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It makes sense when you think about it. If you know of a bottleneck and you can fix it, then chances are you will just go ahead and fix it if you can. The bottlenecks which don’t get fixed as easily are when then people who can see the bottleneck are not in a position to fix it. For instance one of the biggest bottlenecks in our support process is licensing inquiries. To fix that means building a new licensing system which is really more of an action for development. So good management is as simple as having an open dialog to find out where the real bottlenecks are and getting those fixed. |
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So good management is about helping to bring visibility on those bottlenecks - it’s all about good communication. |
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It’s easy as a manager look at a system and find things which look like they need to be fixed. The problem if you are not tapping into the knowledge of the people in the system who are closest to it that you will identify things which you think are bottlenecks but actually aren’t the real bottlenecks. This is when time and money get wasted fixing problems which don’t improve the system. You have to be humble as a manager and get people to trust you to have open conversations to find the real bottlenecks with your people. This is so important. |
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