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Business Rule #23:
Don’t Just Delegate, Keep Score
April 1, 2005
(PAGE 2 of 3)
Even with the simple goal of making and selling more pizza in a single lunch shift, keeping the target in mind while carrying out the task is vital. With little or no discernable difference between the Magna and Net Worth products, the challenge came down to marketing.
Net Worth got a jump on their sales when Alex Thomason and Chris Shelton sold a Brooklyn construction crew a half a dozen pizzas for lunch the next day. Unfortunately, this became a huge problem the next day for their leader, Stephanie Myers. It fell on her to decide how to get a half a dozen pizzas from their mobile kitchen in midtown Manhattan all the way to Brooklyn.
If she had kept a score card, it would have been easy to evaluate where her time would be best spent. I’m not saying it was necessary to have an exact accounting or keep a running inventory, but if Stephanie had considered how fast they were selling pies, she would have understood the potential cost of the Project Manager being away from the kitchen for over an hour.
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She had other options. Stephanie could have sent someone else on her team to deliver the pies. She even could have called a Domino’s shop in Brooklyn and ordered the pies from them. Admittedly, it wouldn’t have been her team’s meatball extravaganza, but the construction crew wouldn’t have been hurting for lunch. She might have stayed in the game if she had.
Stephanie needed to know what was going on in the mobile kitchen. If she had stuck close to the action, she could have gotten much more specific in her delegation of jobs. She might have noticed that Chris was doing more than his share of the cooking and asked Alex and Angie McKnight to switch places with him in shifts. Stephanie might have seen that the models were bunched up together on the street by the kitchen and could have done a much better job of delegating by assigning a specific dorm to each of them. Not only that, she might have heard them ask about soliciting business a block away at Union Square and had a model or two go and cover that bustling park.
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Keeping the target in mind while carrying out the task is vital.
