Gemmy S. Allen is Management Coordinator and Faculty at North Lake College, Irving, TX of the Dallas County Community College District. She is the co-author of the textbook Management: Meeting and Exceeding Customer Expectations, published by Cengage. Her awards include being named Outstanding Mountain View College Faculty Member and receiving the Golden Oak Award, Oak Cliff Chamber of Commerce; the National Institute for Staff and Organizational Development Excellence in Teaching Award; and the award for Mountain View College Innovator of the Year. She served as a member of Microsoft Mentors, the Microsoft/Compaq College Advisory Council and the St. Philip’s College Model Electronic Commerce Curriculum Advisory Committee and is founding teacher, Virtual College of Texas — “Internet Teachers at Every College.” In addition, she has co-authored several discipline-specific, Internet-related books, developed several online classes, made numerous presentations to industry, and has led workshops in the United States, Australia and Mexico.
Bill Marriott's father was always encouraging him to pursue excellence. When the hotelier became President of Marriott, he developed 12 rules for success.
Challenge your team to do better and do it often.
Take good care of your associates, and they'll take good care of your customers, and they'll come back.
Celebrate your peoples' success, not your own.
Know what you're good at and keep improving.
Do it and do it now. Err on the side of taking action.
Communicate by listening to your customers, associates and competitors.
See and be seen. Get out of your office, walk the talk, make yourself visible and accessible.
Success is always in the details.
It's more important to hire people with the right qualities than with specific experience.
Customer needs may vary, but their bias for quality never does.
Always hire people who are smarter than you are.
View every problem as an opportunity to grow.
- See more at: http://www.blogs.marriott.com/marriott-on-the-move/#sthash.ZCeOOSo1.dpuf
Which of the 12 rules do you find most useful for your leadership? Explain.
The current federal minimum wage is $7.25 per hour, but in his State of the Union address, President Obama proposed an increase to $10.10 per hour.
The Congressional Budget Office (CBO) reported, "Increasing the minimum wage would have two principal effects on low-wage workers. Most of them would receive higher pay that would increase their family’s income, and some of those families would see their income rise above the federal poverty threshold. But some jobs for low-wage workers would probably be eliminated, the income of most workers who became jobless would fall substantially, and the share of low-wage workers who were employed would probably fall slightly."
Managers may decide to use more technology to reduce labor costs. For example, you can order a product and never talk to a person. You use your iPad, computer, or telephone.
Raising the federal minimum wage would have advantages and disadvantages. What impact might a higher minimum wage have?
Facebook's acquisition of WhatsApp, a mobile messaging service, for $19 billion has shocked many people. WhatsApp has 50 employees, but more than 450 million monthly users. Many use the app to text friends and family in other countries. Most users pay $1 for the app.
In the video above, people are asking, "Why is WhatsApp worth $19 billion?" CNN reports, "In short, with this acquisition, Facebook is getting the most popular mobile social messaging app in the whole world."
Do you use Facebook?
Do you use WhatsApp?
Younger people have been leaving Facebook. Will the acquisition of WhatsApp help Facebook retain those users? Will WhatsApp help Facebook recruit new users?
Chick-fil-A celebrates 50 years of of its chicken sandwich. The video above highlights 50 years of milestones in U. S. history. While much has changed, the chicken sandwich has remained the same.
Why do you think the managers at Chick-fil-A have decided to keep the core menu the same for 50 years?
What could other managers learn form Chick-fil-A?
Google just released the first official etiquette guide for Glass, a wearable computer. In the "Don'ts" below, Google admits that some users have been creepy or rude. Thus, Google is training those wearing the glasses.
Explore the world around you. Glass puts you more in control of your technology and frees you to look up and engage with the world around you rather than look down and be distracted from it. Have a hangout with your friends, get walking directions to a fantastic new restaurant, or get an update on that delayed flight.
