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The name of popular search engine Yahoo! Is actually
an acronym. It was named by a group of Stanford grad
students and means “Yet Another Hierarchical Officious
Oracle”.
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Management
Online Self Study Battery
Choose
from 10 subjects. Each battery includes:-
Profiles Online Assessment - One-Page Coach -
Skill Builder Booklet - Managers Pocket Guide
Pick one of fifteen online batteries for $4.95
($50 value) Get all 10 for just ($29.95) ($500
value) Click
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The first Harley Davidson Motorcycle was built in
1903, and used a tomato can as a makeshift carburetor.
Julia Child was the first woman to hold the honor of
“Chef”
The Titanic was the first ship to ever use the
SOS Signal Michael Jordan was the first basketball
player to be pictured on a Wheaties
box |
This Week
in History:
November 1, 1512: Michelangelo’s Sistine Chapel
opens
November 2, 1948: Truman beats Dewey in an
upset
November 3, 1903: Panama declares
independence from Columbia
November 4, 1842:
Abraham Lincoln weds Marry Todd
November 5, 1872:
Susan B. Anthony fined $100 for voting in
election
November 6, 1893: Composer Tchaikovsky
dies in Russia
November 7, 2000: Presidential
polls open for Bush vs
Gore |
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| Japan uses the most
energy per year than any other
country. |
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Table
of Contents:
Keeping
Up: Current Events
What’s the Pay
Off? American corporations typically spend about $20
billion on tuition assistance programs. But according to a
study conducted among 1,304 U.S. human resource professionals
by the Council for Adult and Experiential Learning, almost 40
percent of companies didn’t know the actual impact of their
assistance programs in terms of recipients’ job retention,
performance or promotion.
Youngest Member
of the $50 Billion Club Home Depot is the youngest company
to ever reach annual revenues of $50 billion. Home Depot had
$73.1 billion in revenue and employs over 325,000 people. Over
22 million people visit a Home Depot in any given week.
Watch Your
Tone According to Albert Merabian, author of Silent
Messages, when In a phone conversation when there is any
inconsistency between the words and the tone of voice, a
listener trusts the tone over the actual words 85 percent of
the time.
Controlling
Change Management
"Because things are the way they are, things
will not stay the way they are."
– Bertold
Brecht
Change—Controlled or
Chaotic?
What does "Change Control"
mean to you? Is change in your organization ever “controlled?”
This concept has always been a critical part of software
development. Indeed, Change Control is actually written into
the development plan! We should all embrace this practice of
putting allowances for change right into the project plan, not
just in the area of software development. No matter how
thorough the business analysis job or how complete the project
plan, there's always something that needs to be changed or
added after the fact. There will be change. So, there needs to
be an orderly process for incorporating changes, corrections
or fixes. And the smart manager has the courage to mandate a
change control process.
Leadership
Advisory: Difficult Conversations
"Conflict is inevitable, but combat is
optional." Difficult conversations are a
normal part of life. No matter what personal or professional
gains you make, there will always be difficult conversations
that have to take place.So what could you learn that would
make them easier? Better yet, what could you learn that would
make them more impactful? I'm about to tell you.
This
approach was born out of collaboration between the Family
Institute of Cambridge and Harvard Law School’s negotiation
workshop. What can this new approach suggest that you haven't
already tried? Quite a bit.
 Book
Report
Tribes: We Need You To Lead
Us
Seth Godin
Let me put this
simply. Seth Godin writes small books. Small pages, small word
counts. The only thing that Godin doesn’t skimp on is in the
area of ideas and useful information. Every time I’ve finished
another of his "small" books I come away with a new voluminous
list of actions to take – each small page rife with
handwritten notes and folded corners.
His latest work,
Tribes (Portfolio, 2008) breaks down a newly fashionable
leadership thought; that humans in the workplace and
throughout the world are simply looking for their proper
tribes – those who share their thoughts, passions, and
tangibly or intangibly connected spaces – and how each of us
can become (make that NEED to become) a leader of such a
tribe.
Read
more...
Situation
Room
Service Quality
As
part of your expanding product lineup the company has begun to
offer software solutions for products that have traditionally
been available as hard goods. You were able to keep the costs
down but now realize that the amount of support being given to
customers has become quite costly.
In an effort to
make the product line viable you researched what other
companies have done is a similar situation and learn that most
of them charge for any customer support given. Your product
comes with an extensive users manual and is supported by
online FAQ’s. Most of the questions you have been getting are
from existing customers who used the previous version of the
product. The new customers seem to be more accepting, or more
able, to use the support materials.
In an effort to
cut down on customer service time you announced 6 months ago
that a new service charge would be added for telephone support
for questions that could be answered in either the manual or
your growing list of FAQ’s. You were comfortable with the
timeline and sent out 3 reminders of it to your current client
base with links and instructions for your support options.
However, your biggest customer has just called and is
furious. They received a sizable bill for more than 50 support
calls, and now are claiming that they were never notified.
Your support department notifies of the charge with each call
that comes in, both before and during the conversation.
Detailed records of such calls are logged and in this case are
all properly documented. The bill is right.
You
mention the notice of policy change and that service records
are kept and seem appropriate. The customer becomes more
agitated and voices displeasure with the policy, stating that
they purchased the program before service payments were
mandated. They threaten to walk away if you force them to pay
the bill, which you don’t want, but the amount of service time
they have used brings their account to a reduced but still
significant profit level.
What do you tell them?
Send in your
solutions!
Author
Q & A
 Five Questions with E. Michael
Shays
A “thinking leader” is someone who
is a thought leader in the area of decision making and
solution finding.
Our author interview this week
is with E. Michael Shays, one of the most celebrated and
respected independent management consultants in the world.
Shays has twice been the Institute of Management Consultants
(IMC) chair and was the fourth recipient of the organization's
highest honor – a lifetime achievement award.
Read
more...
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