Behavior = Outcomes
American management continues to make a lot of errors, and one of the most tragic ones is when they become focused on the activity and not the outcomes they want to accomplish. Employees get confused when they get mixed messages about what the company wants to accomplish—when on a day-by-day basis, everything is about the activities and what’s going on in the company. We lose sight of what we’re really trying to accomplish. Noted management consultant Peter Drucker says, “The purpose of a business should be to cultivate a following of customers.”
“Activities vs. Outcomes? I want outcomes.” Write this on a 3 × 5 card and use it occasionally to remind you that when you talk to your team about their “activities,” ...