Take advantage of the Glass voice commands. Glass can free your hands up to do other things like golfing, cooking, or juggling flaming torches while balancing on a beach ball (but also see Don’ts #2). This is great for looking up how many ounces in a cup while you cook, or taking a one-of-a-kind photo from your unique perspective.
Ask for permission. Standing alone in the corner of a room staring at people while recording them through Glass is not going to win you any friends (see Don’ts #4). The Glass camera function is no different from a cell phone so behave as you would with your phone and ask permission before taking photos or videos of others.
Use screen lock. Glass screen lock works like your smartphone’s screen lock: it passcode-protects your device to help prevent others from using it. If you ever lose your device or have it stolen by a budding online resale entrepreneur, you can turn off Glassware and perform a remote wipe (e.g. factory reset) of the device, removing all your information from the device. All you need to do is go to your MyGlass page on your browser, or the MyGlass App on your phone.
Be an active and vocal member of the Glass Explorer Community. The Explorer Program was created in order to have a place where our Explorers can give feedback, share content and communicate with the Glass team. It’s been hugely successful over the past year and this is due to our wonderful group of Explorers. They are constantly sharing their worlds with us and with each other, allowing us to hear and work on all the great feedback and stories our Explorers give us (and, wow, do they give us a lot!).
Glass-out. Glass was built for short bursts of information and interactions that allow you to quickly get back to doing the other things you love. If you find yourself staring off into the prism for long periods of time you’re probably looking pretty weird to the people around you. So don’t read War and Peace on Glass. Things like that are better done on bigger screens.
Rock Glass while doing high-impact sports. Glass is a piece of technology, so use common sense. Water skiing, bull riding or cage fighting with Glass are probably not good ideas.
Wear it and expect to be ignored. Let’s face it, you’re gonna get some questions. Be patient and explain that Glass has a lot of the same features as a mobile phone (camera, maps, email, etc.). Also, develop your own etiquette. If you’re worried about someone interrupting that romantic dinner at a nice restaurant with a question about Glass, just take it off and put it around the back of your neck or in your bag.
Be creepy or rude (aka, a “Glasshole”). Respect others and if they have questions about Glass don’t get snappy. Be polite and explain what Glass does and remember, a quick demo can go a long way. In places where cell phone cameras aren’t allowed, the same rules will apply to Glass. If you’re asked to turn your phone off, turn Glass off as well. Breaking the rules or being rude will not get businesses excited about Glass and will ruin it for other Explorers.
How might managers and their employees use Google Glass? For example, managers could video factory inspections and share audio and video communications in training.
In the video above, White Castle, the quick service hamburger chain headquartered in Columbus, Ohio, celebrates its most dedicated customers by inducting them into its Cravers Hall of Fame. Cravers receive special offers for their devotion to the brand.
White Castle defines Cravers as follows. "It’s not just a person but a state of being. It’s going beyond, staying up and
driving far. It’s road-tripping two hours just to reach the nearest sack of
Sliders. And it’s coaching friends on what to order, how to eat it and then how
best to stack the boxes. It’s something that’s embraced and then handed down
from generation to generation."
Managers know the value of life-time customers.
What do you think of having a customer hall of fame?
How does a customer hall of fame affect employee motivation?
Should you be a Hall of Fame customer for a brand?
What other businesses could use a Hall of Fame?
In this video, Amit Garg, develops a case for using tablets in the workplace. He reminds us that tablets are outselling personal computers. In addition, tablets are the fastest growing category of mobile devices. Employees are bringing their devices, such as smart phones and tablets, to work. With these devices, they have immediate access to information and resources (such as the Internet) to do their jobs. Not all of the time spent working is spent at work. Thus, tablets can provide learning on the go for the mobile workforce.
If you were the manager, how might you use tablets to train your employees?
In this video, Joan Schneider, the president, and Julie Hall the executive vice president, of Schneider Associates, discuss lessons learned from new product launches.
Managers must understand the customer in order to develop products that will sell.
How does a new product launch relate to management planning?
What does Apple "do right" in product launches, such as with the iPad?
