Frameworks
The frameworks, published.
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The methods behind Manager Fundamentals and the operations practice, written up in full. Use them with your own team without hiring anyone. If they help, that's the point.
For managers
From Manager Fundamentals.
Management
Keep The SCORE. Earn The TRUST. Keep The SCORE, Earn The TRUST is a framework that splits a manager’s job into two halves. SCORE (Standards, Capacity, Outcomes, Resources, Execution) is management: making sure the right work gets done. TRUST (Trajectory, Reason, Understanding, Support, Tone) is leadership: making sure people want to do it.
Management
What You Own Now What You Own Now is a framework for new managers that names the four things they’re now responsible for: the work (team output and metrics), the people (growth, performance, morale and retention), the process (how work moves and where it gets stuck) and the reporting (translating the team’s work upward).
Hiring
The Role Doc The Role Doc is a ten-part job description that captures the real job, not just the posting. It covers the title, the role in one sentence, a summary, the day-to-day, core responsibilities, metrics and benchmarks, what the role owns and doesn’t own, required versus preferred skills, the ramp, and the role’s impact.
For operations
Diagnostics you can run this week.
Diagnostic
The Two-Person Dependency Test If two specific people were unreachable for a week, what stops? A twenty-minute test that finds the real risk register of your operation.
Diagnostic
The Six Questions That Find Churn Six questions that reconstruct why customers left, using information you already have, so the next departure gets caught earlier.