It’s a Saturday and today I felt like reading some Drucker. I have selected Chapter 2, The Jobs of Management from the book, The Practice of Management.
Drucker says there are 3 jobs of Management:
- Economic Performance
- Managing Managers
- Managing Worker and Work
Although this book was originally published in 1954, I think these principles apply just as much today as they did almost 70 years ago. Imagine that.
If you listen to the end, I have a question for you. It is about my thoughts on what Drucker says about managing worker and work and how I feel this applies to the equation of Net Promoter Score (NPS). To me, Employee Net Promoter Score (eNPS) has a direct correlation with NPS.
We’ve all heard the phrase ‘A happy employee equals a happy customer’ haven’t we? I see the direct manager as being key to the evolution of a happy employee and effectively the the satisfaction of the customer.
I’m really interested in NPS and eNPS, front line management’s role in both and the tie-in that customer service and support have to the equation. I think we need to expand our thinking on this as organizations struggle to adjust to market changes (COVID) impacting sales and employee engagement.
FYI, I am changing my YouTube channel to a private one where I will continue to share various readings and my thoughts on those readings. If you’d like to join me, send me an email with the subject line: Register. I’ll get you access and we can read together. I share for free.