HOW OFTEN DO CUSTOMERS want one thing while the corporate process produces another? This mismatch between expectation and performance is one of the main reasons a company loses its competitive edge. Often such mismatches can be traced to bottlenecks and barriers in the corporate process. For example, when a customer requests information from a Web site, that information should be sent out as quickly as possible. A three-week wait for a brochure is unacceptable today, when customers expect instant responses to their demands.
We believe that one of the principal causes for the bottlenecks and barriers is resistance.
Dealing with Resistance
People and companies have a built-in resistance to change. Everyone understands the need ...