Customer Relationship Management At Dell

Customer Relationship Management At Dell Introduction Customer Relationship Management (CRM), as defined by Anderson and Narus, is the bundling of customer strategy and processes, supported by relevant software, for the purpose of improving customer loyalty and, eventually, corporate profitability. Consultants Rigby, Reichheld and Schefter have mentioned the imperatives of CRM as acquiring the right customer, crafting the right value proposition, instituting the best processes, motivating employees, and learning to retain customers. This can be substantiated by studying the particular case of Dell, which has used internet and other direct media to develop an efficient model of CRM. This report will bring out the details of CRM process followed by Dell, and how it has helped in sustaining loyal customers and build customer satisfaction. About Dell Dell is a leading technology company which offers a broad range of product categories, including mobility products, desktop PCs, software and peripherals, servers and networking, services, and storage. As per a Gartner research report based on second quarter PC shipments in 2009, it is the number one supplier (26.0% market share in US) of computer systems in the United States and the number two supplier worldwide (13.6% global market share). The mission statement for Dell is to be the most successful computer company in the world at delivering the best customer experience. Since Dell is a global wide company, its direct approach is relevant across product lines, regions and customer segments.  [1]   Dell is organized geographically into the Americas, Asia-Pacific and Japan, and Europe. The corporate headquarters is located in Round Rock, Texas, near Austin. In the mid-1990s, the company decided that in order to manage a company that was growing at 50% a year, it needed to decentralize decision making rather than try to control everything from the U.S. Therefore, each of the regions has its own regional headquarters (Japan has a separate headquarters), its own manufacturing facilities, and its own IT infrastructure. Ongoing Customer Relationship Management at DELL Monitoring, Evaluating and Reassigning Accounts Dells business activities are organized in each region around different customer segments. These generally include (1) relationship (large corporate) customers, (2) home and small business (sometimes called transaction customers), and (3) public sector (government and educational) customers. This segmentation is evident in Dells product mix, which has different product lines for each segment, in its marketing strategies, which vary by business segments, and in its e-commerce and Internet strategies. For instance, services such as Premier.Dell.com extranets are geared toward large relationship customers, while a more limited set of online services is offered to home and small business customers on Dell.com. For large enterprise customers, Dell maintains a field sales force all over the world. There are dedicated account teams, including field-based system engineers and consultants, which form long-term relationships to create a single source of assistance for their largest customers, develop custom solutions for them and get important customer feedback. There are several programs to provide single points of contact and accountability with global account specialists, special global pricing and consistent global service and support programs. There are separate sales and marketing programs aimed at federal, state and local government agencies, and specific healthcare and educational customers. For small and medium businesses and consumers, marketing is done primarily by advertising on television and the Internet, print media and mailing a wide range of direct marketing publications such as promotional materials, catalogs and customer newsletters. Relationship and public sector customers account for about 54% of Dells revenues overall. All these accounts are initially serviced by field-based sales representatives along with a support team of telephone service reps dedicated to these accounts. Small businesses and consumers are served by several thousand phone reps who can look up historical sales records to help the customers in ordering systems that match their prior purchase pattern. Figure 1: Dells four customer aligned business units  [2]   Dells CRM Applications The Internet and e-commerce are fundamental to Dells business, as expected from a company that defines itself as an Internet infrastructure company. The e-commerce has been adopted into the core of the business in three ways: 1) in its relationships with end customers, (2) in coordinating its value web, and (3) in communicating its market message to emphasize its ability to provide e-commerce solutions to its customers. As per Anderson and Narus, some of the emerging applications of CRM, (that we can also observe in Dell) are in: Customer acquisition, retention and growth Synchronizing marketing efforts Updating delivered value Customer Acquisition, Retention and Growth Dell has involved the Internet in all aspects of customer relationships, ranging from customer acquisition, retention and growth to marketing. The internet is used in supporting existing channels such as the direct sales force and call centers by providing them with real time information and automating their routine tasks. It has also developed self-service tools for customers, using which they can order online, track order status or solve a technical problem