Management by Example

8/8/2019 Management by Example

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Introduction

As a manager, one item I am always doing is lists. I list out each day what I wish to

accomplish. I list out for each project I work on what I will do to accomplish the

objective at hand.

Finally, I list out processes for each sub-task. Therefore, this book is a series of

lists/words of wisdom for the most common business aspects of utmost importance. It is

envisioned depending on the problem one is having they can go to that list and start to

remedy the issue or learn something new on the topic of their choosing. Additionally, on

each page is an area where one can add notes as they please - possibly applicable to thatsubject area.


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Introduction ............................................................................................................................................ 28 Responsibilities of a Supervisor.......................................................................................................... 54 Ways on Team Competitive Advantage.............................................................................................. 67 Mission Items on Strategy Implementation......................................................................................... 75 Useful Items for an Organization Chart .............................................................................................. 8

3 Act Steps on Delegation...................................................................................................................... 96 Key Items of Visionary Leadership................................................................................................... 106 Management by Objective Steps....................................................................................................... 115 Tips for Goals.................................................................................................................................... 125 Check Items for a Job Enrichment Checklist .................................................................................... 138 Key Attributes of High-Performing Work Teams............................................................................. 144 Care Guidelines for Managing a Task Force..................................................................................... 157 Ways When Dealing with Group Think............................................................................................ 166 Steps in a Problem-Solving Process .................................................................................................. 1710 Tips for Increasing Creativity.......................................................................................................... 186 Ways to Empower Others.................................................................................................................. 194 Key Rules for Negotiation................................................................................................................. 205 Tips for Leading Others .................................................................................................................... 21

9 Tips for Dynamic Groups.................................................................................................................. 226 Ways for Being a Seeker of Decisions All the Way Through........... .......... .......... ........... .......... ...... 239 Items for Being Competitive and Covering Every Angle ................................................................. 249 Tips for Branding .............................................................................................................................. 254 Points for Building Confidence......................................................................................................... 265 Questions for Gaining Trust and Commitment ................................................................................. 278 Tips for Guiding Others .................................................................................................................... 286 Tips for Improving Performance Using Total Quality Management ......... ........... .......... ........... ....... 294 Key Ways for Dealing with Conflict................................................................................................. 307 Investigation Questions to Ask About Causes & Failure .................................................................. 31Become a Rule Breaker ........................................................................................................................ 326 Tips for Theory of Chaos .................................................................................................................. 336 Tips for Working Flexibly to Set Your Own agenda ........................................................................ 34Management via Perseverance ............................................................................................................. 35

8 Key Essential Business Skills............................................................................................................ 365 Key Tips for Finding Method in the Madness................................................................................... 377 Mistakes in Managing Customer Profitability............. .......... ........... .......... ........... ........... .......... ....... 3810 Simple Steps for Pure Project Management Methodology........... ........... .......... ........... .......... ......... 396 Tips to Identify Your Personal Aims................................................................................................. 404 Key Powers of Interest ...................................................................................................................... 414 Quick Tips to Measure Your Management Potential ........................................................................ 423 Tips for Effective Self Management ................................................................................................. 437 Quick Tips to Turn Ideas Into Action................................................................................................ 447 Quick Tips for Forming the Social Sector......................................................................................... 455 Key Opportunity Questions to Ask ................................................................................................... 466 Tips for a Integrated Management System........................................................................................ 474 Key Ways to Choose Your Strategy.................................................................................................. 483 Vital Advantages of Independence for that Entrepreneur in us All! .......... ........... .......... .......... ........ 495 Critical Success Factors for New Ventures ....................................................................................... 507 Key Tips for Management by Objectives.......................................................................................... 5125 Rules to Live By.............................................................................................................................. 5211 Key Systems Analysis Life Cycle Phases ....................................................................................... 5310 Tips Needed for User Centered User Interface Development (UCUID)............. .......... ........... ....... 5613 Items for use Scenarios and Task Analysis ..................................................................................... 575 Tips for Business Intelligence ........................................................................................................... 598 Tips for Creating a RFP (Request for Purchase)............................................................................... 60

