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خبرة الموظف على نفس القدر من أهمية  خبرة العميل

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بقلم: رون توماس

ترجمة: هاجر عبد الرحمن

تصوير: عاليا فرماوي

“بادئ ذي بدء أود أن أشكرهذه الفرصة الرائعة، فلقد تعلمت الكثير ومازلت أتعلم، لقد حظيت بتغير كبير في حياتي في الخمس شهور السابقة. عملي هنا عزز ثقتي بنفسي كثيراً ومنحني الشجاعة كي أصرف النظرعن مدي مكانتي أو حجمي فأنا بمقدوري فعل أي شيئ. أنا فقط أريد أن أشكر تحليكم بالصبر معي وعدم الإنزعاج عند إرتكابي الأخطاء وعملكم معي خطوة بخطوة. أنا ممتن للغاية فقد أصبحت أحب المجئ للعمل كل يوم، شكراً لكم على كل شيئ.. الشركة هي بيتي الثاني..”

المديرة التي شاركت معي هذا كانت تحكي لي القصة وسط دموعها، وتلك القصة كانت تقول أن هناك موظفة قالت “انها حصلت على فرصة” حيث قالت أيضاً أنها  في غضون 5 أشهر في هذه الوظيفة كانت الأكثر تفوقاً والأكثر نشاطاً من بين باقي أعضاء الفريق. وعلى الرغم  من إستلامها لراتب يُعتبر أقل بكثير من الحد اللأدني للأجور إلا انها كانت ممتنة وسعيدة بوظيفتها الجديدة.

الماس في صورته الخام: 

عندما قرأت هذا أخذت أفكر في مئات المرات التي قمنا فيها بإجراء مقابلات شخصية مع مُختلف الأشخاص وبالفطرة قررنا ألا نخطو خطوة إلى الأمام بيد أن هناك تلك المرات اللتي قررنا فيها أخذ الفرصة لأن في بعض الأحيان نجد شيئاً يقول لنا أن هناك من هم بحاجة ماسة إلى فرصة. فما هي إلا فرصة واحدة تكون كافية لتغيير حياة شخص ما تغييرا كلياً. كلنا نعرف هؤلاء الذين يحبطون لأقل وأبسط الأسباب، كان لي صديق يعمل في صناعة تؤدي للهلاك وكان يحمل لقب نائب الرئيس، بات يأساً ومحبطاً للغاية بعد أن أصبح عاطلاً عن العمل لأكثر من سنة. ومن ثم ذهب ليتقدم بطلب وظيفي لوظيفة مساعد إداري بمختلف أشكالها الوظيفية، ولقد أخبرته سلفاً أنه لن يقوم أحد بإعطائه هذه الوظيفة لأنهم يعلمون جيداً أنه يتطلع إلى مجرد عمل ليس إلا، وبمجرد أن تأتي وظيفة أكثر تقديراً سوف يصبح مجرد تاريخ. إنهم يعرفون أنه يتطلع إلى مجرد عقد نمطي حتي يأتيه الشئ الصحيح فيما بعد.

لو أن شخصاً يحتل مكان شخص آخر:

من ناحية أخرى فقد اصبح هناك الكثير من المناقشات اليوم اللتي تتعلق بمدى جودة التوظيف. نحن لدينا بعض التباين في الثلاث أو الستة شهور الخاصة بفترة التدريب. فماذا لو قمنا بقلب هذا راساً على عقب وجعلنا الموظفين يقوموا يتقيمنا كأصحاب عمل، هل ستظل فترة شهر العسل مستمرة كما هي؟

دائماً ما أدعو إلى فكرة أن يقوم جميع المدراء بإجراء المناقشات الحيوية وإجراء مناقشات ثابتة في نهاية كل فترة تدريب. بما أننا كمدراء لدينا كلمتنا الخاص بنا، فلماذا لا نمنح نفس الفرصة لتقاريرنا! وبالطبع هذه المناقشة سوف تأخذ شكل المحادثة وليس التحقيق على الإطلاق. كم عدد الأشخاص العامليين لدينا الذين لربما سوف يستغرقون الوقت لكتابة مذكرة شكر لديك وللشركة لتعيينهم فيها؟ خبرة الموظف نحن كما نتصارع لأجل خبرة الموظف نتصارع أيضاً لخبرة العميل، ولأن الإثنان على نفس القدر من الأهمية، فهذا يتوجب عليه إعطاءنا وقفة. لذا فإن المنظمات سوف تستقبل مذكرة مثل هذه من العميل بكل سرور.

