Leading Strategy Execution

Part 3The energy of management

What if your middle managers actually served some purpose?

A great deal has now been done in order to ensure that the ‘Quality First’ strategy is implemented on the ground. During the first year, the entire workforce was mobilized to promote a high quality of customer service. The next year was devoted to training, to sharing best practice and to various initiatives designed to change the company culture. After two years, a customer satisfaction survey finally reveals the first signs of progress. The board sees this as validation of its strategy and a reward for its perseverance. Unfortunately, six months later, in some regions the indicators are already in decline. A year later, the downward trend has afflicted ...