The New Moment Of Truth. This is not the usual definition of where your Brand intersects with the Customer. This is where your company’s activities intersect with your results. You look at your sales, profit, market-share and customer satisfaction scores. Are you looking at how those numbers are achieved?
Each system and process is designed to a particular result depending on how well it is used. In times of high change it is much easier to work on the systems you have rather than create and educate your system on new ones. It’s time for some diagnostic work.
1. Make a simple list of your key metrics. Call out the systems or processes that feed into each metric.
2. Look at your most critical metric first and detail the people who drive the processes. Pull them together and ask a simple question. “What do we have to do differently for this process to generate different results?”
3. Engage your people to find the gap, the missing piece, the wasted effort and they will own the results. And you will get the returns the process is designed to deliver.
4. Take work-out of your processes so you don't pile on more work while you have the right business-driving process.
Larry Bossidy, former CEO of Allied Signal, learned about productivity. “So it was a shock when I got to Allied Signal. I wasn't prepared for the malaise I found. The company had lots bright people, but they weren't effective, and they didn't place a premium on getting things done.” When a company’s systems and processes are working well, stellar business results can be achieved.
At Airlift Ideas, we are experts at diagnosing systems, processes, the results they produce, and the people involved. We help teams achieve greatness through their brand story and improved process efforts.
Contact us to help you today. firstname.lastname@example.org