On 9.3.15, another DarmstadtSPIN base camp meeting took place at wibas - this time the topic was compliance vs customer satisfaction. Or: how do I manage to stick to the rules and meet all my company's requirements while keeping the customer's wishes at the center?
The customer or participant request to get helpful impulses for this dilemma via an exchange of experiences was fulfilled while at the same time adhering to the rule: timebox of 2 hours and have fun. 😉
The most important findings of the evening:
1. what must management do to regulate without rules?
If you want to regulate without rules, you have to define values, have trust, create transparency and delegate responsibility.
2. how can I recognize employees who handle freedom responsibly?
He/she breaks rules publicly, risk-consciously, justifiably, competently, purposefully and with the involvement of stakeholders.
3. how do I get more freedom and less bureaucracy?
Value creation and bureaucracy need not be a contradiction in terms! Appropriateness is crucial. Complex organization drives bureaucracy.
Write a comment