The proof of the sincerity and seriousness of a
management is uncompromising emphasis on integrity of character. This,
above all, has to be symbolized in management's "people"
decisions. For it is character through which leadership is exercised; it
is character that sets the example and is intimated. Character is not
something one can fool people about. The people with whom a person
works, and especially subordinates, know in a few weeks whether he or
she has integrity or not. They may forgive a person for a great deal;
incompetence, ignorance, insecurity, or bad manners. But they will not
forgive a lack of integrity in that person. Nor will they forgive higher
management for choosing him.
This is particularly true of the people at the head
of an enterprise. For the spirit of an organization is created from the
top. If an organization is great in spirit, it is because the spirit of
its top people is great. If it decays, it does so because the top rots;
as the proverb has it, "Trees die from the top." No one should
ever be appointed to a senior position unless top management is willing
to have his or her character serve as the model for subordinates.
Evaluate the character of the CEO and top management when considering a
job offer. Align yourself with people who have integrity.
Management: Tasks, Responsibilities, Practices.
PRODUCTIVITY OF SERVICE WORK
"Raising the productivity of service work is the
first social responsibility of management."
The need to raise the productivity of service work is
a social priority in developed countries. Unless it is met, the
developed world faces increasing social tensions, increasing
polarization, increasing radicalization. It may increasingly face a new
class war. Unless the productivity of service work is rapidly improved,
both the social and economic position of a large class- as large a group
as people making and moving things ever were at their peak - must
steadily go down. Real incomes cannot for any length of time be higher
than productivity. The service workers may use their numerical strength
to get higher wages than their economic contribution justifies. But this
only impoverishes all of society with everybody's real income going down
and unemployment going up. Or the incomes of the unskilled workers are
allowed to go down in relation to the steadily rising wages of the
affluent knowledge workers, with an increasing gulf between the two
groups, an increasing polarization into classes. In either case the
service workers must become alienated, increasingly bitter, increasingly
see themselves as a class apart.
We know how to raise service work productivity. This
is production work and what we have learned during the past hundred
years about increasing productivity applies to such work with minimum
adaptation. The task is known and doable, but the urgency is great. It
is, in fact, the first social responsibility of management in the
Set annual targets for raising the productivity of your service staff.
Rewards those who are successful in meeting these new targets.
The Ecological Vision.
"It is not enough to aim. You must hit."
An Italian proverb.
"Advertising can get people into a store, but it
can't make them buy."
"The greatest pleasure in life is achieving
things that people say can't be done."
SCOTT VOLKERS, Australian swimming coach and coach of
Olympians Susie O'Neil and Samantha Riley. Part of a message contained
in a note handed to O'Neil the night before her gold-medals swim at the
1996 Atlanta Olympics. Australian Magazine, 11 January 1997.
"Cheat me in price, but not in the goods I
"In an age when consumers need to catalogue and
organise huge amounts of information on a daily basis, brands with the
strongest positive identities win. They are trusted and familiar brands
that have maintained a consistent message and image. They have remained
true to a 'brand ethic.'"
RUDY MAGNANI and PETER BENKENDORF, American marketing
consultants and principals and Magnani & Associates, Chicago.
"Organise for the next day at the end of the
previous day. This is what gives me peace of mind at night, a feeling
that I am on top of things, and a real excitement about coming into work
the next morning. Simply by arranging the next day - defining on paper
what I want to accomplish - I feel that I have a head start."
MARK H. McCORMACK, Americansports marketing
consultants, founder and CEO of International Management Group, and
"Sending men to war without training is like
CONFUCIUS (c.551 - c.479 BC), Chinese teacher,
philosopher and political theorist. Analects (6th century BC)