Achieving Class A Business Excellence: An Executive's Perspective

9

BEGINNING

We get brilliant results from average people managing brilliant processes.

 

Focus on the obstacles and that’s all you’ll see.

 

 

 

 

 

“Roxanne, we’d like you to come back and help us understand what we should do next.” Greg had reached Roxanne on her cell phone with his first call the next morning. “Specifically, we want to know more about the implementation process, how we should organize to do the detailed assessments you mentioned, how to go about developing milestones, and the details associated with a cost/benefit analysis so that we can make an informed decision about the value and opportunity ahead of us. Just to be clear, we’re not yet committing to any further work with you beyond the next visit. We’ll consider what’s next after that visit. How soon do you think you could meet with my leadership team again?”

“I have to admit, Greg, I’m surprised to hear from you so soon, but then I suppose I shouldn’t be. I had a really good feeling at Friday’s meeting. Your team has a strong sense of urgency and a desire to learn. All too often following a first visit, leadership teams waste weeks, months, and in some cases a year or more determining what to do next rather than quickly taking action. Given the cost of delay we discussed yesterday, I think you just saved a bunch of money! And given your sense of urgency, I’m going to reschedule a couple of personal engagements so that I can be available Thursday and Friday of next week to meet with you if you want to move that ...