The danger of holding out for perfect optimisation
The best thing you can do for your company in preparation of 2015
Have you ever witnessed the process of removing a more than 20 year old palm tree? It is an impressive undertaking! This morning as I was driving to a client, I passed a garden where three guys were trying to chop up a recently removed palm tree’s trunk with a diameter of more than a meter, but with shovels. It was not surprising to me that on my way back, much later the same day, I found them still at it. My logic screamed that this was a job better suited for a chain saw, but here three people were struggling (inefficiently and ineffectively) with the tools they had available to them. We see this way too often in businesses! Sometimes it is not only the availability of the right tool that is the problem, but the fact that we have neglected to train the user properly in the effective application of their tools, equipment and / or software.
Ensuring your Business Process Improvement success
The most appropriate tool
Increasingly challenging market circumstances are forcing more and more businesses to either adapt or become extinct. Whether you have chosen to pursue Business Process Improvement, Business Process Re-engineering, Continuous Improvement, automation (or whatever label you prefer) to ensure your long term sustainability, they all have one critical success factor in common: change.
There are many books that have been written on the topic of change management. It can be considered a field of speciality on its own. The problem is that the frequency of change that is required in organizations today, no longer leaves you with a single defined change management project. The successful organizations of the future are developing cultures wherein their employees are able to deal with continuous change – effectively and permanently. In fact this is not much different than expecting them to be able to cope with life. What we need to start doing, as organizations of the future, is to teach people the life skill of coping better with change.
Too often we find that someone was appointed in a specific position, shown how the system works and then left to their own accord – that is it. Then, later when things go wrong, other people in the organization are very surprised to learn that this individual gave poor customer service or does not know the first thing about the email program that they must use etc. This oversight is often highlighted during our customer service excellence programs. When we ask our client’s employees what they do when faced with someone screaming at them over the phone and the majority of them honestly answer that they just throw the phone down in their customer’s ear, it is clear that deficiencies exist. Are you shocked? Horrified? Or can you honestly say that all of your staff is very clear on how to deal with these situations? Not only when a customer loses their cool with them, but also when a supplier or their colleagues lose their cool?