The key to success is adapting to customer needs.
Implementing adaptable service models creates value and rewards customer-centric organisations with sustained growth. Unfortunately this requires a comprehensive rethink of strategy and execution at every level. And that’s not something many organizations are willing to do.
I’ll be the first to admit that taking an organisation’s existing model and making it more efficient through processes is far simpler than wholesale structural change. And while it’s easier, it’s also not a long term solution to an evolving competitive marketplace.
Real adaptability is a mindset, a way of looking at an organization that naturally creates new and better solutions based on what people want, not what you deliver.
Simply institutionalizing some processes to make them more efficient is not the same thing.
Process-driven organizations don’t adequately sense and respond to customer demands because customers don’t stand in one place. Their needs and wants change as quickly as an internet data packet.
And the bigger they are, the harder they fall. Smaller, newer companies adapt much quicker. And when they swoop in and respond to changing customer needs “established” businesses too often come back with efficiencies and cost cutting instead of actual change.
Large organisations need to develop an adaptive framework that allows them to succeed and compete.
Lloyd Parry recently developed an Adaptive Organization Simulation workshop that runs managers through problem scenarios using traditional institutional Role Playing and other experiential methods to demonstrate the shortcomings of process-driven solutions and the clear benefits of adaptive organizations.
The practical outcome of the Adaptive Organization Simulation session is that participants return to their organizations able to manage from a customer’s vantage point.
To find out more about the workshop, contact us by clicking here.