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Institute of Management Services Managementachieving Excellence Through People and Productivity Services Journal of the Institute of Management Services ManagementAchieving excellence through people and productivity Services Facing the challenge with performance support Winter 2012 Volume 56 Number 4 ISSN: 0 307 6768 CONTACTS Autumn 2012 Volume 56 No 3 ISSN 0 307 6768 Management Services 27 Castle Street, Canterbury, Kent CT1 2PX Editorial Telephone +44 (0)1795 542429 The Institute of Management Services is the primary body in the UK Facsimile +44 (0)1795 535469 concerned with the promotion, practice and development of the range Email [email protected] Editorial deadline for the Winter 2012 issue is 7th of methodologies and techniques for the improvement of productivity November. Publication date is 11th December and quality, known collectively as ‘Management Services’. This embraces the disciplines of industrial engineering, work study, organisation and Advertising methods, systems analysis, and a wide range of management information Rob Aspin and control techniques as illustrated in our Body of Knowledge. Telephone +44 (0)1795 542413 Fax +44 (0)1795 535469 The Institute acts as the qualifying body for the Management Services Email [email protected] profession in the UK, focusing developments in practice and knowledge Media Committee and acting as a forum for information exchange. This in turn enables our David Blanchflower, Julian Cutler, Mel Armstrong members who work under a variety of job titles across the whole of the UK economy, to make a more effective contribution to the well-being of Editor their own organisation and to the nation’s economy as a whole. Rachel Kelly In addition to creating and upholding professional standards for the Designer Kate Hayward practice of management services through the adoption of a code of ethics and the provision of a system of qualifying examinations, the Institute Published by of Management Services collaborates with national and international The Deeson Group Ltd on behalf of professional bodies in similar fields. The Institute of Management Services The Institute is a member of, or represented on, a number of other Printed by bodies including the World Confederation of Productivity Science, the Bishops Printers European Federation of Productivity Services, and the European Institute of Industrial Engineers. Institute of Management Services Brooke House 24 Dam Street Lichfield Staffs WS13 6AA Telephone: +44 (0)1543 266909 Fax: +44 (0)1543 257848 Email: [email protected] The Deeson Group employ a positive paper recycling policy, soft IMS website: www.ims-productivity.com proofing system and, where possible, uses paper manufactured from woodpulp sourced from sustainable forests and Elemental Chlorine Free pulp bleached papers. © Copyright The Institute of Management Services 2012 Unless otherwise indicated, views expressed are those of the editorial staff, contributors and correspondents. They are not Notice to Advertisers necessarily the views of the Institute of Management Services, It is a condition of acceptance of advertisement orders that the publishers, Deeson Group Ltd, does not guarantee the insertion of a particular advertisement on a specified date, or at all, although its officers, or Council of Management. The publication of an every effort will be made to meet the wishes of advertisers; further the company does not accept advertisement or editorial does not imply that a product or liability for any loss or damage caused by any error or inaccuracy in the printing or non-appearance service is recommended or endorsed by the Institute. Material of any advertisement, or if we decide to edit or delete any objectionable wording, or reject any may only be reproduced in any form by prior arrangement and advertisement. Although every advertisement is carefully checked, occasionally mistakes do occur. with due acknowledgement to Management Services. We therefore ask advertisers to assist us by checking their advertisements carefully and advise us by the deadline given should an error occur. We regret that we cannot accept responsibility for more than ONE INCORRECT insertion and that no republication or discount will be granted in the case of typographical or minor changes that do not affect the value of the advertisement. Write for your journal If you want to try your hand at writing a feature for Management Services, please submit an abstract (around 200 words) explaining what your feature is about, with intended word count. (Features should be between 1000 and 2500 words, although exceptions can be made.) Send your abstract to Mel Armstrong, Editor, Management Services, 27 Castle Street, Canterbury, Kent, CT1 2PX or email [email protected]. We also want your news and points of view about what appears in this journal. Something you disagree with? Tell us about it. CONTENTS In this issue of Management Services… Cover Story In an overview of the London Global Convention 2012, Professor Colin Coulson-Thomas describes how performance support approaches, tools and techniques can address governance and sustainability challenges. Institute news 4 Food for thought? 