Pick a failed product (Microsoft Windows Vista, Coca-Cola C2, Fabreze Scentstories, or Segway) and try to identify the reasons why they
worked for the guilty company, what changes would you suggest to make sure
similar incidents did not happen again?
Happy Valentine's Day!
Social/cultural is an important element in the external environment of business. Managers consider social/cultural trends before making decisions. The infographic above depicts the new Valentine's Day trend of consumers choosing "green" or eco-friendly products when buying gifts to give on Valentine's Day.
What "green" or eco-friendly trends are emerging?
Choose a business product and suggest how it might change to become more "green" or eco-friendly.
The Random Acts of Kindness Foundation (RAK) reminds us to celebrate kindness across the globe February 10 – 16. The goal is a physical exchange of kindness.
Read the ideas for kindness at the office in the infographic above. Which one act of kindness would you like to receive? Which one would you like to give?
How might offices change if everyone committed one act of kindness?
Guy Kawasaki used the slides below for his speech at TEDXBerkeley 2014.
How does he explain that innovators make "meaning in the world"?
How can managers help companies become more innovative?
According to John P. Kotter, a prominent leadership theorist, today's managers must know how to lead as well as manage. Without leading as well as managing, organizations face the threat of extinction. Kotter draws the following distinction between management and leadership:
(See: John P. Kotter, A Force for Change: How Leadership Differs From Management, New York: The Free Press, 1990; Wayne K. Kuchner, book review of A Force For Change, Personnel Psychology, Autumn 1990, p. 655.)
In the video above, John Baldoni, says, "Management is your day job; leadership is your career."
What do you think?
Top managers use conceptual skills to scan the external environment. They think about how the political, economic, social, and technilogical elements that might affect their businesses.
A December 2013 survey of US CEOs conducted by PricewaterhouseCoopers (PwC) found that 86% of those surveyed believed that technological advances would transform their businesses the most. See the graphic below.
Read more at http://www.emarketer.com/Article/CEOs-Foresee-Changes-Resulting-Technology/1010583#RkidACjIgY6u2d3i.99
In the video below, Tom Archer, US Technology Industry Leader, shares PwC's point of view relative to the technology trends.
Mr. Archer says that the technology trends are in the cloud, social, and mobile. How are these technologies "rewriting the rules of business"?
Do you agree with Mr. Archer that "every business is becoming a technology company"?
In this video, Microsoft co-founder Bill Gates welcomes Satya Nadella as the company's new CEO. Mr. Gates says that "Microsoft has a long history of innovation." He goes on to talk about what Microsoft has done in the past. Mr. Gates will be a technology adviser to Mr. Nadella. In an email sent by Mr. Nadella to Microsoft’s nearly 130,000 Microsoft employees, he wrote, “We need to prioritize innovation.”
Innovation has Latin roots meaning "new creation." Some businesses think innovation means to adapt.
What do you think innovation means to Microsoft?
Why is innovation so important to Microsoft?
In the above Super Bowl advertisement, struggling retailer Radio Shack made fun of itself. Stars from the 1980s ransack a store, saying that they want their store back. The retailer made fun of itself. The stores have lagged behind other electronics retailers. At the end, the store is shown modernized and updated.
What do you think? Will customers return to the new stores? Explain.
What strategy would you recommend to Radio Shack's managers?
For the last month, we've read Super Bowl business articles, travel articles, and cooking recipes. We've seen stories about the athletes, and sneak peaks at the commercials. Today, we will see the game, eat more food than any other day, except Thanksgiving, and actually watch commercials. Tomorrow at work, the Super Bowl will be the talk around the water cooler.
We used to watch the same TV shows at the same time, but that isn't true anymore. Except for today. Almost everyone will watch the Super Bowl. Watching the Super Bowl is part of our culture. It gives us a sense of belonging, with a chance to talk with our peers about the same thing at the same time.
In understanding culture, managers need to know that employees want to feel what others feel and want to do what others are doing.
How can managers help employees to feel that they are part of the organization's culture?