Common Sense ManagingCommon Sense Managing
Table of Contents:
Introduction:
How To Use Your Guide:
VISION:
If You're Not Customer Driven, Best Stay Off The Highway
How to establish a living customer driven vision, rationale for doing so, samples, and the process for doing it.
PLANNING:
If You Don't Know Where You're Going, You're Likely To End Up Somewhere Else
How to accomplish the four essentials of a practical plan: Vision, plus supporting Goals, Objectives, and Action Plans. Presentation is supported by progressive graphics.
CONTROLLING:
If You're Not Measuring It, You're Not Managing It
How to establish Applicable, Appropriate, and Accurate means of determining how well the manager and organization are doing.
ACCOUNTABILITY:
In Matters Of Importance, It's Accountability That Counts
How to establish accountability, while exposing and getting rid of organizational politicians.
The remaining six sections contain leadership practices that support the structure. These sections include:
MOTIVATION:
Call Off The Search, We Already Have The Holy Grail
How to uncover the hidden resources within the organization and create a motivating and sustaining work environment through five key actions.
CUSTOMER SERVICE 101: (Download: service.pdf - What's PDF?)
- If You Don't Know The Steps, You Can't Do The Dance
How to establish the six building bricks of customer service. Each of the 'bricks' are reviewed and the leadership actions required are detailed.
CUSTOMER SATISFACTION 102:
The Operation Was A Success, But The Patient Died
How to create the mortar to hold the customer service bricks together. Covers the manager's role in modeling customer driven behaviors, focusing the entire organization on customer satisfaction, and building a seamless customer satisfaction organization.
PROBLEM SOLVING: (Download: problem.pdf - What's PDF?)
- Fix The Problem, Not The Blame
How to resolve issues effectively and efficiently by focusing on what needs to be done rather than what's wrong and who caused it ["Blamestorming"].
MEETINGS:
Can't Live With Them, Can't Live Without Them
How to identify and eliminate unnecessary meetings and conduct the necessary ones efficiently and productively.
TRAINING:
Training That Produces No Change Is As Effective As A Parachute That Opens On The First Bounce
How to design and conduct results producing training and then turbo charge that training.
Appendix:
The sections are brief, to the point, and loaded with 'how-to' information.
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