This subject keeps coming up.

Last time I was complaining about the fact that reporting lines don’t always help your delivery to the customer, but as we were discussing things at the Unipart Black Belt networking event today in Rugby, the conversations reminded me that it is worse than that.

The fact is that when we reorganise, we divert staff from thinking about their role in serving the customer and make them look inwards to the organisation. Is their job going to continue, is their position secure, and is their status threatened? It is probably not surprising then, that companies who are reorganising lose sight of their customers whilst that is happening.

So, for all of you thinking about another reorganisation, just ask yourself whether your customers will put up with it or whether they will be looking for products and services elsewhere?

Mike Bourne

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