And Sports, One-On-One
On The High Seas
Develop Formula For Multinational Teamwork
Statistics For Full-Time Results
Wanted: Must Be Team Player, Success Minded
by Peter Block
Change Key To Org. Change
by Cathy Kramer
Business News Briefs
for a Change
All Around Success
What are the essential qualities of successful management? A survey of over
400 top executives shows that even across completely unrelated industries,
the best practices of the most successful organizations are very similar.
The study, conducted by Coopers & Lybrand Consulting, Arlington, Va.,
concluded that the following are essential to the success of an organization's
change management efforts:
o Leadership: a senior management team who openly advocates
and explains the argument for change to employees and customers.
o Communications: developing a communications plan that shares the vision
for change with employees.
o Corporate Culture: shifting employee attitudes and behavior to embrace
accountability and alignment of task to goal.
o Customer Focus: maintaining a focus on customer service and needs, no
matter the extent of the change being implemented - the equivalent of "keeping
your eye on the ball."
Quality, NOT Quantity
Service, training and quality managers who participated in a customer service
study are not as concerned with productivity measures such as "average
time spent per customer call" and "total customer calls per day."
Instead, they are concerned with their service personnel satisfying and
retaining customers, decreasing revision and improving accuracy. Sigma International,
Inc., Oakton, Va. reports that the employees within company call centers,
field forces and other departments are now functioning as customer consultants
with the responsibility of providing the best possible solutions for customers'
needs and concerns. The added customer obligations make service jobs more
challenging, but those service professionals who measure up to the responsibilities
are able to command higher salaries.
Ignoring Tools for Success
Many companies are still not taking a strategic approach to leadership development.
A study by the Industrial Society, reported in the Financial Times London
Edition, concluded that those companies that implement management development
programs focus on leadership skills, communication skills and appraisal
interviewing. However, it also indicates that about 30 percent of the participating
companies neglect important issues such as employee relations, stress management