The Efficient Organization
What Do You Know?
you think you know all you need to know to conduct a successful
business? If you said, "yes," then you probably know what your customers
think about your business. If you said, "no," then you need to find out
what your customers are thinking. Organizations that fail to hear the
voice of their customers are in a "knowledge disconnect" and this can
seriously hurt their bottom line.
is the customer always right? Yes, but to a degree. Let's face it:
Sometimes customers can be off the mark with their complaints, but
organizations and leaders owe it to themselves to investigate the
validity of every customer complaint and respond appropriately. If the
complaint directly relates to poor products and services, you'd better
listen and act on that complaint because you're in business to serve
your customer. However, you also need to balance the need to respond to
every customer complaint with the need to improve your relationship with
your best customers, instead of focusing on responding to the needs of
your worst customers. The loudest voices aren't always the most
representative of your products and services.
Godin says that "letting your customers set your standards is a
dangerous game, because the race to the bottom is pretty easy to win."
Listening to the voice of your customer is one thing, but allowing that
voice to dictate your standards is another. If the majority of your
customers want your product or service to act a certain way, that
doesn't mean that your customer is setting your standards. Your customer
is giving you information that you can use to improve your existing
standards, where it makes sense to do so. The final decision is yours.
who understand the importance of listening to the voice of their
customer know that customer complaints should be heard and acted upon,
know that suggestion boxes are not only for employees, know that closed
door meetings are passť, and know that sharing information with
stakeholders and customers is the way to ensure a profitable business.
If you're a leader in an organization that's struggling with poor profit
margins or poor performance, go talk to your customers. You may be
surprised at what you don't know.
Pursuit of Profit
Profits in RIM
information with your employees and customers is important to
maintaining good relationships. And knowing where to find information
when you need it is even more important. If your organization's
information resources aren't organized in a manner that enables
effective decision-making, then you need to improve your records and
information management (RIM) practices.
has always been and continues to be important. Imagine doing your work
or making decisions without information and you'll see what I mean.
Unfortunately, some organizations still believe that the management of
records is something that is done only by junior administrative staff.
Organizations that think this way cannot be more wrong.
organizations without records management programs, typically 40 percent
of records are not active and 35 percent are useless. This means that
only 25 percent of the organization's total records volume is active,
providing current information. Organizations without RIM programs
generally end up storing all of their records onsite. In these
instances, the organizations are spending 75 percent more for records
management than necessary. On top of this, employees performing
ineffective searches and wasting time looking for information can cost
companies up to ten percent in salary expenses.
RIM programs usually pay for themselves at least once annually in
documented savings to the organization. If you and your organization are
still making excuses for not implementing RIM programs, you are
spending 20 to 30 percent more in annual operating costs than necessary.
On top of this, you are continuing to expose your organization to major
legal, compliance, and business risks. Why gamble with your
organization's money and reputation? A sound RIM program will enable
your organization to increase its efficiencies and its bottom line.
In My Humble Opinion (IMHO)
happens when your employees are not empowered? Several things, not the
least of which include low morale, poor performance, bottlenecks,
inflexibility, high staff turnover, and the list goes on. But what
really makes my blood pressure soar is dealing with staff that appear to
be incapable of operating outside their little box. You know the ones.
They cite policy when they don't want to help you or they give you no
response because your question takes them out of their comfort zone. For
all you leaders out there, I implore you to empower your staff, so that
they don't need to come to you every time they need the "i" dotted or
the "t" crossed. It will not only save everyone a heap of time, but you
may just end up with a happier workforce; not to mention happier
"Knowledge is of two kinds. We know a subject ourselves, or we know where we can find information on it."
About MNC Consulting Group
Our goal is to help you to dramatically increase efficiencies that immediately boost your profit margins.
Profits is a monthly electronic newsletter discussing how leaders can
be more efficient and areas where organizations can save more
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