Let’s say you work for British Airways, well that is if you are not on strike at the moment, or maybe you worked for the old Woolworth Stores or maybe you are a teacher at a failing school, or maybe the failed Labour Party in the UK – how about a Social Services Department that has a reputation for making and repeating mistakes – make your own list of failures past, present, and yes future.
If you have worked, are currently working or are thinking of working for a failed or failing organisations – here’s a tip. Take some time out and compare the results of that company / classroom / school / public services department / shop / airline / business / institution with the Best in Class in your sector. Find the best company or organisation / institution in your sector, go and visit the classroom / school /university with the best results, visit a public service organisation (I know it’s hard) that you admire for it’s World-Class Customer Service. Spend time and hang out with those organisations who are market leaders or public “service” leaders in your chosen field.
Don’t ask your boss / union official/ party leader / busy-body or nosy-parker for permission for time to do your research – just do it. Now when you come back to your organisation with your new thoughts and ideas for change – take a deep breath and start to make the changes that you have seen work in Best in Class organisations.
The solution is always there – it is really easy to find – more difficult to execute and the most worthwhile of activities – or just continue to be a passenger on the road to nowhere. Now c’mon benchmarking is fun - just make sure you choose a winner to benchmark against your own organisation! Send us your results and observations!
Post a Comment