In a Harvard Business Review article entitled "What Really Works," some of the main points raised by the authors focused on specific business practices. When it comes to
improving business performance, managers have no particular strategies or techniques in which to choose from.They just have to be smart enough to know what works!
According to the authors, managers should develop a 4+2 formula in order to sustain
superior performance within their companies. The 4+2 formula consists of four primary
management practices: strategy, execution, culture, and structure. And they supplemented
their great skills in those areas with a mastery of any two of four secondary management
practices: talent, leadership, innovation, and mergers and partnerships (Nohria, Joyce, &
In yet another section of the article, the authors talk about top notch customer service.
We all know that good customer service can be the determining factor on whether or not
your company succeeds or fails.
They state, in so many words, that companies
positioning themselves for the mass market can provide outstanding customer-employee
interactions and profit from them, if they train employees to reflect the company's core
values. Some key points raised included principles that most firms should consider in
order to promote a strong customer service atmosphere. They advise that companies
should know what they are looking for before beginning the hiring process. Knowing a
potential candidates intrinsic traits allows the company to hire people who will naturally
bring the right qualities to the job (Nohria, Joyce, & Roberson, 2005).
It is extremely important that today's managers make the most of talent. Talent is
generally viewed as a commodity. You should also create pride in the brand that you are
marketing. Service quality depends directly on employees' attachment to the brand.
Employees need a clear understanding of how...