On Management & People
corporations hire people for their strengths and then spend all their
training resources against their weaknesses.
also spend 90% of their training effort teaching "product knowledge"
when what is needed most is "customer knowledge"
can reach 100% customer satisfaction only when you have reached 100%
cannot be a great customer company unless you are a great people company.
you blame your people, consider that most of them are experts within
a lousy system.
of the best kept secrets is that the people at the bottom of the company
know precisely where the problems are.
primary job of sales is to represent the customer to the company, not
the other way around.
worst problem for any manager is not knowing he or she has a problem.
corporate problems stem from management insecurity. What management
should be doing is striving to work themselves out of a job.
is a sad fact that the managers of the old are usually the opponents
of the new and that bottlenecks are always near the top of the bottle.
really nets down to taking care of employees and customers better than
needs to understand a simple truth about human beings; they do not get
up in the morning and decide to screw up at work that day.