through the Internet or an extranet. Acquisition Dell sells its own products at the dell.com website. On the homepage, customers in the U.S. are segmented into home and home office, medium and large organizations, Internet providers, health care businesses, federal government, state and local government, and education. Each customer segment has a different mix of products and services available. Customers can choose and price different configurations with Dells online configurator. Once they are ready to buy, their order is sent to a shopping cart. They can also choose various addons such as software, peripherals, digital cameras, PDAs, etc. on the Gigabuys or DellWare sites and add those to the same shopping cart. Once an order is entered, the customer receives an order number that can be used to track order status until it is delivered. Premier Pages are customized for every customer and they include capabilities for procurement, asset management, software upgrading, and even technical support. Large relationship customers can have Premier Pages customized even further to link to their own internal procurement systems, allowing their orders to be sent directly from the customers office information systems to Dells order management system. Dells account teams work with such customers to set up Premier Pages, setting access levels and registering user names and passwords for employees, and customizing the information and the kind of services that will be available. Dell also provides a few tools for customers to create their own pages. The various services available through Premier Pages include: _ Purchase history reports: The complete history of a customers purchases from Dell, including PO number, order number, date, SKUs, quantity, shipment dates. _ Standard configurations: To make a customers PC administration processes simpler (installation, upgrades, help desk, technical support), the customer can specify a definite set of configurations for different employees. These are made available for ordering on the customers Premier Pages at the price negotiated between Dell and the customer. _ Paperless online purchase orders: Dell and the customers sign a legal agreement that allows the customer to place orders without mailing or faxing a signed purchase order. This lets the entire ordering process, from configuration to payment, to be done online, saving time for the customer. _ ImageWatch: A roadmap of future product release plans made available to large enterprise customers to help them plan their own IT strategies. Dell relaunched its Premier Pages as DellPremier.com in September 2000 in the U.S with a new look and better navigation tools. Retention and Growth Service and support are normally quite an expensive and labor-intensive activity for PC companies, which need to provide technical support for complicated systems with a wide range of hardware and software configurations. Dell has an advantage here because most of its business is with large organizations that have their own MIS departments and technical help desks to support users. Home and small business support is usually provided directly to the end user, and costs more per PC to provide. Online support was originally developed by the Support Technology Online (STO) team, which grew up in the HSB (home and small business) segment as support.dell.com. In late 1999, Dell created separate STO groups for relationship and transaction customers, each part of those groups service organizations. Dell offers several service tools online. These are available online to home and small business customers at support.dell.com, and to relationship customers on the DellPremier.com extranet: _ Order status tracking Once an order is placed by the customers, they can track it until it is delivered. _ Resolution Assistant A software which is pre-loaded on a Dell PC that gathers information and sends it to a Dell technician when the customer faces a problem. The information is matched against an automated knowledge base. Whenever possible, a MAP, an executable module that automates resolution, is sent to the PC and the fix is done automatically. Resolution Assistant reduces the length of service calls and improves accuracy in diagnosis. _ Dell Knowledge Base A Dell database including product information, frequently asked questions, third party knowledge and other relevant documents specific to a particular Dell product. _ Ask Dudley A natural language searchable database of technical information which uses a customized version of the Ask-Jeeves search engine. _ File Library Downloadable drivers, utilities and other updates for Dell PC systems. _ Dell Software Tips -A library of hints and tips for operating systems and office applications. _ Pro-active services Pro-active notification services on warranty status, system age related information, file drivers, and the order status. _ Dell Talk-a monitored community forum for Dell customers to share information. Dell has built a community where its customers and loyalists can help each other with technical problems and questions. Dell doesnt censor the discussion on the forum, but monitors it regularly to ensure accuracy. If any user gives out incorrect information, Dell intervenes with the correct information. The users of this service are almost equally divided between relationship and transaction customers. With the launch of Dell Premier Support.dell.com in September 2000, Dell renamed its Help Tech service as Premier Support for relationship customers. Technical Support for corporate