Who’s fault is organisational pain?
“My Distribution area is driving me insane!” So declared Lisa, and I could see genuine anger in her eyes. Lisa owned the company.
“You mean Teresa’s area? What’s going on” I asked. Teresa was Senior Manager Distribution.
“I’ve tried everything we’ve been speaking about. I’ve asked Teresa to put together her plan for the next 18 months. I’ve asked her to get more clear in assigning work. I’ve asked her to make sure she’s got the capability that she needs…” Lisa paused.
“Go on” I said.
“And she’s been in your workshops. The one we did last year, then I know you ran a 2-day session for her and her directs so they would all understand the management practices we’re putting in here. Everyone else got one day, but I wanted her to have the extra training. Despite all that…”
“Despite all that…What are you seeing?”
“Well despite all that, her area has missed on delivery targets to our retail network again, I don’t know how many times this year, cost per delivery continues to rise, and I just found out today that we had a bunch of customers at one of our stores who were ready for the new range in the catalogue….but do you think that range had been delivered?”
I nodded in understanding.
“WELL DO YOU?”
I jumped as I’d assumed the question was rhetorical.
“I’m guessing no” I said quietly. “And I also know this….you’ve got a problem”.
“You’re damn right I’ve got a problem. It’s called Teresa.”
“Actually, you are 100% wrong.” Read more…