Going forward in the series of post I initiated (here) on the survey which was carried out in the Romanian leadership environment, we will look at the second key finding.
Key Finding 2 states that successful business leaders, and thus their organizations, will focus on the fundamental factors so as to adapt to the extremely requiring business environment in Romania. They focus on the operational agility of the company through improving their internal processes so as to answer in a timely manner to the changes and complexity appearing in the marketplace.
At a practical level, it translates into pursuing several specific initiatives like actively involving employees at all levels for developing innovative solutions which are meant to enhance organizational creativity, the flexibility of internal processes to achieve agility in the marketplace that is only possible through unhindered decision making, and getting customers involved within the organization’s processes so as to better understand their potential needs through means such as the internet, telecommunications, the mass-media which sums up in one word: information.
As we now look back to at least the past 12 months, we can see this self-adaptation of organizations we were part of.
Employees involved in the operations processes facing the customers, may it be through e-mail, phone or face to face, are empowered to actively take initiatives and develop creative solutions to the trivial or major barriers they face day by day. Thanks to their in-depth involvement in the processes that will deliver products or services to the customers, they will spot differences of perception between what providers will often think that customers want and what customers really want. Surely this is possible through an extensive and constant communication to all employees (including direct supervisors which must support these efforts) on the importance of their innovative initiatives, which can down the line have impact over their own evaluations, benefits and recognition.
A different facet of this empowerment is engagement of employees which not only will begin to understand the contribution they have but also will drive their perception over two aspects: what their place is within the organization and their level of self-esteem. Moreover, a sound communication campaign that sustains innovation and creativity amongst employees, backed up by a transparent recognition program, will increase quality and performance of employees, which creates a pool of diverse talents to pick from when projects, new roles or difficult tasks arise.
Involvement of customers in the delivery process of their own products or goods is something that has been possible at the current detail level only through information. For tangible products customers will want to know exactly what ingredients or materials were used, the provenience of color constituents and even the impact of the production process over the environment. When it comes to services, customers will want to know every step of the process of delivering the services, who was involved, how much it takes, why it takes so much, at what costs, and so on. But this is clearly achievable through real-time and systematic information gathering. This will allow for customers to get a detailed perspective, ask for a periodic evaluation of certain metrics and even require efficiency/quality improvements if they feel these would bring them added benefit.
One might ask whether this is not actually increasing the bargaining power of customers in the business environment. It is. And while we might think this risk is creating a significant disadvantage for providers, it is mainly helping to create a stronger relationship with the customer based on loyalty and trust. Obviously, this would be true with all providers and customers in an utopia world. However, with the proper legal and security diligence to prevent unwanted scenarios, this applies to all marketplaces.
Thus, a lot of the leaders’ focus is directed to internal matters due to their impact over the external business environment. An inside-out approach to organizational improvement.
one green leaf at a time 