“Execution has an impact on financial performance that is six
times higher than the impact of a strong strategy itself”
” Frontline employees are often not given the authority to make decisions and use their own judgment to create value for the customer and the organization. An “efficiency paradox” exists, whereby companies view employees as components of machinery, rather than as a motivated workforce that can make the difference in successful execution of the organization’s strategy.”
Recently re-read this paper from 2000. Surprised that I still see so little of this 18 years on.
This may be so, but I’m not sure who’s telling most companies. Archaic models of support built around rigid SLA’s still prevail.
This is one of the hardest lessons to learn in business. Clients typically will want everything they can get, as I would totally expect and do when I am the client. Sometimes, however, no is the correct answer.