Personalização da educação

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Em todos os mercados o relacionamento entre Organização e Cliente é, Increasingly, marcado pela customização do produto/serviço às necessidades/expectativas do cliente.

Sendo a educação o bilhete de entrada para a economia das ideias em que hoje vivemos, o consumidor do século 21, que é mais conhecedor e exigente, não vai deixar de querer personalizar a sua educação. Os atuais modelos mentais que regem a sociedade, anseiam por universidades mais pró-ativas, acompanhando a revolução digital que se foca cada vez mais no setor da educação.

Se as instituições de ensino superior conseguirem dar a resposta positiva que delas se espera, estou certo que, ao contrário do que algumas vozes afirmam, desempenharão um importante papel na criação de planos de aprendizagem personalizados para cada aluno, focados:

• Na colocação das questões certas;
• Na criatividade na resolução de problemas;
• Na iteratividade;
• Na instantaneidade.

O novo mundo

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Está quase a iniciar o período em que começarei a leccionar as minhas aulas deste ano.
tenho lido muita coisa sobre a necessidade de mudar a educação. De fato, se olharmos à nossa volta, vemos que tudo mudou ou está mudando mas, ao nível da educação formal as coisas vão-se mantendo relativamente iguais.

Acredito sinceramente, que a mudança é necessária! E acredito que as Instituições de Ensino Superior devem fazer a sua parte nessa mudança, pois caso não o façam podem correr o risco de se lamentar quando a sociedade deixar de lhes atribuir a importância que, nos dias de hoje, ainda atribui.

Costumo iniciar as minhas aulas (e palestras) fazendo uma análise das principais tendências (sociais, demográficas, económicas, tecnológicas, políticas e dos mercados) e do que tenho visto percebo alguns sinais com que importa estarmos sempre focados:

thanks to the Internet, as pessoas estão mais conhecedoras do mundo que as rodeia. Esse fator faz com que sejam cada vez mais exigentes nas relações que estabelecem, seja com outas pessoas seja com organizações. Ganha cada vez maior importância a REGRA DE OURO, que todos aprendemos em criança “Não faças ao outro, o que não gostas que façam a ti”.

A tecnologia existe e tem demonstrado uma importância crescente:
– na democratização da informação;
– na aproximação das pessoas, criação de redes e plataformas colaborativas;
– no aumento da velocidade com que é possível realizar tarefas, desenvolver trabalho conjunto,fazer progredir o conhecimento;
– na realização de tarefas repetitivas;
– na atratividade que é capaz de garantir a tarefas que antes poderiam não ser tão atraentes (ex: eu utilizando o WiiFit para fazer exercício).

Quando juntamos pessoas e tecnologias notamos uma mudança clara nos hábitos das pessoas:
– Cada vez mais as nossas decisões são tomadas pela informação que nos é partilhada por outras pessoas como nós.
– Estamos mais ligados à Internet – usando mais o facebook, o youtube, o twitter ou o skype do que o e-mail.
- Estamos aumentando a nossa aposta na realização de “transações” na Internet, seja comprando, seja pensando de forma mais global quando decidimos encontrar o produto ou serviço o que mais nos convém;

Feita uma rápida (e superficial) análise de alguns tendências que achei importantes para ajudar a contextualizar o meu ponto de vista, está na hora de regressar ao início do meu pensamento.

Autores como John Seely Brown e Tom Vander Ark, defendem que o Professor tem de ser capaz de assumir uma nova atitude, não é mais o único detentor do conhecimento e, não pode querer que os alunos tenham que adquirir novos conhecimentos de acordo com as suas preferências. Estou a ultimar as minhas aulas e, o foco será o aluno e a sua realidade!

As aulas expositivas estão a ser transformadas em curtos vídeos (espero que sejam atraentes) que abordam os principais conceitos, definições e algumas reflexões sobre a matéria. Os livros continuarão a ser muito importantes (mas todos podem ser descarregados para um tablet). O youtube e o twitter serão importantes fontes de informação. O blog será uma ferramenta de “avaliação” always beta.

