Changing the Game

I love it when I hear of a manager who does something simple and easy that shifts organisational culture immediately.

A recent example of this is the CEO of ING Direct in the USA.  He has recently moved his office to the floor of their telephone banking call centre.

He is now much closer to his staff and to his customers both physically and psychologically.

He is able to experience the company and its work with customers directly, as opposed to through a balanced scorecard or some other set of metrics. He is able to listen to the conversations and make a real difference in appreciating the good stuff and providing a touch on the tiller when it is needed. This first hand experience of how things are working ensures a tightness in execution that is bound to pay off.

My guess is that this one game-changing move will have more impact more quickly than most ‘strategic change efforts’.

  • What simple game-changing moves have you seen work?
  • What simple game-changing moves have you made?
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