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Who Am I?Owner/CEO of documentation services company Company just celebrated 9th anniversary STC Region 8 Director-Sponsor Instructor at UCR, UCSD6,(6,(6 Just Like Any Other UserManagement has its own language and jargon. This jargon, used correctly and appropriately, can establish and maintain credibilityTangible vs. Intangible AssetsCompanies have a variety of assets: Tangible assets are furniture, inventory, real estate, etc. Intangible assets are intellectual property, customer goodwill, etc. Intangible assets have a measurable financial worth@$4$"Internal vs. External CustomersLExternal customers read our manuals Internal customers Sign our paychecks Help or hinder our information acquisition Eat lunch with us Support our initiatives or not&8o8oProduct Development}Needs: Product ship on time Product be high quality Product be on budget Keywords: Ship date Zero-defect TQM, ISO9000, 6SigmaLB +B + Customer ServiceNeeds: Reduce callbacks Reduce the amount of time on each call Happy customers Keywords: First-call stats Time on call Customer goodwillLH 0H 0  Marketing\Needs: Market reputation Good product reviews Market data Keywords: Buzz Benefits SatisfiersL3 3  C-Level ManagementNeeds: Strong financials and market offering Effective short, medium, and long-term plan Keywords Shareholder value Business caseLR R   Finance{Needs: Justify every cost in terms of revenue Concrete numbers based on facts Keywords ROI Cost Avoidance Cost of Goods G&ALG %G %  Recommended ReadingCrossing the Chasm & Inside the Tornado, Geoffrey Moore The Goal, Eliyahu Goldratt Business @ the Speed of Stupid, Dan Burke What Your CEO Wants You to Know, Ram Charon All books listed are available at: www.manuallabour.com/symposia Further questions: bgraham@manuallabour.comx z/T.  ` ` ̙33` 333MMM` ff3333f` f` f` 3>?" dd@,|?" dd@  " @ ` n?" dd@   @@``PR    @ ` ` p>> d\ (   |  FA" BKHNDfullC"   6~p "P p T Click to edit Master title style! !$  0p " p RClick to edit Master text styles Second level Third level Fourth level Fifth level!     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