It never seems to surprise me that people think service is complex, it has become complex because of the reason’s mentioned in the following question raised by the moderator Jim Bowie.
I think people are partially worried about the following points raised by Jim, although I suspect a bit more around a different theme.
- I’d never considered nor met an executive that expressed this type of concern.
- Perhaps a regional dilemma?
- There certainly are managers who would be unlikely to promote this idea, if they didn’t think of it themselves.
- The manager would not want to pay someone or promote the person who came up with an idea on their own.
- Perhaps the manager couldn’t explain the value and benefits themselves, so they introduce barriers to communication or block their own employee?
- This could be regional… in my part of the world, this is happening regardless.
- The number of jobs sent offshore.
- The “fewer resource model” is in the works, regardless.
- I’d preserve my position by being the smart one to find these opportunities.
- Of course, this fear is normal.
- I would worry, to change this around, I’d want to be the fantastic person who brought the opportunity forward.
- Then, I’d want to be part of the solution…doing something fantastic to contribute to fixing the problem.
Set yourself up for success.
- Surround yourself with a bunch of lean six sigma’s and be the one to make the difference in your organization.
Why did I take this conversation or discussion offline?
- To avoid hijacking the conversation.
Service complexity; Fact or Fiction?
The only capabilities you need to overcome
- Business Management Systems
- 9 principles of management systems