Monday, May 7, 2012

Profile Of A Bully

To enjoy a long and successful career, a skilled bully must disguise his true character. To accomplish this, his behaviors must conceal his bullying nature while unfairly exploiting others.

These subtle but powerful tactics are at the heart of his arsenal. They are dangerous because they tend to remain unrecognized. And even if you perceive the subtle pattern of bullying behavior, others probably won’t. You may conclude that the patients are running the mental hospital. Overwhelming evidence, based on a pattern of bullying revealed by these hidden traits, points to a bully engaged in treacherous behaviors.

Hidden bullying traits

There is rarely an easy solution when you’re dealing with a well-established, highly skilled bully, but the initial steps are always the same: study his behaviors and learn to understand him. Only by recognizing his hidden traits will you have any hope of effectively fighting back.

1. Charming

A skilled bully charms others to gain their trust. He exudes warmth and friendship as he smiles and tells jokes and stories, or flatters those around him. He makes you feel important by offering attention and approval.

His charismatic personality provides an excellent disguise, resulting in most people readily accepting the fiction of his good intentions rather than the reality of his self-serving nature. Because of the power of this disguise, charisma in a covert bully often leads to outstanding success, as can be observed with numerous public figures.

2. Obsessed with image

A skilled bully is obsessed with how things appear to others, even to the point of believing that outward image is more important than underlying reality. He knows that to prevent others from discovering the disturbing truth about his character, he must use words to create an image of integrity, teamwork and leadership.

His obsession causes him to overreact to actions or comments that he believes are a threat to his carefully crafted image. For example, he misinterprets a respectful and well-intentioned suggestion about his department as an accusation of managerial incompetence, causing him to erupt in anger.

3. Distorts truth and reality

A workplace bully never lets the truth stand in his way, but instead creates his own reality, with him as the hero and others as the villains. In this parallel universe, his distortions and deceptions lead to false conclusions, which in turn become recognized as common knowledge. He boldly repeats these fraudulent “facts,” acting astonished that anyone continues to deny their truth. But the only real truth is that he is intentionally misleading others.
Suppresses the truth
A bully misleads people by omitting significant information that would explain the situation and reveal the underlying reality. When you counter with a fact-based explanation, he misstates and belittles your viewpoint.
Presents hearsay as fact
Because facts aren’t on his side, he quotes hearsay as important and authoritative. He misquotes others, or misrepresents their meaning, then claims they support his ideas. Or he manipulates a co-worker into making a critical remark about his opponent, then quotes that remark as “evidence.”
Distorts facts and their meaning
A bully accurately describes the details of an event, but then distorts the interpretation. Perhaps he slips in an inaccurate detail, or innuendo about your motives, that changes everyone’s perception of the event. Or he depicts a conversation with you differently than it occurred, causing others to believe you are confused or self-serving.

A bully’s goal is to create a new reality that puts a positive spin on his behavior and intentions, while implying the worst about the behaviors and intentions of his opponents. This makes him appear reasonable and constructive, while his opponents appear unreasonable and destructive.

4. Evasive

A workplace bully can be very slippery when he needs to avoid the truth at all costs.
Avoids the truth about his behavior
An evasive bully never gives a straight answer about his bullying behavior. He denies his self-serving intentions and acts confused by complaints about his mistreatment of others.

When complaints about his behavior persist, he questions the motives of the complainer. If asked to explain the rationale for his behavior, he angrily refuses, perhaps becoming belligerent. Or he flatly denies the specific charges of bullying, rejecting any facts as fabricated by a vengeful, biased complainer (that is, the target of his bullying).

