Presently, there are a billion thoughts hovering around in my mind. Mostly concerned with Vision, Focus, Productivity, Efficiency, Work Approach, Results, Performance, Improvement, Quality, Targets, 'the big picture', Measurement, 'customer delight', etc.
All of these aspects have added to become a binomial equation of the highest order. Too many variables, too many parameters; yet the outcome, possibly, just one. Growth.
What I'm currently caught up with is: Agreed, that I have a binomial equation of the highest order. That there are umpteen variables. That the the outcome is also defined. But, to crack the equation that would result in 'Growth', I'm trying to find out something that is so 'simple', yet 'pivotal' to the success of this equation. Everything else hangs aroung this pivot. That 'pivot' I'm trying to find.
We're talking about finding one simple 'lever' which just solves the entire equation in a jiffy. I'm thinking hard to find this 'lever' in a set of systems and processes devised by us.
May be the solution is too familiar for us to notice. May be it is so obvious that we can't even see it. Need a fresh perspective towards the entire problem. A new direction. A new angle. A new paradigm.
What is the key to high 'customer satisfaction'? Even if we see 'the big picture', how do we regulate work through a set of procedures and systems designed by us, keeping in mind the customer expectation levels have radically evolved over the period of time? They've radically evolved and not radically changed. Hmm. May this is the 'connection'.
Earlier, if the customer wanted something in 10 days with X level of quality; now, he needs it in 2 days with 10X level of quality. So, what is driving this change?
a. Customer perception about the product? or
b. Fear that the same customer may visit some other competitor? or
c. The fact that the customer has become more aware and resourceful than before? or
(there could be more options, but these immediately strike me)
In this 'customer evolution' phase, what all need to change?
1. Recognition that customers have evolved.
2. Systems and processes
3. Fundamental perception of the company about the customer
5. Speed of work / execution
(these strike me right now)
This is where suddenly, I recollect something, which was possibly said by Steven Covey: "It does not matter how hard you're climbing up the ladder; if the ladder itself is against the wrong wall, your efforts are futile"
Even if we identify the right wall and the right ladder, the pace at which we climb the ladder and how smartly we climb the ladder, governs how fast we reach the customer waiting for us at the end of the ladder. Why? Simple, there are 100 other ladders like you wanting to reach the same customer?
Another question that strikes me is: Does a system have to be person dependent or process dependent? I realize and accept, from the bottom of my heart that, it has to process dependent. But, what happens when the person who's designed those processes is the key? What happens if he's not available for a substantial period of time? (I may be sounding silly, but, these are just some random thoughts expressed without cutting down the matter)
Yes, I know that I need help. I need to laterally think a way to get me out of this. And I need to get out of it very soon. The bloggers, marketing consultants, think tanks, even, passersby are invited to share their opinions / thoughts / feedback with me.