26 Why recent figures on the food Applying lean manufacturing in a and drink industry make interesting developing economy 11 reading… A case example by John Heap Selling yourself magically 28 Celebrating a legacy 14 Persuasion strategies for personal and Dr Andrew Muir reports on the launch organisational change. By Philip E of the Adam Smith Global Foundation Atkinson The hidden cost of sick leave 17 The folly of stretch goals 34 Employees in the UK can save up By Daniel Markovitz holiday entitlement whilst on sick 14 leave, explains Madeleine Thomson Understanding and reducing leadership waste 36 Book reviews 19 Efficient working that focuses on Who’s who in the IMS 20 effective processes is key to waste Introducing Malcolm Towle elimination, says Mike Keen Improving productivity with clean Facing the challenge 40 language 22 Professor Colin Coulson-Thomas gives Lynne Cooper presents an approach an overview of the London Global that is transforming business Convention 2012 organisations Auditing strategic business management 44 Why and how? By Mike Sweeney and 26 Bob Lillis Management Services 4 Winter 2012 Chairman’s Column Institute News A day in the life pleasing to see such a healthy Richard Taylor (Scott Grant) and number of specific items of attendance, including our Eugene Chinal (Harry Mitchell note: first female member in a very College) – which I found both l The Institute has been invited long time, as well as two of encouraging and reassuring. My to host a joint conference the Institute’s main education thanks for that, gentlemen. with Cranfield University on In this column, I thought I providers. continuous improvement and would outline a day in the life The meeting went well Council meeting 6Sigma. Discussions are taking of the Institute Chairman. Not a and there was a general The AGM concluded at place with Dr Bob Lillis at typical day, granted, but Friday endorsement of the direction 11.15am, and was immediately Cranfield on the exact format 19 October – the date of the in which the Institute is going. followed by a meeting of for the event. I shall keep you Institute’s AGM. There were no Council members Council (details of the new advised of progress. On Thursday 18 October, up for re-election and I had only Council are listed on the l JAFCON ( a management at 7pm, I met with Institute one resignation to announce, opposite page). Before giving consultancy in Bahrain) have Treasurer, David Blanchflower. that of Harry Downes. This a short briefing, I would like to recently appointed a new We discussed a range of gave me an opportunity to thank my colleagues on Council business development director financial issues, including record my thanks to Harry for for re-electing me as Chairman. whose principal remit is to several specific items relating his contribution to the Institute I shall endeavour to justify their review opportunities in the to the Institute’s investments and to formally welcome his faith in me to take the Institute training field. They have and strategic initiatives. Our replacement, Malcolm Towle. forward. indicated that this new director meeting lasted a couple of The Institute’s Annual Report One of my first duties will be in touch with the hours, concluding just before and Accounts were accepted – as Chairman, a particularly Institute to explore possible 9pm. thanks to David Blanchflower pleasant one, was to formally areas of cooperation. (Myself The next day at 9am, for all his hard work. Having welcome Malcolm Towle to and David Blanchflower met I met with the Institute’s been Treasurer myself for a Council. Malcolm is currently with the managing director administration manager, number of years, I appreciate Chairman of the East Midlands and a senior consultant of Lynette Gill, to go through the amount of work that needs Region Board (see page 20) and JAFCON some time ago.) It will a number of domestic/ to be done to keep the Institute I’m sure his skills and experience be interesting to see how this operational issues and to sign on an even keel financially. Well will add significant value to develops. off several documents for our done David. the management team. I look l A new membership database auditors and Company House. There were, of course, many forward to working with him has been set up at Brooke We also prepared for the AGM, comments and suggestions over the next few years. House to replace the old the Council of Management made during the meeting, There was a packed agenda one, which was becoming meeting and a meeting of the but all were constructive and for this first Council meeting too problematic and costly to regional Chairs. helpful. Indeed, there were a and in addition to the normal maintain. The new database is At 10.30am, I chaired my first number of suggestions made items of finance, education, operating well but there are AGM of the Institute.
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