Alternatively, he justifies his bullying behavior as needed to achieve positive goals, or mischaracterizes his aggressive behavior traits as valid leadership qualities.
Never honest and constructive
An evasive bully is never straightforward, never tells you his hidden agenda and never reveals his innermost desires. He would never consider making an effort to fix a relationship by changing his behavior. If there is an obvious conflict with you, he prevents it from being surfaced and resolved openly, preferring to undermine you behind your back.
Attacks you when you confront him
When you tell a bully face-to-face that his behavior is inappropriate, he tends to minimize your complaints by saying the only problem is with your lack of understanding. In other words, you just don’t comprehend the situation. He may use a more condescending approach by accusing you of being overly sensitive, or by declaring: “You don’t get it, do you?”

Alternatively, he sidesteps your on-target criticism by acting hurt. For example, if you confront a rumor-mongering bully, he tries to make you feel guilty by saying: “I can’t tell you how much it upsets me that you would actually think I spread that nasty rumor about you.”
Shifts the focus to others
An evasive bully asserts that the problem is with others, not himself. By criticizing you, he avoids discussing his own behaviors. Or he accuses you of behaviors far worse than his, saying that you triggered his bad behavior because you created a situation in which he had no choice but to behave the way he did. He may even claim he is the one who is being victimized (another hidden behavior trait).

5. Plays the victim

A bully acts like a victim in order to manipulate others into submitting to his desires. This can be a very effective technique in a company that emphasizes trust, respect, teamwork and fair treatment of others. in effect, he is abusing the virtue of his fellow workers, much like a con man steals from good Samaritans.

When a bully is playing the victim, you may hear statements like these:
“You betrayed my trust in you.”
“You deserted me in my hour of need.”
“You hurt me when you did that.”
“You hurt my feelings when you said that.”
“Go ahead and enjoy yourself. I’ll be okay. I don’t mind.”
“I work really hard for the company. How can you be so selfish?”
“How could you do this to me?”
“I thought I could count on you.”
“I thought we had an understanding.”
“I thought we were friends.”
“You caused my pain, and now you’re making it worse.”
“Why are you ruining it for me?”
“Don’t you want to help me succeed instead of standing in my way?”
Here are a few ways a workplace bully plays a victim:
Exaggerates the impact of your actions on him
He claims your actions caused him significant pain and suffering, and that you don’t care what happens to him. His intention is to make you feel guilty. His hidden message: “Save me from my pain by doing what I want.”
Focuses on past and future victimization
He repeatedly mentions your past actions that hurt him, particularly when he wants to manipulate you into going along with his plans. He never seems to get over things; even long after the event occurred, he reminds you of the pain you caused him. And he makes it clear that if you don’t do what he wants, you will once again hurt him.
Uses his victimization to avoid changing his behavior
Rather than change his own behaviors, he continues in the role of victim until you accommodate his demands. If you complain about his manipulation, he acts saddened and shocked by your criticism, saying you now have to earn back his trust (which also implies earning back his friendship and support).

In the role of victim, he makes it clear that he is always the one sacrificing for the greater good, and that others have exploited his good intentions. He says he is tired of doing all the compromising. When you try to reason with him, he becomes angry and indignant, perhaps even announcing that he isn’t going to be so polite in the future. If anyone suggests his behavior is over the top, he becomes outwardly belligerent, claiming that no one appreciates the important things he does for the company, the sacrifices he makes and the pain he suffers. If more than one person points out the absurdity of his claims, he becomes furious as he declares that everyone is ganging up on him.

6. Self-righteous

In order to conceal his corrupt character and ruthless ambitions, a workplace bully claims the moral and ethical high ground. alternatively, a delusional bully may actually be convinced he possesses superior virtue, and that his noble objectives fully justify deceiving and mistreating others. Either way, his self-righteous manner is a constant force, often leading to bullying behaviors.
He is good, others are bad
A self-righteous bully implies he is a good person, but others are ill-intentioned and devious. He tells stories that demonstrate his own goodness and highlight the questionable motives of others.
Superior character
A self-righteous bully describes himself as exhibiting the best moral, ethical and intellectual qualities, implying that others don’t share his high standards. He uses distorted examples or makes off-hand remarks in order to suggest that others have shaky ethics or morals.
Superior motives
He characterizes his intentions as highly unselfish, while suggesting that others are seeking their own selfish ends. He suggests that unlike others in the company, he has the employees’ best interests in mind.

