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Managing with Conscience for Competitive Advantage PDF

126 Pages·2004·0.48 MB·English
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H1227 Geissler.qxd 8/26/04 11:45 AM Page i “Powerfully convincing . . . could help to change corporate cultures ... a vastly important, necessary change to the way we do business ... if I could, I would make it mandatory reading for executives.” Lynne B. Hare Program director Kraft Foods “A must-read book for all business starters, managers, supervisors, and owners . . . a wonderful, much-needed book.” Gabriele Pillman Associate quality engineer Ergotron “Relevant . . . an excellent and timely message. . . . I know from per- sonal experience that employees are more valuable . . . than all the assets on the balance sheet. . . . I am in total agreement.” Victor E. Sower, Ph.D., CQE Professor of management Sam Houston State University “Forthright and refreshing . . . well-written . . . easy to read . . . a valuable self-improvement tool.” L. David Weller Professor emeritus of educational leadership University of Georgia H1227 Geissler.qxd 8/26/04 11:45 AM Page ii H1227 Geissler.qxd 8/26/04 11:45 AM Page iii Managing with Conscience for Competitive Advantage H1227 Geissler.qxd 8/26/04 11:45 AM Page iv Also Available from ASQ Quality Press: Bringing Business Ethics to Life: Achieving Corporate Social Responsibility Bjørn Andersen Transformational Leadership: Creating Organizations of Meaning Stephen Hacker and Tammy Roberts The Trust Imperative: Performance Improvement Through Productive Relationships Stephen Hacker and Marsha Willard Making Change Work: Practical Tools for Overcoming Human Resistance to Change Brien Palmer The Synergy of One: Creating High-Performing Sustainable Organizations through Integrated Performance Leadership Michael J. Dreikorn Finding the Leader in You: APractical Guide to Expanding Your Leadership Skills Anton G. Camarota Office Kaizen: Transforming Office Operations into a Strategic Competitive Advantage William Lareau Observations from the Trenches David H. Treichler To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://qualitypress.asq.org. H1227 Geissler.qxd 8/26/04 11:45 AM Page v Managing with Conscience for Competitive Advantage Pete Geissler ASQ Quality Press Milwaukee, Wisconsin H1227 Geissler.qxd 8/26/04 11:45 AM Page vi American Society for Quality, Quality Press, Milwaukee 53203 © 2005 by American Society for Quality All rights reserved. Published 2004 Printed in the United States of America 12 11 10 09 08 07 06 05 04 03 5 4 3 2 1 Library of Congress Cataloging-in-Publication Data Geissler, Pete, 1933– Managing with conscience for competitive advantage / Pete Geissler. p. cm. Includes bibliographical references. ISBN 0-87389-638-6 (alk. paper) 1. Business ethics. 2. Industrial management—Moral and ethical aspects. 3. Organizational behavior—Moral and ethical aspects. 4. Social responsibility of business. 5. Trust. I. Title. HF5387.G445 2004 174’.4—dc22 2004015940 ISBN 0-87389-638-6 No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Publisher: William A. Tony Acquisitions Editor: Annemieke Hytinen Project Editor: Paul O’Mara Production Administrator: Randall Benson Special Marketing Representative: David Luth ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange. Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are available atquantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI53201-3005. To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 800-248- 1946. Visit our Web site at www.asq.org or http://qualitypress.asq.org. Printed on acid-free paper H1227 Geissler.qxd 8/26/04 11:45 AM Page vii CONTENTS Preface: The Virtues of Managing with Conscience . . . . . . . . . . . . . xi Employees and customers are more than every business’s “most important assets”; they are the assets from which all others radiate. Purpose: ANew Direction. ANew Way to Think about Assets. ANew Attitude toward People . . . . . . . . . . . xiii If the Concept Is So Simple . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv This Book Is about Possibilities . . . . . . . . . . . . . . . . . . . . . . . . . xvii Chapter 1 THE INVISIBLE CHASM THAT SEPARATES MANAGEMENT STYLES . . . . . . . . . . . . . . . . . . 