I suppose it is really difficult when your company is huge, to see beyond "the process". It is all up and running and downtime costs money, so you do what you have to by feeding in new customers. Wise companies see that the machine will not last long as the customers become odd shaped, requiring different things and odd timescales so they try to put the customer first. This has problems too.
If someone asks me, as a customer, what do I want to spend, I always say "nothing", why would I? If I can have it for free then that will be ideal. If it costs then I want it just right and that meeans that a company may not stay profitable for long.
The solution to this dilemma is "employee first", a philosophy that has recently made the news via Vineet Nayar of HCL Technologies.
This really works and if you want to know how to introduce it to your staff then please contact me.
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