Tomorrow is the monthly review with the team, where we sit down and most of the time I'll do the talking. It is really hard to hear the team voices, as I can see that not everyone really into this business. They come to work for the sake of work, check the bank account early of the month, pay bills and do your daily task.
So it's like running the operation alone, whereby plans carry out but not efficient. How effiecient we're talking about? RESULTS and moving towords the next level. Creative synergy and teamwork produce great effects. Now, how do I include them in the circle?
It is hard to manage and maintain your human resource account, the deposits and the withdrawals through emotional account. The one most important thing for a leader to look out is the human accounts.
Well, I am very dissapointed with how 'these people' handle their staffs. Money doesn't produce results. It is the people.
I should continue with preparing slides for tomorrow. The pause maybe too long haha.
Wednesday, June 9, 2010
As usual, tomorrow is my customer satisfaction index review. Mostly we talk the 'walk' and derive any fails item, based from the feedback by customers.
Again, I can't see clearly whats going on with the team. Why do we keep on failing for the past 7 months?
I used my precious time, go out, to understand more what's going on before to be understood. There are some little things that they (engineers) need to improve, but still I can't see any big flaws during the service. Trace by the case that I attended with engineers, all with good feedbacks.
So I think that they are giving their best, cover up mistakes, commit, so that they will show how good they are with customers. Yet, we are still fail to meet our target. Customers keep on saying 'fast', 'good', 'ok lah', but not outstanding or excellent.
Today, I try to change my perspective. The paradigm shift.
I will try to go deep, focus more on what customer commented rather than looking on what those guys have been doing, mistakes and flaws.
I should come out with something tonight.....so stay tune.
I will walk the 'talk' instead.
Monday, June 7, 2010
Its 2 am right now, try to sleep but can't sleep.
As usual, if I can't sleep I will read this book from Stephen R. Covey titled Principle-centered leadership. It's a good book, on how transforming you views on management and leadership. The problem I'm having right now is....I do not understand most of the part. Maybe I need to read it twice and pause between paragraph, giving time for my brain to process.
Let me share some few lines in the book, the chapter that I read it tonight.
The writer writes about how leadership different from management. You use your left brain to manage, right brain to lead. It's like yin and yang, where yin is the feminine part and yang the masculine. Do not confuse with man and woman, man can be feminine or woman can be masculine. The left mostly deals with words, the right with pictures; the left with parts and specifics, the right synthesis - to put together. Sequential thinking, time bound for the left and the right is simultaneous and holistic thinking, time free and it might lose a sense of time altogether.
Oh, he does mention about ethos, pathos and logos. (He mention ' Greek philosophers' only....no Aristotle)
Anyways, the point is that we need to balance both our management and leadership to bring out the best in our organizations. Management is about doing things right and leadership is about doing the right things.