Organizational change as part of the business lifecycle, when positive, fuels continuous improvement and growth. Without positive change, the organization will eventually expire. An effective continuous improvement strategy is contingency-based, but dependent on structure that is aligned with the core values of the organization. Research shows the most successful models incorporate common elements of incremental improvement, [...]
The value chain is used to identify opportunities for differentiation or cost advantage, helping the organization to select the most profitable differentiation or cost variables. The appropriate level for constructing a value chain is the business unit. As products pass through a chain of activities in order, they should gain value in each step. The chain [...]
Every organization has customers. Sometimes they are internal, but most often they are external, and vital not only to the current state of the organization, but its future. Customer service management with a focus on rules and procedures can be harmful to your brand and to customer loyalty. Service team leaders who inspire and lead by [...]
The “marketing mix” is a term that was coined more than 60 years ago to describe the tools used by companies to determine what to build and sell, and how to sell it. Technology and the use of data have fostered a science of using more complex and evidence-based systems but the goal is unchanged. This [...]
This course examines how an organization can identify the wide range of Key Performance Indicators (KPI) required to assess the current level of performance of individuals, work units and departments, and the organization overall. It examines the linkage between core business objectives, stated internal and external goals, performance standards and expectations, and KPI’s. The course includes [...]
This course is outward-focused on the delivery of true and/or perceived value to customers. It examines the value proposition elements of cost, quality, functionality and service. A value proposition statement to clients must accurately portray how the value will be delivered, experienced, and acquired. Knowing the value perceived by the client is important not only in [...]
While asset management is a phrase commonly used in the financial industry, it is the coordinated activities of any organization to realize value from its assets. This course looks at the processes used to effectively develop, operate, maintain, upgrade, and dispose of assets cost-effectively. Assets are typically considered to be the resources used by the organization [...]
The original concept of lean management had, at its core, the goal of eliminating inefficiencies and wasted resources. It has evolved to include increased production and reduced cost through improved work processes. While lean management as a practice has existed for over half a century, it continues to be the standard for world-class manufacturing and has [...]
Developing a fuller awareness of the business; its strengths and weaknesses; opportunities and threats; aids in strategic planning and effective decision making. SWOT analysis can offer valuable perspectives at any stage of the organization’s evolution. The purpose of the analysis is to reveal positive forces and synergies that can drive the venture forward, and potential problems [...]
Community relationships can be a symbiotic relationship between an entire local community, a constellation of clients and partners within your business community, a community-based organization or agency and your business. These relationships can be short-lived and serve one purpose or be widespread and sustained over years. Regardless of the duration, the community relationship has the potential [...]
An effective leader must efficiently prioritize the myriad tasks, decisions and activities that occur in the daily life of an organization, and manage time effectively. Prioritization is both an art and a science; being able to determine what is urgent versus important. How artful you are and how much science you employ is usually an unconscious [...]
This course examines the managerial aspects of leadership and the significance of efficiency, preparedness, and effectiveness in managing the work environment. Leaders must be managers, and managers must be leaders. Both functions involve influencing others, working with groups, and goal accomplishment. Knowing when and why to play each role is a key to your success. While [...]
Contingency theory is based on the premise that there is no template or blueprint for building a successful business operation, or corporate structure. The optimal course of action depends on the unique internal and external variable of the enterprise. The contingency approach to managing a business, or division, relies on the ability of the manager to [...]
Effective workplace teams go through an evolutionary process as they move toward collaboration and productivity. Facilitating higher functioning and higher efficiency means breaking down barriers such as isolation among staff, and increasing commitment to the organization's mission and vision. Teamwork combines a variety of objectives that require component tasks in completing the team goal. Members play [...]
Performance standards set the bar for team and individual achievement, and form the basis for appraising employee and unit performance. Collaboration is an often overlooked element in setting expectations. Some business leaders believe that employee involvement will lead to diffuse or lesser expectations, but research has shown that employees are often the experts when it comes [...]
This course provides insights into the true power relationships in the workplace. While traditional power structures are designed to provide a chain of command in achieving the goals of the organization, referent or expert power is often the most influential factor in determining staff compliance, motivation and achievement. Referent power is the power of a leader, [...]
People want to work for and do business with organizations that demonstrate respect as part of their culture. Whether it is with co-workers, customers, suppliers, or anyone you encounter, respectful conduct has no downside, and is desired and expected in every interaction. Respect isn’t just about words. Research worldwide shows no other behavior by leaders in [...]
Successful work units encourage independent thinking and creative problem solving, motivate and inspire staff, and reduce and eliminate negative influences and activities that hinder productivity and harmony. Employee relations in a large workplace is typically directed by a Human Resources department, but even in large organizations and unionized environments, unit managers must understand and be able [...]
Staff capacity affects the maximum achievement an organization can attain at any given point in time. Key elements include the intellectual ability, knowledge, and skills of teams and individuals, the quality and quantity of resources available to achieve outcomes, and the impact of social organization and environmental factors in the workplace. The key word in this [...]
The skilled communicator enhances employer-employee relationships, commitment to organizational purpose and goals, employee satisfaction and motivation, and a positive workplace culture. Effective communication skills also support self-development in helping to clarify your thoughts, understand the meaning of others not only from their words but also their nonverbal cues, and effectively convey information, feelings, and opinions. Interpersonal [...]