and public sector clients is handled by the Relationship Support Technology Online (STO) group. The primary customers for the Relationship STO are those individuals that support the end users belonging to corporate and public sector. This includes the personnel from help desks, MIS departments, IT professionals and technicians. Dells relationship customers have access to all of the online tools available to HSB customers, and also have customized applications relevant to their account for multiple systems and platforms. Unlike individual users, help desks and MIS organizations must deal with many systems, and with specific problems that arise from networking and client-server environments. For some large accounts, Dell itself may act as the help desk function for Dell equipment, as Dells technicians and o nline offerings have rich experience in troubleshooting and diagnosing system issues. Recently in February 2008, Dell launched its ProSupport portfolio of services. In this new framework, customers are able to self-identify the type of customer they are end users of IT professionals. Once the customers have self-identified, they are able to choose the features they need in the support package, thus customizing the support experience to their specific needs. The customer profile and history is very important in providing service and support. If the user enters a customer number or system identification number, he or she can get a personal support site that has the machine configuration and the history of what has happened with that machine since it was bought. The support strategy is based on what Dell calls virtual integration- getting customers closer to the knowledge, and inside out/outside in-giving the internal technicians the same set of tools and knowledge content as the outside customer. Dell gives customers a choice of venues for support, including phone and online support. They like people to use the web, but dont force them to. The breakdown of help incidents for HSB customers as of mid-2000 was as follows: _ 37% of incidents use the web alone for support _ 13% use both web and phone _ About 50% use the phone alone Dell finds that people who buy a PC online are more likely to get service and support there, while people who buy by phone will use phone service. Synchronizing Marketing Efforts The sales and marketing efforts of Dell are organized around the evolving needs of its customers. Its direct business model provides direct communication with its customers allowing it to refine its products and marketing programs for specific customer groups. Customers may offer suggestions for current and future Dell products, services, and operations on an interactive portion of its website called Dell IdeaStorm. This constant flow of communication allows Dell to rapidly gauge customer satisfaction and target new or existing products. For instance, Dell used a concept called free-range marketing  [3]  : allowing the community to drive the excitement and story about the new product, to create a buzz in social media using blogs, forums, communities etc. for the launch of their Inspiron 910 in September 2008. Updating Customer Value Dell interacts with more than 3 million customers every day, so it made sense for it to create a community to capture feedback from both customers and its 80,000 employees. Dell launched IdeaStorm, an interactive portal, to let customers share ideas that influence product development, services, and operations. Within the first week, IdeaStorm had collected more than 500 ideas; within the first month, it had 2,500 ideas.  [4]  Customer feedback on IdeaStorm led the company to build select consumer notebooks and desktops preinstalled with the Linux platform. Dell also decided to continue offering Windows XP as a preinstalled operating system option in response to customer requests. Dell also launched EmployeeStorm, a secure community employees can use to post ideas regardless of their position within the company. In the first 2 weeks, the company gathered more than 700 ideas. EmployeeStorm breaks down the silos typical in corporate life and increases collaboration Sustaining Customers through Connected Relationships Value Chain Dells core value chain for its PC business is different from that of a traditional value chain. Like others, it concentrated on building and selling PC systems, relying on others to supply components, software and services. However, it sold directly to the end user, cutting out the distributor and reseller. (Figures 2 and 3) Suppliers PC Maker Distributors Retailers, Resellers, Integrators Final Customer Figure 2: Indirect PC Value Chain Suppliers Dell Final Customer Figure 3: Dells Direct PC Value Chain However, with the expansion of Dell beyond selling simple PCs, its simple value chain has evolved into a new model that we call the value web or the virtual corporation. Value Web Figure 4: Dells Value Web: A virtual company There are three key aspects of the value web model of Dell: Dells central role in coordination and control of the value network, which is a result of its direct relationship with its end user. Being in direct touch with the customer requirements, Dell controls the flow of information to its business partners who provide the actual service. As shown in Figure 4, all the information flows are channeled through Dell. The close physical integration of Dell with its business partners and suppliers. The suppliers are normally located close to the plant and their personnel are located on the plant floor ordering