Abstract
The Five-Star Constellation blends capacity analysis with spotting the knowledge stock required to solve today’s and tomorrow’s problems. A knowledge pill is a focused training concept for a very particular set of tasks. It usually comes in two- to three-minute YouTube video clips. This chapter shows how our companies have implemented such concepts. Setting up “knowledge units” is also shown as a way to achieve sustainable efficiency.
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Notes
- 1.
Readers might wonder: “She gazes at the stars and thinks about a gas company?” I know it may not sound very inspiring, but I was obsessed with helping Cristina. And when I am obsessed with something, I am like a machine that does not let up. Until I have an answer, my brain sidelines any other matter.
- 2.
According to the dictionary: Group of stars that, using imaginary lines, forms a picture that evokes a particular figure.
- 3.
Remember what Chap. 2 said. Pills no more than two minutes long and on video.
- 4.
Excuse me if I repeat myself, but this book’s motto—getting it right—is a win-win approach. Nothing gets done without this approach.
- 5.
The saying has it that knowledge takes up no room, but I think it does. Suitable knowledge is needed to solve problems found on the job. Some overlap might be value added when drawing up creative questionnaires. But there is definitely no need for level 5 knowledge of everything. That is really overdoing things.
- 6.
Long-term average.
- 7.
Remember Chap. 3.
- 8.
How to split up the Constellation is a very particular issue for each company and its operations culture. There are no rules for it. The aim is greater agility and efficiency; it is for the board to decide how to apportion responsibility for each of the Constellation’s components.
- 9.
Like it or not, change is currently embedded in our workaday world. Companies are undergoing big and small changes, and being unprepared can be the death of them. And some sectors are feeling it more than others. The hotel business among them.
- 10.
Let us seek alternative learning formats to those established in the last century. Reading is a luxury for some, not for others. In my opinion, it depends greatly on upbringing and what you have seen at home while growing up. But even so, innate behavior and genetics come into play here. Let us accept that and seek other ways to convey knowledge.
- 11.
They will measure:
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1.
Consumption cuts like speed in performing a task, by merely considering the time to complete the task, while keeping up quality (reliability in service delivery). Benchmark—best time in the team.
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Cuts in repetition. Number of times a task needs to be repeated to meet the target time, compared directly to the time taken by a fully trained person.
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1.
- 12.
Yes, I repeat myself. But we have seen that it keeps cropping up.
- 13.
We cannot commit ourselves 100% to demand. Demand can be engaged with in many ways.
- 14.
We must never underestimate measures like this. CEOs are very persuasive. They must be asked for help. Obviously, that means they will be included in proposals made, and understand how important the whole approach is in making things happen.
- 15.
Human beings clearly shun planning. It is hard to commit to the future. It is much easier to live by fits and starts. But fits and starts are very harmful to knowledge. Fits and starts lead to suddenly hiring people without developing in-house people. Remember: NO HIRE, NO FIRE.
- 16.
As they belong to a multinational company, their constant globe-trotting means they need their information as accessible as possible.
- 17.
The Processes Department, reporting to Operations, has a small group trained to that end.
- 18.
Readers may wonder whether it would not be easier for the user to look at the database directly. This is effectively the case if the user fully understands the problem’s cause. If they do not, they need support from Systems and Processes to spot possible solutions.
Bibliography
Muñoz-Seca, B. (2017). How to make things happen. Cham: Palgrave Macmillan.
NASA. (2017). https://nasasearch.nasa.gov/search/images?affiliate=nasa&query=constellation
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Chapter 6: Conceptual Appendix
Chapter 6: Conceptual Appendix
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I.
Innovation matrix
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II.
Knowledge Units
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Muñoz-Seca, B. (2019). The Five-Star Constellation and Knowledge Pills. In: How to Get Things Right. IESE Business Collection. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-14088-5_6
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DOI: https://doi.org/10.1007/978-3-030-14088-5_6
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