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QUANTITY, QUALITY AND TIMELINESS
MEASURE WORLD CLASS MANAGERS
asked me awhile back how I would define a World Class manager. I
didn't have a ready answer, but I agreed to think about it and get
back to him. This vignette is my response. I thought it might be
useful to our readers.
Dave R. Dixon
World Class managers develop work groups whose capabilities match
up with those of high performance teams anywhere in the world. Given
enough of these work groups, a company becomes a World Class competitor.
Work groups (or teams) are measured by the quantity, quality, and
timeliness of their output. And of course, it is the effective integration
of individual efforts that determine the productivity of the group
and the quality of its output. So a World Class manager is necessarily
focused on the success of every individual in the group. He or she
will possess attitudes and skills that develop the following characteristics
in every team member:
Intolerance for poor quality.
Active interest in group success.
Willingness and ability to keep the flow.
A commitment to continuous improvement (and suggestions to support
An interest in production.
Knowledge of one's job.
Knowledge of other's jobs.
Willingness to assist compatriots.
Ability to measure one's own output.
Ability to measure one's own quality.
Knowledge of the product.
Knowledge of the process.
Willingness and ability to work with others to solve problems and
These characteristics are developed through a caring, respectful
attitude toward members of the group that is manifest by a consistent
approach to setting expectations, measuring performance and rewarding
success. These managers see themselves primarily as mentors, coaches
You won't recognize a World Class manager when you see her. Look
instead for the work group with the highest quality, the best productivity,
the lowest turn-over, the lowest absenteeism and the highest paid
employees. Then look for their leader. She will be off somewhere
running interference for the group--maybe even having coffee. After
all, this bunch really doesn't need a boss.