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6 Quick Tips on Public Speaking ......................................................................................................... 61Information Technology 7 Hot Tips for Leading a Better Deal ........................................................... 6210 Elements of an IT Governance Checklist........................................................................................ 635 Questions to Ask to Self-assess IT Governance Practices.............. ........... .......... ........... .......... ......... 644 Tips for a Open Source Checklist...................................................................................................... 658 Requirements for a Director of Project Management....... ........... .......... ........... .......... ........... .......... .. 66

6 Steps for Marketing Information Technology................................................................................... 675 Sales/Projects GOALS ...................................................................................................................... 686 Tips for Sealing Success.................................................................................................................... 69Step System for Managing Customer Concerns (HEARS) .................................................................. 704 Reports Checklist of Management .................................................................................................... 715 Tips to Keep Customers .................................................................................................................... 724 Ways for Dealing with Conflict ........................................................................................................ 7310 Questions on Execution of a Project ............................................................................................... 743 Ways on Getting the Message Out .................................................................................................... 757 Steps in the Mind of the Customer.................................................................................................... 76Notes..................................................................................................................................................... 77About the Author.................................................................................................................................. 78

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8 Responsibilities of a Supervisor

1. Plan and set a time table for work daily, weekly monthly and yearly.2. Define tasks and collect ideas for improvement.3. Assess performance and give advice to subordinates.4. Advise in regards to pay increases and new project assignments.5. Apprise subordinates in regards to performance goals.6. Communicate to higher level manager in regards to needs and accomplishments.7. Recruit, hire, train and mold workers so they meet their goals without micro

managing.

8. Foster and maintain a high passion for work.

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4 Ways on Team Competitive Advantage

1. Take the right people and get them working together2. Everyone in the group should be aware of what it takes to work smoothly3. Always make team members feel they have some power4. Make sure employees are rewarded based upon quality and clients feedback

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7 Mission Items on Strategy Implementation

1. Mindful of the organizations purpose2. Involved to accommodate organizations strengths and weaknesses3. Strategy that takes into account opportunities and threats4. Strategic to have a competitive advantage5. Insists on taking into account the notion of reason6. Open to the time frame7. New strategies need to be flexible

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5 Useful Items for an Organization Chart

1. Chart of titles and major responsibilities2. How the line of command works3. Allows for clear outlay of communication4. Reporting on sub-teams can be broken down5. Takes a full view of the organization from an management standpoint

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3 Act Steps on Delegation

1. Always assign a task to whom it is believed can get the job done2. Change roles, let the worker have the authority to make decisions and take thenecessary steps (direct others, sign off on purchases etc)3. Take a break and trust who the task was deleted to, complete it with success

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6 Key Items of Visionary Leadership

1. Vary ideas slightly2. Inspiration will feed actions3. Support others4. Invigorate the team5. Open your ears and listen6. Never let the team see you down

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6 Management by Objective Steps

1. Review target dates often2. Engage team members by meeting with them individually3. View progress reports often with employees4. Individuals should prepare each year a report of their accomplishments over the

course of the year

5. Every evening write down what needs to be done for the next day6. Work towards finishing items step by step

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5 Tips for Goals

1. Give specific goals to workers2. Only utilize realistic goals3. Always challenge workers to work harder4. Learn to live with the goals that were set5. Slow down sometimes and reward workers

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5 Check Items for a Job Enrichment Checklist

1. Control workers in their daily work life2. Have workers make choices about their work3. Educate workers that they are accountable4. Continue to let workers complete full tasks5. Keep giving feedback

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8 Key Attributes of High-Performing Work Teams

1. Team members are committed to helping one another2. Earning results as a team3. All members agree on the same purpose4. Members communicate5. Working to improve6. Often meet as a team7. Reflect on creative measures8. Keeping all members on team on their toes to act quickly to answer questions

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4 Care Guidelines for Managing a Task Force

1. Create a team of members whom are ideal for the task at hand2. Allow for time to make sure members are aware of their purpose3. Reflect a good image by picking a good leader whom possesses the right skill set4. Engage members to review task items often and make sure feedback by management

is given

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7 Ways When Dealing with Group Think

