvise customer interface.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

All Clients say “Your Employee’s (Stars) made the magic happen.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Ant & Butterfly

Well brought upYoung Ant goes to MBA, good job!! Young.

Ant impressed by itself. A fast walking ant.

A fine spouse – A big inherent

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Want to become a Butterfly

- Knowledge of fastest walking ant wont help you become a butterfly, give up those habits & knowledge of being an ant. Learn about being a butterfly by unlearn about being an ant.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

I don’t claim to know absolutely everything about this subject in all geographies, all economic climates, over all business models.

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

SUMMARY

• Looking in Mirror• Creating trust thru transparency• Inverting the pyramid• Transferring the responsibility for change to “ALL”• Not to pretend to be something other than what we

actually were!• Having lots of fun doing so!!• Base your change on ideas and values

Turn management wisdom upside down!!

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

- I thank my mentor and guru Daraius Antia whom I still consult and meet socially in Dubai- To the 18 Stars who have made this Constellation what it is; The newest office being Singapore.- Some of our Customers and Partners, source of whom have become friends. Thank you for believing in us and being Enthusiastic supporters.

Acknowledgements:

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Point A – Mirror Mirror

Creating the need for change:

Its difficult to hear the truth let alone accept it.

Change has to come from them!!

With agreement & participation of Employee’s wrt Point A going ahead to points

Leaders are not an exception to this mirror mirror exercise.

4 Steps

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Don’t most Clients worry out “how” of our offerings rather than the “what” of our offerings in terms of value creation.

A Surveyor Perspective:

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE

Employee’s have mistrusted Manage has been since the beginning of this concept.

Why will they believe in Management just because they say so??

Trust

By Zarir Irani, NAMS-CMS, FIIMS, FICS, AFNI, MBA

Constellation, Dubai office: +971 4 4232884HP - +971 50 8979 103

OPERATIONS ALSO AT: DUBAI – ABU DHABI – FUJAIRAH – LONDON - SINGAPORE