Welcome to Food for Thought. This is a Public Group owned by "its Doozie" where anyone can View and Post content associated with this Group, and of course engage in discussions etc.,
The purpose of this Group is to present thought provoking ideas, beliefs, and experiences about a range of business and workplace related topics. Here is one 'food for thought', "before we look to improve something maybe we should first ask why are we even doing it, or why are we doing it this way"?
Many management meetings (within the workplace) rarely ever make things visible on the table’, other than a cup of coffee! So, how are decisions made if data and information is not made visible?
Such lack of visibility is often the reason why many management meetings fail to produce any value other than just small talk and/or textbook talk! So, with this in mind what do these meetings actually produce? Well, we can be sure that they are likely to produce:
Inaccurate communication which can ruin good plans.
Siloed solutions which can introduce inefficiencies and conflicting goals.
Repeated start overs without realising what already exists, thus creating unnecessary duplication.
I am not sure whether some organisations fully understand the importance of good communication, and the consequences of poor communication. When we question poor performance people are often the underlying cause, "people make things happen, or not!"
Typically, the reason why people under-perform has nothing to do with their ability, or the lack of desire to perform, it is because of poor communication. In almost every case we design top-down and implement bottom-up, and the key ingredient to realising expectation is down to the quality of communication.
When I hear people say it is difficult to find the time, I don’t always buy into that, generally the truth is we don’t know how to communicate. There are many ways to communicate, one method is by making things visible. Unfortunately, some organisations lack such visibility.
Firstly, what is a Moment of Truth? Well simply put, the ITIL® 4 textbook defines this as a "key touchpoint or service interaction between the service provider and consumer, and where the consumer forms or changes their impression of any aspect of the service experience, service organisation, products, and/or services”. For clarification, "changing their impression" can mean from positive to negative or visa versa.
Wow, this seems significant, i.e., from the consumer's perspective it sounds like all the great work in parts of the journey could be undone in a flash by other parts of the same journey.