A sala de aula, será um laboratório de projetos, partindo das principais tendências do nosso tempo e, fazendo uso de conceitos teóricos nascidos do estudo de casos práticos, construiremos o projeto individual de cada aluno.

Nem tudo correrá bem à primeira, exigirá muito mais trabalho e dedicação de professor e alunos mas, tal como empresas como a Google nos ensinam todos os dias, estamos no século do “always beta”.

My homeland is the Portuguese language

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My homeland is the Portuguese language

I am writing this post a few days after finishing another visit to Brazil.

Were:

- 40 days and 39 nights;

– Thousands of kilometers traveled (air and ground);

- 8 States visited (Amazon, Ceará, Federal District, Paraná, Pernambuco, Sao Paulo, Rio de Janeiro and Rondônia);

- 8 Cities Visited (Sao Paulo, Foz do Iguacu, Brasilia, Manaus, Porto Velho, Reef, Fortaleza and Rio de Janeiro);

- Meeting with Secretary of State for Higher Education and the President of the INEP;

- about 50 meetings and visits to organizations (Technology Parks, Universities and other Higher Education Institutions, 1 University of the Third Age, 2 hydroelectric dams, Embassy of Portugal in Brasilia, Start Ups, Google Brazil, Ticket Brazil, etc.).;

- 3 lectures (Manaus, Porto Velho and Rio de Janeiro);

- 1 dinner at the Academy of Codfish (Brasilia);

- 2 beach days.

It was also the opportunity to review some friends and meet great people who welcomed me so spectacular and showed willingness to work on building joint projects.

but, was mainly an opportunity to increase my belief that there is still much work to be done in partnership with organizations of the Portuguese language.
I believe this union will be beneficial to a greater presence in the global world.

There is the capacity of organizations to respect their differences in, find ways to join forces and are always striving to be interesting and interested.

I try to do it. I hope to be sufficiently interested and interesting to bring together the stakeholders and partners to build interesting projects with them.

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Create Value

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Create Value, but as? That way? These are probably questions that arise for most of us, citizens and organizations in the century 21.

In that respect me and, In respect of projects where I get involved, they all try to help them reach the highest level of value creation constructive, associating the creation of economic value to social value and community value.

Economic Value. The value perceived as fair, by all parties envolved as, in terms of economic return compared to the satisfaction of a need, the degree of involvement and the quality of services and products offered.

Social Value. Projects must provide contributions to the sustainable development of organizations, based on the development of products / services better for people. What also increases the value that society attributes to the organization.

Value Community. For a project to increase their levels of sustainability, should have a component focused on the development of the local community where we originate or what we are working.

think this, an excellent example to illustrate what I intend to convey. As parcerias que a PepsiCo. establishes with farmer cooperatives in Mexico, seeking to create:

1. Social Value: It seeks to develop healthier products for consumers (logo for the company because it will reduce the damage caused by the ingestion of foods with very high fat content); contributes to the decreased production of marijuana.

2. Value Community: helping to create jobs in local communities and reducing illegal immigration.

3. Economic Value: for farmers who can sell their products directly to Pepsi and a fair price; for the company because it saves on transport and ensures access to products that meet their degree requirements free of fluctuations in prices.

Not being an easy task, believe “secret of success” for the creation of constructive value resides not only in creativity, but also, the ability to create deep bonds of transparency, and confidence, among all stakeholders and a focus on earnings (shared) long-term.

Valentines Day

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Valentine's Day it´s our day!!
Inspired by a blog post from Sasha Dichter I am writing this post, with a single goal:

Tell you that today I feel I've done my job in, the collective effort of creating a better world (each one of us contributing with its share of responsibility).

What about you, have you done your part?

Customer loyalty

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Customer loyalty is not by chance, is a process of conquest!

Everything starts with a good quality product, that must be added a service (customer focused) high quality and that is built through actions often unexpected.

Look what happened to me:

Thin enough (by choice and willpower), what brought me to swap the sizes of my clothes. For the above reasons, I am customer of Carolina Herrera (sorry for advertising, but those who work well should be praised), and when I went to buy new clothes told me I could take my facts (suits for me who is reading in Brazil) to tighten.

