Archive for the ‘Other’ Category
“but we are different”
I met with a company that was having severe operating problems. They were experiencing increasing order backlogs; excess component inventories; high expedite cost of out-of-stock components; and very poor communication between internal departments. When I explored their processes and asked a few questions about why they did not do things differently in a particular area, they answered “but we are different”.
I use to discount that response, “but we are different”, because I knew that they were not different when looking at the “required” activities needed to correct their situation. However, after many years of working on many different operating and performance challenges for organization, I have come to the conclusion that they probably are different, but how?
Like people, organizations are like “snowflakes”, no two are exactly the same. Even identical twins are not identical in every way say clinicians. Why would an organization be treated as if it were the same as another?
Have you ever seen two organizations with the same exact cultures? Cultures evolve over time based on leadership influences, operating practices, environmental factors, and results (positive or negative).
Have you ever see two organizations with the same exact operating processes? Operating characteristics are created from external influences and proprietary methods and practices that have proven to generate the results required by the organization.
Have you seen any two organizations treat their customers in exactly the same way? Customer relationship management is not a computer system, but a reflection of the respect that the organization has for their customers, and the customers respect they have for the organization and its products or services.
So what is the significance of knowing that no two organizations may be the same? It is important NOT to prematurely classify a company or its workforce as having the same issues or initiatives as others that may be in their same market, industry or organization type. This means internally and externally to the enterprise.
If you’re a CEO, don’t make the mistake of trying to clone your new assignment into an exact copy of your previous assignment, no matter how successful you were. You have a new environment that may need changing, but your success will depend on how you integrate new activities with the existing operation and culture. It all takes time and patience.
If you’re a sales person, you better do your homework on the prospect and not assume they are like your last sale, they are not. Your techniques may be the same, but their need for your product or service will probably be for different reasons than you last client. Get to know them, understand them and serve them—then you will have a loyal customer.
If you’re a vendor or supplier, don’t assume that your customers require the same type of service. They may require the same level of service, but delivered in different ways. Your objective it so know them well enough and to care enough about them to meet their requirements for uniqueness.
No matter what your connection is to an organization, do not overlook the importance of having a trusted relationship with that organization. It is this trusted relationship that will make that connection between the organization and yourself a more successful one.
The 12 Steps of effective businesspeople
- Do your work before you play.
- Always do more than others expect of you.
- Never quit trying to become better at something.
- Be willing to do the things you don’t like to do in order to achieve what you want.
- Be willing to accept failure and disappointment as a part of learning.
- Recognize that there is no easy or quick way to gain experience.
- Take time to appreciate the things you usually take for granted.
- Be honest in everything you do and honor your word when you make a promise to do something, EVEN if it is inconvenient.
- Respect the feelings and property of others.
- Have a desire and take action to help others.
- Never stop learning.
- Recognize that situations in life are never as bad or as good as they may seem and that you are never alone.
A New Organizational Model
There is a new model that organizations need to consider in order to function successfully for the future; The model is summed up in two words- “Relationships” and “Collaboration”.
Relationships are key for your success, whether a supply chain or wholesale, retail or services organization. The “relationship” you have with the stakeholders of your organization will determine the difference between success, mediocrity or failure. Your stakeholders are your customers, employees,vendor/suppliers, support resources (accountants, lawyers, consultants, banker) and owners.
The three “C’s” of collaboration are Cooperation, Communication and Commitment. Cooperation is the willingness to work closely with others to the benefit of both you and them. Communication is the willingness to share sensitive information needed to streamline both organizations to increase effectiveness. Commitment to the stakeholders means that you genuinely want your supporters to be successful and you are willing to do your part to make it happen. They may be vendors/suppliers, they may be your banker, they may be a competitor if you or they need assistance and one of you can help.
The new organizational model requires a focus on lasting relationships, cooperation, communication and a commitment to their stakeholders. I call that new organizational model, the start of becoming a “Collaborative Enterprise”. More to follow on that topic.