What should a manager manage?


Managers should not be managers of people, they must manage processes. Managers should be leaders of people not managers of people. Managing people by watching them closely is not typically a very effective method to ensure that work is completed. Micromanagement breeds mistrust between employee and manager. Through managing the quality of the processes the manager is able to increase the likelihood of success of their people.

All work is a process. Even if there doesn’t appear to be a process if the work is to be fully completed there are a series of steps that must be completed. It doesn’t have to be a good process, a repeatable process, or particularly effective but if the work is completed it followed a process. Furthermore, if more multiple people do the same type of work without a clearly defined process it’s likely that there will inconsistent results to their work. A manager owns the overall output of all the work of their employees. If the work is consistently subpar or employees have a difficult time picking up the way to do the work that is expected of them, this is the responsibility of the manager to address. It doesn’t matter how amazing the employees are, they could have been consistently excelling in a previous, if the processes are terrible those employees will not succeed.

Not every type of work can effectively be managed through traditional software. For example, software and technology development in both these are “knowledge” activities that unlikely would benefit from a highly structured process. In these cases there are two things that help manage the process. First creating a regular process of checking in, managing what work the developers should be doing, and working to eliminate roadblocks – in software this is Agile software development. Second you create a standard process to feed in consistent data into the truly creative process and consistent outputs so that the consumers of the work are able to use the output of the creative process effectively in their work.

To manage the processes managers need to equip their employees and themselves with tools to do root cause analysis, conduct structured problem solving, and rigorous process improvement. Managers need to take ownership of the end to end process, the data their employees use to complete their work, and the quality of the results. It is important that this becomes the norm as it will switch blame from people, who generally want to do the right thing, to the process and how work is completed.

This is not to say that whenever people deviate from the agreed upon process that the manager shouldn’t address that or if people still fail to meet expectations while working in the process that they can’t be fired. However, leading employees to identify broken processes, supporting them in fixing them, and providing tools to do so becomes the role of the manager rather than micromanaging their employees.

One thought on “What should a manager manage?

  1. Pingback: I’m surrounded by @ssh*les! | Science, Technology, + Culture

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