1 Managing for stockholder value shares very little ground with managing with Conscience. Chapter 2 INVESTMENTS: NOT THE HALF OF IT FOR THIS FINANCIALPLANNER . . . . . . . . . 9 Listen: It’s the profitable sound of success via satisfied employees and customers. Our Value Is in Our Employees’ and Customers’ Minds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 AQuiet, Revealing Conversation . . . . . . . . . . . . . . . . . . . . . 14 vii H1227 Geissler.qxd 8/26/04 11:45 AM Page viii viii Contents Chapter 3 THE BARTENDER AS ENTREPRENEUR . . . . 17 The sweetest words are a person’s name, “welcome back,” and “the same.” There Are Other Franks in the World . . . . . . . . . . . . . . . . . 20 Chapter 4 CEC: PROFITABLE GROWTH IN A CHANGING MARKET . . . . . . . . . . . . . . . . . . . . 23 Extraordinary focus on client and employee values is key to the rapid growth and stellar reputation of Civil and Environmental Consultants. How to Grow in a Stagnant Market . . . . . . . . . . . . . . . . . . . 24 Why Growth Is Important . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Strategies for Growth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 A“Best Place to Work” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Chapter 5 MSA: SURROUNDING COMPETENCE WITH COMPETENCE . . . . . . . . . . . . . . . . . . . . . 33 People want to work here; customers want to purchase here. There are reasons. Chapter 6 IT’S ALLABOUT PEOPLE! . . . . . . . . . . . . . . . . 41 This high-tech firm has been growing at 60 percent/year by living core values that center on people and that never mention revenue or profit. Chapter 7 THE AUTHOR AS GLOBAL CONGLOMERATE . . . . . . . . . . . . . . . . . . . . . . . . 49 Where make ’em smile is the reason for being. Stick to My Knitting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 I’m for More Rapport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Share the Profits with Employees and Customers . . . . . . . 53 H1227 Geissler.qxd 8/26/04 11:45 AM Page ix Contents ix Chapter 8 LESSONS LEARNED FROM LIFE ON AROCKY ROAD . . . . . . . . . . . . . . . . . . . . . 57 This small manufacturer of valves has survived on innovation and employee/customer satisfaction. It barely survived 15 years as a cash cow. “Survival in This Business Is One Measure of Success” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Courting Disaster as a Cash Cow . . . . . . . . . . . . . . . . . . . . . 62 Chapter 9 I COULDN’T BELIEVE MY EARS! . . . . . . . . . . 65 Apremium product at a palatable price yields phenomenal growth for this engineering firm. Core Values, Not Magic, Yield Impressive Results . . . . . . 68 Chapter 10 BEFORE AND AFTER: THE TAWDRY CLASH OF MANAGEMENT STYLES . . . . . . . 73 From the calm of employee and customer allegiance for 33 years to the chaos of headcount reduction and customer desertions in one easy acquisition. Lean IS Mean . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 The Massive Concept Labeled “Relationships” . . . . . . . . . 76 The Two Paths Open to Managers . . . . . . . . . . . . . . . . . . . . 77 Chapter 11 IF MANAGERS ONLY KNEW OR CARED: BROKEN COMPANIES, BROKEN LIVES . . . 79 The incessant and insane drive for higher profits and stock prices has sacrificed countless lives. Meet a few here. Chapter 12 THE COMMON THREADS . . . . . . . . . . . . . . . . 93 Contributors to this book share many values, strategies, and tactics that contribute to success. H1227 Geissler.qxd 8/26/04 11:45 AM Page x x Contents Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Guiding Principles/Values . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Epilogue and Prologue: The Implied Contract That Binds Business and Its Partners . . . . . . . . . . . . . . . . . . . . 97 References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

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Enron. Tyco. Westinghouse. The root cause of these widely reported business failures appears to have been managing too zealously for stockholder value at the expense of the scores of employees and smaller investors. This book is not another lecture about the greed, self-centeredness, and self-aggran
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