When speaking at a meeting, he appeals to nobler motives, which of course coincide with his own objectives. In order to show he is more devoted to the company than anyone else, he quotes the company’s vision and values.

He uses highly aggressive phrases to intimidate you with his superior motives, such as:
“Stop being so selfish.”
“Why are you being so selfish?”
“Why are you being so mean-spirited?”
“Why are you being so stubborn?”
“You’re only thinking about yourself.”
“You need to put the company first instead of always thinking about yourself.”
If he says “You know I would do the same for you,” it is probably an attempt to manipulate you through guilt rather than to offer a fair exchange of cooperation.
Superior commitment
A self-righteous bully tells stories that demonstrate his extreme commitment to the company. He describes his long hours and personal sacrifices, then suggests others lack commitment. He readily embraces the role of martyr for the company, never acknowledging that his bullying tactics created inefficiencies that necessitated his excessive hours.
Superior performance
He brags about his consistently superior performance. When he is forced to admit a mistake, he makes a big deal about it, both to highlight the fact that his mistakes are very rare and to demonstrate his supposed humility. If a self-righteous bully is sufficiently delusional, he may even take pride in his humble nature.

7. Pompous

A pompous bully pretends to be a strong leader, when in fact he is a smug, self-satisfied, self-important, pretentious, bombastic, ego-absorbed, ego-indulgent braggart. These elements of his personality are a major cause of his manipulative and overbearing approach to dealing with others.
Inflates himself
He constantly exaggerates his own importance. He attempts to look as powerful as possible by telling stories that highlight his cleverness and accomplishments. He acts like a know-it-all by claiming superior knowledge and experience on most topics. Of course, he never admits mistakes and never apologizes, unless to prove how rarely he makes a mistake.
Demeans others
He doesn’t treat you as an equal, but instead acts as if you are unimportant and powerless. He is condescending in words, tone of voice and mannerisms. He seems to enjoy feeling superior to you.
Prima donna
A successful bully may develop a conceited view of his role in a company, at times acting vain, moody and unpredictable. He can be very dramatic about things that affect him.

For example, he acts as if his department is the most important, demanding that the company treat his projects as a priority. He demands an important title or a better office, regardless of whether it is fair to others. When asked to contribute to a team effort, he refuses to follow the leadership of others, most likely because he considers them inferior in wisdom, judgment, intellect and experience. And far less important than him.
Meeting hog
A pompous bully often exploits meetings to pump up his ego. When he is speaking, a major objective is to demonstrate his superior intellect. Using high-sounding phrases, industry lingo or obscure technical references, he lectures others on the best way to accomplish things. He speaks extensively about his successes, even when others were primarily responsible. Grandstanding is second nature to him.

When he is talking, he demands the full attention of everyone in the room, perhaps using an overly dignified tone of voice to command respect. But when you are talking, he is intentionally rude in order to show your unimportance. For example, he fiddles with his cell phone, holds side conversations with the person next to him, or reviews documents and make notes about something unrelated to the meeting.

He may also attempt to control the meeting agenda, even to the point of wasting everyone’s time on items of exclusive interest to him. In his vanity, he believes his obviously superior ideas and opinions justify his domination of every meeting he attends.

8. Hypocritical

A skilled bully finds it expedient to openly claim beliefs, feelings and virtues that he doesn’t actually possess. Then regardless of his true attitudes, ethics, morality and intentions, he can influence others without arousing their suspicion.

A hypocrite despises those whom he deceives, but has no respect for himself. He would make a dupe of himself too, if he could  - William Hazlitt

Essentially, a hypocritical bully’s spoken philosophy doesn’t match his underlying beliefs. Due to this contradiction, his hypocrisy becomes readily apparent to those working closely with him.

