“Managers today are taught not to micromanage their employees. But there comes a time in every business when you need to step in and master the details.”
“Five Whys is a problem-solving technique developed by Toyota after World War II to improve its manufacturing process. The idea is to ask "Why?" five times to get to the root of any failure, so you fix the core problem instead of the symptoms.”
“Isn't today's modern leader supposed to hire brilliant people, give them a little direction, and just let them go to work? Doesn't micromanagement turn smart people into robots?
Yes, maybe. But here's my new theory: At the top of every company, there's at least one person who really cares and really wants the product and the customer experience to be great. That's you, and me, and Ryan. Below that person, there are layers of people, many of whom are equally dedicated and equally talented.
But at some point as you work your way through an organization, you find pockets of people who don't care that much. For them, it's a job. They just want to get through the day and don't find it upsetting that ... If you're lucky, none of those people are employed by your company. But the minute you begin to rely on outside vendors, you expose yourself to their people, some of whom inevitably just won't care enough or know enough or have the right skills to deliver the awesome experience you're trying to deliver.”
“The minute you cross that line, from the people who care to the people who want to go home, that's when you have to micromanage.”
“You know what? Getting good Wi-Fi in a room with hundreds of laptops is very, very difficult. Usually, it takes a couple of weeks of preparation, specialized equipment, and two or three dedicated technicians who have extensive experience in this exact problem. Almost nobody knows how to do it. ...”
(in toto)
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