1. Make sure views are showed by all2. Be flexible to allow others to share their opinions3. Utilize subgroups having them work on the same set of problems then have a idea

sharing session

4. Gain opinions from individuals outside the team5. Bring in individuals outside the team into meetings6. Always have someone play a devils advocate role7. Hold a follow up meeting to review agreed upon decision points

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6 Steps in a Problem-Solving Process

1. Remedy the problem after finding it!2. Utilize alternative solutions3. Agree on a solution4. Put the solution in place5. Monitor if the solution worked6. Repeat the process as necessary

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10 Tips for Increasing Creativity

1. Be on the look out for several right answers2. Let creativity bloom3. Ask questions all the time4. Ask I wonder if questions5. Try and see tasks differently6. Learn from error7. Experiment and learn from experimentation8. Obtain other view points9. Be willing to be different10.Support all and any form of creativity

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6 Ways to Empower Others

1. Have employees work on what interests them2. Make sure that team members share ideas3. Have team members be pro-active4. Gather opinions from all, when issues spring up5. Let ideas reign6. Acknowledge the stars on the team often

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4 Key Rules for Negotiation

1. People first then the problem2. Put interests first3. List as many possible solutions as desired4. Results should be based on a agreed upon standard

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5 Tips for Leading Others

1. Know what is to be achieved2. Know how an item is to be achieved3. Know the issues being tackled4. Be aware of how others see the organization5. Does the team have a solid foundation to succeed

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9 Tips for Dynamic Groups

1. Present the subject to be tackled2. State the objective clearly3. Have confidence in employees doing work4. Make sure groups work together5. Always look ahead, never in the past6. As a manager its important to show authority7. Have confidence in the group8. Those who dont believe in a groups objective should move on or be re-assigned9. State to group that working hard, effective, and efficiently will yield rewards

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9 Items for Being Competitive and Covering Every Angle

1. Be aware of newcomers -> as they can take away sales2. Does the market include a established organization that could take away from sales?3. Do the bigger customers have -> a better relationship with the competition?4. Does the competition have a leg up based upon current market events?5. Does a market segment exist in the area where the organization is behind in?6. Is the latest customer feedback available?7. Is it possible that customers could siphon away revenue?8. Does another innovative technology or process exist which could affect the bottom

line?

9. Is it possible competition from outside the industry could affect the bottom line?

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9 Tips for Branding

1. Brands are an advantage for consumers2. Brands should be trusted by consumers3. Be aware of what was agreed upon and dont change this agreement4. How the brand will profit should be though out5. The expanding of the brand should be planned for6. Patient should be utilized with brands7. A good strategy for the brand should be planned for8. Get consumer input in regards to the brand9. Sometimes celebrities do not work for a brand

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4 Points for Building Confidence

1. Sometimes it is good to step aside and let others take the lead2. As a leader, one cant be insecure3. As a leader, any form of doubt is a bad trait4. Let people know of organization items as soon as possible

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5 Questions for Gaining Trust and Commitment

1. Can you trust co-workers to delegate tasks to them?2. Can you trust co-workers to do a good job without micro-managing them?3. Can you show that you trust whom was delegated the task to?4. How do you judge others work when delegated to them?5. Can you be truthful when delegating?

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8 Tips for Guiding Others

1. During the task what broke down? Who is responsible?2. Why did the task fail?3. What could be improved next time?4. If nothing can be improved then how was the task architected?5. What bad decisions were made?6. What needs to be done differently next time? 7. A method to correct problems needs to be created 8. If improvements cannot be made then what made that task a success can be utilized

for other similar ways

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6 Tips for Improving Performance Using Total Quality Management

1. List in detail what is wrong2. Research what is going wrong3. Create a solution/series of solutions4. Test that the solution will work (a beta or mock-up can be used)5. Implement the solution6. Review the solution and make changes as needed

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4 Key Ways for Dealing with Conflict

1. Where is the problem and what is it exactly?2. What are the potential solutions?3. What solution out of all the alternatives is the best?4. How is the solution best implemented?

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7 Investigation Questions to Ask About Causes & Failure

1. Make decisions decisively after investigating the facts2. Investigate why customers are neglected3. Investigate who has overstaffed the organization4. Investigate why employees are not productive5. Investigate what new ideas are possible and what risks they entail6. What is in the way of a lack of focus?7. What controls are in place which are not needed?