However, the rest of the company is usually unaware of his duplicitous nature, instead accepting the positive image he cleverly manufacturers.

For example, he preaches mutual trust, but betrays your trust in him. He preaches teamwork at the same time he undermines you. He conceals his activities, but attacks you for not publicizing yours.

He glosses over his mistakes as insignificant and not worth discussing, but exaggerates your mistakes, bringing them up again and again. He is a loose cannon, but complains when you show independence and initiative.

If you work with a hypocritical bully long enough, you will discover that there are no limits to the ways in which he can reveal the contradiction between what he says and what he does.

9. Two-faced

There’s nothing quite like that moment when a charismatic bully first shows you his true colors. From that moment on, everything he says and does seems like a fraud. You begin to wonder how you ever believed his deceptions. But then, looking around, you realize that everyone else continues to be taken in by his act, as if they are hypnotized by the sound of his voice.
Welcome to the strange and dangerous world of a two-faced bully.
Deceitful behaviors
A two-faced bully outwardly pretends to support you while secretly undermining you. His warm personality or soft-spoken manner hides his destructive intentions, including a take-no-prisoners attitude should you oppose him. After lulling you into complacency, he verbally stabs you in the back, usually when you least expect it.
Public vs. private words
A two-faced bully is positive and supportive in public, but negative and overly critical in private. Others sing praises of his virtue, vision, good humor and leadership, while you are suffering from his frequent attempts to intimidate and belittle you.

Don’t be too surprised if you’re the only one who recognizes the two-faced character of a workplace bully. He has spent years perfecting his technique.

10. Rumor-monger

Let’s say you are standing your ground against a particularly nasty bully and he decides to bring out the big guns. Before you know it, you overhear co-workers belittling you in a private conversation. What happened?

There is a good chance you have been the target of rumor-mongering. Although a bully commonly undermines you behind your back to reduce your power, he spreads damaging rumors when he wants to weaken you permanently. These range from inaccurate criticisms of your character to malicious accusations of wrong-doing.
Attacks your character
By frequently repeating unwarranted negative comments about you, he tries to set perceptions before you can explain your actions. Over time, his persistent attacks can undermine your reputation and convince others that you are bad for the company.

To accomplish this, he unfairly criticizes you behind your back by giving an inaccurate account of a recent event. He attacks the quality of your work, without any factual basis, by giving noteworthy or humorous examples of your mistakes. He implies you have bad intentions by misquoting you, or tells stories that wrongly characterize you as lazy, incompetent, dishonest, destructive or misguided. He may even suggest you have personal or emotional problems.
Uses distortions and lies as he spreads rumors about you
A rumor-monger treats half-truths and hearsay as damning evidence. He distorts the meaning of comments made by others, thus converting innocent observations into harsh criticisms. He repeats statements from obviously biased sources, prefacing the rumor with praise of the source’s character. If necessary, he even makes up lies about you.
Spreads malicious rumors about you
At his most diabolical, a bully suggests you are immoral, depressed or even suicidal. He misrepresents or exaggerates actual events in a manner that implies the worst about your behavior. Through his distortions, he leads others to very harsh conclusions, effectively destroying your reputation.

It’s hard to believe someone would stoop so low, but like most of the bullying traits described on this website, I witnessed this first-hand: the bully distorted the meaning of recent events to support his conclusion that another executive was suicidal, helping justify the bully’s power grab.

