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A Customer complaint management system
Background The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of...
Credit management - The way to the Top
The key to survival for any business is efficient credit
management and debt recovery.
In dealings between businesses, a supplier is expected to allow
a customer time to pay for the goods or services provided, but
if the customer pays later...
Home based Business-Tips for Time Management
Unless we devote enough time for our home business we cannot expect to get positive results. Just setting up a home business is not sufficient. It will not run on its own. You may think that you are fully occupied with your home management and left...
Money management guide
When the prices of commodities are booming and expenditure is increasing in every manner, it becomes essential to make some planning for your income.
* The best way to take care of your money is to plan a budget. A budget should keep a track of...
The Practice of Knowledge Management
Knowledge management is not about technology. It is about culture. To put it into the right perspective,the practice of knowledge management will drive the organisation to develop a strong culture of competency and innovation. Such enterprise-wide...
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Ten Top Performance Management Tips
Sadly, Performance Management has got itself a bad reputation. Dreaded by those on the receiving end and considered an unproductive chore by the manager, the value and benefits have been lost. But there is another way and here are Ten Tips to help.
- Talk to Your People Often
By building a great relationship with your people you will bring trust, honesty and information. This gives you a head start in Performance Management of your people.
- Build Feedback In
On the job two-way feedback processes gets rid of the nasty surprises that gives Performance Management such a bad name. By building it in as a natural activity, you take the edge away.
- Be Honest
By being frank and honest, which the preparation work in building a great relationship has afforded you, both parties treat each other with respect and see each other as working for everyone’s benefit.
- Notice Great Performance
When you see good stuff, shout about it! Let people know. Celebrate successes and filter this into formal processes.
- Have a System
Performance Management is a process and needs some formality - especially for good personnel practice and record. This need not be complicated, but it needs to be organised and have timescales.
- Keep it Simple
But do keep it simple. If you have a relationship with your people that is strong anyway, you already know what they are about. Formal discussions can be friendly and simple, with formality kept to a minimum.
- Be Very Positive
Celebrate
Associated Websites
great performance! Focus on what’s going well. It's about successes and building on strengths, not spending ages on their weaknesses - that serves no-one. Go with the positives!
- Achieve Their Needs
Remember that we all have needs that we want fulfilling. By working with your people to create outcomes that will do this, you will strengthen your relationships and channel effort in a constructive direction.
- Tackle Discipline
Whilst it often happens, Performance Management is not about managing indiscipline. That has to be managed in a different way. By setting clear standards in your business that everyone understands and signs up to, discipline becomes much, much easier.
- Learn from Mistakes
As part of regular on-the-job and informal review, mistakes will come to light; things will go wrong. By using the ‘What went well? And ‘What could you do differently?’ format, the unsatisfactory performance becomes controllable and a positive step.
Try these ten out, maybe not all together, but one at a time. Have fun! There are other benefits apart from just improving the performance of your people - can you spot them?
About the Author
© 2005 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - with a live link if you can).
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