 إن هذا النوع من الدلائل يكون مُصاغ بعناية ومُتفق عليه كما أنه يُلاقي إستحساناً، وهذا ما يجب أن يكون عليه الحال مع موظفيننا. وبينما الغالبية العظمى من الموظفين لم يصبحوا شُعراء يلقون كلمات التمجيد والثناء على مكان توظيفهم، يكون من المُشجع قراءة مذكرة كهذه من موظف والتي تفيد مدى سعادة الموظفين بعملهم وإمتنانهم لمديرهم وحكمته وبصيرته (لقول لشئ ما) في مكانه الصحيح. طوال فترة إدارتي الطويلة للموظفين، لم أحظى من قبل بشرف أن يقوم موظف بإرسال مذكرة لي. لذا أنا أشعر بالإمتنان لصديقتي التي أرسلت لي المذكرة لأنها تعرف ذلك (هذا نوعي المُفضل من الأفعال) كما قالت هي.

نحن كمدراء نلعب دوراً مهماً في حياة الأفراد ويجب علينا ألا ننسى هذا أنهم من الممكن أن يقضوا معنا وقتاً أطول من ذلك الذي يقضونه مع عائلاتهم. لذا يجب علينا أن نسعى جاهدين لجعل هذه التجربة مُثمرة قدر الإمكان.

وتنفيذ هذا لا يتم مثل ما يحدث في بعض عهود ومراسيم الشركات أو لمجرد أنه الشئ الصحيح الذي يجب أن يُنفذ. كل شخص نقوم بعصد إتفاق معه يُعتبر أخ أو أخت أو زوج أو زوجة لأحدهم، وأنا على يقين أنك تريد المثل لأحبائك.

المدراء يخلّفون وراءهم إنجازات بينما القادة يخُلفون وراءهم أُناس تحولت شخصياتهم وطريقة حبهم.

 المقال الأصلي: https://www.eremedia.com/tlnt/the-employee-experience-is-as-important-as-the-customer-experience/

Magazine

Stevie Awards Winners’ Articles Series – Eng. Abeer Mahmoud Ramadna

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“Continuous Learning, adopting innovation & creativity and teamwork are among the guiding principles of success and excellence in the government sector” Eng. Abeer Mahmoud Ramadna

Winner Name: Eng.  Abeer Mahmoud Ramadna

Winner Title: Director Assistance for Control & Inspection for Economic Activities at Ministry of Industry & Trade in Jordan

Winning categories:

  1. The Gold Stevie Winner in the category “the most innovative Communications Professional of the year “
  2. The Silver Stevie Winner in the category “Innovation in Community Relations or public Services Communications”
  3. The Bronze Stevie Winner in the category “Innovative Management in Government – Organizations with 100 or more employees”
Brief Biography about the Winner:

Abeer Ramadna is the Director assistant of control and inspection unit at the Ministry of Industry, Trade, and Supply (MIT) in Jordan, she has a Master Degree in Industrial Engineering- Engineering Administration / University of Jordan with “excellent degree”. Abeer has 20 years of experience in private and public sectors, and is a focal point for UNIDO at MIT in Jordan. Abeer is a certified Management development Expert from ITC/ Vienna in 2005, a certified Export Consultant to EU from CBI/Netherland in 2007, certified Lead Auditor for Quality Management ISO 9001:2015, a certified Engineer Expert in Quality and Environmental Management systems in 2018 and a certified EFQM Assessor from EFQM in 2019. Eng. Abeer has a wide professional expertise in many fields that allow her to provide consultations to the organizations in various fields including Quality Management, Environmental Management, preparing industrial polices, strategies and plans, Inspection polices, Monitoring & Evaluation systems, implementing the ISO9001, ISO14001 ISO14040s standards, and conducting technical industrial sectors studies.

