TIPS NewsletterTIPS Newsletter
Date: Sun, 27 Feb 2000 22:15:14 -0800
To: CommonSenseManaging@growthassociates.org
From: Common Sense Managing <bill@growthassociates.org>
Subject: CommonSenseManaging TIPS
Welcome to all the new people with the common sense to join in on our Tips newsletter.
Table of contents:
COMMON SENSE MANAGING TIP: ACCOUNTABILITY
THE ACCOUNTABILITY RACE
CUSTOMER STORY CONTEST
REVAMPED WEB SITE
ACCOUNTABILITY: THE ANTIDOTE FOR ORGANIZATIONAL POLITICIANS?249 words
Organizational politicians may look good based on flurries of activity, impressive reports, and majestic presentations. Common Sense Managers will actually do good based on measurable performance results.
The key to ridding an organization of organizational politicians is to make them accountable for measured organizational results. Establishing accountability for measurable performance results sharply separates the two types of managers. Once exposed, political managers have the option of leaving or growing into accountable performance leaders.
If Oscar Wilde joined the ranks of Common Sense Managers today he would revise his statement: In matters of importance, it's style that counts, changing it to:
In matters of importance, it's accountability that counts.
As you consider the following questions, remember that organizational politicians have many titles including Receptionist, Customer Service Representative, Field Service Engineer, Sales Manager, VP Operations, and President. Also consider that every one of these positions involves 'legitimate' politics.
What are the primary measurable performance standards that you use to hold yourself accountable?
Does each have an appropriate due date?
What are the primary measurable performance standards that you use to hold your people accountable?
Does each have an appropriate due date?
NOTE: I did not ask for the standards you use to hold your bosses accountable. Other than yourself, you can only hold those who report directly and indirectly to you accountable. Attempting to hold you bosses accountable is like trying to teach a pig to sing - it wastes your time and annoys the pig.
This tip of the week is from the Accountability section of Common Sense Managing: Simple Ideas That Produce Results. The book is immediately available at http://www.growthassociates.org or amazon.com.
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THE ACCOUNTABILITY RACE
United Airlines and Southwest Airlines decided to engage in a competitive boat race. Both companies' teams practiced hard and long to reach their peak performance.
On the big day the United Airlines team felt ready, but the Southwest Airlines team won by a mile. Afterward, the United team was discouraged by the loss. Morale sagged. Corporate management decided that the reason for the crushing defeat had to be found, so a consulting firm was hired to investigate the problem and recommended corrective action.
The consultant's finding: The Southwest team had eight people rowing and one person steering; the United team had one person rowing and eight people steering.
After a year of study and millions spent analyzing the problem, the consultant firm concluded that too many people were steering and not enough were rowing on the United team.
To avoid losing again the next year, United's management acknowledged the new paradigm and made sweeping changes -- completely reengineering the team. The new structure: Three regional steering managers, four area steering managers, and one assistant steering manager.
They also implemented a new performance system that would give the one person rowing the boat greater incentive to work harder. It was called the "United Team Quality Program," and included meetings, dinners, and a system pass for the rower to "give the rower empowerment and enrichment through the quality program."
The next year, the Southwest team won by two miles. Humiliated, United Airlines corporation laid off the rower for poor performance and gave the managers a bonus for discovering the problem.
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CONTEST
We're looking for original humorous customer communications stories. Please email me your favorite experience. I will include the best stories in future newsletters. If your story is used you will receive a complementary copy of Common Sense Managing.
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REVAMPED WEB SITE
The Tips archive contains 26 Tips. The Tips are sorted according to the categories; e.g. Vision, Planning, Motivation, etc. Each Tip has a title to help you find exactly what you want without having to scroll throughout all of them.
Eight Articles have been added. They have their own table on contents so you can easily select an article that appeals to your immediate interest. Many are from the training column I write for AFSMI [Association of Field Service Management International].
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If you want to add additional names to our free email newsletter, you can simply email the names and addressed to bill@growthassociates. You may want additional people in leadership positions throughout your organization to receive this newsletter. There is no limit to the number of names you may add. It's free.
Bill Werst
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