The external customer in varying degrees is usually the driver of either a transformational or an incremental process change.
A radical transformation may ensue if the customer is very unhappy with a product and may litigate because of health, safety, or environmental concerns. Or, the customer is simply unhappy with performance or product quality. Or, a company doesn’t stand out from its competition. In all these cases, a company has to change the way it does business. It’s estimated that 90% of big businesses have transformed some or all of their processes.
Only several years ago, there had to be a compelling reason or driver to transform an organization. Well, a critical message of The Rules Have Changed is that continual adaptation has been institutionalized and has become part of the competitive landscape. Companies are continuously evaluating operations and readjusting them to add value, cut waste, lower costs, and improve quality. It may involve continuous, incremental improvement or a radical transformation.
Life Lesson Earned: Surviving and prospering in organizational transformations is or will be one of the toughest things you’ll ever do in the workplace. Present yourself as a problem solver, not part of the problem. Be part of the solution, not part of the problem. Be forward looking.