Claus Möller: Biography and Contributions

Claus Möller He is a psychologist and economist originally from Denmark. He works as a management consultant and is celebrated for his contributions to industrial quality processes. He was named as one of the 9 quality gurus worldwide by the Chamber of Industry and Commerce of the United Kingdom.

He is a graduate of the School of Business and Administration of Copenhagen. He founded and presided over his own company, Time Manager International (in Spanish, International Time Administrator), which provides consulting and training services to large international clients.

Its philosophy of quality focuses on the people who are part of the organization. It also considers that the entrepreneurial culture in the worker is essential to achieve a solid and sustained success over time, based on offering quality to the client; that is, meet your expectations.

Biography

Claus Möller was born on July 12, 1942 in Sonderborg, Denmark. He graduated from the School of Business and Administration in Copenhagen in 1965 and completed a postgraduate degree in 1968.

At the end of his studies, Möller applied to obtain a job at IBM; however, he was rejected because he did not score enough on an IQ test. This experience was key to the development of his philosophy on emotional intelligence in leadership.

President of the Time Manager International

In 1975 he founded the human resources management company Time Manager International, where he introduced his concepts on the importance of people development for the success of a corporation.

The TMI specialized in the empowerment of employees: according to Möller, the quality of a company, rather than its products, falls on the people who control or sell them. This made him popular among the hospitality and tourism turns mainly; It has clients such as British Airways and American Express.

In 2004 Möller bought his shares in the company and went on to engage in consulting individually. He is currently considered one of the most outstanding educators on leadership and human quality.

Contributions

Claus Möller is internationally recognized for the results obtained in the companies he advises. Achieves the fulfillment of objectives such as improvement in quality processes, an increase in productivity and the strengthening of interpersonal relationships.

Definition of quality

Möller postulates that a company can not offer the quality of its products if there is no quality among its staff first. On quality, explains that it is what meets the expectations of the customer. This, he says, is as important as the quality of production of a good or standards in services.

He adds that the quality of a product or service varies depending on the country, since different cultures have different expectations and aspirations. It is even considered that the expectations of the same client can change with the passage of time; therefore, we must think about products and services with the capacity to satisfy diverse needs.

Four basic elements

Productivity

It consists in making sure that all the processes carried out in the company are indispensable and worthwhile. That is, you earn more than these costs us.

Management must concentrate on carrying out its activities efficiently and using resources optimally.

Quality

It should not only build, but also maintain a corporate image that makes the workplace attractive to employees. The quality must be oriented to meet and exceed the expectations of the client. In addition, it focuses on preventing future needs that may arise along the way.

Relations

The company must build and maintain a positive relationship with its stakeholders. Before systems, technology, machinery and processes, people are the most important element in the equation of success. There must be an opening of work between colleagues and team members.

Leadership

The key to being an outstanding leader is having the ability to mix effective management with employees who work together for the same purpose. The behavior of the leader should focus on assigning goals, meeting objectives and having skills developed in communication.

A complaint is a gift

Möller warns that a satisfied customer becomes an agent at the service of the company; not only will you continue acquiring the services and products, but it is also very likely that you recommend them in your immediate circle.

Viewing a complaint as a gift is to thank the client for talking about his dissatisfaction. This feedback gives the company a clue as to what to change or what aspects to strengthen. Complaint mailboxes are actually a window to the client's perspective and expectations.

Statistics show that those customers who do not file complaints simply change providers. Therefore, it is necessary to cultivate in the company a culture that appreciates criticism in a positive way and knows how to value them for what they really are: an opportunity to improve.

Employeeship

The concept of employeeship is an English word game that unites employee (employee) with the suffix -ship , which represents a skill, condition or characteristic.

Möller uses this denomination to highlight the importance of positive relationships among members, since he considers that whoever seeks quality must put people first.

When talking about employeeship It also gives a guideline on what it takes to be a good employee. Management programs and organizational literature talk a lot about how to be a good manager, but rarely mention how necessary and useful a good employee is in tune with the goals of the company.

Although it does not minimize the work of the person who manages, Möller differs from the general agreement on management, being the key positions. For him, the power is in the employee, who is the element closest to the client and is usually the bridge between this and the product. The importance is even greater when it comes to services where contact is direct.

References

1. CMC (2016) Claus' Bio. Claus Møller Consulting. Recovered from clausmoller.com
2. Guerrah, A. (2016) Claus Møller. Academy. Recovered from academia.edu
3. Nascimento, J. (s.f.) Claus Möller talks about human capital. Women of Company. Recovered from mujeresdempresa.com
4. Work and Personal (s.f.) Claus Möller. Human Resources. Recovered from trabajoypersonal.com
5. Valda, J. (s.f.) The human factor in quality. Large SMEs. Recovered from grandespymes.com.ar