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Manage the Routine Work of Your Business


In Chapter Five I dig into what it takes to effectively manage the routine work of the business in such a way that it results in it taking fewer and fewer resources to do better and better work. I explore the kind of mindset it takes to this, a mindset that must permeate the organization and the thinking of everyone in it. Among the five mindset shifts most organizations have to make is the shift to process thinking. Here’s a excerpt from that section:

“Mary” always racks up exceptional numbers at the market research firm “EKnowledge”, where her sales volume, customer satisfaction scores and margin greatly exceeded those of her peers. People admire Mary’s “gift of gab” and cannot imagine anyone better suited for the job. If you ask her it, she laughs, “Oh, I’m no Einstein. But I am one thing, and that’s disciplined.”

As she goes on to explain, “I have this process I have fine-tuned over the past couple of years and I have learned what works in each kind of situation I run into. When something doesn’t work, I try something else until I find a way of handling customer concerns that remove their concerns and make it easy to buy our service.”

In other words, Mary viewed her work as a process, a series of interconnected steps she took to satisfy customers. She constantly thought about how she could improve a step in the process and thus enhance the customer experience. She never stopped looking for opportunities; and when she spotted one, she seized it immediately. Sounds like someone working in the NOW, doesn’t it?

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  • About The Author

    John Bernard

    Website: http://www.massingenuity.com
    John Bernard ‘s work in redefining the fundamental drivers of business performance improvement has led to national recognition as a thought leader in employee engagement. As an equally experienced executive and consultant, his effective articulation of new ways of thinking about management and management systems has led to his forthcoming book, Engage to Win, The Surprising Secret to Extraordinary Employee Engagement. John is managing partner of Portland, Oregon based Mass Ingenuity at www.massingenuity.com. Check out John's book at www.engagetowin.com.Read Full

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