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McKenna Leadership Center St. F. X. Schwartz School

Services Management. McKenna Leadership Center St. F. X. Schwartz School. “Strategy is for ametuers …”. ….execution is for experts” Especially true for s ervice businesses NYT article “What’s luck got to do with it?”. Consistently good service .

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McKenna Leadership Center St. F. X. Schwartz School

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  1. Services Management McKenna Leadership CenterSt. F. X. Schwartz School

  2. “Strategy is for ametuers…” • ….execution is for experts” • Especially true for service businesses • NYT article “What’s luck got to do with it?”

  3. Consistently good service • ……over a long period of time requires a healthy culture….but that is a broader topic • Good Service requires • Good design • Good support • Good information • Good people • Great supervisors

  4. Supervisors’ normal duties • Conduct hiring / selection interviews • Train and guide new employees • Ensure compliance with policy/standards • Solve difficult customer problems • Evaluate and counsel difficult employees • Be the on the scene voice of management in unusual events or “off schedule operations”d

  5. Supervisors also … • Serve as the intermediary between front line employees and senior management • People believe/trust those they know • People know their supervisors • If a supervisor doesn’t believe/support the message…..the rank and file will see it instantly • Frequently have to be on the firing line • Enforcing compliance • Holding the “company line”

  6. Supervisors also . . . . • Know what works and doesn’t work • They can be invaluable in product/service design • Are powerful and can be resistant to change • They have leverage/influence* • They have knowledge • They can undermine desired change/new initiatives *front line employees and senior executives depend on supervisors

  7. Tips for leading supervisors • Respect them and the difficulty of their jobs • Listen to them, seek their advice • Keep them informed/make them feel like they are on your team • Always brief before rank and file • Find forums where they can tell you their opinions • Let them deliver good news • Accomplishments, recognition bonuses, etc.

  8. Questions • Where should you get your supervisors?

  9. Questions • Where should you get your supervisors? • How can a supervisor help or hurt senior management?

  10. Questions • Where should you get your supervisors? • How can a supervisor help or hurt senior management? • What are two or three good traits for a supervisor? How about bad ones?

  11. Questions • Where should you get your supervisors? • How can a supervisor help or hurt senior management? • What are two or three good traits for a supervisor? How about bad ones? • What support does a supervisor need from his management?

  12. Questions • Where should you get your supervisors? • How can a supervisor help or hurt senior management? • What are two or three good traits for a supervisor? How about bad ones? • What support does a supervisor need from his management? • Should you ever over rule a supervisor?

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