Corporate initiatives are constantly challenged by the need to balance strategic imperatives with operational realities. The most effective strategic imperative are those that caters to the customer experience through “Enterprise Agility, Customer Success, Capability Growth, and Cost and Efficiency” as illustrated
in Figure 1.
Figure 1
I. Enterprise Agility |
II. Customer Success |
Faster response to changing
customer (LOB) requirements
& WFSC regulatory requirements
Quicker ability to execute
on new IT innovations
Faster error recovery
Enhanced decision support
|
Focus on optimizing customer-facing
and internal processes Customer segmentation
and trend analyses reports Meeting and exceeding
SLA standards, availability… Employee behavior driven
by customer-centric values
|
III. Capability Growth |
IV. Cost & Efficiency |
Greater employee utilization
Cross-training
Employee empowerment
with increasing role as a
consultant to LOBs Increased evolution as
a learning organization
|
Total Cost of Ownership (TCO)
Cost reduction and
unit profitability Rework reduction
|
Once strategic and operational imperatives have been defined and tested for relevance to the top and bottom line. Organization Adoption (OA) should come-in as the next highest priority.
It is the secret recipe of high performance organizations and the hidden enemy to large and sound business initiatives. OA is a science as much as it is an art of human and system relationship integration. The enterprise’s inability to enlist adoption often deal severe blows to its ability to mobilize initiatives. (Figure 2)
Figure 2:
In an era of ongoing initiatives, Organization Adoption (OA) is the single most variable that is often overlooked, costing America billions of dollars in 2003 alone!
The puzzling questions are many: (instruction effect: overlay the puzzling question over the image)
- What are the ingredients of “success recipe” when deploying new process, applications…
- When is a good time to roll-out an initiative?
- How do I prepare my people while reading their vital signs?
- How I measure people behavior?
- How do I mobilize the initiative while enlisting staff buy-in?
- Why should I consider OA framework?
Learn about our perspective for CRM Initiative Mobilization:
IntelligentCRM -- CRM: Key Imperatives for Success
