"I called to the other men that the sky was clearing, and then a moment later I realized that what I had seen was not a rift in the clouds but the white crest of an enormous wave." - Ernest Shakleton
"It is not necessary to change. Survival is not mandatory." - W. Edwards Deming
COMMON ISSUES/OPPORTUNITIES - BRIDGING THE GAP WITHIN AN ORGANIZATION BETWEEN INTENT AND REALITY BRINGS TREMENDOUS OPPORTUNITY.
"It is not necessary to change. Survival is not mandatory." - W. Edwards Deming
COMMON ISSUES/OPPORTUNITIES - BRIDGING THE GAP WITHIN AN ORGANIZATION BETWEEN INTENT AND REALITY BRINGS TREMENDOUS OPPORTUNITY.
We give a company an honest assessment of the situation within their organization and the decisions that will change the trajectory and performance in acquiring, servicing, growing and retaining their customers.
16 Common Issues Below The Surface:
Organizational Issues
Managerial Issues
Structural Issues
Organizational Issues
- Absence of guiding values and purpose - in action
- Products not positioned to compete based on differentiation and relevancy - the real solution may surprise you
- Hubris from prior successes
- Fear that cripples from within
- Ineffective talent strategies
Managerial Issues
- No empathy or understanding for either customers' and employees' experiences and perspectives
- Lack of competency and development for front line management
- Confusing inconsequential with what is critical for execution - a big miss
- Limited understanding and focus on the overall system (system thinking)
- Obsession with the wrong costs
- Unreliable or invalid reporting and performance metrics with no proper counter measures - results that do not align with purpose or ultimate business outcomes both short term and long term
Structural Issues
- Misaligned compensation and incentives plans that add confusion and conflict to the system
- Wrong people in wrong roles or poorly defined job descriptions resulting in silos, fake work, added costs and a disjointed customer experience
- Organization structures that increase friction resulting in departments that lack trust, commitment and accountability to each other - each group believes they are winning but the company is the actual loser
- Over engineered and poorly defined processes for the people doing the actual work - the difference between behavior control and outcome control
- Poorly defined goals and targets that bring anxiety and apathy to an organization - it is a structural issue first