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Building Management Skills: An Action-First Approach 1st Edition

Building Management Skills: An Action-First Approach (1st Edition)

Book Edition1st Edition
Author(s)Daft, Marcic
ISBN9780324235999
PublisherCengage Learning
SubjectManagement
MANAGER CHALLENGE
Initial Thoughts
DISCOVER YOURSELF
DISCOVER KNOWLEDGE
What's Your Problem?
ACTION LEARNING
DELIBERATE PRATICE EXERCISES
IN-CLASS TEAM EXERCISE
FILELD TEAM EXERCISE
TEST YOUR METTLE
ROLE PLAY SIMULATIONS
PERSONAL SKILLS LOG
IN TEXT QUESTION
Chapter 13, MANAGER CHALLENGE, Initial Thoughts, Exercise 1
Page 475

Madison's Caffeine and Crullers bakery chain has been in trouble since the new competitor, Scone Prone, opened. General manager Jane Sutton has been trying to meet the competition and to increase C&C's productivity, so when director of operations Carrie Fishman came to her office and suggested they implement a performance management "scorecard," she thought it sounded like a good idea. If store managers could learn to measure not only financial performance, but customer service, internal business processes, and C&C's capacity for learning and growth, this could propel them forward. Jane started talking about this informally with her team. She thought everyone would welcome this new system. However, CFO Carlos Hernandez is very upset. He says it cost the company $50,000 to implement a new telecom system and C&C can't possibly take on another expensive project until it is paid off. Sales manager Jason Wong thinks it will take more focus away from making sales, which he emphasizes is the only way to improve the bottom line. Jane thinks improved accountability would boost performance and wonders why her team doesn't get it.

 

If you were Jane, how would you proceed to get your team on board for implementing a new performance scorecard?

Page 475