The Human Imprint

Food rations cut in Zimbabwe

The Guardian reports that the United Nations is to halve the food ration to millions of Zimbabweans. This will bring the food aid below the level deemed to be enough to keep an adult alive. This is because the number of people dependent on aid is rising and donations from foreign governments are falling well short of demand.

"The World Food Programme is to cut the core maize ration in February from 10kg to 5kg a month – or just 600 calories a day – for 7 million Zimbabweans, about 70% of the people left in the country. The recommended ration is 12kg a month".

I was planning to give up one meal a day for Lent, which in 2009 is between 25th February and the 11th April and donate the money that I would have spent for food aid but perhaps I should begin now.

What level of customer service to you deliver?

What level of customer service do you deliver? Is it adequate, good, or exceptional?

Adequate standards of customer service - how would you describe it?

• Job done, thanks.
• Half hearted.
• Ok, not bad. 
• Limited interaction – no rapport.
• That’s all I can do for you. 
• I’ve tried.

Good standards of customer service - how would you describe it?

• Good rapport/polite/happy.
• Knowledge of service provider.
• Efficient and prompt response.
• Positive. 
• Making people feel comfortable.
• Respect.

Exceptional standards of customer service - is it?

• Giving the customer your full attention.
• Always keeping promises.
• Going the extra mile. •
• Offering customers various options/alternatives to solve their problems.
• Thanking customer for using the service.
• Asking if there are any other issues that you can help with.

Barriers to good customer service

Barrier to good customer service include:

• Language used
• Level of understanding
• Jargon
• Speed/Tone of speech
• Physical barrier or special needs
• Customer expectations exceed level of service
• Lack of training/knowledge of those giving service
• Understaffing
• Lack of trust
• Making judgments

AND

• Eating whilst talking (call centre)
• Not maintaining eye contact
• Looking bored

Customer care - satisfied customers

What do satisfied customers want?  They want:

Speed of Service

Accuracy

Their problems solved

Information and advice

Something for nothing e.g. free delivery

Functioning/reliable product or service

Interaction – to be considered as important

Empathy – feel their concerns are considered

Deals i.e. value for money 

Reports on conditions in peanut butter plant.

I last wrote about the peanut butter and Salmonella food recall on 22nd January and almost daily at Food Safety Chat. The New York Times carried an article yesterday on hygiene issues at the peanut butter plant in Georgia in 2006 and 2007. The article states that:

"Inspections of the plant in Blakely, Ga., by the State Agriculture Department found areas of rust that could flake into food, gaps in warehouse doors large enough for rodents to get through, unmarked spray bottles and containers and numerous violations of other practices designed to prevent food contamination". It continues:

"A typical entry from an inspection report, dated Aug. 23, 2007, said: “The food-contact surfaces of re-work kettle in the butter room department were not properly cleaned and sanitized.” Additional entries noted: “The food-contact surfaces of the bulk oil roast transfer belt” in a particular room “were not properly cleaned and sanitized. The food-contact surfaces of pan without wheels in the blanching department were not properly cleaned and sanitized.”

A code violation in the same report observed “clean peanut butter buckets stored uncovered,” while another cited a “wiping cloth” to “cover crack on surge bin.” Tests on samples gathered on the day of that inspection were negative for salmonella".

To read the full article click on the link to the New York Times. The case count is now 501 cases in 43 US States and the outbreak may have contributed to eight deaths.

Some thoughts from Confucius

Here are some thoughts from Confucius who was born 551 BC.

Everything has its beauty but not everyone sees it.

Learning without thought is labor lost.

I hear and I forget. I see and I remember. I do and I understand.

By three methods we may learn wisdom: First, by reflection, which is noblest; Second, by imitation, which is easiest; and third by experience, which is the bitterest.

Choose a job you love, and you will never have to work a day in your life.

It does not matter how slowly you go, so long as you do not stop.

 

Some quotes from Horace

Horace: a Roman poet born 65 years BC - here are some quotes ..

He has half the deed done who has made a beginning.

He gains everyone's approval who mixes the pleasant with the useful. 

Adversity has the effect of eliciting talents, which in prosperous circumstances would have lain dormant.

 He who is greedy is always in want.

Wisdom is not wisdom when it is derived from books alone.

 

Some quotes from Aesop

The gods help them that help themselves.

We often give our enemies the means of our own destruction.

It is easy to be brave from a safe distance.

No act of kindness, no matter how small, is ever wasted.

Appearances are often deceiving.

It is thrifty to prepare today for the wants of tomorrow.

He that is discontented in one place will seldom be content in another. 

Five quotes on empowerment

These five quotes give lots of food for thought:

We must become the change we want to see. Mahatma Gandhi

First they ignore you, then they laugh at you, then they fight you, then you win.” Mahatma Gandhi

You may never know what results come of your action, but if you do nothing there will be no result. Mahatma Gandhi

Power can be taken, but not given. The process of the taking is empowerment in itself. Gloria Steinem

An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success. Stephen Covey

Food recall continues

I have been posting nearly daily about the ongoing issues surrounding the Salmonella outbreak associated with peanut butter at Food Safety Chat. There have been three major recalls this year in the US - Salmonella and peanut butter; Melamine and milk; and Salmonella and peppers. This is bound to focus attention on the impact of food safety recalls at a human and a corporate level.

In China two individuals have been found guilty and sentenced for their role in the melamine contamination of milk.

Food really is a global network - none of us are immune to the impact of food contamination anywhere in the world. A sobering thought.