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The Sorry State of Management?

April 7, 2009 by admin

Yesterday I trained a group of around 20 managers all of whom were members of the Chamber of Commerce. It was a free ‘taster’ session – a 2 hour glimpse into the power of real management development to improve performance and relationships at work.

Feedback from the group was VERY positive! There was consensus that if we used the ideas discussed consistently and courageously we could probably expect productivity gains in the region of 25 – 40%.

Yet some of those who attended felt they could never put these ideas into practice:

‘Our directors want us to spend less time managing and more time working. They want to see nothing get in the way of production’.

‘Our directors have cut budgets for training and development – we even had a hard time getting away for free training sessions like this one.’

‘I have a member of staff who always hits targets, but she does it at the expense of her colleagues. She lies and cheats and upsets everybody. I have tried to give her feedback and would like to fire her – but because she sells so well my boss won’t hear of it.’

‘In my job customers ring up and often shout and swear at me. My boss says I just need to be more assertive’.

This is a reality of working life for many in SMEs.  This is why so many SMEs erode quality of life and wellbeing rather than contribute to it for their employees.

It reflects the somewhat sorry state of management and enterprise education today.

  • Why don’t we do a better job of helping more SME entrepreneurs to manage more effectively?
  • Why do so many businesses avoid learning how to manage constructively?
  • Why do people choose to work for such poor bosses?
  • Are we turning into The Apprentice on a national scale? Rude, brutish, short-sighted and backstabbing?

Filed Under: Leadership, management Tagged With: Culture, culture, Leadership, management, performance management, Teamwork, values, Values

Conscious Capitalism

April 6, 2009 by admin

I have been watching a movement develop over recent years called ‘conscious capitalism’ or ‘conscious business’.  It provides a different take on what it means to be a ‘social enterprise’.  The idea is being pioneered by amongst others, John Mackey, CEO of Wholefoods Supermarket.  In a recent speech he says:

A Conscious Business is one which has two major attributes that define it:

  1. It has a deeper purpose beyond only making profits. Just like individual people by following their hearts can discover their own sense of deeper purpose, so can the business enterprise. I believe that great businesses have great purposes that inspire them to higher levels of success. Think for a moment about some of the greatest businesses in the world and ask yourself whether they exist to fulfill a greater purpose beyond only maximizing profits. Certainly Apple does, driven by its intense desire to create “insanely great” technology which transforms our lives in positive ways. Clearly Google does too with its passion for discovery and desire to operate an ethical company. One of the best examples in the world is Grameen Bank in Bangladesh founded by 2006 Nobel Peace Prize winner Muhammed Yunus, which exists to end poverty in Bangladesh and throughout the world. Every business has the potential to discover and actualize its higher purpose—it has the potential to become more conscious.
  2. The Conscious Business also understands the interdependency of all of the major stakeholder groups—customers, employees, investors, suppliers, communities, and the environment—and the business is managed to consciously create value for all of these major stakeholders. Instead of viewing the stakeholders in terms of win-lose relationships with conflicts of interest dominating their interactions, the Conscious Business understands that there is a harmony of interests between the stakeholder groups and that by working together greater value can be created for all of them. At Whole Foods we understand that management’s most important job is to make sure the team members are well trained and happy at their work. The team members in turn understand that their job is to satisfy and delight the customers and happy customers result in happy investors through the prosperity of the business. A virtuous circle is created with all of the stakeholders flourishing together.

Who will create the Conscious Businesses of the 21st century—businesses that have deeper purpose and are managed consciously to create value on behalf of all of the stakeholders?

John Mackey, May 2008

This feels to me like a much more coherent, honest and powerful approach to making business work for the planet than cleaving it along  ‘social enterprise = good; for profit = bad’ divide.

Of course words are relatively easy (although John Mackey has found that words have got him into lots of how water in the past.  We have to judge the movement by its achievements.  But I am hopeful.

You can read a much fuller paper by John Mackey called ‘Conscious Capitalism’ here.

Filed Under: Leadership, management Tagged With: change, creativity, culture, Culture, enterprise, Leadership, learning, management, Motivation, passion, performance management, practical, progressive, social enterprise, strategy, transformation, values, Values

Mini Me or Maxi You?

March 23, 2009 by admin

mini-me

When you teach, coach and instill a new way of thinking into every employee in your company, so that when employees are faced with any decision, they would do whatever YOU would do as the business owner or leader, you very quickly create a company which stands out in its market place as one which is attentive, alert and focused on its customers needs.