material from their warehouse, based on information on Dells extranet. Such integration of material and information flow reduces inventory costs and creates an efficient supply chain, ultimately benefiting the end customer in the form of lower prices. The importance of internet and other electronic communications in allowing Dell to coordinate the web of close relationships through a constant flow of information between Dell and its partners. For example, if a customers hard drive crashes, the information travels from Dell technical support into Dells internal service and support systems. A new hard drive is ordered and dispatched to a Dell service provider, which sends a service engineer to install the drive. The information about the drive that crashed enters Dells databases and is conveyed to the supplier and plant that provided it for corrective actions. Customer Satisfaction For well-designed e-commerce services, the cost savings are not necessarily thought to go along with customer satisfaction. However, Dell has demonstrated that not only does it save money by selling directly on Internet, but also satisfies its customers better than any other sales model. Many business customers of Dell see Premier.Dell.com as a valuable management tool, helping their purchasing and IT departments to control purchasing decisions and enforce technology standards. Some customers (like Boeing) have integrated the Dell.Premier.com with their own ERP systems to allow online purchasing, making the ordering process much easier and more efficient for them. Not just purchasing, but also financial and IT departments of the customers benefit from Dells ability to provide a history of their purchases from Dell. All such benefits lead to better satisfaction among Dels core customer group of large business enterprises. While it is difficult to relate customer loyalty and repeat sales directly to the Internet and ecommerce, there is strong evidence that the Dell Premier.com services are a factor in helping Dell gain repeat business and achieve sole supplier status with some large customers. Some of this is from the convenience provided by Premier services and some from customer lock-in created by the electronic linkage of business processes between Dell and its customers. In a 2007 survey, Forrester  [5]  asked 565 PC decision-makers at North American and European enterprises about their satisfaction with their primary PC supplier on various parameters. The performance of Dell and its main competitors on these parameters is shown below: Dell HP Lenovo Overall Product features 44% 38% 46% 43% Product quality 51% 49% 59% 52% Price 43% 38% 33% 40% Product support 46% 31% 46% 43% Business relationship 37% 27% 45% 37% Repeat purchase of desktops 86% 74% 71% -NA- Repeat purchase of laptops 89% 75% 75% -NA- From the table, it is quite evident that Dell leads the industry on Price and Product support. It is rated on par with Lenovo on Product features and Product quality, however, it lags behind Lenovo on the key parameter of business relationship. The survey found that the most likely reason for this is a lack of communication, combined with rotating account representatives. Another reason was the absence of a product roadmap which would help the customer managers to prepare their corporate IT environment for the next few years. However, Dell scores very highly on a critical indicator of customer satisfaction i.e. a repeat purchase. The enterprise buyers gave big thumbs up to Dell on this front, with 86% ready to repeat purchase of desktops and 89% for laptops. CONCLUSIONS Dell has performed admirably on its efforts towards ongoing Customer Relationship Management. It has developed efficient systems and processes for customer acquisition, retention and growth, using online tools such as Premier.Dell.com, ProSupport and IdeaStorm. Therefore, many of the concepts discussed by Anderson and Narus in Business Market Management are substantially demonstrated in the case study of Dells CRM process. There are many lessons learned from Dells experience. These lessons can be transferred to other companies in the industry. Ensure better customer service is offered. Dell has become an industry leader in service and reliability. Dell has used CRM to its advantage. This has instilled trust into their customers. By custom-building a computer that the customer desires, this has created a very strong relationship with the customers. Implement technology in a phased fashion Dell tested key tasks in each of its regions prior to deployment. It set-up mock environments to develop, test, and support the i2 systems in patches without disrupting the live version. Dell was able to bring on one piece of the i2 system at a time. As one part became more efficient, then Dell added other components in stages. Dell ensured that each stage of the process performed well and allowed for future growth before rolling out the entire system. This minimized the risk, while at the same time increasing efficiency. Extend the connection from the customer to the supplier Dell was able to extend its build-to-order model from suppliers to the customer while continuing to maximize operational efficiency and customer satisfaction. Customers were able to save money while being able to purchase a customized machine because Dell passed on the savings, which resulted from efficient inventory management, no excess inventory or inventory shortages. It was able to share, in real-time, information with suppliers about customer demands and buying patterns.

