Management Trends

8/14/2019 Management Trends

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Management Trends

acting on the trends that matter


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RETHINK (West)Inc.

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


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RETHINK (West)Inc.

Changing CUSTOMER SERVICE Paradigm

FROM the old way

in the mail limited hours/availability Ill check with shipping

in our City/community this is what we have

we know what you need

mass production - few options acceptable quality

planned obsolescence

environment costsexternalized

Ill get a decision for you

TOWARDS a new era

e-mail as we speak 24/7 next day guaranteed

anywhere in world what do you need - Ill get it customers define service/product

customized for niche markets assured quality

durability

sustainable/responsible

consumerism Im empowered to make decision


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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 doingbusiness

somewhatisolationist/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 andsatisfaction)

plan, market, budget and hire on

promise to deliver open to possibility that best way

to achieve outcome may requireadditional resources

alliances/partnerships (givensimilar outcomes)


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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 timereporting

telecommuting to minimize

office requirements and

optimize staff QofL

computerized learning to keepstaff at leading edge

virtual corporations to bring in

new expertise

networking functional teams to

share experience, information,fresh ideas

handling subtleties of cultural

diversity


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RETHINK (West)Inc.

Workstyle Shifts

FROM TOWARDS

responsive/rigid

dependence on authority

trained responses/conformity

replication

stop action controls

adverse to risk

regular scheduled hours

centralized

isolated bureaucracy

authoritative

managed individuals

departments/units

adaptive/flexible

independence/autonomy

initiative/problem solving

creativity

monitoring controls

calculated risk taking

flexible work patterns

decentralized

networked cyberocracy

democratic

self-managed teams

project teams


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RETHINK (West)Inc.

Many ways to describe the AGE OF UNSTRUCTUREAuthor Term/Descriptor

Alvin Toffler

Peter Drucker

Rosabeth Moss Kanter

Peter Keen

Tom Peters

D. Quinn Mills

Charles Savage

Lee Bolman

David Ronfeldt

Charles Handy

checkerboard organization, pulsating

organization, two-faced organization

networked organization

dancing elephants

relational organization

life without hierarchy, necessary disorganization

cluster organization

human networking

all channel network

cyberocracy

shamrock structure


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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 supportsorganizational audits and improvement.


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RETHINK (West)Inc.

www.foresight-trendscan.blogspot.com

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Management Trends