Today I decided to do it, Carolina Herrera went to El Corte Ingles (Vila Nova de Gaia) and not only me are tightening the facts (Suits), also undertook to pay half of the arrangements.

Unfortunately this attitude, of concern for the well being of the client, is not as unusual as it should. Nobody told me to lose weight and, (common sense) tighten the facts (Suits) My only problem would be a.

But not, the brand that I am a customer decided to care about me.
It was worth?
If I was faithful, from today I will be even more.

Case Studies

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This is Christmas, time that traditionally offer gifts to love most. Not wanting to escape tradition, I share with you some of the best examples of Constructive Capitalism.

To all a great Christmas.

Umair Haque

It was while reading a post Umair Haque (Director do Havas Media Lab), I first heard on Constructive Capitalism. Here's what Haque argues that this new type of capitalism.

Case Studies

Anchoring on the importance of private, I believe that constructive capitalism should be defined as the set of practices that can create, simultaneamente valor competitivo e valor social.

Marks & Spencer

In the early 21, a Marks & Spencer (M&S), was in a very difficult situation (hotly contested by the communities where the company decided to close its factories for textile production, Objections have been found, in fruits and vegetables marketed, pesticide residues harmful to health). This situation changed, when they decided to adopt sustainability as a strategy and launched its “Plan A”. In this video, Mike Barry “Head of Sustainability” M&S, explains what the “Plan A” and how the company has gained with its implementation.

Plan A, Because There is No Plan B – Mike Barry, Marks & Spencer from Sustainable Brands on Vimeo.

Banco Santander Brazil

Fabio Barbosa, President of Banco Santander in Brazil, demonstrates this presentation at the event TEDxSP 2009, how banks can be important actors in constructive forms of capitalism.

Grameen Creative Lab

World famous for microcredit, the Nobel Prize for Peace 2006, Muhammad Yunus, is, currently, working with some of the most prestigious multinational companies (Danone, Adidas, Veolia, BASF, Intel). Together, through the Grameen Creative Labs, companies that are creating, demonstrate in practice, how the private sector can help eradicate some of the major global challenges.

Wealth Base of the Pyramid

C. K. Prahalad was a staunch supporter that can only be achieved to improve the living conditions of people in the bottom of the pyramid, if allowed to be full consumers, a market that generates economic value anchored in the development of products and services that meet their real needs. In his book The Fortune at the Bottom of the Pyramid: Eradicating Poverty Through Profits, Prahalad presents several case studies of companies like Microsoft or Unilever GlaxoSmithKline, who accepted the challenge and were successful in this market of billions of people.

For-Benefit Corporations

A business model that has been gaining adherents in the United States of America, As “B-Corporations” use the power of business to help solve social and environmental problems.

Timberland Company

The President of Timberland, Jeff Swartz, sharing their thoughts on the responsibility of creating a more sustainable capitalism and, presents the actions that his company is already developing in this direction.

TOMS Shoes

This is a good example of how the power of business can help solve social problems. Blake Mycoskie created a company that for every pair of shoes that sells, offers a couple of children who lack financial resources to buy. With this gesture, a TOMS (Tomorrow shoes) prevents thousands of children are condemned to live a life marked by severe infections and other social problems.

Acumen Fund

in 2001, Jacqueline Novogratz, who founded the Acumen Fund, joining the compassion characteristic of the philanthropic project management rigor that must have a project geared to succeed in the capitalist market, and supports (through the patient capital) business projects that are able to transform the realities of millions of people.

The Boston Beer Company

The Boston Beer Company practice philanthropy in a strategic way, channeling their resources (finannceiros, human and corporate) to create community impacts.

IBM Corporation

Lithium Status, Vice President for Corporate Citizenship and President of the IBM, presents some of the characteristics that make a company of IBM Constructive Capitalism.

Starbucks Corporation

Starbucks Experience, has demonstrated that its engagement with communities is not only correct the ethical point of view, it is also an excellent business strategy. So, their presence within communities, is a reality, not only, in the vicinity of their premises,www. in regions where coffee is produced marketing.