Erickson’s development stages

Different psychologists have put forward stage theories of development which discuss that people go through many stages in definite orders, with challenges associated to diverse capacities arising from each stage and age. Erik Erikson proposed a theory of psychosocial development that happens in eight different stages over a person’s life span.He proposed that people face fresh challenges during each stage: generativity vs. self-absorption autonomy vs. shame and doubt: trust vs. mistrust initiative vs. guilt, identity vs. role industry vs. inferiority, confusion, intimacy vs. isolation, and integrity vs. despair. As Erik Erikson stated, the identity search marks an imperative step in adolescence. Adolescents may pass through an identity crisis, in which they struggle to comprehend themselves and make decisions on their future. Identity foreclosure occurs when a person hastily obligates to roles or values that others recommend.Foreclosure status is whereby a person has makes a commitment minus attempting identity examination. The sense of commitment and the quality of this commitment plus the manner in which it’s derived varies. Foreclosure status has so many characteristics. The adolescents in this status tend to assume commitments handed to them by others like their parents.They are able to put across a commitment but unable to explain how they got to that decision. Here they also tend to take for granted the recipe knowledge. They are obedient to people in authority and respect strong leadership. They also conform to the significant expectations of the other. They need strong social approval in making decisions. Moreover they are affectionate and loving when at home.They are unlikely to offer direction or leadership that is creative because of fewer analytic knowledge and rigidity in their commitment. The following is an example of a girl in a foreclosure status: Mary’s mother is a lecturer in women and gender studies and is totally involved in feminist issues. Mary admires her mum so much.She is a woman who is strong and as a single parent, has struggled to fend for her daughter while establishing her personal career. Mary believes that she, too, will be an independent and strong woman. She likes avoiding people especially men who don’t recognize her that perspective or just by attempting to bring let out her feminine personality.She undoubtedly maneuvers clear of her maternal grandmamma who is very artsy and unpleasantly very disorganized. Mary’s performance at the university is promising and the selection of her courses shows her unwaver ing interest in politics, psychology and more importantly feminine/women studies. Foreclosure comes from some sort of adversity or roadblock when a person delays commitment to an identity then an identity moratorium occurs. He or she may experiment with different roles and values. When a person is concerned in exploring varied identities and does not make any commitments, then it is in order that the person is in the moratorium state. The adolescents in this stage are the most anxious. They have well developed moral development.They are able to describe their feelings deeply. They like to exercise a socially mature influence, good debaters, socially in-depth and effective, they are good critical thinkers about everything they say and do. An example of a moratorium status is as follows. Tom has switched his college major many times that it will take him 6 years to graduate.Because his parents have incidentally refused to cater for his tuition ,room and board expenses, tom has tried so many of jobs, ranging from cleaner to shoe salesman. He likes jobs that allow him think and be alone; his friends are very much the like him .He performs well but his record has many incompletes. He has had one satisfying intimate relationship and is looking anxiously for another.  When a person lacks a clear sense of identity but still hasn’t explored issues related to identity development then identity diffusion happens. Here they engage intense immediate experiences that heighten their sense and provide an immediate pleasure.They tend to avoid making decisions with less developed moral reasoning. They always belong to the negative identity. In terms of sexual orientation, they are more experimental. Here is an example of a boy who is identity diffusion state. Dan is a freshman in the nearby university close to his former high school.He travels home almost every weekend but does not enjoy himself whenever he's there. He avoids talking to his high schoolmates friends or parents, prefers to surfing the web in his room. Occasionally he engages in impulsive shopping sprees and there after discusses elatedly over h is new electronic appliance he has purchased..He gets annoyed if his parent asks about it. Dan is registered for courses that   he has been informed that are simple, and he doesn’t have strong interest in his studies or his grades. Dan apparently has few goals and doesn’t care much about finding it  Identity achievement happens when a person considers other possibilities and commits to a certain direction in life and identity. In this case an individual has explored varied identities and made a commitment to one.The adolescents in this category are the ones that are natured by their parents well and have democratic family. They tend to be involved in occupation, political and religious belief exploration. They can think critically and have reasonable mind in that they make informed decisions. However they can be convinced to change their mind.They are the most highly adaptive and complex adolescents. They are more of future oriented and can identify things coming i n their future. Moreover they have self esteem and high level of reflective ability. They develop good