Eng. Abeer won three Stevie Awards from three different categories after participation in Middle East Stevie Awards in 2020, these are:

  1. Gold Stevie Winner in a category:” The Most Innovative Communications Professional of the Year”. These categories honor the most innovation in communications practice, management, and use of technology.
  2. Silver Stevie Winner in a category: “Award for Innovation in Community Relations or Public Service Communications”. These categories honor innovation in communications practice, management, and use of technology in the public sector.
  3. Bronze Stevie Winner in a category: “Award for Innovative Management in Government “. These categories honor innovation in executive management including the Award for Innovative Management in a number of industry sectors.

Abeer has been published scientific papers in one of the world accredited journals in E-government. Titled “Barriers to E-Government Adoption in Jordanian Organizations from Users’ and Employees’ Perspectives” in 2017, the link is:

https://www.igi-global.com/article/barriers-to-e-government-adoption-in-jordanian-organizations-from-users-and-employees-perspectives/181280

and published another scientific paper titled: “SEM approach to determine factors affecting e-government success in Jordan”,  the link is:

https://www.researchgate.net/publication/333488499_SEM_approach _to_determine_factors_affecting_e-government_success_in_Jordan

She was selected as a Judge at the Best Jordanian chemical product Award in all three cycles of it during 2015 to 2020, Judge in the 2019 management & entrepreneur Awards categories judging committee Stevie Awards, and Judge at the best industrial engineering project for the Jordanian universities in 2019. She participated in several national and International conferences, meetings and presented papers, as a representative of the MIT / Jordan.

https://www.facebook.com/abeer.ramadna

http://linkedin.com/in/abeer-ramadna-msc-ie-pe-cbi-em-itc-mde-66928170

https://stevieawards.com/ar/mena/eng-abeer-ramadna-2

http://jordanembassyus.org/news/jordanian-engineer-wins-three-middle-east-stevie-awards?fbclid=IwAR2iBj4P8uHERE_Q2Yf-hatk2yJ-bGeq1g8MaYPIz_HJ42HqUyA6UCPehdM

Stevie Award winning Case Study:

  • Developing action plans of inspection development to governmental institutions (Inspectorates) work in fields of health, Environment, labor, safety for economic sectors in Jordan.
  • Supervision of developing Electronic Inspection System for governmental inspectorates.
  •  Conduct many awareness workshops for governmental inspectorates and for private sector institutions.
  • Conduct many workshops and training sessions as A National trainer of trainers in the shaping of future studies.
  • Secretariat of higher committee for Inspection development of Economic Activates that consists from high level management in governmental inspectorates.
  • Abeer is trusted as a competent team leader and confident expert in Quality management & Inspection systems
  • Abeer conducted in 2018 a study titled the Industrial engineering in the government sector in Jordan, current situation and future opportunities and present it in the 2nd International Conference on Industrial Systems & Manufacturing Engineering (ISME’19) Nov, 11-12, 2019 in Amman.
  • Abeer was chosen after a series of selection process as one of the National participants in the Civil Service Development Program in Jordan and attended all phases including the leadership and developing high performance teams at the Royal Military Academy Sandhurst UK during 2019.

Eng. Abeer Mahmoud Ramadna “Continuing to contribute achievements and make positive impacts are goals that are achievable with the presence of strong & positive attitude, self-motivated character & determination.”

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Articles

Stevie Awards Winners’ Articles Series – Asiacell

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“Winning such an award requires hard work and we encourage other companies to focus on their customers and local communities in order to excel”

Winning Organization: Asiacell

Nomination: Award for Excellence in Innovation in Technology Industries (including Telecom)

Brief about the Organization:

Asiacell is a leading provider of telecommunications and data services in Iraq. As part of international telecommunications company Ooredoo Group, Asiacell was Iraq’s first mobile telecommunications provider to achieve nationwide coverage. Asiacell is also a leading internet provider with its 3.9G data services, offering the best network coverage in all of Iraq since January 2015.

Stevie Award Winning Case Study:

As part of its commitment to expand network coverage in Iraq, Asiacell has continued to support the redevelopment of the country’s infrastructure and economy and the provision of high-quality connectivity solutions. It has enhanced its “Hot Zone” restoration strategy by putting 200 sites on air and connecting over 500 sites to 3G.

