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Zusammenfassung von The Leader’s Guide to Radical Management

Name: The Leader’s Guide to Radical Management
Rating: 4.2 (74 reviews)
Author: Stephen Denning

Stephen Denning

Reinventing the Workplace for the 21st Century

4.2 (74 Bewertungen)

17 Min.

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The Leader's Guide to Radical Management by Stephen Denning offers a new way of managing organizations. It provides a framework that helps leaders to adapt to the complexity of today's markets by focusing on delivering value to customers.

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The Leader’s Guide to Radical Management
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What’s in it for me? Find a new, radical way to manage your business.

Most leaders constantly think about how best to manage their teams, departments or businesses. The conventional way can be crudely described as a top-down hierarchy, where the main purpose is to maximize profits. But in the new economy, this traditional rigidity is not enough; today, we need a new type of management: radical management.

Radical management focuses on customer delight and innovation. It’s based on seven principles that will get your team to focus on your customers. This is a step-by-step guide on how to apply these principles, abandon the ossified approach of traditional management and adopt radical management instead.

You will also find out

why your Net Promoter Score is crucial;
how self-organizing teams drive diversity and innovation; and
why leading transparently is key to radical management.

Every business should seek to delight its clients and turn them into promoters.

If you want to practice radical management, you need to start by asking an important question: “What am I trying to accomplish?”

The answer to that question, and the guiding principle for your business, should be client delight.

If you can keep your clients delighted, you’re bound to have a successful business, with loyal customers who’ll provide you with steady profits. This money can then be used to fund innovations for maintaining that delight.

And you should not only inspire delight in your clients; it should be used to motivate and inspire your employees as well.

Instead of just working for a paycheck, employees should recognize the value in helping others and putting a smile on a customer’s face. Client delight doesn’t just make a customer’s day better. It also makes the lives of employees happier and more fulfilled.

To measure client delight, you can reach out to customers directly with surveys or questionnaires that seek to determine their willingness to recommend your service to others.

Many businesses, including the Boston-based consultancy firm Bain & Company, have found that a willingness to recommend is one of the best indicators of client delight.

Fred Reichheld is a manager at Bain & Company, and his surveys use what’s called a Net Promoter Score (NPS).

This tool works by asking customers to use a scale of zero to ten to rate the likelihood of their recommending your product or service to other people. A very high score like nine or ten indicates the client will act as a promoter of your business, while a low score of zero to six suggests they’ll be a detractor – someone who will speak negatively about your business to others.

By using regular NPS surveys you can be sure you’re as effective as possible by targeting your detractors and putting your efforts into turning them into promoters.

But facilitating this metamorphosis requires that you know how to delight your clients, which is what we’ll explore in the blinks ahead.

To solve the complex problem of delighting clients, you need diverse, self-organizing teams.

So how can you make sure your customers are delighted?

Well, unfortunately, there isn’t one simple answer to this question. But there are steps you can take to ensure you’re doing everything you can.

With client-driven iterations, you’ll please both clients and employees.

No one wants to sell a product that customers have no interest in buying. But, nevertheless, there’s no shortage of businesses that continue to get stuck with massive and costly inventories of unsold products.

This is what the third principle of radical management seeks to avoid by using client-driven iterations.

Create a smooth workflow by creating value every step of the way.

If you have a daily commute and drive to work every day, you know how frustrating it can be when too many cars come together at once and create a traffic jam.

But the same thing can happen at work. When you take on too many projects and responsibilities, you can end up stuck, and, as a result, both your productivity and your clients can begin to suffer.

Spot and address problems by running a transparent organization.

You may have noticed that traditional management sometimes refuses to acknowledge a problem when it exists. And this lack of honesty and openness often puts it at odds with problem-solving.

Managers deny problems to maintain power and keep up the appearance that they’re in complete control. But it also means that employees are less likely to report real problems when they arise.

You must be on continuous lookout for self-improvement opportunities.

What would you do if you noticed a coworker was scamming company clients? Are you the kind of person who would stay quiet and not create an incident, or would you report it?

For a successful business, it’s important for management to create an environment where employees feel safe and comfortable enough to report a problem. In such an environment, it’s harder for minor issues to grow into massive problems, and it’s easier for employees to constantly be on the lookout for ways to improve.

With interactive communication, you can juggle all your tasks and be an effective manager.

If you’re a manager, it’s likely you’ve felt overwhelmed at one point or another. And who can blame you! After all, managers are expected to juggle three big responsibilities all at once.

First, managers need to make sure everyone's getting adequately compensated for their work.

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Worum geht es in The Leader’s Guide to Radical Management?

The Leader’s Guide to Radical Management (2010) offers seven key principles that will help managers stay focused on making their customers happy. You’ll find that the practical tools presented in these blinks will not only increase your profits; they’ll keep you and your workforce focused on what’s really important.

Wer The Leader’s Guide to Radical Management lesen sollte

Managers and CEOs
Entrepreneurs
Readers interested in good management techniques

Über den Autor

Stephen Denning is an Australian business guru who’s consulted for organizations around the world. He’s a specialist in management innovation and helping businesses find their own path to success. His other books include The Secret Language of Leadership: How Leaders Inspire Action Through Narratives and The Leader’s Guide to Storytelling: Mastering the Art and Discipline of Business Narrative.

© Stephen Denning: The Leader’s Guide to Radical Management copyright 2010, John Wiley & Sons Inc. Used by permission of John Wiley & Sons Inc. and shall not be made available to any unauthorized third parties.

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