Post on 18-Jun-2020
a special, exclusive presentation for IBPSA Members
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
To identify Four Primary Functions of Effective
Management
To clearly understand the ingredients, need for, and
importance of each function
To generate ideas and action items that can be put in
place to assist with the management challenges we all
face
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Equally as important as Pet Care Skills
Poor Management is transparent
Turnover is disruptive and expensive
In relationship businesses, new faces cause unrest and
doubt
Internal vs. External Customers
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
In business, we all have these management challenges
in common….
Employees
Vendors
Clients
These challenges are sometimes planned
Sometimes these challenges are SURPRISES!
The Goal: To minimize Surprises
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
The only constant in business is….?
CHANGE
What’s changing?
Speed
Technology
Laws
People
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
QUESTION:
What reasons do people have for resisting
change?
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Natural Resistance to Change
Staff Resistance
Client Resistance
Have and encourage an “Early Adopter” mentality
If change is inevitable, jump into change early
Try to influence the change
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
How can we effectively manage these changes and
challenges?
We must Plan ahead
We must Organize our efforts
We must Lead our team
We must Control our situation
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
The most important function of management
Why?
We all know that planning is VERY important…so why
don’t we do a better job at it?
What is planning?
Anticipation of future trends/needs
Determination of best strategies and actions needed
to achieve our goals
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Planning is continuous
Planning answers three fundamental questions
What is the situation now?
Where do we want to go?
How can we get there?
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
The loftiest plan to devise is the Mission Statement
Who has one and why are they important?
How do we create one or make ours better?
Be prepared to be held accountable!
“Hang it on the wall”
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Ingredients of a Mission Statement
Our Self-Concept
Our philosophy and goals
Our Long Term Survival
Customer Needs and Wants
Social Responsibility
The nature of our business
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Types of Planning Include:
Strategic (Highest Level Planning)
▪ Determining our Major Goals
▪ Determining how to use resources to achieve these
Major Goals
▪ Long-range planning is difficult due to rapid change
out-pacing long-range thinking
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Tactical (Mid-Level Planning)
Short term plans
▪ What needs to be done?
▪ Who is going to do it?
▪ How is it going to get done?
▪ Example: Budgeting—don’t look now, but I bet
some of you do not have a budget!
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Operational (Line and Staff Planning)
Setting work standards
▪ “Direct and Expect”
Scheduling
Focus on specific duties and people responsible for
the duties
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Contingency
Alternative course of action
Answers the “if/then” questions
Examples of “if/then” questions
Crisis
How to react to sudden changes/surprises
Emergency planning and practice
Examples
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Proactive vs. Reactive Managers
“P” Proactive=Planned
“R” Reactive=Right Now
Both types of people are needed for balance, but too
much of either is not desirable
What kind of manager are you?
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Follows the planning function
Begins the implementation stages of the plans
Defines responsibilities according to skill levels (for
managers and staff alike)
Technical Skills
Human Skills
Conceptual Skills
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Technical Skills
Ability to perform the tasks because of skill level
and/or specialized training
Human Relation Skills
Ability to involve communication and motivation to
work together with people
Conceptual Skills
Ability to see the “big picture”
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Different levels of staff/managers must have different
levels of skill “mix”
The higher the staff/manager level, the lower the technical skills and more human and conceptual skills
The lower the staff/manager level, the higher the technical skills and less human and conceptual skills
Why?
Promotion Challenges—Promotion To Failure
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
The process of providing continuous attention to core
company beliefs-This takes work!
Creating and reinforcing company values and ethics
Embracing change
Rallies others to share company beliefs
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
People seldom quit companies…they quit managers
Leadership Styles
Autocratic
Democratic
Free Rein
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Employee Empowerment
True or False? A complaint from a client gets more
expensive the longer it sits unsolved?
Why?
Do you know how much it costs you to get a new
client? If not, you should.
Why?
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Sometimes, the most simple message is the most
difficult to address
Examples?
The story of the “little voice” and the “grapevine”
Learn to listen to the little voice
Learn to use, but not always trust the grapevine
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Analyzing data and taking the appropriate steps to keep
or correct a situation
GIGO?
Often thought of as, but not always a negative thing
Recognizing what “out of control” looks like
Straying from the Plan
Unorganized
Loss of Leadership/Direction
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Performance Standards
Checklists, Manuals, Handbooks, etc.
True or False? People actually like being told what to
do.
Professional Sports—What if there were no referees?
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Monitoring and Measuring
What gets measured, gets done.
Comparing (Benchmarking)
Who do you compare your business to?
Who should you compare your business to?
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Communicating
In all forms…
Let them know, “keep’em informed”
Encourages two way communication
Follow Through
The most important step of Controlling function
Takes the most effort
Deserves your attention
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Who is the first person to point blame at when
something goes wrong?
Get into the habit of pointing the finger inward…..
Forces us to create better plans
Causes us to organize our efforts
Gives a great example to our staff
Helps us deliver on our promise to our clients!
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Some REALLY cool IBPSA member exclusive training coming your way soon!
Member input and requests encouraged!
Real life solutions for real life situations!
One on One Sessions Also Available! Want to know when? Email me… joe@joezuccarello.com
In the meantime, check out my website! www.joezuccarello.com
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
Thank You
Presented By: Joe
Zuccarello, Pet Industry
Consultant www.joezuccarello.com
joe@joezuccarello.com