MCT Beginning

1. The "ideal" leader, among others:

• Shows kindness
• Believes a priori that man is good
• Strives to influence rather than direct
• Dares to surprise
• Explains the how

2. Ways for the leader to fulfill his mission:

• Represent the team in front of top management
• Create conditions in which staff uses their skills
• Encourage the sharing of ideas
• Create conditions in which staff enjoys working
• Explain the why and let the team find the how

3. In the traditional company:

• The commercial sells what we can do
• The function is determined by the job description or title
• The goal (purpose) is to delight the customer in a profitable way
• Information is a source of power
• Power is centralized
• The local manager transmits orders from top to bottom

4. Examples of good practices:

• Powerful unions
• Transparency of information
• Mutual trust and respect
• Small, empowered teams
• Recruitment carried out by the team

5. Tips for retaining your customer:

• Show each customer that they are special
• Be responsive to any complains
• Send frequently customer satisfaction surveys
• Avoid making promises you cannot keep