{"id":8791,"date":"2020-05-05T12:04:37","date_gmt":"2020-05-05T12:04:37","guid":{"rendered":"http:\/\/i-interact.eu\/wordpress\/?p=8791"},"modified":"2020-05-05T12:05:06","modified_gmt":"2020-05-05T12:05:06","slug":"%e2%80%9dmanagement-by-walking-around","status":"publish","type":"post","link":"https:\/\/i-interact.eu\/wordpress\/?p=8791","title":{"rendered":"Management by Walking Around"},"content":{"rendered":"

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\u201dLa \u00eenceputul anilor 2000, c\u00e2nd s-au deschis primele hipermarketuri \u00een Rom\u00e2nia, \u00eemi amintesc c\u0103 de c\u00e2te ori mergeam la cump\u0103r\u0103turi acolo, ma \u00eent\u00e2lneam cu directorul general al firmei, cu directorul de magazin, cu category manager. \u00eei \u0219tiam pentru c\u0103 erau clien\u021bii no\u0219tri, francezi cu mult\u0103 energie, care erau foarte dedica\u021bi muncii lor. Directorul de magazin chiar avea biroul pozi\u021bionat astfel \u00eenc\u00e2t s\u0103 vad\u0103 de sus toat\u0103 suprafa\u021ba, toate aleile, s\u0103 aiba acea vedere din elicopter.<\/p>\n

Nu a fost weekend \u00een care s\u0103 merg la hipermarket \u0219i s\u0103 nu m\u0103 \u00eent\u00e2lnesc cu vreunul dintre ei trec\u00e2nd de la o categorie la alta, vorbind cu clien\u021bi, cu angaja\u021bi.
\nErau, pentru mine, defini\u021bia conceptului \u2018management by walking around\u2019. Au reu\u0219it, firma a mers foarte bine, rezultatele lor au fost mult timp printre cele mai bune din Europa.<\/p>\n

M\u0103 g\u00e2ndesc de multe ori la ei c\u00e2nd aud oameni pl\u00e2ng\u00e2ndu-se c\u0103 \u0219efii lor nu se intereseaz\u0103 de ei, nu \u00eei \u00eentreab\u0103 nimic, nu le vorbesc.
\nCred c\u0103 de multe ori managerii, mai ales cei din top management, se \u00eenchid \u00een turnul lor de filde\u0219 \u0219i stau \u00een reuniuni, fac diverse planuri, strategii, \u0219i uit\u0103 s\u0103 se duc\u0103 s\u0103 \u00eentrebe pe cei din jur, pe cei din echipe, cum s\u00eent, ce se \u00eent\u00e2mpl\u0103, ce provoc\u0103ri au, care mai s\u00eent cererile clien\u021bilor, ce cred ei c\u0103 ar putea face firma mai bine.<\/p>\n

\u00cemi amintesc de un studiu de caz despre care am vorbit la EMBA \u00een care o mare firm\u0103 de avia\u021bie care voia s\u0103 reduc\u0103 costurile, a decis s\u0103 cear\u0103 sugestii de la stewardeze. Au ales ni\u0219te sugestii de-ale acestora, le-au implementat, f\u0103r\u0103 prejudicii pentru clien\u021bi, \u0219i au reu\u0219it s\u0103 eficientizeze foarte elegant cheltuielile (cred ca era vorba de reducerea num\u0103rului de m\u0103sline la business class).<\/p>\n

Ma g\u00e2ndesc la c\u00e2teva motive pentru care un manager nu ar face ce f\u0103ceau clien\u021bii mei de la hipermarket:<\/p>\n

Profil introvertit – retras, mai greu s\u0103 vorbeasc\u0103 cu oamenii;
\nTeama de ce ar putea descoperi;
\nTeama c\u0103 nu este suficient de preg\u0103tit (vezi sindromul impostorului);
\nAtitudinea de genul: \u201dnu e treaba mea\u201d;
\nComportamentul s\u0103u a fost validat de-a lungul timpului, deci el consider\u0103 c\u0103 face bine;
\n\u00ce\u0219i \u00eencarc\u0103 agenda cu foarte multe ca s\u0103 se ascund\u0103 apoi \u00een spatele lui \u201dnu am timp\u201d;
\nA auzit\/citit el c\u0103 un top manager trebuie s\u0103 fac\u0103 strategii, nu s\u0103 stea de vorb\u0103 cu angaja\u021bii de r\u00e2nd.<\/p>\n

