The 20 rules: Prioritise the work Don’t make your customers wait There is always more work than people Study the work Understand how the work works Standardise the work If the work is important write it down Train your staff Make the work easy Build systems Stream line the work Find the bottleneck Clean the […]
Rule 8: Train Your Staff
Your staff’s performance varies Some know how to stack shelves faster than others Some know how to negotiate a sale better than others Some know how to resolve a query more effectively than others Some know how to welcome customers more warmly than others Some variation is helpful — there would be no test and […]
Strengths and Weaknesses
Harry was not a well man He was in a terrible state of health. Cancer had eaten away at his digestive tract, it was so bad that surgeons had removed three-quarters of his stomach. He was constantly in and out of hospital, surviving on a diet of caffeine, nicotine and blood transfusions. A friend’s daughter […]
What Type of Boss are You?
In most businesses there are two types of bosses (maybe more): Some are managerial Managers think strategically, they work out exactly where they want to go and then create plans to get them there, as effectively as possible. They plan, organise and execute. Managers… Have big plans Search out resources Exploit and optimise Work out the […]
The “A” Team
The escalation What do you do when things get out of hand? When your staff are bombarded with queries that they can’t handle? There are two lines of thought… Management Model 1: First split your staff into two pools, the experienced people who know what they are doing and the less so (who presumably don’t) […]
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