Administrative Consistency is a measure of our attention to details.   When people think of managing details, they often picture a bookkeeper or a shipping clerk making sure all of the names and numbers match on a shipping list.  

But what about the details your customer mentioned concerning delivery schedules, financing and his or her personal preferences for communications. Paying attention to your customer and effectively handling simple administrative duties can propel you into the next level of professional development.

An effective leader must establish viable relationships and processes for doing business.   This lesson describes how to create the linkages required for smooth operations, including the Five Attributes of Reliable Communicators.

A reliable manager gives each fact, event, issue, or task the "diligence it is due."   This lesson describes the essential legal and fiduciary factors related to due diligence that are often overlooked.  It provides an easy-to-use administrative tool that can protect your career and livelihood from unfair legal entanglements.  (Includes the Value-Added Video: Philip Crosby's Details)

Work processes must be monitored to be certain they produce outputs that are consistent with their purpose so that we can continue to keep our promises to our customers.   This lesson provides practical methods for acquiring information and deciding when, where and how corrective actions should be taken.  (Includes the Value-Added Video: Defect Cause Removal)

Each time we delegate responsibility we are risking not only the success of our plans but our personal reputation as a manager because our stewardship will be judged by the skill and personality of people acting on our behalf.  This lesson describes how to choose the right people and manage their activities.

Managing time and information begins with choosing how we’re going to spend our time.  If we manage time and information wisely, we can expect our career to be fruitful.  This lesson describes the four strategic disciplines that can convert what might appear to be routine business events into greater opportunities.

Executive Credibility is a measure of our sincerity and skill with people. Sincerity comes naturally from the heart.  You either have it or you don’t.   But skills can be sharpened and improved.  By adding QM values and methods to your routines, people will gain confidence in your leadership, especially when you take time to listen to them and give them clear, competent answers.

Leaders with Executive Credibility, can accurately discern risks and rewards, choose reliable solutions and clearly explain their plans to their constituents.  To achieve and sustain corporate growth, we must be able to have reasonable discussions and share the professional and personal values that will help us build good working relationships and get the job done right.

To gain legitimate influence, leaders must demonstrate emotional maturity along with competence.   But when people doubt that a leader will be just and fair in the use of authority, they will express their insecurity in ways that create serious problems with quality and productivity.  This lesson shows how simple issues sometimes require extra-ordinary effort and progressive discipline.

Most of the bad conduct we attribute to the stress of work is traceable to deeply held fears about outcomes or the reliability of the leadership.  It’s difficult to know what someone is thinking, so we can’t be sure whether a person who is acting aggressively is truly just afraid of failing or is driven by bad motives.  This lesson provides practical guidance for leaders who are sorting through difficult issues.

In the course of our routine duties, many decisions have to be made that require wisdom about people.   Discerning and judging is a learned skill that takes dedication and practice.  This lesson describes how to identify key issues that may be hidden in rhetoric and how to make reasonable choices.

In a QM Keeping the Promise culture, leaders express their care for the customer by doing things right.  And, we express our care for our colleagues through acts of kindness, encouragement, and support when things go wrong.  This lesson encourages awareness and sensitivity to the needs of our staff and colleagues.

A QM Keeping the Promise Culture is measured by the natural presence of mutual respect, accountability and professionalism.  And for these values to prevail in an organization's culture, they must become the practiced values of the leadership.  

Whether you’re the CEO of your company or a manager who’s diligently laboring to overcome a decline in production, you can establish a QM Keeping the Promise Culture where you have authority by making these values the central theme of your personal business doctrine and policy.

The openness and collegiality of a QM Keeping the Promise Culture is the most effective model for leadership because it is predicated upon recognizing one another’s strengths and finding the most effective solutions to problems.

This lesson describes how to reach your corporate goals by blending the authority gained vertically from the organization and laterally from earned personal influence into a dynamic, problem-solving leadership style.