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Home arrow Management arrow Performance Management for Agile Organizations: Overthrowing The Eight Management Myths That Hold Businesses Back

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The Top 10 Key Points ...

  • 1. The second myth—quality systems and processes guarantee good out- comes—is the prevailing philosophy of the QA movement.
  • 2. The concept of producing quality didn’t start with scientific management; but Taylor elevated the status of QA by demonstrating its significance to organizational performance.
  • 3. In broad terms, QA is perfecting the way things are done to produce quality products and services to meet the needs and expectations of the end-user: the customer.
  • 4. Despite the emphasis on the customer, quality is mostly measured by whether an organization has met certain criteria; if so, they get the literal seal of approval for meeting industry standards by a regulatory body.
  • 5. QA is not the total answer to focusing on the customer; it is part of the answer, albeit an important part, but not the only part.
  • 6. The developing trends illustrate the need for product producers and service providers to be flexible and customer responsive as much as anything else.
  • 7. A customer-focused business is one where decisions about their product and services are made based on continually aligning customer needs and wants with the overall goals of the company.
  • 8. People in sales and customer service positions, in particular, are in a brokerage role between the organization they work for and customers they service.
  • 9. With a QA system in place, there are four practices that move the company from a compliance-driven organization to a customer- focused enterprise.
  • 10. A common challenge that’s not generally considered in the management literature is how to deal with out-of-the-ordinary demands of the customer.

Notes

  • 1. Baker, T. (2014). Attracting and retaining talent: Becoming an employer of choice. London: Palgrave Macmillan.
  • 2. Solomon, M. (2012). High-tech, high-touch customerservice: Inspire timeless loyalty in the demanding new world of social commerce. USA: AMACOM.
  • 3. Parisi, C. (2013). What is customer service? 6 major trends changing the customer’s expectations. http://playbook.amanet.org/what-is-customer- service-6-major-trends-changing-the-customers-expectations/#. Vinmj rKxJvQ. email
  • 4. Baker, T. (2009). The 8 values of highly productive companies: Creating wealth from a new employment relationship. Brisbane: Australian Academic Press.
  • 5. Baker, T. (2014). Attracting and retaining talent: Becoming an employer of choice. London: Palgrave Macmillan.
 
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