Hello All
Here is an item you may also find fascinating. * It's about
'reorganising your business around your customers'. Something which the
interviewee claims most businesses don't have any real notion of how to do.
And that doing this more effectively is vital to the future of the
company. It's not an option.
The point is made that in order to have an effective and respectful
relationship with customers there has to be a different way of
interacting between people within the company, particularly across 'silos.'
I remember well Chris Schoch - an American in Paris -- reporting at the
1998 OSonOS in Monterey in California on a thousand person Open Space
that he had helped set up for a large electronics company. This was to
enable the company to project what the next few years may hold for them.
Included in the invitees were their major customers.
Chris told me later that the project had come to naught as once the
champion behind the OS enterprise retired the silos were quickly
re-erected by middle and lower level managers. Is this right Chris? If
you are still 'about.'
We have a process which is tailor made to assist people to experience
what different ways of connecting across sectors feels like. And to
pose the question, 'Is there any way apart from OST which could enable
us to achieve the cultural transformation critical to achieve this?'
Are there stories of this happening?
* It's a BBC World Service program, available as a podcast.
Latest episode on BBC iPlayer
/Global/ /Business/
Customer Service
<http://search.bbc.co.uk/click/p/1/ds/pkg_tvradio/t/Global%2520Business/id/17231391329110127105401723991149000/sp/ba63f2f6204199b5a8d53fd0d08ea011/-/http%253a%252f%252fwww%252ebbc%252eco%252euk%252fiplayer%252fepisode%252fp006xzwy%252fGlobal%255fBusiness%255fCustomer%255fService%252f>
This week Peter Day finds out how /businesses/ can grow by looking to
their customers more.
BBC World Service, broadcast on 6 Apr 2010
What you may wish to do is listen to the first and last 5 minutes to
check if this could be worth taking further.
http://search.bbc.co.uk/search?go=homepage&scope=all&q=global+business&Search=Search
<http://search.bbc.co.uk/search?go=homepage&scope=all&q=global+business&Search=Search>
Go well
Alan
Hong Kong
*
*
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