relationships with their colleagues. Here is an example of identity achievement status girl. Melissa has parents who are both doctors. At the university she was a Spanish Major, spending a semester in Spain studying culture and art.During her graduation she surprised her parent that she had enrolled for medical school. She arrived at that decision after having an intimate relationship with a hospice nurse and working as a hospital volunteer during summer.Conclusion In our fast changing world, it is believed that identity crises are very many currently as compared to the Erikson's days. Exploring diverse areas of your life within your family, romantic relations and your role at work can help improve your individual identity.ReferencesErickson, H.E (1970). Reflections on the dissident of contemporary youth, international journal on psychoanalysis Marcia, E. J (1980). Identity in adol escents. In Adelson J.(Ed.), Handbook of Adolescence Psychology. Wiley: New York

The Copper

Gavin cares about his Job. He sees the importance of the existence and enforcements of laws. Caring about a job and feeling important helps the employee perform better. He has also learned the techniques to distance himself from the Job and how to be efficient while on the clock (1. 71-80). Those cartel's makes a good employee Ana a good cop. By long so Gavin Decodes ten right person for the Job. B. Children all around the world is raised differently. With the different cultures that exist, will there automatically occur different viewpoints on how to raise children proper.Some believe in non-violent negotiations and treating their children like young adults instead of kids. Others believe in the strength of corporal punishment and fear. I have never been laid a hand on by my parents. Together with their guidance I have figured out what I believe is right and wrong. I respect my parents, but not out of fear. My upraise and relationship with my parents would have been very different, if I had been raised with corporal punishment. I assume I would do what was expected of me, but without thinking for myself.Ata certain age parents can no longer control their children by corporal punishment. The children will not have learned considering responsibility for others than themselves. They have not matured in the same way, as if they had been forced to think like adults from the beginning. Besides the level of maturity, do I don't believe in corporal punishment. I don't understand parents, who need to smack their children to teach them a lesson. Why not reason with their children instead and make them see what's right and wrong and avoid having a bad conscience (if you get such).In school I don't believe n corporal punishment either, but in treating the students with respects or like young adults, if their age is more advanced. The school systems have an important job besides educating the children. They also have to discipline them. They teach how to interact in a soci ety and to follow rules and norms. In the school, as like the rest of the world, a child is not irreplaceable, like it is to the parents. This makes it possible to teach the children things, that wouldn't be possible inside the four walls at home. My way of thinking is classic Scandinavian.In other countries were corporal enmeshment is common, would complete different arguments come up. They would argument that children needs the discipline to get most out of school and that they haven't yet age enough to be treated like adults. Until that point would they need a strict seed of rules. But in a fast moving society like today's, criteria are constantly changing. Children are forced to take initiative, to grow up fast and get a sense of what kind of person they want to become. An upraise with corporal punishment is becoming out aged, and will not sooner or later no longer be able to keep up with the time.

Growth Mind vs Fixed Mind - Free Essay Example

Sample details Pages: 4 Words: 1268 Downloads: 2 Date added: 2018/12/29 Category Psychology Essay Type Argumentative essay Level High school Tags: Development Essay Did you like this example? Fixed verses growth mind set Mindset is said to be a peoples believe in the mind, the underlying believes that people have about learning and intelligence (Dweck 4). It comes in two forms; it can either be fixed mindset or growth mindset. This was put forth by Carol Dreck and her colleagues interested in studentsattitudes towards failure. Don’t waste time! Our writers will create an original "Growth Mind vs Fixed Mind" essay for you Create order As scholars they saw the need to come up with a strategy of getting to know student causes of failure and achievement at the same time. This research paper aims at educating the reader on the definition of a fixed mind set and a growth mind set. It also states the importance and ways of getting the growth mindset and lastly gives personal views about the mindset, mostly the growth mind set. In a fixed mind set people believe that their basic qualities like talents and ability to understand or their intellectual capabilities are simply fixed traits. They therefore spend most of their time criticizing their abilities instead of working on them and developing them. They also believe that talent alone can create success which is wrong to my own opinion. It is not true because one cannot be able to perfectly perform without practice. The white men also believe that practice makes perfect. Through practice we discover or talents develop them and we later acquire success. The fixed mind set is not advisable to learners. In a growth mindset, people believe that they can only improve and develop their skills and talent through hard work. People discover their abilities and dedicate all their energies which later bring about success. This