Mi se pare periculos pe termen lung. Oamenii nu vin neap\u0103rat s\u0103 \u00ee\u021bi atrag\u0103 aten\u021bia c\u0103 faci ceva gre\u0219it, c\u0103 unele decizii au impact negativ asupra clien\u021bilor. Distan\u021ba fa\u021b\u0103 de autoritate e mare \u00een Rom\u00e2nia, mul\u021bi prefer\u0103 s\u0103 nu se duc\u0103 ei c\u0103tre manager, cu at\u00e2t mai pu\u021bin dac\u0103 e vorba de \u0219eful firmei.
\nDac\u0103 nu mergem noi c\u0103tre oameni, c\u0103tre clienti, atunci cum s\u0103 afl\u0103m care s\u00eent provoc\u0103rile majore ale celor care interac\u021bioneaz\u0103 cu clien\u021bii?
\nDac\u0103 nu ne ducem, de exemplu, la diverse agen\u021bii ale unei b\u0103nci, neanun\u021bat, cum afl\u0103m c\u0103 angaja\u021bii s\u00eent dep\u0103\u0219i\u021bi de num\u0103rul de clien\u021bi, c\u0103 ace\u0219tia din urm\u0103 stau cu orele la coad\u0103 la ghi\u0219eu, c\u0103 s\u00eent foarte nemul\u021bumi\u021bi? Am experien\u021be de acest gen cu o banc\u0103.<\/p>\n

Cred c\u0103 e vremea s\u0103 ie\u0219im din bula noastr\u0103 \u0219i s\u0103 ne ducem s\u0103 vedem ce se \u00eent\u00e2mpl\u0103 \u00een punctele de interac\u021biune cu clien\u021bii, care e atmosfera printre \u2018raioanele firmei\u2019 noastre. Care s\u00eent acele \u201dpain points\u201d ale clien\u021bilor, ale angaja\u021bilor? A\u0219a vom \u00een\u021belege mai bine ce avem de f\u0103cut, ce decizii s\u0103 lu\u0103m.
\nIar dac\u0103 nu ne vine s\u0103 mergem c\u0103tre ei, s\u0103 ne lu\u0103m un mentor, executive coach, care s\u0103 ne sus\u021bin\u0103 \u00een a scoate la iveal\u0103 cea mai bun\u0103 versiune a noastr\u0103, s\u0103 ne ajute s\u0103 facem planul de empatizare cu experien\u021ba clientului \u0219i a angajatului \u0219i s\u0103 \u00eel implement\u0103m.
\nE posibil s\u0103 fie dificil la \u00eenceput \u00eens\u0103 s\u00eent 100% sigur\u0103 de beneficiile pe termen mediu \u0219i lung.\u201d<\/p>\n

Weekly Inspiration scris de Georgeta Dendrino.<\/p>\n

#enablingchange
\n#healthymanagement<\/p>\n","protected":false},"excerpt":{"rendered":"

\u201dLa \u00eenceputul anilor 2000, c\u00e2nd s-au deschis primele hipermarketuri \u00een Rom\u00e2nia, \u00eemi amintesc c\u0103 de c\u00e2te ori mergeam la cump\u0103r\u0103turi acolo, ma \u00eent\u00e2lneam cu directorul general al firmei, cu directorul de magazin,…<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[18],"tags":[],"_links":{"self":[{"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/8791"}],"collection":[{"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=8791"}],"version-history":[{"count":4,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/8791\/revisions"}],"predecessor-version":[{"id":8797,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/8791\/revisions\/8797"}],"wp:attachment":[{"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=8791"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=8791"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=8791"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}