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Become a Rule Breaker

1. Break rules to achieve what is necessary2. Experiment in the management department all the time3. Latch on to people of like mind4. Challenge what you believe are wrong decisions5. Always welcome change

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6 Tips for Theory of Chaos

1. Fast reaction time back to customers is key2. Use the every changing market place to create opportunities3. Utilize pilot programs4. There is not a limit to what people can achieve5. Try to eliminate bureaucracy6. Make sure people are always changing something

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6 Tips for Working Flexibly to Set Your Own agenda

1. Listen to customers and meet their needs fully2. Try new ways to do tasks faster and efficient 3. Treat everyone you work with as if they are making a contribution of utmost

importance

4. Be positive no matter what the situation5. Create a vision for your job6. Side step stupid rules -> instead create better ways of working

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Management via Perseverance

1. Always work towards improving the business eco-system via creative methods2. Question every nook and cranny of the business3. Find interesting ways to meet customers needs4. Find the best suppliers and customers5. Obtain superior service via clever internal promotions6. Utilize new ideas all the time7. Realize the organization can do more than expected

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8 Key Essential Business Skills

1. Be able to write a business plan2. Be able to write a budget3. Know the difference between direct and indirect costs4. Know the difference between profit and donation5. Know what marginal cost is6. Know what opportunity cost is7. Know what return on capital, cash flow and gross margin is8. Be aware that 20% of the customers contribute 80% of the sales

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5 Key Tips for Finding Method in the Madness

1. Do the analysis to figure out whether customers like doing business with you2. Continue to improve management methodologies3. Read items that are about the business -> and those that are just plain newsworthy

and interesting

4. Be prepared for the worst5. Always be prepared for more than one response to a problem/issue

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7 Mistakes in Managing Customer Profitability

1. The project is complex2. The project is not challenging3. The projects data set includes missing data4. The project has bad data5. The incorrect questions have been asked during the analysis stage6. The incorrect analysis was obtained7. The organizations questions and issues were not addressed thoroughly or at all!

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10 Simple Steps for Pure Project Management Methodology

1. Any determination involving people should be made carefully2. Everybody on the team should understand the business at hand3. What customers and potential customers are doing as far as habits, wants and needs

should be studied

4. When items are moving fast they should be questioned5. Always learn from success6. Always learn from non-success7. Be aware of what an employee has excelled with8. Assign to an employee what they will do well with9. Make available training for those tasks that the employee will need for success10.Would you be willing to recommend that a close friend or relative work under this

manager?

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6 Tips to Identify Your Personal Aims

1. What does one want to accomplish and one must know when they have accomplishedtheir objective?

2. What does one have to do to reach their goals?3. What are the measures one will use to reach their goals?4. What are the goals for one over the next week, month and year?5. Is one linking individual goals to those of the team and company?6. What feedback is being used to know that what has been accomplished is correct?

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4 Key Powers of Interest

1. Question everything2. On the job training3. Understanding of organizations mission4. Obtain meaningful conclusions

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4 Quick Tips to Measure Your Management Potential

1. What has been done well?2. What aptitudes have been learned?3. Has what has been learned been transferred to the team members? 4. Would you advise someones son or daughter to work under you?

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3 Tips for Effective Self Management

1. What is the manager doing that doesnt need done?2. What is the manager doing that can be delegated to someone else?3. What is the manager doing that only a manager can do?

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7 Quick Tips to Turn Ideas Into Action

1. Always look into more possibilities2. Make sure ideas dont lose touch with reality3. Innovate and always look towards the future4. Any new venture should include a senior manager/team lead5. Be aware of what goes wrong and make it right6. Make sure cash flow and capital is a high priority to manage7. Build the team slowly making sure the right skills and personalities are represented

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7 Quick Tips for Forming the Social Sector

1. Use creative measure to seek communication between team members2. Gather information in creative ways3. Hire employees who possess needed skills and train them in other areas as well4. Design team around your beliefs5. Make sure long term goals are met6. Utilize a strategic plan and refer to it often7. Govern knowledge and make sure it is always present and available to employees

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5 Key Opportunity Questions to Ask

1. Is the idea un-foolish and concentrated?2. Is the idea easily comprehended?3. Has the idea been examined?4. Can a small project be created which formulates pieces of the idea?5. If I proceed, will other projects interfere with the main idea and how quickly?