11. Passive-aggressive

A workplace bully may be aggressive towards you by things he doesn’t do. By not doing something that would normally occur, he can insult you and weaken you, with a potentially serious impact on your ability to move forward with your career.
Uses the silent treatment
When a passive-aggressive bully can’t get his way, he sulks instead of confronting issues honestly and fairly. He closes his office door more often than usual, he doesn’t return phone calls and he avoids talking with you. At meetings, he is unusually quiet, but his disappointment is obvious from his silence. His intention is to make others feel guilty and to interfere with company operations, ultimately causing others to submit to his demands.
Excludes you from social interaction within the company
When he is unhappy with your behavior, he intentionally excludes you from social gatherings or recreational events that he has arranged, either after work or on weekends. During company functions or retreats, he excludes you from impromptu get-togethers or activities during free time.
Cuts you out of the loop
At his worst, a passive-aggressive bully keeps you in the dark about new strategies, projects and clients, perhaps by excluding you from office communication (email, meetings, informal conversations, lunches). He effectively exiles you from his department, possibly resulting in your
termination.

Through methods like these, passive-aggressive behavior represents one of the most diabolical forms of workplace bullying.

12. Pretends to care

A workplace bully can be particularly dangerous when he is pretending to care about you and others in the company. Most people are taken in by his displays of enthusiasm and affection, never considering that he is concealing a shrewd, self-serving nature. The bully exploits this naivete to his advantage.

Despite the caring exterior, his underlying goal is to control you. He attempts to manipulate you through “caring” statements like these:
“I’m doing this for your own good.”
“I only want what’s best for your career.”
“I don’t know why others think you’re incompetent; I like you.”
“You know I respect you, but you have lost the respect of others.”
“I know you’re smart, but when you did that, people looked at you as foolish.”
“I don’t care if everyone else thinks you’re incompetent; I believe in you.”
Here are a few ways a bully attacks you under the guise of pretending to care:
Undermining you in front of others
A bully claims to be your best friend in the company, but undermines you at meetings or in conversations with others. he tells others he wants you to succeed, but your “lack of maturity” is holding you back. He stereotypes your personality type or suggests you have emotional problems, and then acts very concerned for your well-being.

Through these tactics, he is trying to gently persuade everyone that he is a true, caring leader, while you are inconsistent and unstable. He may even report that during a performance review, you became angry and denied you have serious problems--yet another sign of your emotional instability.
Belittling you in a “friendly” manner
A favorite technique of a skilled bully is to belittle you while pretending it is camaraderie, thus concealing his destructive behaviors under an exterior of charm and friendliness. For example, he tells a story about your serious but somewhat humorous mistake (an exaggeration or misinterpretation), perhaps adding that he rescued the situation, then treats it as good-natured kidding.

If you confront him with his belittling comments, he tells you to “lighten up”, that he didn’t mean any harm. Many healthy relationships contain a large quantity of good-natured teasing, of course, but a bully intentionally crosses the line into damaging personal attacks. And he does all this while pretending to care about you.
Overly harsh criticism
A bully’s criticisms (euphemistically called “friendly advice”) are rarely constructive. Lacking empathy, he doesn’t recognize the challenges you face, particularly when his behavior impedes you from successfully performing your job. He never suggests real-world solutions to your daily problems. Also, he doesn’t balance his criticism with an acknowledgment of your skills, hard work and value to the company.

At times, he tries to overwhelm you with criticism, accumulating a long list and unloading on you all at once. And any compliments he gives you are insincere and are usually followed by inappropriate and unfair criticism.
Outright slander
at his most treacherous, a bully offers to give you helpful feedback, then makes a malicious statement about you. In effect, he treats nasty gossip as legitimate for the purpose of hurting you. Although he claims that his frankness is for your own good, his intention is to shock you into changing your behavior to meet his demands. He doesn’t care if he destroys your self-confidence in the process.

Sunday, May 6, 2012

Syarikat Takaful Malaysia Bhd

Syarikat Takaful Malaysia Bhd (Takaful Malaysia) has delivered a strong set of results in 2011 with profit after tax and zakat (PATZ) of RM76.4 million, representing a 98.4 per cent improvement compared with annualised 12 months period ended Dec 31, 2010. The significant improvement in profit was largely attributable to the improved investment and underwriting results along with strong business growth.

