Management Trends

acting on the trends that matter

CHALLENGES of Modern Management

 changing CUSTOMER SERVICE paradigm

 shift to OUTCOMES and evidence that results are
being delivered
 INFORMED ORGANIZATIONS – others will be
bypassed
 The AGE OF UNSTRUCTURE

RETHINK (West)
Inc.
 Changing CUSTOMER SERVICE Paradigm

FROM the old way TOWARDS a new era

 in the mail  e-mail as we speak
 limited hours/availability  24/7
 I’ll check with shipping  next day guaranteed

 in our City/community  anywhere in world

 this is what we have  what do you need - I’ll get it
 we know what you need
 customers define service/product

 mass production - few options  customized for niche markets

 acceptable quality  assured quality
 planned obsolescence
 durability

 environment costs  sustainable/responsible

externalized consumerism
 I’ll get a decision for you  I’m empowered to make decision
RETHINK (West)
Inc.
Shift to OUTCOMES/EVIDENCE
FROM ‘service driven’
goals/objectives
 
 CEO evaluated on efficiency
 annual reporting of activities,
services and budget
 popular program design
 performance measurement
based in inputs, outputs,
satisfaction
 plan, market, budget and hire
for programs and services
 ‘bottom line’ focus – least
expensive way of doing
business
 somewhat
isolationist/competitive
TOWARDS ‘outcome driven’
outcomes/ends
 are outcomes delivered (and
efficiency)
 reporting on difference made by
organization
 evidence-based best practice
 outcome/results based PM (as
well as efficiency and
satisfaction)
 plan, market, budget and hire on
‘promise to deliver’
 open to possibility that best way
to achieve outcome may require
additional resources
 alliances/partnerships (given
similar outcomes)
RETHINK (West)
Inc.
The INFORMED ORGANIZATION
 linking files to understand
place, person, business,
market
 target market segmentation
 informing staff team to
optimize opportunity and
reduce risk/liability
 linking allied firms to mutual
advantage - ‘just in time’
 24/7 production service
capability, linking time zones
 outsourcing to cheaper
environments
 minimizing staff support and
administrative requirement
 optimizing support to decision-
makers through ‘real time’
reporting
 telecommuting to minimize
office requirements and
optimize staff QofL
 computerized learning to keep
staff at leading edge
 virtual corporations to bring in
new expertise
 networking functional teams to
share experience, information,
fresh ideas
 handling subtleties of cultural
diversity
RETHINK (West)
Inc.
Workstyle Shifts
FROM TOWARDS
responsive/rigid adaptive/flexible
dependence on authority independence/autonomy
trained responses/conformity initiative/problem solving

replication creativity
‘stop action’ controls monitoring controls
adverse to risk calculated risk taking
regular scheduled hours flexible work patterns

centralized decentralized
isolated bureaucracy networked cyberocracy
authoritative democratic
managed individuals self-managed teams
departments/units project teams
RETHINK (West)
Inc.
Many ways to describe the AGE OF UNSTRUCTURE
Author Term/Descriptor

Alvin Toffler checkerboard organization, pulsating

organization, two-faced organization

Peter Drucker networked organization

Rosabeth Moss Kanter dancing elephants

Peter Keen relational organization

Tom Peters life without hierarchy, necessary disorganization

D. Quinn Mills cluster organization

Charles Savage human networking

Lee Bolman all channel network

David Ronfeldt cyberocracy

Charles Handy shamrock structure

RETHINK (West)
Inc.
Key Question – Key Strategy

Question
Is your organization keeping up with the times, considering
contemporary management, organizational development and
customer service practices.
NO 1 2 3 4 5 YES

Strategy
Work collaboratively through ARPA to develop a ‘Service Excellence
Framework’ that defines best practice for the field and supports
organizational audits and improvement.

RETHINK (West)
Inc.
www.foresight-trendscan.blogspot.com

RETHINK (West)
Inc.