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6 Tips for a Integrated Management System

1. Seek out desires of a integrated management system (IMS)2. Review what management does on a daily basis then create task lists for thosemanagers based on areas of expertise3. Set system metrics4. Make sure intentions of system are clear5. Intentions of corporation should align with workers goals6. Management information system should be controlled to make sure objectives are

being met

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4 Key Ways to Choose Your Strategy

1. Be the first to market with any new innovation2. Use a powerful stage to unveil your product/service3. Enter a niche market that one can dominate4. Market the product/service utilizing a different approach then has been done before

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3 Vital Advantages of Independence for that Entrepreneur in us All!

1. Investigating the accessible opportunities2. Choosing the right possibility3. Accomplishing the prospect of creating a new business

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5 Critical Success Factors for New Ventures

1. Evaluate the market2. Devise a good plan for cash flow and capital needs3. Create a strong management system4. Figure out your own role with clear guidelines5. If the business is established, insulate the new venture

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7 Key Tips for Management by Objectives

1. Appreciate that there is not a magical way to direct people2. For best results, delegate employees to project opportunities3. Know the firms objective and believe in its value4. Analyze a situation, then tackle it5. Evaluate whether you are best when being a decision-maker or mentor6. Learn to manage the team effectively7. Be aware of what you should do, instead of being told what to do

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25 Rules to Live By

1. Pay notice2. Recognize others3. Contemplate the best4. Hear all5. Be able to be involved6. Speak kind-hearted7. Dont speak un-well8. Believe and grant praise9. Honor the word no10.Admire others opinions11.Judge your body12.Be amiable13.Lower your tone14.Value others time15.Value others space16.Ask for forgiveness earnestly17.Appraise yourself18.Evade private questions19.Attend -> to your visitors20.Be considerate when a guest21.Always think before asking for a favor22.Make sure complaints are valid23.State criticism carefully24.Be environmentally friendly25.Dont transfer faultMBE NOTES:

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11 Key Systems Analysis Life Cycle Phases

1. Beginning of Project2. Overview of business analysis3. Elaborate business analysis4. Project acknowledgement and appraisal5. Creating of a overview in regards to the business system design6. Creating of a elaborate business system design7. Creating of a specification for a procedural solution8. Implementation of process explanation9. Testing of the process explanation10.Implementation into production environment11.Post implementation overview of issues

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10 Rules for Project Success

1. Evolve people first - then process2. Steer, follow or step aside3. Collaboration and cooperation are key4. 80% of success is showing up, 20% is doing the work5. Stick to a meetings agenda6. Talk to users daily7. Always work as though there is a crisis8. Hear, convey and partake9. Try to excel10.Be a difference maker

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Interview Items forUser Centered User Interface Development(UCUID)

1. Tell a few stories that are common about the actual use of the system?2. What makes the system good or bad?3. What are the important factors of the system?4. How are these important to your use?5. Describe the problem the system was to solve?6. Describe the stakeholders and their roles?7. In order to solve the problem, what steps were taken?8. What items hindered the process (the budget, resources etc)?9. What is required in order for decisions to be made?10.What was output in the system?11.Was the finished system up to standards?12.What is currently a time consuming task?13.What are the biggest problems encountered?

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10 Tips Needed for User Centered User Interface Development(UCUID)

1. Ability to search and browse for requested items by content (type, date/time, vendor,prices, etc)

2. Maintain named sets of details for later reuse3. Examining item to be prepared in some way (example: items to be delivered)4. Utilize a time table to delivery solutions (once a week, once a month etc)5. Ability to look at news and other media by topic of interest to the user6. Generating common preferences so that the softwares graphical user interface

(GUI) is easier for a user to use

7. Observing users ideas and related items8. Granting users ability to view common details such as price, estimated cost to ship,

estimated arrival time of purchase as well as other items user may wish to purchase

etc9. Allowing users to see differences of similar items, attribute by attribute10.Allowing users to sift through large data/items thus making it easier via some form of

navigation

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13 Items for use Scenarios and Task Analysis

1. What are the task kinetics (for example: overtime related to the task)?2. What activates a task?3. How susceptible to intrusion is the task?4. What tasks are accomplished together as an action?5. How often does a task transpire?6. What is the timeframe of the task? Are there deadlines or constraints?7. What is the amount of work?8. Does an item need to be completed right away or does it have any lag time?9. Are task reminders required?10.Can a task be forecast or will it be a surprise?11.Is a task constant or a series of disjointed items?12.Is the user multitasking?13.Is the task driven by a process or a user(s)?

