Career Development - Too Many Links in the Chain?
... after the entire process chain. Deciding to increase productivity, SPS added four more specialists (links) to the sequence. Instead of one person handling the whole chain of events, the company had a telemarketer, a salesperson, a recruiter, a customer service rep and a project manager. On paper this looked like the way to go -- specialists for every stage -- as exampled by almost all SPS' competitors at the time. Despite this degree of specialization, the increases in effectiveness projected never were realized. At best the company was equally effective. If you measured customer retention, the company ended up being less effective. Although the company had more sales ... . At best the company was equally effective. If you measured customer retention, the company ended up being less effective. Although the company had more sales, could handle a larger volume, it actually made less profit, blaming the decline on demands of the business for reduced margins, the operation was certainly less efficient. Five people doing the job of one, even though each might on paper do ten times as much by specializing, the reality was that there were 4 hand-offs along the chain. People at the end of any chain often lack an appropriate interest in details at the start of the chain. Now you ...
Tags: opposite approach | career development | too many links | | adding specialists | process chain |
Tags: opposite approach | career development | too many links | | adding specialists | process chain |