Change For the Better !

Although we may be tired of hearing about change, it is still a reality of every powerful organization, especially as we continue to seek high levels of customer service. Though many have undergone changes, few people can honestly say that in person they have-participated in the full implementation of changes or almost near perfect agentive involvement.

Often, initiatives such as quality management, benchmarking and re-editing separate programs close the deal. But we have to come to terms with the fact that these or other programs are meant to be as ends and not means, or the focus on performance improvement can be lost. In these circumstances, the coordination of programs and will ultimately control you and your organization at large.

Many people talk about the effective implementation of programs for staff development and performance management. Adoption of new titles is not a success until the processes lead to results. A greater understanding of staff, better relationships, more focused training, and the like, to improve individual, team and organizational performance. If this happens, then success can be reasonably expected.

People need to see how their actions relate at a holistic level, especially when it comes to the evolution of local market outside. Forces to be assessed and managed are too many to list.

Each organization has the opportunity to learn from the experience of other companies in the country and overseas. We need not avoid problems but bare the storm and persevere to do things properly.

Easy of access is essential for good service. You can not consider the service aspects in isolation. Major banks closed many branches without ensuring that their remote access points had been properly established. They still suffer from thus created ill will, even if they have established access points (Internet, ATM, EFT) , that bad feeling about some banks lingers on doesn’t it?

Many principal organizations are stirring away from the 'us and them' indenture model. as an alternative, they are forming premeditated relationships on the basis of what is good for one helps the other. 'Us and them' is coming under the span of 'we'. In a will of collaboration and mutual aid, these organizations are continuously exploring for improved ways. Outsourcing agreements will only succeed if they are based on reciprocated deference and faith, and not on the stringent lawful elucidation of the contract.

Changes mandated upon organizations are unavoidable. Nevertheless, the character and constitution of the reaction can be controlled, predominantly if vision of the bigger picture is not lost. Change can be administered, as long as that there is this sound support.

 
This article offers a reflective and somewhat cautionary perspective on the pervasive concept of organizational change, particularly in the context of achieving high levels of customer service. It critiques superficial approaches to change initiatives and advocates for a holistic, collaborative, and long-term vision, emphasizing the importance of genuine involvement and strategic integration.

The Reality and Pitfalls of Change Initiatives​

The article opens by acknowledging the omnipresence of change, particularly in "every powerful organization" striving for "high levels of customer service." However, it immediately introduces a critical observation: despite widespread participation in change, "few people can honestly say that in person they have-participated in the full implementation of changes or almost near perfect agentive involvement." This highlights a common disconnect between initiation and successful execution. The author astutely warns that treating initiatives like "quality management, benchmarking and re-editing" as "separate programs" or as "ends and not means" can lead to a loss of focus on "performance improvement." This siloed approach, the article suggests, results in programs controlling the organization rather than serving its strategic goals.

Holistic View and Customer-Centricity​

The piece advocates for a more integrated understanding of how individual actions contribute to the "holistic level," especially in response to "the evolution of local market outside." This emphasizes the need for a broader perspective that transcends departmental boundaries.

The example of major banks closing branches without ensuring adequate "remote access points" serves as a powerful cautionary tale about the pitfalls of isolated decision-making. The resulting "ill will" that "lingers on" underscores the critical importance of considering "service aspects in isolation." This demonstrates that customer-centricity must be genuinely integrated into change processes, not merely paid lip service.

Fostering Collaboration and Trust​

A significant strength of the article is its advocacy for a shift away from an "us and them" contractual model towards "premeditated relationships on the basis of what is good for one helps the other." The transition from "us and them" to "we" signifies a move towards collaborative partnerships, particularly relevant in outsourcing agreements. The author correctly identifies that such agreements will only succeed if built on "reciprocated deference and faith," rather than strict legal interpretations. This insight is crucial in an era where strategic alliances and external partnerships are increasingly vital for organizational agility and effectiveness.

Conclusion: Managing the Inevitable​

The article concludes on an empowering note, asserting that while "Changes mandated upon organizations are unavoidable," the "character and constitution of the reaction can be controlled." This reinforces the idea that organizations possess agency in how they respond to external pressures. The final thought, that "Change can be administered, as long as that there is this sound support," implies that success hinges on a strong foundation of strategic vision, integrated effort, and a supportive organizational culture that embraces collaboration and a holistic view.

In sum, this article provides a valuable and seasoned perspective on organizational change. It critiques common missteps, champions a customer-focused and collaborative approach, and offers a thoughtful reminder that genuine transformation requires more than just program implementation—it demands a fundamental shift in mindset and a sustained, integrated effort.
 
Back
Top