Posted by Walker Thompson on Mon, Aug 09, 2010 @ 04:59 PM
Over the past 30 or so years, the concept of Data Management consisted of getting data in and not much more. Now, through technical evolutions, getting data in wasn't so much the problem and Data Management evolved into Information Management or what data should we look at. Yet, another computing change altered the course of the data stream and Information Management evolved into Knowledge Management or now that we can look at the data, what do we improve. So the shift was dramatic: data in = no problem; data review = got that done; data listening = what the heck does that mean? Well, it means just about everything to a business looking to improve their operations.
Knowledge management is probably an understatement. Perhaps the better way to say it is try-surviving-without-it management. Visualize the following situations:
- A long-time restaurant owner wants to launch a new variant of his famous burgers. To do this he has to know past successes in order to know the best time to launch the campaign.
- The VP of Marketing of a large chain has a feeling that something is wrong with his latest promotion and needs to review the latest sales figures.
- A restaurant manager is overscheduling and losing money each day on labor costs as a percentage of sales. She needs to research previous labor schedules.
Situations like these are common, and without listening to your data, impossible to understand/improve/move forward. The data is the lifeline of any business whether one wants to arrive at a marketing decision or fine-tune a product launch. So what's the importance of listening to your data? Well, maybe that's not the right question. Instead, you should ask yourself what's not important about listening...
Merely analyzing data isn't sufficient from the point of view of making a decision. It is more than that; just like listening is more than the act of hearing. Consider it this way, when you listen to your data, knowledge is gained because the data is the supporting mechanism (data + analysis + engaging = listening). Listening to your data can offer the following benefits:
- Breaking a macro picture into a micro one to fine tune your preconceptions.
- Acquire meaningful insights and basing critical path objectives on real information.
- Turn passionate operators into better business people through the use of information when they want it, how they want it and where they want it.
We fully support the concept that knowledge should be managed and include discussions about processes that facilitate the use of information to influence decision making. Said another way, we help business listen to their data...
Posted by Jeff Schacher on Tue, Jul 27, 2010 @ 06:26 PM
Did Lee Iacocca, former turn-around CEO and Chairman of Chrysler, capture how to create a great team in one influential remark? "Start with good people, lay out the rules, communicate with your employees, motivate and reward them. If you do all of those things effectively, you can't miss." Perhaps yes, or no, but who can argue with those principles?
When you really look at it, isn't his point: build great relationships? Motivations and listening are a key part to any relationship. Based on the right rewards, employees become motivated to perform. Perhaps they are monetary, or more intrinsic, such as a feeling of importance. To know any of this, listen. Without listening how would you know what motivates an employee to work that extra shift or, more importantly, add creativity to a guest experience that results in pleasurable dining. According to Inc Magazine, being more effective in an organization, requires active and engaged workplace listening. So, are you as engaged in actively listening all of the time? Hard for some of us, but we have an app for that...
The growth of workplace productivity tools has turned the once unknown project or process into the known. We can now listen to the dining room remodeling process, by engaging gantt charts via project management tools. We can communicate with vendors about orders on upcoming special events (I guess they listen in this example). But what about your employees? How can a busy restaurant operator listen "to it all of the time"? The trick is employee engagement. Below are just a few examples of how to engage your employees, through listening...
- Pass it on... Managers should be ready to listen to employees and should not be reluctant to pass any grievances or problems faced by their employees to their superiors who have the authority to take the necessary actions.
- Speak your mind and heart... As a manager, speak up and say what you think. As obvious as this point seems, people have a difficult time articulating their needs, wants and desires.
- Actions speak louder than words... an employee’s experience of your organization’s actions influences them much more than communication, but communication creates the linkages and can play a central role in many of those experiences.
Next Blog: The secret is listening to your data