Index 231
business plan 66, 72, 73
financial 141
rules 89, 105–6, 169
ruthlessness 10–11, 17, 22, 39,
179–80, 192
salaries see pay
sales
break-even point 142
business plan 68
consultants 131
costs 73
Internet 70
short-term loss 159
sources of funding 144
targets 74
sales staff 55, 56, 69–70, 112–14,
118
scale 141, 145
search engines 57, 69, 147
secretaries 170
security of software 102
selection days 86
self-respect 10
selling points 152
setting an example 4, 33, 181, 192
sexual harassment 27, 201,
205–7
skills 85–6, 125, 135, 185
social events 88, 172
software 99–104, 139
failure of projects 100–1, 117
managers’ roles 102–4, 117–18
restructuring 101
security 102
time and cost estimation
99–100, 117
spreadsheets 124–5
staff 3–28
accountability 42
allocation of 19–20, 28, 190
communication with 6–8, 34–5
consultants 95, 107–12, 118,
130–1
cost savings 62
creative types 93–4, 104–7,
118, 208
customer service 83–4
departmental relationships
169–70, 173
diversity 185
dos and don’ts of managing
20–7
exit interviews 194
front-line 159
fundamental management
principles 3–4
IT staff 98–104, 117
key staff 14–16, 28, 182, 208
lawyers 93, 96–8, 117, 167
low value/high maintenance
staff 16–17
manipulation of 4–6
Pareto’s law 157, 182
pay and promotion 84
post-termination actions 13–14
problems coping with work
209–10
recruitment 27, 84–6, 177
retention 87
sales staff 55, 56, 69–70,
112–14, 118
staff development 17–20
strengths 182
support staff 115–16, 118, 127,
170
tensions between 215
termination of employment
11–13
underperforming staff 8–11,
22, 28, 180, 200, 213
unreasonable demands from
customers 208–9
see also teams
stakeholders 52–3
standards 89, 192
stereotypes 96
‘straight bat’ approach 178
Z01_PEEL3231_03_SE_EM.indd 231 20/09/2010 14:43
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