Habit 4: Focus on Processes – Rather Than People
When was the last time you reprimanded someone for a job not done perfectly. I guess you can remember easily. And, when did you tell someone that she did an excellent job? If you have issues answering the second question whereas the first one comes to you easily, I suggest you go on reading. Continue reading →
Habit 2: Believe in the Moment of Truth
The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have prepared often over many months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes. Good process managers know this and put their focus on the Moment of Truth.
When Jack Welch explained his view on management he used to draw a company structure against the common understanding upside down. His explanation went somehow like that: Continue reading →
Not every organisation needs to develop process managers with Lean and Six Sigma skills. Yet, every organisation deserves to have managers with some basic process management skills. Even better, if process management skills became part of daily business routine, were applied unconsciously, became habits. What are these habits you should be cultivating? Continue reading →