First, Break All the Rules: What the World's Greatest Managers Do Differently

by Gallup Press

As much as possible, define every role using outcome terms. • Find a way to rate, rank or count as many of those outcomes as possible. Measurement always improves performance. • The four most important emotional outcomes for a customer are accuracy, availability, partnership and advice. Examine each role in the company and identify what actually needs to happen to create these outcomes. In training classes, explain how the standardized steps of the role lead to one or more of these emotional outcomes. Also explain where, how and why employees are expected to use their discretion to create these outcomes. • Hold managers accountable for their employees’ responses to the Q12 items presented in Chapter 1. Employees’ responses to these 12 items are a very important outcome measure. Although we would not advise paying managers based on their employees’ responses, managers should use the 12 items as part of their overall performance scorecard.