Index
accountability 42
accounts 49, 123–5
action plans 47, 65–6, 75
advertising 57, 69, 147
advice
consultants 110–11
dispassionate 138
expert 93–6
lawyers 97
marketing support 144
professional pride 169
from staff 35
trust 193
agility 37, 54, 154
ambition 194–5
analogy, limitation of 160
apologising 21, 98, 173
appraisals 17–18
appreciation 107
arrogance 20, 83, 104, 185
aspirations 18, 198
assets 62–3, 64
authority, threats to 166
‘bait and switch’ technique 111
benign neglect 24–5
blame 20, 28, 114, 168, 184,
193, 221
bonuses 84, 88, 199, 209
careful selection of 154
personal 172
sales staff 114, 118
see also incentives
bosses
blame from 221
harmful requests from 218–19
managing your managers
165–70
micro-management by 220
bottom-up processes 155
boundaries 4, 40
brand 61, 67, 73, 145, 146
break-even point 142
bullying 38–9, 193, 201, 217
bureaucracy 61
business plans 47, 60, 66–74, 144
business processes 154–6
‘buy it’ proposition 139–40
capabilities 62–3, 64
career development 17–20
cash-flow 74, 124
change
‘catalytic’ changes 64
implementation 66
office environment 211–12
team culture 80, 82
charisma 33, 39
common sense 115
communication 6–8, 32, 34–5, 36
competitiveness 40, 109, 112
competitors 57–8, 72, 139–40,
150
confidence 20, 33
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226 Index
confidentiality issues 5, 87–8
consistency 22, 41, 79, 90, 180
conspiracies 167
constraints
software 103
strategy 63
consultants 95, 101, 107–12,
118, 130–1
consultation 6, 32, 66
contingency 72, 73, 75, 100, 158
contracts 96, 97, 98, 144
costs 37, 48, 60, 64
break-even point 142
business plan 72, 73–4
managing your cost base 61–2
software 99
tight control of 136
see also finance
courage 192
courtesy 21, 42, 116, 170, 180
creative types 93–4, 104–7, 118,
208
credit 20, 28
criminal behaviour 55, 214
crisis management 98
criticism
constructive 9, 194
openness to 41
unconstructive 39
culture 77–90, 177, 190
blame 168, 184
competitive 109
courtesy 21
creative types 104
intolerance 88–9
key staff 15
long-hours 26
management processes 83–4
manager’s priorities 83
pay and promotion 84
physical surroundings 87–8
project management 189
recruitment 84–6
of respect 185
social events 88
staff retention 87
understanding the existing 80
customer service 55, 60, 80,
83–4, 116
customers
business plan 67–8
business tips 157, 158, 159
‘buy it’ proposition 139–40
external environment 50, 51
feedback from 137
focusing on 36
impact of problems on 215
increasing customer base 137
market positioning 58, 60
Pareto’s law 51, 157, 182
support issues 71, 72
unreasonable demands from
208–9
deadlines 22, 210–11
creative types 104
software projects 100, 101
support staff 116
decision making 34, 35, 37
decisiveness 193
delegation of responsibility 129
expert advice 96
judgement 180–1
delegation 37, 125–30, 132,
182–3, 190, 216
action plans 66
‘catalytic’ changes 64
control over ego 42
customer service 83–4
empowerment 23
‘free power’ 168
time management 121
demotivation 6, 22, 107, 199,
200
departmental relationships
169–70, 173
deputies 37, 126
detail 42, 189
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Index 227
differentiation 139–40, 150
direct mail shots 69
disciplinary issues
creative types 105
post-termination actions 13–14
termination 11–13
underperforming staff 8–11
witnesses 26
discrimination 24, 27
dismissals 11–13
distribution channels 55–6, 60,
68, 69–71
diversification 161
diversity 85, 185
documentation 11, 33, 221
ego 42, 186
‘elevator pitches’ 67, 140, 143,
152
elites 82–3
email 7, 36, 37
emotional behaviour 165, 173
empowerment 23, 24, 42, 168
see also delegation
energy 37, 136
enthusiasm 39–40, 43, 115, 136,
153
environmental issues 54, 72
exit interviews 194
expectations 3, 18
expenses 89
expert advice 93–6
external environment 49–57
advertising channels 57
customers 51
market research and analysis
56
media 53–4, 56
partners 52
personal contacts 57
PEST(EL) factors 54
PR agencies 56–7
product distribution channels
55–6
stakeholders 52–3
suppliers 51
extremism 80–1, 179
fads 95
failure
admitting 138
delegation of responsibility
129, 130
financial risk 141
software projects 100–1
tolerance of 82
turning round failing teams
190–2, 208
fairness 14, 38, 43, 84, 93, 180
fast followers 140, 145
feedback 4, 66, 194
from customers 137
to staff 179
finance 48–9, 123–5, 192
break-even point 142
delivering on budget 220, 221
failing teams 191
financial risk 141
see also costs
fire-fighting 32, 123
flexibility
products and services 138
software 103
flow 106
focus 182
‘free power’ 168–9, 173
fun 25
funding, sources of 144, 171
see also finance; investment
gender issues 26–7, 201
GIGO (garbage in, garbage out)
124
golden rule of management 3,
26, 177–8, 192
consistency 22
culture 79, 82, 83, 185
leadership 33
Z01_PEEL3231_03_SE_EM.indd 227 20/09/2010 14:43
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