PBO+

Focus

A Jargon-free Presentation

Issues at

Individual Level 1

My Issues in My Function

One-way traffic Two-way traffic

Boss Directs

I listen

I tell my subordinate

Expect completion from subordinate

Issu

es a

t In

div

idual Level

One-way Working My boss also listens

I listen to my subordinates too

Together, we evolve solutions

We also check progress together

Sometimes, decisions are taken

together

Two-way Working

Experiences,

Learning and

Feedback are

shared,

,Bottom Up

also

Aligned to

please the

boss and

follow orders

Boss

Subordinate

Boss

Subordinate

What about stakeholders from other

functions and Suppliers,

Customers, Experts?

There are still huge disconnects

and frustrations for all stakeholders

and touchpoints

and they crib, complaint and

Give poor feedbacks in VOI,VOC

and VOE exercises

Two-way Working- what is lacking? Service provider & Customer centric

But Boss managed

Deliver & Feedback-case by case

Muti- Way Working

Aligned to serve

customers

through one

off/personal

interventions

Boss

Subordinate

My Customers My Suppliers

Experts

Issu

es a

t In

div

idual Level

• There are still disconnects

and frustrations for all

stakeholders and

touchpoints

• Since there are so many of

them and in each case

personalised intervention at

the behest of boss will not

do

Multi way working is boss

driven and is too slow Service provider approach

Customer centric approach

Self managed

Deliver & Feedback

Process based working

Aligned to serve

customers

through

Processes

Issu

es a

t In

div

idual Level

Coach

Team members

My Customers My Suppliers

Experts

Picture B

Collective

Issues 2

My Issues with My Colleague

Lack of Information

Expectations Not Set

Tension in the Air, Mistrust

Colle

ctive

Is

su

es

I told him

I gave him in writing

I was busy

I forgot

Tell the boss, who cares

My Colleague is My Problem

Was on leave

Nobody told me

I have no information

I don’t know How long will it take ?

Cross Functional

Issues 3

My Issues with Them

Function A Function B

1. Quality

2. Delivery

3. Volume

4. Documents

5. Time

6. Expectations

They can never understand my issues, concerns and anxieties. When

ever I have to deal with other functions it becomes a hassle.

Gap between two functions and in the understanding of people involved

Cro

ss F

unction

Issues

They (other function) Never Understand My (function’s) Problem

Are these defined ?

Warehous

e is full but

what

customer

wants is

not

present

Function &

Customer

Issues 4

My Issues with Their Customer

Department A

(Support functions)

Department B

(Front end)

Customer

1. Breakdown

2. Reliability

3. Flexibility

4. Service

Meet customer expectations

without compromise on

internal expectations and

standards

Processes must meet the

requirements of internal

stakeholders .

Laws, legal, standards,

policy, practises etc. must

be kept in time.

Their Customer is Not My Problem

1. Quality

2. Delivery

3. Volume

4. Documents

5. Time

6. Expectations

Are these defined ? Customer Knows ?

Function & Customer Issues

Mostly bound by internal

targets and guidelines

Fails to see the actual

customer needs

Function,

Supplier &

Customer

Issues

5

My Issues with Everyone

Department A Department B

1. Quality

2. Delivery

3. Volume

4. Documents

Customer

1. Breakdown

2. Reliability

3. Flexibility

4. Service

Supplier

Function, Supplier & Customer Issues

Are these defined any where for any one?

Everyone Has a Problem

Can You Fix

Internally ? 6

A Case for Process Designers

Designing processes to keep everyone happy without compromising

on Customer, Quality Standards, Policy, Expectations is a complex task

Every process involves all the functions and people from a function can

never understand the issues of other function

Objections from functions must be overcome. Finance and HR and Quality.

Technical restrictions.

Re-alignment of all the functions to deliver the value.

Can Y

ou F

ix In

tern

ally

Why You Can’t Fix These Issues Internally ?

Process or

Perish ? 7

Differentiate from Competitors

Q : What can I do different

from my Competitors ?

A : Influence Your Customers

How ? Design Processes

that are not broken to Serve

Your Customers Better

Pro

cess o

r Peris

h ?