A better capitalism

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A better capitalism is needed and depends on us all. A constructive capitalism, based on practical actions that result in competitive & social value creation.

As we approach a new year that generally are committed to change something in our life, share good examples of people and organisations that practice constructive capitalism.

Fabio Barbosa

Fabio Barbosa, President of Banco Santander in Brazil, demonstrates at TEDxSP 2009, how banks can be important actors in constructive forms of capitalism.

Jeff Swartz

The President of Timberland shares his thoughts on the responsibility to create a more sustainable capitalism and, presents the actions that his company is already developing in this direction.

Entrepreneurship Customer Service

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Entrepreneurship should be based on exemplary customer service. In a recent post on Integrated Entrepreneurship, I addressed the issue of entrepreneurship and asserted that, to succeed, any business project needs to focus on people.

I strongly, believe, that if the company does everything to become a “customer service company” it will be successful!

I share with you a , DIY list “of best practices” from two recent readings “that present practical case studies from companies that exist to"serve the customer".”.

From the book I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad

Customer Service Companies, take 5 key decisions:

They believe in their costumers!
Ending complicated rules and policies that, create bureaucracies and erect barriers between them and consumers;

– What degree of trust is placed on customer service that, allows them to make decisions for the good of the consumer?

– All rules are needed?

– The selection process is rigorous enough to allow you to be free to trust the people you hire?

– Does your company have an intrinsic relationship of trust with customers?

Have clear purposes and, are transparent!
Investing time to clearly define what people can expect from the company. This must be the reason why consumers choose to be customers.

– Their actions are in line with its purposes?

– If you ask 10 people what the purpose of your company is, how many answers will you receive?

– Customers share your story?

– Do you select employees able to "serve" in accordance with company purposes?

– What influences the decision-making in one way and not another?

Decide to be real!
The relationship is between people who share the same values and who understand the weaknesses, peculiarities and spirit of each one.

– While customer, would you want to read your contracts, messages and accounts?

– How are customers greeted when they call the company?

– People are guided or given a script that they must follow?

– You discuss customers or contracts? Security policies or family?

Decide to be present!
What increases the work because, implies be always "searching" where the customer needs us, in their conditions.

– Begin with the client and not the product.

– They try to imagine the lives of its customers.

– Understand customers' lives and can propose improvements.

– Are clear in their intention to deliver solutions to suit customers' life.

– Build your experience from the standpoint of the customer.

– Customers can rely on their practices and operations.

– Their meetings are spent discussing the lives of customers and not sales targets.

They decide to apologize.
The way a company responds in adversity reflects his humanism and shows their true identity. Grace and wisdom make them accept their responsibilities, without leakage or fight back with accusations. A good apology serves to rekindle the emotional bond with customers.

– Be Genuine.

– Restores the confidence of being associated with them.

– Honoring those who were harmed.

– Provide explanations for what happened and work to solve the problem.

– Be gentle and humble.

They teach through the examples they give!
When taking decisions they focus at the moment of contact with customers.

– They “work hard” not to lose their personality in the products they sell and the service they provide.

– The interactions with the client are great opportunities for your personality to come up.

– They go through ups and downs, but, have no problem sharing their failures with customers.

From the book Delivering Happiness: A Path to Profits, Passion and Purpose

To create a CUSTOMER SERVICE COMPANY follow these 10 steps

1. Customer service is everyone's responsibility.
2. Make WOW become a verb that is part of everyday business vocabulary.
3. Trust and give strength to the employees responsible for customer service.
4. It's ok to "fire" greedy clients or that abuse employees.
5. Do not measure the duration of telephone calls. Do not force employees to sell. Do not create scripts for call center.
6. Do not hide your phone number.
7. See each telephone call as an investment in building a brand of customer service and not as an expense that is necessary to minimize.
8. Tell stories about WOW experiences to everyone in the company.
9. Find and hire people who are passionate about serving the customer.
10. Provide excellent service to everyone: clients, employees and vendors

Well it's all for now. Let me try to create my own WOW services!