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Performance: Clone Your Superstars -2

Published on June 1, 2009 By

part 2 of Clone Your Superstars
One word of caution: keep an open mind regarding the best practices for any given activity. I know of a service manager for a car dealership who was surprised to discover that the repair technician with the best record for service call quality and response time actually took much longer [...]

Performance: Clone Your Superstars

Published on May 17, 2009 By

Clone Your Superstars. When certain team members consistently outperform others, both the low performers and their managers sometimes begin to assume that these performance variations are natural, unchangeable, and the result of an innate characteristic of the superstars. Nothing could be farther from the truth. One of the most effective ways of challenging the performance [...]