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I was chatting to a new-ish client last week about ‘Command and Control’
Many of my readers will be very familiar with it, others may be interested to know its recognised as a US Army thing. According to older versions of U.S. Army manual FM 3-0, C2 in a military organization is the exercise of authority and direction by a properly designated commanding officer over assigned and attached forces in the accomplishment of the mission.
In short, it’s a technique utilised when something needs to absolutely get done.
My conversation revolved around if ‘Command and Control’ was used enough.
My personal opinion is that in many situations, particularly where new systems are being implemented, some C&C may definitely be needed. Examples abound that I am sure readers of this blog will find strangely familiar.
How often has a new application, innovation or process, been implemented and only a small number of applicable staff, seem to utilise it? Good examples are CRM systems. Of course, the customer service team utilise that, but what about the rest of the organisation key teams? How often have you noticed that Asset Management, Repairs, or that remote office in Pontefract, just never bother to use it?
Joining the dots, tracing back, its often managers that fail to see the importance or consequences of not using something like CRM, that actually benefits staff, all around the organisation. How often do managers tell staff ‘Oh don’t bother with that’, reinforcing a ‘can’t be arsed’, point of view?
When putting in new systems, such as CRM or Tasking Trays & Workflow, it is essential to communicate to all staff & teams, why these systems are being put in and why they benefit the whole organisation. Comms must play a big part.
In addition, these new systems should be monitored and feedback produced for managers, to pass down to their own staff. Good exception reporting can encourage early adoption, saving potentially tortuous issues later. Find ways to monitor compliance and automate where possible. This will ensure that new systems are in use by all and the benefits are realised by all.
Related Post: Be careful that your self-service, does not have extra unintended consequences
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Curiosity Killed The Cat – Down To Earth.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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