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operations
The well-run factory is a bore. It runs like clockwork. The poorly managed factory is a drama of crises.
Peter F. Drucker
- 1. science of management, art of people
... work is measured by accomplishment, not by effort or by fatigue.
Practical Physics: Fundamental Principles and Applications to Daily Life
N. Henry Black and Harvey N. Davis
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- 2. management challenges
It is only managers -- not nature or laws of economics or governments -- that make resource productive... They are made productive -- or deprived of productivity -- by individual managers within their own individual sphere of responsibility.
Peter F. Drucker
a. desired outcomes are not processes
The problem with inefficiency is a problem for management, not the worker.
Frederick W. Taylor
b. data is not information
Too many companies are caught in the rut of measuring everything but learning nothing.
Linda Yates, CEO, Strategos
c. empowerment is not management
I consider empowerment a despicable word. I have always talked of responsibility and only of responsibility. If an organization is based on power, it makes no difference whether the power is at the top or at the bottom. One must push responsibility as far down as one possibly can. That leads to authority.
Peter F. Drucker
3. anatomy of a partnership
You can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you.
Dale Carnegie
a. analysis
Change is always powerful. Let your hook be always cast.
In the pool where you least expect it, there will be a fish.
Ovid (43 BC - 17 AD)
b. project
Consensus data gathering is democracy in action. Consensus decision making is an abdication of responsibility.
Margaret Thatcher, former Prime Minister of England
i. Management Control System (MCS)
I recommend you take care of the minutes, for the hours will take care of themselves.
Philip Dormer Stanhope, Lord of Chesterfield (1694 - 1773)
(a) why short-interval management works
The stability of an equilibrium distribution is a consequence of the fact that the individual event is random and independent of similar events. Individual chaos implies collective determinism.
Heinz R. Pragels
The Cosmic Code
(b) base Management Control Systems
The counting is not a magic formula. The counting is only a vehicle for getting people to look at their behavior objectively, and it's a vehicle for getting them to identify relationships between behavior and other things.
Peter F. Drucker
(i) call center and help desk MCS
Call centers will remain strategically important to business, and the call center market will continue to grow... because they can have a demonstrable positive impact on the bottom line... Call centers are where corporations talk directly to their customers, discovering their requirements, persuading them to do business, and ensuring their demands are satisfied. Call centers also have a crucial advantage over self-service media - they allow corporations to be proactive in ways that would be rejected or ignored if self-service media were used."
David Bradshaw
Ovum, Inc.
(ii) project department MCS
For no ignorance is as great or nearly as dangerous as is precision imposed on misunderstanding or misapprehension.
Peter F. Drucker
(iii) activity department MCS
What gets measured, gets done
Maison Hare
ii. project process and product
Before the struggle the victory is mine. To know and to act are the same... Opportunities multiply as they are seized.
Sun Tsu
iii. training
Learning is a whole lot harder than training.... Learning involves destruction of old grids, existing connections, reflexive responses. Learning is a subversive activity.
James Lucas, The Passionate Organization
iv. MCS Coordinator
There is very little difference in people, but that little difference makes a big difference. The little difference is attitude. The big difference is wheather it is positive or negative.
Clement Stone
v. guarantee (see 5. guarantee)
c. audits and maintenance
As every flower fades and as all youth
Departs, so life at every stage,
So every virtue, so our grasp of truth,
Blooms in its day and may not last forever.
Herman Hesse
Stages
4. results
We will either find a way or make one.
Hannibal
- ROI - actual call center project results
Good ideas are common. It's the implementation that counts.
C. Parker
- project descriptions
The reward of things well done is to have done it.
Ralph Waldo Emerson
5. guarantee
Goodness is the only investment that never fails.
Henry David Thoreau
company
con-so-ci-ate, v. t.
to form or bring into cooperative or friendly association
to associate in partnership or fellowship
Webster’s Collegiate Dictionary
1. (Managing Principal)
2. (Team)
3. expertise
We are what we repeatedly do.
Excellence then, is not an act but a habit.
Aristotle
4. clients
What we have done is the only mirror by which we can see what we are.
Thomas Carlyle
5. consociations
Eagles don't flock. You have to find them one at a time.
Ross Perot
a. strategic consociations - policy
... a brand is not one promise but many. When you put together six or seven preferences and do it consistently, you suddenly have people who believe you're listening and responding. No one element makes the difference between satisfaction and loyalty. But their sum does.
“A Satisfied Customer Isn't Enough”
by Thomas A. Stewart
Fortune Magazine, July 21, 2025
b. strategic consociations - peopleware
People join companies but leave managers.
Marcus Buckingham and Curt Coffman
c. strategic consociations - software & hardware
Any sufficiently advanced technology is indistinguishable from magic.
Arthur C. Clarke
d. network and sales consociations policy
You're known by the company you keep.
Your Mother
e. community service consociations
Life begets life. Energy creates energy.
It is by spending oneself that one becomes rich.
Sarah Bernhardt
6. aditional information
Look at a day when you are supremely satisfied at the end.
It's not a day when you lounge around doing nothing; it's when you've had everything to do, and you've done it.
Margaret Thatcher
a. contact information
The world stands aside to let anyone pass who knows where is he is going.
David Starr Jordan
b. opportunities
Soberness, coolness, strength of will, and the power to control oneself are the qualities I admire most. I try to educate myself in them.
Nelly Ptaschkina
c. governmental identification & information
America's 23 million small businesses employ more than 50 percent of the private workforce, generate more than half of the nation's gross domestic product, and are the principal source of new jobs in the U.S. economy.
Small Business Administration
c. site outline
I will not follow where the path may lead, but I will go where there is no path, and I will leave a trail.
Muriel Strode
d. copyright
Thou shalt not steal.
Exodus 20:15
reading, research, and related links
The revolutions of thought which shape the basic outlook of an age are not disseminated through books - they spread like epidemics, through contamination by invisible agents and innocent germ carriers, by the most varied forms of contact, or simply by breathing the common air.
Arthur Koestler
1. call center and help desk
Businesses battling for market share find that service is the key to customer wins and loyalty. In an increasingly competitive atmosphere, call centers become strategic assets, allowing a level of service that harks back to the days of personal, individualized attention...
Stephen Pace, Point Information Systems, Inc.
Call Center Solutions, June 1999
2. people management
Work expands so as to fill the time available for its completion.
C. Northcote Parkinson, Parkinson's Law: The Pursuit of Progress
3. customer service / satisfaction
For many organizations, inattentiveness to the nontechnology side of the equation has hindered, and will continue to hinder, the success of customer loyalty, retention and satisfaction initiatives
Ed Arnold, Omnitech Consulting Group, Inc.
4. process, quality, productivity
Time is the scarcest resource, and unless it is managed, nothing else can be managed.
Peter Drucker
5. miscellaneous - literature
Competition is a byproduct of productive work, not its goal. A creative man is motivated by the desire to achieve, not by the desire to beat others.
Ayn Rand
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