3. One-way Working Two-way Working
Boss Directs My boss also listens
I listen I listen to my subordinates too
I tell my subordinate Together, we evolve solutions
Expect completion from subordinate We also check progress together
Sometimes, decisions are taken
together
Boss Boss
Issues at Individual Level
One-way traffic Two-way traffic
Aligned to Experiences,
please the Learning and
boss and Feedback are
follow orders shared,
,Bottom Up
also
Subordinate Subordinate
4. Two-way Working- what is lacking? Muti- Way Working
Service provider & Customer centric
What about stakeholders from other But Boss managed
functions and Suppliers, Deliver & Feedback-case by case
Customers, Experts?
There are still huge disconnects
Aligned to serve
and frustrations for all stakeholders Boss customers
and touchpoints
Issues at Individual Level
through one
and they crib, complaint and off/personal
Experts
Give poor feedbacks in VOI,VOC interventions
and VOE exercises
My Suppliers My Customers
Subordinate
5. Multi way working is boss Process based working
driven and is too slow
Service provider approach
Customer centric approach
• There are still disconnects Self managed
and frustrations for all Deliver & Feedback
stakeholders and
touchpoints
• Since there are so many of
them and in each case Coach
personalised intervention at Aligned to serve
Issues at Individual Level
the behest of boss will not customers
Experts through
do Processes
My Suppliers Picture B My Customers
Team members
7. My Colleague is My Problem
I told him Was on leave
I gave him in writing Nobody told me
I was busy I have no information
I forgot I don’t know
Tell the boss, who cares How long will it take ?
Issues
Collective
Lack of Information
Expectations Not Set
Tension in the Air, Mistrust
9. They (other function) Never Understand My (function’s) Problem
They can never understand my issues, concerns and anxieties. When
ever I have to deal with other functions it becomes a hassle.
Gap between two functions and in the understanding of people involved
Function A Function B
Warehous
Cross Function Issues
e is full but
what
customer
wants is
not
present
1. Quality
2. Delivery
3. Volume
Are these defined ? 4. Documents
5. Time
6. Expectations
11. Function & Customer Issues
Their Customer is Not My Problem
Department A Department B Customer
(Support functions) (Front end)
Mostly bound by internal Processes must meet the Meet customer expectations
targets and guidelines requirements of internal without compromise on
stakeholders . internal expectations and
Fails to see the actual Laws, legal, standards, standards
customer needs policy, practises etc. must
be kept in time.
1. Quality
2. Delivery 1. Breakdown
3. Volume 2. Reliability
Are these defined ? 3. Flexibility Customer Knows ?
4. Documents
5. Time 4. Service
6. Expectations
13. Function, Supplier & Customer Issues
Everyone Has a Problem
Supplier Department A Department B Customer
Are these defined any where for any one?
1. Quality 1. Breakdown
2. Delivery 2. Reliability
3. Volume 3. Flexibility
4. Documents 4. Service
15. Why You Can’t Fix These Issues Internally ?
Designing processes to keep everyone happy without compromising
on Customer, Quality Standards, Policy, Expectations is a complex task
Every process involves all the functions and people from a function can
never understand the issues of other function
Can You Fix Internally
Objections from functions must be overcome. Finance and HR and Quality.
Technical restrictions.
Re-alignment of all the functions to deliver the value.
17. Q : What can I do different
from my Competitors ?
A : Influence Your Customers
Process or Perish ?
How ? Design Processes
that are not broken to Serve
Your Customers Better