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12 Items forBusiness Intelligence (Back Operations Plan)

1. How will you keep track of resources?2. How will you report on tasks?3. How will you declare the practice being obtained?4. How will you know when predicaments occur?5. How will you inform users of data difficulties?6. How will you supervise the organizations production output?7. How to solve obstructions?8. How to be sure that a system never runs out of disk space?9. How to apprise when departing data is obtainable?10.Make sure one is up to date on the process before trying to refine it11.Model current methods and assembly metrics before starting process improvements12.Choose to be on a cost saving project where change is the normal path

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5 Tips for Business Intelligence

1. Identify possible risks2. Select verification test which must fit business rules3. Assembly source data interpretation4. Run an first run of the verification (really a proof of concept)

-use known business rules

-formulate sample goals

-analyze rules

5. Configure a all out proof of concept-choose production level data for tests

-create a test environment

-make sure data utilized accounts for all needed purposes

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8 Tips for Creating a RFP (Request for Purchase)

1. Overview and administrative information Why does the firm need to purchase the technology? What business problem is trying to be solved? Why is the existing system insufficient to the firms needs? What features are without a doubt required?

2. Obtaining technical requirements List of technical requirements and rank them in order of importance

3. Obtaining management requirements4. Vendor qualification and references5. Vendor section (who they are, what they do, why they should be considered)6. Pricing section (list prices by core product as well as module)7. Contract and licenses section8. Appendices (would include overview of vendors marketing material,

recommendations from other firms, graphs and charts as needed/desired)

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6 Quick Tips on Public Speaking

1. Take into consideration the audience and tailor the speech accordingly2. Keep subject matter fresh, so people listen3. Use slight humor4. Create an outline of ideas and present them, read as little as possible from notes5. Be confident, even if youre not6. Think that the audience is cheering you on

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Information Technology 7 Hot Tips for Leading a Better Deal

1. Consider carefully your needs.2. Make sure you know your vendor.3. Make sure you know your vendors product (study and read as much documentation as

is available).

4. Utilize a competitive climate (stand firm where necessary do not be a push over inregards to not getting what was promised)

5. Utilize customers comments when necessary6. Consider alternative software to meet your needs (examples open source, internally

developed as opposed to packaged solutions)

7. Recruit the best negotiators

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10 Elements of an IT Governance Checklist

Questions to ask to uncover information technology issues:

1. Is it clear what the information technology is doing?2. Are end users satisfied with the quality of the information technology servicethey are being provided?3. Are information technology core items maintained at a level to meet desired

enterprise objectives?

4. Does information technology support with regulations and service levels?5. How well do the enterprise and information technology align their objectives?Questions to ask to find out how management addresses the information

technology issues:

1. What information technology assets are there, and how many are managed?2. Are enterprise and information technology objectives linked and

synchronized?3. Does the enterprise know its position relative to technology are they a

pioneer, early adopter, follower or laggard?

4. Does the enterprise research technology and set direction for future growth?5. Is the steering committee regularly briefed on risks, to which the enterprise is

exposed?

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5 Questions to Ask to Self-assess IT Governance Practices

1. Is the steering committee up to date on the latest developments in informationtechnology from a business perspective?

2. Is the steering committee aware of any conflicts between the business units and theinformation technology units?

3. Does the steering committee receive status reports on major information technologyprojects?

4. Is the steering committee briefed often on information technology risks to which theenterprise is exposed?

5. Is the steering committee obtaining independent consulting advice on the informationtechnology objectives it is wishing to partake in and being told of the known risks?

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4 Tips for a Open Source Checklist

1. What open source license should be used?2. How will a open source community be created?3. What will be included in the governance model?4. How will money be made?

