This is straight from the mouth of a seasoned Managing Director (not from the internet boom produce)of an Engineering company. While the thoughts were guided to his team of functional heads, I think they can help a larger audience & they are simple.
One of the important and perennial task that managers do is setting objectives/ goals/ targets (this differentiation is a debate for another day). We are not new to seeing slides like Q2 target - better customer service, higher revenue, improved team morale and this day was no different. These goals have no accountability, no direction (some direction), little measurability and do no good to anyone.
Mind is very capable of following defined goals, as defined as it can get. The trigger for the good chase is putting the count in. So better customer service can be two ring pick up on service line, bringing first expert connect time down to 2 hours from current 4. Improved team morale can be drop in absenteeism, no resignation in the quarter,60% team members overachieve targets.
Once counts are in place, it becomes easier for the mind to organize time, energy, coordination to put the right chase. It also allows mind to measure, re-strategise and stretch.
So if you're really keen on winning the chase, help yourself, help your mind... everything falls in place.
MD says it all.
