Orchan Consulting | Asia Sdn Bhd

I decided to join Orchan Consulting’s Directors, Craig J Selby and Farrell Tan for lunch this past week, to discuss a few ideas on the broad topics of change management, crisis management, and reputation management – core foci to Orchan’s areas of expertise. 1. What is your take on the importance of change management strategies within a business?  CJS: Having a strategy, even if it is fluid in its approach, is always important. Change is always going to be hard, and its important to be aware of ramifications of each possible action. It doesn’t mean you shouldn’t take that action; it just means that you are better prepared. The old saying, “you cant please 100% of the people 100% of the time” will always ring true; hence, ensuring that there is a strategy and a direction to changes being undertaken is essential. Do all strategies work out? No! That does not mean the strategy was wrong – resistance to change is often greater than one can imagine. It just means...

My 5 Cents Worth   A few years back I was friends with a guy who managed a couple of F&B outlets as part of a bigger local chain of restaurants. I used to enjoy eating at the chain as the food was consistent, decent, well-priced, and of course, accessible to my home.   Late afternoon one day, I went to pick up some take-away for my dinner from an outlet I didn’t go to that much. The duty manager, as was the SOP, ‘manning’ the till (cash register), taking customer orders and processing payment. My bill: RM 19.95. I handed over my not-so-crisp RM20 note, and awaited my receipt (always ask for a receipt) and my change.   I got a receipt, but not my 5 sen (cents).   Duty manager shuffled off to get my order from the kitchen. When she returned with my order, I asked “where was my change”?   “Its only 5 sen lah, why do you care?” was her response. To which I gave her a very direct response: “Because it’s MY 5 sen and not yours”. She kept trying...