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Carlos Castelan provides key steps that can be taken to improve disconnects and find opportunities throughout times of change and functional issues. 

In today’s world where change is one of the only constants, we often hear of companies undergoing a transformation to reinvent themselves and revitalize their customer offerings. This is a natural function of the organizational life cycle where companies grow and organize in a variety of ways along the way, including around services or products. However, in focusing on efficiency and processes to enable scale, organizations lose some measure of tight collaboration and team agility that comes from regular innovation. So, how can companies avoid having to regularly undergo transformations? One way successful businesses do this is through the identification of gaps in team collaboration through a Customer Correction tool that allows teams to find opportunities and cooperate to improve where disconnects may be occurring and resolve issues before they impact customers.

Functional issues cause established companies to have difficulty with transformations and innovation to meet their customer’s needs. As an example, we recently saw a team dedicated to measurement of new initiatives struggle to meet key milestones and deliverables due to the novelty of the project and complexity of data. This resulted in a high likelihood of failure for the business team to understand the customer benefits of the innovation.  The business team raised the issue several times to leadership but, over time, the business team had to accept the problem and figure out a work-around. The acceptance of the issue led to many hours of lost productivity and countless meetings to try to close the gaps which went unresolved.

To get ahead of functional issues within a company, we’ve seen forward-thinking organizations adopt a regular exchange of notes by each member of a group (team) to assess for the purpose of improving collaboration and performance. We have all worked with managers, co-workers or teams that affect others and we understand the impact that poor collaboration and communication has on each step of their process. So, how can concerns be raised in an objective manner for management to course correct before they become larger issues?

Key points include:

• Team collaboration
• Customer correction
• Team feedback

Read the full article, Leveraging your company’s greatest asset to improve the customer experience, on TheNavioGroup.com.