Focused on improving the quality of life for communities, Asiacell’s CSR initiatives are focused on key areas, such as health, education and culture. Asiacell has equipped several higher education institutions with computer labs and supported the renovation of schools, with the aim of providing quality education infrastructure. It also partnered with the Chibayish Environmental Tourism Organization to build the first Iraqi Marshlands heritage museum in Ahwar as part of its efforts to revive Iraq’s Marshland, while generating a positive effect on tourism and jobs creation. 

Recognising that its people are its key asset, Asiacell continues to roll out initiatives focused on engaging and empowering employees. It has invested heavily in digital transformation, including digital upskilling for employees, and streamlining of various internal processes in order to nurture a digital-first culture that embraces innovation.

We are so glad to be recognized as a successful and innovative telecommunication company in Iraq with a Stevie Award for “Excellence in Innovation in Technology Industries”. Recognition from the Stevie Awards means a lot to us and motivates Asiacell to continue to serve the community with professionalism. Winning such an award requires hard work and we encourage other companies to focus on their customers and local communities in order to excel.

THANK YOU

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Articles

Qisaty Project & Developing Talent in Children with Special Needs in Egypt

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Edited By: Mahmoud Mansi

Qisaty Project – founded by Mona Lamloum – was launched on 26th December 2019 to support children talents through a series of storytelling, writing and drawing workshops.

The total number of children who participated in the storytelling workshop is 60 including the most talented 20 who were selected to the story writing sessions, 16 children ranging from 6 to 14 years old got their stories selected to be drawn by 19 children with special needs.

The drawing workshops were held in 3 cities in Egypt with cooperation with 2 special needs associations; Nida Society Rehabilitation with both branches in Cairo and Luxor. 14 children, and Ashab El-Erada Association in Alexandria. 5 children.

The children have different disabilities, hearing loss, partial blindness, movement disability, learning difficulty disability, mental disability and increased electricity in the brain.

Of course such an interesting project needs proper preparation and an intellectual plan. Mona Lamloum shared some of the challenges that she and her team have faced during the project:

1-The global pandemic and the sudden lockdown.

2- The fact that most of the children with special needs suffer from many chronic diseases which lowers their immunity, in addition to the huge responsibility that lies on the team while holding the workshop during the pandemic.

3-The fear of the parents of the children with special needs participation at the drawing workshops due to the pandemic and the lack of their immunity. Which was managed to concur with the help of the project partners in drawing workshops. 

Eventually, Qisaty Project was held at exceptional circumstances and according to deadlines set up before the global Corona pandemic. However, the team did their best to get the project done within the lockdown with a quality that is aspired from the beginning, and that was done simply by teamwork, sharing a unified vision, and collaborating to find new solutions.

The result is 16 short stories in addition to 64 drawings by hands of talented children with special needs and with variable disabilities from three cities: Cairo, Alexandria and Luxor. Each drawing tells a different scene from a short story inspired from the children themselves to be published as a grand book that gathers the short stories and the drawings of all the talented young participants.

Acknowledgements:

Qisaty Sponsors:

– Amideast: Hosted the story telling, story writing workshops and the day that gathered the writers and children with special needs mixed day.

– Nahdet Misr Publishing House.

Media Sponsors:

– Marj3 Platform

– HR Revolution Middle East

– EBBY

– Arablit Quarterly

Children with special needs Associations:

– Nida Society Rehabilitation with both branches in Cairo and Luxor.

– Ashab El-Erada Association in Alexandria.

Qisaty Trainers:

– Hanan El-Taher.

– Mona Lamloum.

– Zeinab Mobark.

Designing Storytelling and writing workshop:

-Mona Lamloum

Writing workshops:

– Mona Lamloum

– Yaqoub El-Sharouni

Drawing workshop:

– Under the supervision of Shoikar Khalifa,

 – With the help of respectful team at Nida Association at Cairo and Luxor.

 – Ashab El-Erada Association at Alexandria by Sahar Zaiton with the help of Aliaa Abd-Elsalam.

Team Members:

– Rawan Said

– Ahmed Ismail

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