QM Administrative Skills describes the QM administrative principles for creating a culture of excellence, building and sustaining corporate growth and demonstrating emotional maturity in leadership.  The topics include a variety of human resource, problem-solving and customer service issues that will enable you to effectively manage people and maximize your influence.

Administrative Consistency is a measure of our attention to details.   That includes keeping records that are required conform to laws, regulations, taxation, etc. - all the things that are required to manage an enterprise.

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But it also places great value on the details your customers mention concerning delivery schedules, financing and their preferences for communications.  Paying attention to your customer and effectively handling simple administrative duties are essential to success in any enterprise.

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.

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.