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Time to raise your game?

As I write this, Brazil has been trounced by Germany in the Football World Cup, and the Netherlands have lost on penalties to Argentina. Sadly, England’s participation seems a distant memory!

Time to raise your game

By now, it will all be over. The bitter experience that is the 3rd and 4th place play-off, plus the final itself. And that means the soul searching about what went wrong - and to a lesser extent what went right - in each team’s performance will be underway. In this example, that will be happening all over the world too.

Each will be trying to ‘turn negatives into positives’ and ‘learn lessons’ in order to be better in future tournaments. Do you do similar post-mortems into your teams’ performance? I guess you do. Maybe, you don’t call it that, but reviewing results and planning changes is an integral part of the management process and critical to maintaining or improving your competitive position.

The secret to building a successful team is to ensure that your tactics and the way you deploy the individuals means that each can achieve their maximum potential every day, and collectively deliver superior service to your customers. Yes, you need to have continuous improvement programmes in place – with the right governance and controls to ensure they provide the anticipated benefits.

But, you need something more than that. Actually, two more things. Firstly, the ‘right’ data – meaning you have to collect all of the necessary data points to truly understand the complexity of delivering mobile services; plus you have to make it available in a usable form and in a timely way.

Secondly, you need a culture that encourages and embraces the necessary adaptations and changes. A culture that is prepared to accept that standing still is not an option and that tomorrow will be different than today - if only because customers expectations are ever-escalating. More than that though, sometimes significant changes are needed - more like revolution than evolution - and these can be very uncomfortable times for any organisation. Those are the moments when supportive and well-informed management matched with robust change processes are critical to see you through.

Do you want to go out in the Group Stage due to poor performances, or feature in the Final? Unlike football, as a service leader you get to choose.

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