Bruno

Discussion ¬

1. 
   Peter Rogan

   October 8, 2018 at 3:04 pm | #

   Bruno has discovered MBWA — Management By Wandering Around. There is no substitute for being on the front lines and seeing how things get done there — according to protocol or according to whatever works. Most of the time, it’s a hybrid, and how you deal with that speaks volumes to your ability to function at all, let alone manage.

   Robert Townsend, the man who saved Avis Rent-A-Car, employed this technique with a vengeance. He made it a requirement for every senior manager to spend at least a day at the rental counter to see what sort of horrorshow their policies were producing. The head of personnel reportedly fled in terror to the back office at the approach of his first real customer. You can’t buy that sort of education anywhere. I don’t care whose money you use.