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What can service managers learn from top chefs and how do you tell your heroes from the villains
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wolston.netDon’t Upset The Chef!James Finister
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The Secret of Success
Value talent Recognize talent Manage talent
“Talent is the distinguishing feature of successful ITSM initiatives”
Scott Standen, European Central Bank
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As the Maori proverb says…
He aha te mea o te Ao?
He tangata, he tangata,
he tangata.
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As the Maori proverb says…
What is it that really matters?
It is the people, It is the people,
It is the people.
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The Expertise Equation
EXperience x PERsona x Talent x Insight x Skills x Energy
= EXPERTISE
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But some people....
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....Will take advice from anyone
(allegedly)
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Why We Don't Value Talent
We like people who are like us We don’t value skills we lack We can’t see what we don’t know Talent confounds our expectations We want change less than we say we do We put too much faith in teams Villains masquerade as heroes
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Daisy A.K.A. Precious Pearl of Hyde
(And other less printable names)
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Heroes and Villains
Strong self image & critical of others Hard to convince Unwilling to compromise Believe rules don't apply to them Easily de-motivated Have flaws and make mistakes Need to be loved
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Recognizing The Villains
Self promoting & confrontational Don't suggest positive alternatives Never compromise Mavericks themselves who apply rules rigidly to
others Motivated by self importance Bullies who find scapegoats Soak up positive energy
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Recognizing the Heroes
Self belief & challenge others Suggest new ways of working Create new rules Compromise when it makes sense Motivated by success Make mistakes but learn from them Repay trust and generate energy
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If You Don't Value Talent
People with great C.V.s under deliver Nothing ever changes No buzz in the workplace Silos
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Managing Talent
Assess your need for talent & skills Be honest when recruiting Play to strengths Look for potential Challenge HR conventions Diverse measures of success Diverse rewards for success Creative/synergistic partnerships
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When It Works
Positive instability Surprise fits Talent attracts talent Effective collaboration Game changing innovation
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James [email protected] on twitter
coreitsm.blogspot.comWith thanks to:
Scott Standen, Stephen Mann, Rob England, Kevin Holland
And especially Mark Greenaway and The Dryburgh Abbey Hotel
http://www.markgreenaway.com/
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References
• Kruger, Justin; Dunning, David (1999). "Unskilled and Unaware of It: How Difficulties in Recognizing One's Own Incompetence Lead to Inflated Self-Assessments". Journal of Personality and Social Psychology
• Ukkola, L., Onkamo, P., Raijas, P., Karma, K., & Järvelä, I. (2009). Musical Aptitude Is Associated with AVPR1A-Haplotypes PLoS ONE, 4 (5) DOI:
• Rosenzweig, Phil (2007). “The halo effect, and other managerial delusions”
• Buckingham, Marcus; Coffman, Curt (1999) “First break all the rules”• Goffee, Rob; Jones, Gareth (20090 “Clever”