At the 27th Annual General Meeting (AGM) held yesterday, Takaful Malaysia’s shareholders approved the final dividend of 10 per cent single tier in respect of the financial year ended Dec 31, 2011 amounting to approximately RM16.3 million.

“For the past 12 months, Takaful Malaysia’s share price has increased tremendously from RM1.39 in March 2011 to RM3.96 on April 30, 2012,” added Datuk Mohamed Hassan Kamil, group managing director of Takaful Malaysia.

Takaful Malaysia has improved its market share of total takaful contribution to 20 per cent from 15 per cent in 2010. The total contribution consist of 60 per cent of family takaful and 40 per cent for general takaful.

Based on Insurance Services of Malaysia (ISM) 4Q2011 report, Takaful Malaysia is the only operator among the top three players, which recorded a growth of 43 per cent and increase in market share by five per cent.

With the impending implementation of the Risk Based Capital Framework, it is possible that the industry may witness a round of consolidation between smaller takaful players. If this development takes place in 2012, there will be bigger but fewer players to contend with. This may augur well for Takaful Malaysia to further grow its market share moving forward.

“Takaful Malaysia’s existing products portfolio are well positioned to tap the many opportunities going forward. Our growing image and acceptance for our products and services as well as improving customer service levels will hold us in good stead to compete effectively in the market place.

“We are looking into various strategic initiatives to grow our market share amongst others are marketing and branding, IT strategy and ‘customer centric’ value propositions,” expressed Hassan.

As for marketing and branding, Takaful Malaysia had recently launched the ‘We Should Talk’ campaign which marks an aggressive effort to engage and connect with its potential clients and investors.

The ‘We Should Talk’ campaign is targeted towards creating awareness of takaful or Islamic insurance and the value added benefits of takaful with the profit sharing concept compared to conventional insurance especially on the 15 per cent No Claim Rebate offering for all Takaful Malaysia’s general takaful products.

Takaful Malaysia is the first and only takaful operator in the country that offers this benefit, and had been consistently refunded 15 per cent of the premiums paid if no claims are incurred during the coverage period.

We will also look to enhance our distribution channels to boost sales. The ability to reach customers nationwide is crucial and we will continue to improve our capability and capacity in this area.” The Economic Transformation Programme (ETP) is also likely to have a potential positive impact to the insurance and takaful industry at the end of 2012.

The multiplier or cascading effect of this is income creation, sale and purchase of properties, hiring of employees, loans and other activities; most of which will require insurance coverage.

The government has also expressed its intention of increasing the Gross Domestic Product (GDP) for life insurance from the existing 2.8 per cent to 4 per cent (75 per cent of population) by 2020 via the various ETP based initiatives.

We Can Learn From US Experience

“Now the public become more educated. Due to books, maga­zines, newspapers, radio and television, consumers eventually learn to shop for life insurance. They learn something about dif­ferent types of policies.”

The above statement was taken from Norman Levine’s book, ‘From Life insurance to Diversification’ and the author was describing the US insurance market in the mid 1970’s. The only mass media not men­tioned above by the author was the internet. In a way, the market in Malaysia is 35 years behind the US market. And as the world wide web is democratising the flow of information and empowering the consumers further, we are going to see the pace of change picking up in Malaysia.

Similarities of US market in 1970s and present Malaysian market:
The author also remarked that the life insurance agents in US at that time quickly learned they had to provide their clients with good products at fair prices or, at the very least, they would lose sales: at the worst, they would lose established trust and continued relationships with existing cli­ents. Difficult ethical and moral decisions

This created very difficult ethical and moral decisions for the good agents. They felt a commit­ment and loyalty to the companies that had recruited them, trained them and provided them with the necessary facilities to function.

On the other hand, they felt their first and primary responsibility was to their clients. The agent’s conflict became intense because it was sometimes not in their clients’ best interest to recommend prod­ucts available from their primary life insurance company.

