Occasional thoughts on business process management, eprocurement, customer service, the dark art of sales and the creatures that inhabit these worlds.

Monday, July 17, 2006

Does your company listen to you?

It is a rare beast indeed that empowers people throughout an organisation to truly initiate changes to "business as usual" in the pursuit of efficiency and productivity. Many talk the talk but how many really walk the walk?

The impetus for significant change struggles to bubble up from within. It depends on senior management for the oxygen and nutrients necessary to survive. This is the reality of the business world we live in and good sales people cut to the chase in their qualification very quickly - am I dealing with a decision maker and is there a budget for this project - if the answer is not "yes" to both of these questions then they know there is a challenge to success lying ahead.

This pragmatism relates directly to the issue of process change and change management within an organisation. No matter how well intentioned and passionate a middle manager may be about their visions for efficiency gains and improvement - if there isn't a senior manager sponsor on board (and at least a little bit of budget) it is going to go nowhere. The passion and vigour will be beaten out of the provocateur and over time they will fade to beige.

So how do you get a senior manager sponsor? You need to ensure that you are focusing on what keeps them up at night - and remember, what keeps you awake at night may not be the same thing so you may need to extrapolate your tactical worry up to their strategic worry. You will most likely need to put a business case in place. You might need to build a return on investment model.

If these are new concepts to you then you probably need a coach or mentor to help you through the journey. Beware however of the coach dogmatically telling you what to actually change, only you have the intimate exposure to what the problem is, however a coach can provide great thought processes, strategies, comparisons and ideas to look for innovative ways of attacking things.

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