creates an encouraging environment for work and high levels of production. The growth mindset creates motivation, on various areas of development such as, education, business, games and sports and also worldwide relationships between developing and developed countries (Dweck 75). Mindset is an important mind belief since it helps us understand the reason as to why we should praise our efforts and not our ability. The belief that one can make it makes one work hard with persistence and can therefore achieve much. Therefore we are in control of what we are capable of doing. The goals that we set show that we have the ability and we strongly believe that we can achieve. The believe goes hand in hand with success. This is the reason as to why we should not praise our children basing our arguments on their abilities but we should clearly describe to them how they can put more effort in order to perform. Growth mindset is more preferred than fixed mind set. There are various ways in which we can develop our growth mindset. We should avoid being victims of imperfection and learn that we cannot do everything perfectly but we can try and do everything to our level best. This way we can develop our growth mindset (Schorr 20). We should also learn to accept challenges and deal with them as opportunities that will pave way to greater heights. Challenges also strengthen us and shape our abilities. Through the challenges we develop the growth mindset if we receive the positively and work on them in one heart. As learners we should always never say that we are failures. If we do not make it in a task we should not call ourselves failures indeed take it as a challenge and work on it without any negativity, we will realize that we even have greater abilities to handle the task and may even discover new ways or teach others new things that we could have knowledge about. Achievers will not always value the end result but give much value to the understanding of the processes. For example in mathematics, a learner who appreciates the growth mindset is said to be more focused on knowing the formula and the steps to be followed rather than getting the correct answer. The correct answer is less important compared to the procedures that could even earn him or her more marks and also help us to handles related sums correctly. This is only when we want to develop our growth mindset. Our abilities are based on our success. Psychologists believe that we should not give up on what we love. Putting more effort on what we love best helps us do it to our level best hence best results. If you think of less, work for less, you end up getting what you deserve. We all have our abilities and we should set our minds to maximize them. Learner performance is based on their own believe about themselves. For example, if a learner believes that they can make it, they will always make it. For example in higher level of learning, Mathematics and physics is said to be harder for students. Those students who put such a belief in their mind it is also difficult to perform in class. Those who do not listen to such propaganda and work hard with persistence giving more time to the challenging parts of the subjects, and asking questions that happen to be difficult for them helps to make them pass and achieve the best. This is the reason why a student who passes in a mathematics paper in form one or primary school, may end up failing in the form four exams. The difference comes in when the student changes the attitude on listening to propaganda that mathematics and physics is challenging. Once their minds are set on such basis, they reduce their practice and hard work hence negative results. The fixed mind set can be changed to the growth mindset through ignoring the voice of the fixed mindset and do exactly the opposites of what you feel, for instance having a negative attitude towards hard work, brush it off and work hard. Realize that you can make a choice, work on it and succeed. Whenever challenges come your way, do not criticize them, work on them wholeheartedly and realize your abilities (Schieville 41). In this way you develop your abilities and achieve through your hard work. Practice listening to people with a positive mind, those that encourage you to do the right thing even in challenges. With the growth mind set, a learner is able to know the appropriate learning style and use the right learning strategies. Various learning styles can work on various people. As a learner one should be able to learn those styles that work for him or her. Those that work should be put in practice. Those that do not work, should be changed for better since the brain can be retrained and reorganized to fit other things since the brain is not fixed then the mind should not be fixed either. In conclusion, the learner should prioritize learning over seeking approval. One should not worry about what other people say but should ensure that they develop their brains and mind through learning. People who have embraced the growth mind set have the ability to tune their brains to work and learn. Success may not be gotten at first attempt but could be achieved through a process. Set goals also help achieve the end process. It is important to enjoy learning and its processes. We should learn well and avoid learning fast. Work cited Dweck, Carol. Self -Theories: Their role in motivation, personality and Development. Psychology press. Philadelphia, 1999. Schieville. Motivation to succeed. Handbook of child psychology, vol 3 social emotional and personality development. New York. 1998 Schorr. Common purpose strengthening families and neighbors to rebuild Africa. Anchor books. New York. Dweck, Carol. A social cognitive approach to motivation and personality. Psychological review. New York. 1988.