The Need:

When a new person is placed into a management position, whether through internal movement or placement from outside the company, expectations generally go something like this: "Create standards, gauge and improve quality levels, optimize labor, communicate accurately and timely, assess staff skill levels and raise them, and track trends so accurate forecasting is automatic. Then share this information in a manner that is consistent throughout the company. And motivate everyone well, would you?"

These are lofty expectations that few new managers can be expected to accomplish. New managers don't have the experience needed to fulfill them and only the best of the experienced managers can reach or exceed these performance heights.

Fortunately, this situation can be avoided. The necessary skills can be taught. The methods are available for turning average supervisors into outstanding performers.

The SKA has developed a program to teach the seven basic business and operating skills that all managers need. These skills are taught at the process level, so that managers understand how to apply the skills at various levels, across industries. These are offered twice a year through our Multi-Corp University and can be brought in-house to any organization too.

Quality Measurement Metrics - A step-by-step guide on how to set up Quality Tracking Metrics and detailed discussions on using the Quality Tracking results to impact the financial and operating result. Instructions on providing a Quality Scorecard system for tracking results are installed for ongoing use.

Process Manual Creation and Usage - The required steps to create a world-class Procedure Manual are taught and tested. SKA constructs an implementation plan and schedule with the client. We also provide the support for using this tool to eliminate errors, expedite training and aid consistency while avoiding slippage in performance.

Cross-Training Scorecard and Usage - SKA develops a Cross-Training matrix that is used to demonstrate individual employee strengths/weakness as well as exposing where a department or company is vulnerable to not having the required skill levels.

Labor Utilization - We install a labor utilization tool designed to allow managers to understand and optimize the use of the company's most valuable resources: its staff.

Accessing Staff Performance and Skill Levels - In this module we tie all of the skills learned in the previous modules into one system. We will reveal how the Procedure Manual, Cross-Training Metrics, Labor Utilization Tracking, and Quality Measurements all relate to the financial well-being of the company. We also ensure that these tools assist the manager in enhancing customer satisfaction and employee morale.

Trending Metrics - Most supervisors have a "gut feeling" for how the business is trending in their areas of responsibility, yet few can predict future requirements. This module teaches how to use the data collected in other modules to forecast budget, labor, and material requirements.

Communication Planning - The most overlooked, and yet one of the most important expectations of a manager, is a Communication Plan. This module demonstrates a communication plan designed to ensure that supervisors are communicating with the proper people, at the correct time, and about subjects that are crucial for getting results.