We want to help to improve the quality of the working lives of the millions of people, all over the globe, who work in the back offices of service operations. These people make up the bulk of the modern workforce, helping us to get a mortgage, or claim on our insurance, or helping us to have our taxes assessed accurately or our benefits paid appropriately.
Team leaders represent the layer of managers who have the greatest direct impact over the quality of the working lives of these unsung heroes and they therefore also have a profound influence over the ability of the companies they work for to exist, survive and thrive.
We want to help these team leaders to help the people in their teams to be the best they can be: to help them find pride and passion in their work; help them to feel in control – not buffeted from one crisis to another, constantly putting out other people’s fires; and help them to know they are a core part of the success of their operation.
We want to achieve this by encouraging a culture of Active Management, where everyone feels trusted, empowered and engaged. Where people look forward and plan how to succeed, not look backwards to find who to blame. Where people take ownership of problems and look creatively for solutions, and where people feel that although they might be working for a big organisation they are also, to a large extent, actually working for themselves.
We believe the way to achieve this culture is to draw upon the very best of modern management theory to create a shared method for collectively planning work and managing performance.