Liderazgo al mas alto nivel.doc

LIDERAZGO AL MÁS MÁS ALT ALTO NIVEL Cómo crear y dirigir organizaciones de a!o desem"e#o

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Resumen Resumen elaborado del libro LIDERAZGO AL ALTO MÁS ALTO NIVEL por Ken Blanchard

INTROD$CCI%N

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Definimos el liderazgo al más alto nivel como el proceso de lograr resultados valiosos a la vez que se actúa con respeto, cuidado y justicia, para bien de todos los interesados. (Pág. XIX)

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SECCI%N I &i'e s( mirada en e o)'e!i*o y a *isión adec(ados CA+,T$LO .Es s( organización de a!o desem"e#o/ Si no se le apunta siempre a la excelencia, nunca se tendrá la oportunidad de alcanzarla. (Pág. 3)

E "ro*eedor eegido Ser el proveedor elegido es un desafío cada vez mayor. mayor. a competencia se !ace cada vez más intensa intensa a medida medida "ue surgen surgen de manera manera inesper inesperada ada nuevos compet competido idores res.. os clientes son más e#igentes y tienen a su disposici$n muc!as más opciones.

 Si no se cuidan los clientes, otros lo harán. Para mantener a los clientes% no &asta con satisfacerlos' es necesario crear clientes incondicionales. (Pág. *) os cliente clientess incondi incondicio cional nales es son creados creados por las empres empresas as cuyo cuyo servic servicio io so&rep so&repasa asa considera&lemente al de la competencia e incluso e#cede las e#pectativas del cliente. +ales +ales empresas tienen por rutina !acer lo inesperado. (Pág. ,)

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Ser el empleador es un desafío similar. similar. -on la gran demanda e#istente e#istente de tra&aadore tra&aadoress competentes y con &astante movilidad% los empleadores de&en !allar maneras de atraer y conservar a sus meores cola&oradores. (Pág. /)

 Los colaboradores que son tratados mal  tienden a trasladar esa actitud a los clientes. 0tra raz$n por la cual !oy los cola&oradore cola&oradoress son tan importantes importantes es "ue actualmente actualmente las organizaciones se eval1an por la rapidez con la cual responden a las necesidades y los  pro&lemas de los clientes. Decir2 +engo "ue !a&lar con mi efe ya no soluciona nada.  nadie le importa "ui4n es el efe. efe . as 1nicas personas "ue importan a los clientes son a"u4llas a"u4ll as "ue contes contestan tan el tel4f tel4fono% ono% saludan% toman nota de su pedido% !acen la entre entrega ga o responden a sus "ueas. os clientes "uieren el meor servicio y lo "uieren pronto. (Pág. 5)  Las organizaciones de alto desempeño  son empresas que, a lo largo largo del tiempo, continúan produciendo resultados extraordinarios, extraordinarios, con el más alto nivel  de satisfaccin !umana y de compromiso con el "xito. (Pág. 67)

In0ormación com"ar!ida y Com(nicación a)ier!a 8n las organizaciones de alto desempe9o% la informaci$n necesaria para tomar decisiones  &ien fundadas está a disposici$n de las personas y se comunica a&iertamente. a comunicaci$n comunicaci$n a&ierta a&ierta es el alma de la organizaci$n organizaci$n.. 8stimular 8stimular el diálogo diálogo reduce el  peligro de la territorialidad y mantiene a la organizaci$n sana% ágil% fle#i&le y fluida.

Visión con*incen!e :na visi$n convincente es el sello distintivo de una organizaci$n de alto desempe9o. (Pág. 63)

A"rendiza'e con!in(o

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Concen!ración incesan!e en os res(!ados con os cien!es as organizaciones de alto desempe9o entienden "ui4nes son sus clientes y miden sus resultados en concordancia. (Pág. 6;)

Sis!emas y es!r(c!(ras 1(e in0(nden energ2a 8n las organizaciones de alto desempe9o% los sistemas% las estructuras% los procesos y las  prácticas están alineados% en apoyo de la visi$n% la direcci$n estrat4gica y las metas de la organizaci$n.

+oder com"ar!ido y a!a "ar!ici"ación 8n las organizaciones de alto desempe9o% el poder y la toma de decisiones se comparten y están distri&uidos en toda la organizaci$n' no se guardan en la la cima de la erar"uía. a  participaci$n% la cola&oraci$n y el tra&ao en e"uipo constituyen la forma de vida. (Pág. 6,)

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CA+,T$LO 3 E "oder de a *isión La im"or!ancia de a *isión