1. 9 th Annual Performance Management Conference Creating a Performance-Driven Work Environment Through Effective Communication Tony McGregor 23 June 2009
11. Success “ Your personal reputation and the success of your organisation depend on your ability to make and fulfill promises” - Tom and Birgit Hanson
12. What determines performance? “ The most important variable in determining the performance and retention of top employees is their relationship with their primary supervisor” – Tom and Birgit Hanson
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14. The relationship that matters most is the one between managers and their direct reports
15. This relationship must always be one in which the “first principle” of performance management is upheld, i.e. the manager must at all times treat employees as she/he would want them to treat the organisation's best customer
38. The first principle of performance management “ Always treat your employees exactly as you want them to treat your best customers.” - Stephen R. Covey The Seven Habits of Highly Effective People
66. Kohn, Stephen E. & O'Connell: 6 Habits of Highly Effective Bosses Fanklin Lakes NJ: Career Press 2005
67. Thanks for participating Contact details: Tony McGregor Cell: 0791632463 E-mail: tony.mac@iburst.co.za
Notas do Editor
Poor service is a reality in South Africa, and that is not just poor service in shops and restaurants. I'm talking also about service delivery by government departments and agencies. This is an issue that is hurting many people and communities in SA. It is in fact a big threat to our country and our society. If service delivery is not stepped up the gap between rich and poor will deepen with potentially tragic consequences for us all. Service is driven by the commitment of those at the front line of service delivery, and this commitment is created and maintained by the way the front line people are themselves treated by their direct supervisors, who in turn get their motivation from their supervisors, and so on, up the organisation. All organisations get their justification from the provision of service.