Management 2.0

In a nice interview with Gary Hamel, Allan Alter at CIO Insight writes:

The efficiency-focused management model has run its course, says strategist Gary Hamel. To see the future of management, look to the Internet, open source, free markets and democratic institutions.

It’s a good article. Some other interesting snippets:

Has management as we know it reached the end of the road? Strategy expert Gary Hamel thinks so. Yes, traditional management approaches have led us to achieve great things. “If you have a couple of cars in the garage, a television in every room and a digital device in every pocket, you can thank the inventors of modern management,” he writes in his upcoming book The Future of Management (Harvard Business School Press, October 2007; $26.95). But our century-old emphasis on planning, organizing and controlling won’t help companies solve their 21st century problems. In an era marked by global competition and commoditization, adaptability, speed and creativity are essential for survival, says Hamel, whose previous books, “Leading the Revolution” and “Competing for the Future” (with C.K. Prahalad), earned him a reputation as one of the great strategic thinkers of our time. “The old management model is simply not good enough.”

The future management model is taking shape, but some aspects are already evident, Hamel told CIO Insight executive editor Allan Alter. Companies will finally begin to be as open and democratic inside their doors as societies are outside those doors. Go/no-go decisions on projects and investments now made by a handful of executives will be made collectively by hundreds of employees.

Talent will matter far more than titles. And one of the most important catalysts and models for 21st century management will be the Internet.

If you’re a manager today, especially an IT manager, it’s a good article to check out.

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One thought on “Management 2.0

  1. James Edward Hicks III

    Reply

    Vanderbilt Understands Hospital Marketing 2.0

    Who is the marketing guy/gal at Vanderbilt Hospital? She/he is a genius. They know how to turn a negative customer service problem into a new sale. Here’s what happened. I was being treated for sinus problems in the Asthma Sinus and Allergy Clinic. My nurse practitioner decided that I needed a referral to the Gastroenterologist, because some of my sinus problems may be related to my hiatal hernia. This was all very well and good until I needed a referral for my insurance company.

    I was informed by Vanderbilt that I needed to contact my Primary Care Physician to get the referral before my insurance company would allow the visit to the Gastroenterologist. I contacted my PCP and was informed by them that they would need to see the notes from the Asthma Sinus and Allergy Clinic before he would provide a referral.

    This is now getting interesting because I had been working with Vanderbilt’s Asthma Sinus and Allergy Clinic for several months and have asked on at least two occasions that they keep my PCP informed about my condition and progress. This had obviously not been done. So I called back to Vanderbilt’s Asthma Sinus and Allergy Clinic and informed them for the situation. The clerk told me to come in and pick up a copy of my records and deliver them to my PCP. I told her that I wasn’t about to do that and she hung-up on me.

    Knowing that I am the customer and this was a case for a patient advocate, I contacted the patient advocate’s office at Vanderbilt. This is where the sales job came in. The patient advocate was very pleasant and apologized for my trouble and promised to get the problem straitened out in short order. She asked me if my PCP was a Vanderbilt Doctor and I said no. She said, “Well sir you should know that if your PCP was a Vanderbilt doctor this wouldn’t of happened because Vanderbilt doctors have computer access to all the Vanderbilt clinic patient reports”.

    Now she didn’t say you need to change your PCP to a Vanderbilt PCP, she didn’t need to. It was the first thing that crossed my mind. I’m not particularly in love with my current PCP, but I think he’s competent. The only reason I did not consider changing my PCP was because I recently had a bad experience with a Vanderbilt trained doctor at one of their urgent care clinics. Otherwise, I would have taken the very subtle advice the patient advocate offered.

    Now here’s the point of this. Vanderbilt could allow any doctor access to patient electronic records if they chose to, but why should they. By not allowing access to non-Vanderbilt doctors, they are encouraging patients to consolidate their business with Vanderbilt and insuring more referrals to their specialists. This is some of the best marketing tactics I have seen in a long time. My hat is off to these guys. They want customer service complaints because they know how to turn them into new sales.

    by James Edward Hicks III

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