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Claus MollerRise to fameOur last Guru is unusual in that he is European and relatively young, in his late forties. Claus Moller, the 'Victor Borge of Business', is a Danish business economist who was educated in Copenhagen. His company (Time Manager International) was founded in 1975. Over the following ten years TMI developed its own Time Management Course - which utilises the Time Manager Results Tool. The company also runs other management courses, and 'Putting People First' Programmes. In the mid 1980s, these PPF Programmes were run for several airlines. In co-operation with JALCOS, a subsidiary of Japan Airlines, TMI adapted the Programme for the Japanese culture. Since 1984 the Company has been providing management training in the Soviet Union as a contribution to Perestroika and the modernisation of the Soviet economy.During 1987 Claus Moller's company won the public tender, in competition with 48 other companies, for the second phase of modernisation for some 16,000 people within the EEC. His programme 'Management for Everyone' was designed to lead all staff towards greater job satisfaction and team identity. It involved improving work organisation and interpersonal relations for Commission workers in Brussels and Luxembourg, including the reduction of bureaucracy and the improvement of productivity. In late 1987 the BBC made a programme about Claus Moller, as part of the 'Business Matters' series which was broadcast in April 1988 and is available as a BBC training video. TMI has more recently become involved with Quality Management, and Claus Moller's book, Personal Quality, was published in 1988. Moller's messageBy the late 1970s, 30 years of statistical quality control and a variety of mottoes had combined to significantly improve the quality of the product and the production process. The emphasis on customer requirements was increasing, as a mutual progression and, so, in the early 1980s, a serious interest in quality of services and human relationships started to develop. Through his experiences Moller became convinced that the administrative process rather than the production process, offered more opportunity for overall productivity gains. The ideal performance level is the individual's personal quality goal, and is a value influenced by experiences in the formative years. Therefore the IP level will fluctuate in the early years and stabilise as adulthood is reached, to be influenced only by strong emotional experiences. The IP level has a decisive effect on the individual's development and future opportunities. Actual performance (AP) level is influenced by the individual's self-esteem, the 'OK-feeling' experienced with the AP level matching the IP level. The AP level is influenced by recognition or reprimands, understanding the goals and 'knowing why' a specific task is to be performed. Several other factors influence the AP level - success or failure, the environment, experience and skills, the nature of the task, the time available, others' AP levels, and the individual's IP level. Moller presents twelve Golden Rules to help improve the AP level. These are:
In his book, Moller also recommends ways to raise the IP level of young people, and discuss the links of Personal Quality to Departmental, Product, Service and Company Quality. Concerning Company Quality, he identifies 17 hallmarks of a quality company. These are:
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In order to improve
service to the customer, Moller believes that the people who produce the goods
must be inspired to do their best, and that huge cultural adjustment is required
by all. Moller believes this will only be mastered by improving the personal development
of the individual. This will lead to increased competence in the three vital areas
of Productivity, Relations and Quality. TMI sees these three areas as 'evergreens',
not fads, but intrinsic to all people's lives and so closely interwoven that they
presuppose each other.