In our book Reality, Perception and your Workplace Culture I discussed this point in detail. It becomes a case of looking at the world from the image in the mirror or looking at the world from what you see looking out the window.
To bring about genuine process improvement you need to be able to see the world from the point of view of the customer. Your customer sees the world as having a problem and it directly effects how they interact with you. Your responsibility is to see the world as they see it. I
understand that is a difficult undertaking. We all have our inherent biases which may interfere with this effort. but we have do it. From an Human Capital Management view, this means that we need to look at the existence of problems apart from the way we usually do things It means that we need … Read more