During these transitional years many agents were forced to choose between the clients and the com­pany in many sales situations. The bottom line result was that more and more business were being placed with companies other than the agents’ primary company. Other agents, to stay competitive, left their primary companies and became independ­ents or develop affiliations with companies that were more competi­tive in the market place.

These were tough times and they were aggravated because the companies that were recruiting, training, and providing signifi­cant agent services were the larg­est and slowest to change.

Many companies made deci­sions, some revocable and some irrevocable, in trying to react to this new economic world. For the life insurance industry cost control became important as, or more than, marketing. Expenses were cut in all areas. Many field marketing organisations were merged and some were closed.

Many presumed the traditional agency system was going to die because of its apparently high distribution cost. Some compa­nies abandoned that system for alternate marketing schemes. Nearly all companies began to experiment with other marketing system even if they maintained their agency network. They were all afraid of being left behind. Agent loyalty, which had already being challenged, deteriorated even further. Some agents asked why they shouldn’t seek alternate companies if their current companies were considering abandoning them as their princi­pal method of distribution.

Adapt or die
In the chapter, ‘Adapt or die’, Levine mentioned that there was a market research project con­ducted by Standard Research In­stitute (SRI) that learned that the typical consumer was confused by a great diversity of problems and solutions. That confusion was compounded when they were approached by people from the different financial persuasions making what were often contra­dictory recommendations.

For example, if a stock broker, or a banker, or an insurance agent, or an attorney or accountant, or a financial adviser analysed their client’s financial position each advisor, from their own unique frame of reference, might well sug­gest a totally different approach to the client’s problem.

Consumer preference for total coordinated solutions
SRI further suggested that a major­ity of consumers would prefer one individual who would be their ‘ac­count exec’ generalist. They would like for that caring individual to overview their entire financial requirements and make a com­prehensive recommendation for a total, coordinated solution.

They further recommended that, despite our current interest in high technology and complex approaches to solutions and prob­lems, the consumer really enjoyed an individual who approach them with high touch rather than high tech. They wanted somebody who cared enough to get to know them very well on a personal level and then respond to their needs and wants, not just from a salesman’s perspective.

Conclusion
In conclusion, the previous experi­ences from the US market could be a good reference point and valuable lessons for life insurance agents in Malaysia today to make their successful transformation from product-focused to client focused financial advisors.

by Lee Khee Chuan. Posted on April 15, 2012, Sunday

Saturday, May 5, 2012

SONY Has Lost Its Way

Sometimes it is useful to be reminded that a great strategy is only great in context.
From the early 1980s and into the ‘90s, Sony was great. The unrivalled master of the consumer electronics world, its name was synonymous with cutting-edge technology, sophistication and desirability.

People had a collective vision back then of a thrilling yet humane future and Sony’s hypercapable, slightly fussy gadgets were its clearest expression. But it was about much more than the Walkman and the Trinitron - everything the company made was of impeccable quality, satisfying to hold and intricately detailed in its functionality.

That last statement is still true today but everything else has changed. Sony still makes exquisite products, but fewer and fewer people get excited about them.

The strategy address recently delivered by the corporation’s new chief executive, Mr Kazuo Hirai, earned press coverage that verged on mocking.

The Wall Street Journal noted that the brand’s “once-sterling cachet has deteriorated”, while The New York Times went further, placing Sony in “a fight for its life” and accusing it of “an astonishing lack of ideas”.

Both observations are correct, but they only hint at the underlying question: Why is the strategy that once served Sony so well now failing so badly? It’s not as if its new cameras take fuzzy pictures or its home stereos fall apart after three months. And the market for consumer electronics is larger than it has ever been.

The New York Times article rightly observes that Sony’s current product line is crowded and confusing, but offering customers a wide array of choices was fundamental to its success in the past.

What changed?

Part of this shift is technological.

