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This month we focus on how effective leaders create
the conditions for exceptional customer satisfaction, a few lessons
for HR practitioners from the dinosaur's perspective, and a guest
writer's views on planning the future.
HPS works one-on-one with leaders who want to perform at their
best and inspire the best from their people. We show you how to
transform your current level of performance to your highest potential.
Our only purpose is to significantly improve your leadership effectiveness,
team and organizational performance, and bottom-line business results.
HPS Leadership Best Practices™ E-Zine is published monthly
as a resource for senior executives who seek practical and cost-effective
solutions to challenging business management issues.
We welcome your feedback, suggestions to improve this publication,
and requests for new topics of interest. Please feel free to contact
me directly (lfehd@hp-strategies.com)
at any time.
Until next month and kindest regards,
Larry Fehd, President
HUMAN PERFORMANCE STRATEGIES
Corporate Headquarters, Austin, Texas
Office: (512) 415-0748; Fax: (512) 335-6630
www.hp-strategies.com
Coming Next Month
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Business Process Improvement: A Series of articles on Business
Process Improvement (i.e. Six Sigma or Black Belt) |
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How Non-Cognitive Intelligence Impacts Leadership Effectiveness,
Organizational Performance, and Business Results |
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Discretionary Employee Contribution: Getting 100% from Your
Employees |
Coming in Future Issues
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How Tangibles and Intangibles Influence the Bottom-Line |
| • |
Building the Strategic HR Enterprise |
| • |
Emotional Intelligence: Assessment and Development by Edmond Bazerghi,
PhD, Center for Executive Assessment |
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What and Why Are Easy; Knowing How Is the Key |
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The Stages of High-Performance Team Development |
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Say No to High-priced Assessment Tools |
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Balancing Strategic and Tactical Workloads |
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Don't Take It Personally, It's Only Business |
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Safety: It's Not What You Think |
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Grow Your Own or Steal Your Neighbor's |
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Diversity: Different + Different = Power |
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Essentials for Creating and Sustaining Trust |
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Customer Satisfaction: Norm vs. Anomaly
Customer satisfaction, whether provided inside or outside the
organization, is a key indicator of important organizational performance
and is often a predictor of future business success. Customers are
essentially volunteers and in most cases have alternative options
in terms of product or service selections. Customers also have a
great deal more power than some business owners may fully recognize.
[more]
Traditional HR Practitioners: Lessons from the Dinosaur
Paleontologists have studied and documented the evolutionary fate
of the dinosaur. Anthropologists continue to study the origin and
physical, social, and cultural development and behaviors of humans.
If we consider the fate of traditional HR practitioners in the context
of paleontology, the future seems dim at best. However, if we consider
HR practitioners as seeking transformation to HR strategists, then
anthropological history would suggest a bright future for the strategically
oriented HR leader. [more]
The Future Can Be Planned
by Gary Stroud
In 1996 Ron Brown was the Commerce Secretary for the United States.
He took a group of thirty executives on a business development mission
to Bosnia. The executives were chief executive officers and presidents
of medium to large corporations. The plane they were in crashed
and all people on board were killed. How did the companies react
when they got the news? Did they have a plan in place to take the
company forward? If they had succession plans in place none would
have had trouble picking up the pieces. [more]
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