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Budd life > News > Latest Budd whitepaper:

20 January 2010

Latest Budd whitepaper:

Too often ‘it’s raining projects’ across customer service organisations, meaning that there are tens or even hundreds of projects going on around the organization but with little prioritisation to identify the three or four ‘high value’ projects that would make a significant impact on driving costs and contacts down for the business.  Companies need to prioritise action based on what customers tell them about their business.

Susan Caesar at Budd comments
“Large organisations tend to have a formal change process and employ professionals to navigate activity through a series of formal gateways within this process.  This approach can cause problems, one of which is that the discipline of change becomes a master in and of itself and another is that those working to change the organisation become detached from the end customers or business that the change is designed to serve.”
 
‘Waving not drowning” can be downloaded free from BuddLife at http://www.budd.uk.com/buddlife.php