Apple’s iPhone — the product often described as getting everything right that Sony got wrong - only comes in one current model and two colours, yet it’s tremendously customisable.

Since the iPhone’s software, rather than its hardware, drives most of the user experience, consumers are not so much using a product designed for them as one designed by them.

This strategy is especially powerful because it replaces a single moment of instant gratification - buying the perfect camera, TV or mobile phone — with dozens of such moments. Every time users install an application or download a song, they experience an emotional impact on par with what they felt when they bought the product.

This suggests a more fundamental explanation for Sony’s troubles: Consumers today care more about experiences, while Sony is still focused on products. It’s been trapped by its past successes.

In the early ‘80s, simply delivering technology in a usable form was still the biggest challenge and Sony got it right before anyone else. The company had an astonishing ability to find the next technical hurdle - a brighter TV, a smaller tape player, an integrated camcorder — and leap over it with grace, before its competitors even thought to try.

In an industrial, product-oriented economy, this was enough. Every year saw new products with unprecedented capabilities.

And as long as each one could do something new, we did not seem to care what kind of experience we had using it.

Plowing through 70-page manuals and fussing with Dolby II and metal/non-metal switches was just part of the deal.

In the experience economy, these expectations are reversed.

Technology is a given and the question “What are the specs?” has been replaced by “What is it like to use?”

Sony’s expertise at making the next great thing has been matched by companies like Samsung and LG, and soon enough they will all be caught by increasingly sophisticated Chinese manufacturers. By not modifying its business model, Sony has been left behind by a world that has changed its relationship with technology.

What is tragic is that Sony still has all the resources to execute well on a new strategy. Its engineering capabilities are impeccable, its research and development resources are highly developed, and it has massive amounts of high-quality media.

The success of the PlayStation shows that it has the ability to deliver a powerful experience through an integrated ecosystem of products and content. But these days, the PlayStation is just another video game platform struggling to keep up with innovative alternatives like the Wii, Xbox and Kinect, and it’s been years since Sony’s other divisions unveiled a real game changer.

What is missing is the strategic vision to emphasise the delivery of powerful and resonant user experiences. Mr Hirai acknowledged several times the need for the company to change, but the goals he stated were still hardware-focused: Sell this many smartphones, that many camcorders.

The user is still missing in this strategy, as is a sense of what Sony stands for and what its vision is for an integrated experience. For Sony, it may be too late.

For other brands, there may still be time to change. Every industry has its Sony, still trying to get ahead by solving a problem that has already been solved. But every industry also has its Virgin Atlantic, its IKEA or its Procter & Gamble: The major player that continues to innovate. Even Microsoft has shown signs of sensitivity to user experience in its latest mobile operating system.

There is nothing magic about innovation, just as there is nothing magic about technology. Both are hard work, but as Sony has shown, all the hard work in the world will not matter if you’re working with a strategy that was framed for an earlier era

Thursday, May 3, 2012

Evolving Distribution Channel

The Shanghai branch of China Life Insurance (Group) Company has signed cooperation agreement with Kedi and Alldays convenience stores for the sale of accident insurance in Shanghai. With the cooperation, the 1,420 Kedi and Alldays convenience stores in Shanghai will sell China Life Insurance's five insurance products, including travel accident insurance and traffic accident insurance, via activation cards.

According to a representative from Shanghai branch of China Life Insurance, the five products currently available in convenience stores have good features like clear insurance responsibilities, low prices, and large insured sums. These insurance products are sold in the form of activation cards, which can be activated via the Internet, short message, or phone calls, making the purchase process easy and convenient.

The representative also revealed that if the cooperation goes smoothly, the company will launch more products to provide more complete services to customers. In the future, customers will not only be able to buy insurance products from convenience stores, they can also pay the renewal fees in convenience stores.

Kedi and Alldays are both convenience store brands owned by Shanghai Nonggongshang Supermarket Group.

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