Behind the Scenes at Global-Roam

In reading the book “The One Thing you need to know” by Marcus Buckingham recently, I came across the following paragraph (p162 in my copy).

I thought I’d clip it here in a short post as it is closely aligned with one part of what I mean by calling “Autonomy” a Core value:

The author paraphrases Brad Anderson (CEO of Best Buy until 2009) by noting that

“Brad is exceptionally vivid in showing employees whom their primary audience should be.

What he is saying … is that a leader must not be clear on all points, and that one of the areas in which he should allow significant ambiguity is in the strategies and tactics selected by his employees.  Yes, he should be clear about who he is trying to serve, but then he must actively encourage his employees to devise novel and as yet unproven ways of serving them”

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A delayed flight back from Sydney the other week was not all bad news, as it did give me a bit more time to catch up on some extra reading, and discussions with the colleagues with whom I shared the additional delay.

We might make an additional post later, on our discussions about the ways in which a customer service opportunity was wasted by that particular airline…

This post, however, is about this article “The Execution Trap” by Roger Martin in the July-August 2010 issue of the HBR.

It’s a good article (and I also appreciated the comments underneath).

Interestingly, this article was also copied into the September issue of AFR Boss.

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For those who have been frequent readers of this blog, you will understand that I have a number books on the go at any one time.

This makes for eclectic reading, and generally slower progress than would otherwise be the case.

1)  Binary Review

… however I pretty much flew through this one, given it was aligned with our primary core value of “Customers First”, and the other ones as well.

The Book	What we thought
“I love you more than my Dog” by Jeanne Bliss	Just where we are headed

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