Richard Parkes Cordock

Richard Parkes Cordock produces great advice for managers and entrepreneurs.  I am an especially big fan of the Millionaire MBA programme.

However I think he has got this bit wrong.

I want to employ people:

  • who can do things that I can’t do,
  • who can see choices that I can’t see,
  • who act from their own unique perspective to take the action that they believe will be best for them and the business.

Success depends on diversity not a monoculture of mini mes.

Filed Under: Leadership, management Tagged With: change, coaching, communication, Culture, Leadership, learning, management, Values, values

Measuring Management

March 5, 2009 by admin

Managers spend much of their time measuring – market share, year on year sales, voids, arrears, return on investment, customer satisfaction, orders fulfilled, calls handled per hour, orders placed, orders fulfilled (again), total invoiced, hours billed, attendance, productivity per employee etc

Why the obsession with measuring stuff?

Because it gives us the data to recognise what has changed, what needs to change, and when we make the change – whether it has had the impact we planned.

But none of these metrics are about US – the manager.  They are all about the performance of the system and the people that we manage.  And this often lets us of the hook for making real change in the way we manage.

What if we measured some more personal aspects of our management efforts?

  • how much time we spend listening in 121 conversation with team members
  • how many times we give REAL feedback – affirmative and adjusting – each day/week
  • how often we make sarcastic or cynical comments
  • how many times we interrupt others mid-sentence
  • how often we check our blackberry in meetings
  • how often we talk about values and vision
  • the amount of time we spend in meetings that are inefficient or worse
  • how many coaching contracts we put in place with our team members
  • what percentage of coaching contracts achieved their goals
  • how many significant tasks we genuinely delegated (rather than then allocated) because they provide great development opportunities
  • percentage of working time allocated to pursuing key objectives
  • how often we acknowledge our own development opportunities and make planned conscious change in our behaviours

I am convinced that if we started to measure our own personal performance in relation to some of these more personal aspects of management, most of us would we would pretty quickly get some powerful data on what we needed to change.  Measurement would also pretty quickly confront us with the fact that our perceptions of our performance are markedly different from reality.

As we make planned changes based on measurements of our own personal behaviours we will soon see a very positive impact in some of the more traditional areas where measurement prevails.  The act of measurement itself would also increase the likelihood of planned changes being implemented and seen through.  That after all is perhaps the main reason why we measure.

To make sure that important things get done.

Filed Under: Leadership, management Tagged With: 121s, change, coaching, communication, creativity, Culture, delegation, feedback, high performing teams, improvement, Leadership, management, meetings, one to ones, performance improvement, performance management, practical, talent management, teams, Teamwork, time management, values

More Customer Service Craziness?

March 4, 2009 by admin

Mobile phones and insurance policies.

I like NEITHER.  Yet renewal time comes around and we dutifully spend hours on web sites to ‘compare the market’ and get great prices.

So this morning, after a mammoth web-surfing session I rang KWIK FIT Insurance Services to tell that we were not renewing our existing policy because we had found a better price and insurance coverage elsewhere.  I was put on hold while they transferred my call to someone who could ‘cancel down’ their renewal quote.

In fact I was transferred to someone who was trained to stop me placing my business elsewhere.  He asked me why I hadn’t rung them for a quote as they can offer better deals over the phone than they do over the net!

Not what I wanted to hear!

Mobile phone companies are the same.  They only offer you their best deals once you have already decided to place you business elsewhere!

Bad psychology and bad business!

So – in spite of all the recommendations to use web-based comparison sites to get the best deals and safe money – the best bet is to use those sites to find the best deal you can – and then ring up call centres and haggle to see who will beat the deal!

Hardly model customer service though is it?

So much for progress.

If you read my HP rant then you maybe interested to hear how it finally got resolved!   Eventually they told me they would issue me with a letter to authorise the seller to replace the machine. Yippee!  Then two days letter I got a call from an engineer telling me he was outside my house wanting to repair the machine!  I am the other side of the city about to go into a meeting.  No-one has mentioned this change of plan to me – or that the engineer was coming!!

Eventually without any further dealings with call centres I was able to get the engineer access to the machine and he replaced the motherboard.  Should be back in busniess soon!

Filed Under: Uncategorized Tagged With: Culture, culture, innovation, time management, Values, values

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