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8 Requirements for a Director of Project Management

1. Accountable for managing, directing and leading the project management team2. Evolve and deliver training material3. Enlist and develop instructors for training4. Supply mentor advice to project managers5. In charge of management meetings involved with project management6. Establish project management improvements7. Bring forth positive work relationships8. Be strategic in business plans, human resource planning, business analysis and

business management

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6 Steps for Marketing Information Technology

1. Target - define what you want to transmit to your company and the individuals andgroups you need to extend this message.

2. Research - ascertain about customers and their wants.3. Pitch make a story that covers what youre trying to sell.4. Staff ready the employees for the marketing endeavor with training on what to say.5. Campaign - communicate stories in presentations, newsletters and events, as well as

one-on-one and group conversations.

6. Metrics - institute objectives for the marketing effort ahead of time - staff should beheld accountable by including related performance metrics into their reviews.

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5 Sales/Projects GOALS

1. Garner information - garner as much information as possible.2. Obtain - a step by step guide.3. Acquire - actions speak volumes.4. Look - at the plan several times.5. Set - new goals - goals infer passion.

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6 Tips for Sealing Success

1. Ask the correct conditional questions2. Be aware one sells what their customer sells3. Obtain from customer the problems that your product or service will help remedy4. Obtain from customer how you added value in solving their problems5. Obtain agreement that the solution met the client needs6. Ready for the next project/phase

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Step System for Managing Customer Concerns (HEARS)

1. Hear2. Engage3. Ask questions then act -> Re-ask questions to be sure!4. Reassess via explanation5. Surely relate to the concern

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4 Reports Checklist of Management

1. Report what youre going to tell them.2. Report to them.3. Report what you will test them on.4. Report to them what you told them.

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5 Tips to Keep Customers

1. Carry on a positive attitude.2. Diverse yourself - through creativeness and exceptional work.3. Be aware of your customers business.4. Follow-up and take feedback then prioritize and take action on priorities.5. Give customers justification and motive to refer you to others.

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4 Ways for Dealing with Conflict

1. Discover the exact issue2. How can the issues be resolved?3. What is the best solution?4. How can the solution be put into place?

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10 Questions on Execution of a Project

1. Do you have clienteles requirements?2. Do you have a sanctioned budget?3. Do you have a confirmed roadmap?4. Do you have a ratified schedule?5. Are you delivering the product on time6. Do you have developers available in a timely fashion?7. Is team competent of dealing with modifications?8. Keep them concentrated and resisting change9. Customers should be given a list of feature issues with released products (could be a

one page overview of bug fixes or enhancements.)

10.Do you and your team gauge - the work on a regular basis to find ways to reviseprocesses?

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3 Ways on Getting the Message Out

1. One has to decide whom to mail or e-mail the information to?2. One has to decide what the text of the mailing/emailing will entail?3. One has to decide the best time to send the mail/email?

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7 Steps in the Mind of the Customer

1. One has to know the customers2. One has to inform the customers3. One has to help the customers4. One has to surprise the customers5. One has to delight the customers6. One has to thank the customers7. One has to reward the customers

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Notes

Heller, Robert,Bill Gates Business Masterminds (London, New York: Dorling

Kindersley, 2000)

Heller, Robert, Peter Drucker Business Masterminds (London, New York: Dorling

Kindersley, 2000)

Heller, Robert, Tom Peters Business Masterminds (London, New York: Dorling

Kindersley, 2000)

Schermerhorn, John R. Jr.,Management and Organizational Behavior Essentials (New

York: John Wiley & Sons, 1996)

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About the Author

Kevin O'Neill was born in Poughkeepsie, NY. He has a MSCS in

computer science and information systems and BA in journalism

with a minor in music from Marist College located in

Poughkeepsie, NY.

His interest in business started when he sold lemonade as a kid. During high-school and

college he was always leading in some way (whether by being captain of the track team

or project team for a assignment). Currently, he sells several books and software

programs on his web-site (http://www.kmo.name).

Mr. O'Neill is married and has a son and daughter. They reside in Canonsburg, PA.
http://www.kmo.name/http://www.kmo.name/

Management by Example

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