Management

Management Advice From George Eliot

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Fancy what a game of chess would be if all the chessman had passions and intellects, more or less small and cunning; if you were not only uncertain about your adversary’s men, but a little uncertain also about your own . . . You would be especially likely to be beaten if you depended arrogantly on your mathematical imagination, and regarded your passionate pieces with contempt. Yet this imaginary chess is easy compared with a game man has to play against his fellow-men with other fellow-men for instruments.

–George Eliot, in Felix Holt, the Radical (1866)

Lots of political leaders and their academic advisors, and also more than a few business executives, fail to understand this point about the kind of “chess” that they are playing.

See also investing advice from George Eliot.

Retro-Reading

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It’s interesting to pick up a copy of a business magazine from 10 years ago or more and look at what was then hot and at the predictions that were being made–and how well they stood up with the passage of time.

Forbes ASAP (4/6/98) carried an article by George Gilder, in which he asserts that companies will increasingly compete by understanding that the customer’s time is a valuable resource–and making it possible to do business with them without wasting it.

The fact is that the entire economy is riddled with time-wasting routines and regimes that squander much of the time of the average customer. Suffice it to say that the concept of the customer’s life span as a crucially precious resource, indeed the most precious resource in the information economy, has not penetrated to many of the major business and governmental institutions in the United States, let alone overseas.

The message of the telecosm is that this era is over, as dead as slavery in 1865. These lingering attitudes in established busineses and government offer the largest opportunities for new companies and strategies in the information age.

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Back to Business

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I usually read articles about business management the way my dog watches us eat dinner: with hope – never quite crushed, no matter how seldom fulfilled – that some toothsome morsel will come to me. This one was a nice meaty steak, fresh from the grill. If you have anything to do with corporate IT, whether as a member, manager, or customer, read it. The premise is that geeks value competence, logic, and contribution, and reward these attributes with respect. Looking at that statement logically, you can see that the contra-positive must also be true: if you are not getting respect from your IT department, you should look to yourself to see why not. If you ask a good IT person to do something dumb, illogical, or counter-productive, he will object. If you force the issue, you may get compliance but you will certainly forfeit respect. This is where a good IT department will start to rot. IT people tend to view management incompetence as a bug, and if they cannot fix it, they will come up with a work-around. If the bug is in corporate management, the IT department will pursue paths that they believe are better for the company’s interests than what they were told to do. If the bug is in IT management, there will be subversion, factionalism, and low morale, since the IT staff knows that IT management is not effectively representing them to the rest of the company. Either situation causes a split between IT and the rest of the company which may not even be recognized until there is a major failure.

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Be Afraid

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Many Unhappy Returns, by Charles Rossotti, is the story of Rossotti’s experiences as IRS Commissioner, which position he held from 1997-2002–having previously spent his career in the private sector and been cofounder & chairman of American Management Systems Inc. I picked the book up for a dollar at a library book sale, thinking it might offer an interesting case study on the challenges of managing and improving a very large bureaucratic organization.

And I’m sure it does. On the very first pages of the book, though, are some stories which are very relevant to our current political situation.

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Mindless Verbal Taylorism

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Four customer service stories:

1)Telephoning a restaurant. Call a restaurant on the phone–to make a reservation, check on the specials, whatever..and you will likely hear something like this:

Thank you for calling Snarfer’s Steakhouse, where the elite meet to eat. My name is Tiffany…how may I be of assistance to you today?

You can bet Tiffany didn’t come up with this string of words herself. She has been told exactly what to say, has to say it 100 times a day, and is so tired of saying it that she often slurs the words together:

Thank-you-for-calling-Snarfer’s-Steakhouse-where-etc-etc-etc

Often, the message is so slurred and incomprehensible that I’m not sure I’ve called the right number, resulting in a question:

Is this Snarfer’s Steakhouse?

This kind of thing originated with chain restaurants but can now often be found at many independent restaurants as well.

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