Thursday, July 31, 2008

Unity of Direction

Drawing on the idea that Customer Satisfaction is a product of Employee Satisfaction, and internal consultancy organisation may be able to better meet the needs of its customer by capturing the realtime experiences of both customers and employees. This concept attracts the customers and employees as owners of the business and the realtime experience capture is part of the allure.

I particularly like the idea of firing customers.

From the perspective of an internal consultant, jobs that the consultancy accept tend to be driven by the client on a regional basis. There is not necessarily an alignment to the overarching needs of the greater organisation. This can mean that the jobs can lead to the frustration and dis-engagement of the consultants. So the right jobs tend not to be just good for the client but also the best for the consultant too...

Each engagement should assist the organisation to achieve a greater good, whether by meeting an educational, process or other improvement need.

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