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Business Intelligence (BI)A BiWeekly Business Discussion
Vol.17Vol.17
Beyond Beyond Restructuring..Restructuring..
by --- Otieno Paul-Peter, Esq. -----
Live Your Dream!
New CEO, New Structure!
This is a common thing, a common word, a common practice. Whenever you hear that a new manager
or CEO has come in, you will almost always hear about certain changes and restructuring. I have noidea why! Could it be that the new sheriff must be seen to be working? Do we always notice better
results after the new structures are in place? You may know better than me. I have no idea what youthink. Besides, it's almost 10 years since I was last
employed. So I may not be accurate. But be that as itmay, I can still have an opinion.
There is a big hospital in Nairobi, one of the mostpopular in the region. Every time I go there, something
has changed; now people enter through this door,registration is here, you pay here...etc. I know human
beings naturally resist change, and I am not exemptedeither. One thing I know is that, over time, a change
should result in some progress. If it doesn't, then noneed for it. The changes in this hospital have been
more to do with the process, well-meaning, but lacking in results the customers' may expect. I may notknow the reasons for the constant restructuring there, but what I know is that if last time you waited
for 2 hours in order to see a doctor, after the change it even goes to 3 hours! Bigger delays, confusionand much quarrels. I believe it is not in this hospital only. This is just an example of what happens in
almost every (business) organization. Not all changes bring positive results to the customers and thus..What's the meaning?
The DNA of Business
Many times we enter into businesses with wrong motives; just to make money. This notion makes
businesses to collapse. It's a business without a stand; without a base upon which to stand. It's a lamebusiness and will soon collapse unless something is done, and done urgently. This is because a
business which only focuses on money will not deliver what brings the money. It may promise, but itwill not deliver!
In one of my previous articles, I talked about the 3 legs of an organization; one of them being themission. The mission is what your business accomplishes. This is the reason for the existence of your
organization; the problem(s) you solve. If someone asked what you do, what would be your answer? Abaker who says "I bake bread" is far much better of in business (if he absolutely understands that
statement and believes in it) than one who says, "I am a businessman". A more inspiring versionwould be, "I provide people with healthy bread that sustains their lives" if that is what the baker
actually does. Such a person will never run out of business! Every change he/she carries out in his/herbusiness, will be to ensure that people are provided with healthy bread that sustains their lives and the
people actually get that bread promptly.
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O t i e n o P a u l - P e t e r , E s q . [email protected]
0733666924/0721725601
BiWeekly Business Intelligence (BI)
The idea is that if you know what your organization exists to do, then any change that does not makethat particular mission any better is null and void! It is no use giving customers birthday cards if your
service to them is horrible! It does not help, if you restructure, change people, systems, process,.. if theDNA of the business/organization is not nurtured and allowed to take root and thrive. By the end of
the day, say you provide Internet to people, if the customers don't get the service, if they keep cryingfor downtimes, they will not be happy. They will hate you plus everything to do with you. They will
go elsewhere and you will have no business. Then end up retrenching innocent staff who had verylittle, if any, to do with customer churning. So, before you do for them any other thing; like giving
them a bottle of wine at the end of the year, first ensure that your services are optimal. Don't focus onthe minor and leave the major! In fact, if you actually deliver on your promise, the other things are just
supplements but not necessity. And if you don't deliver, any extra spending on public relation is just awaste of money. They don't come to you for the extras, but for the products/services you offer.
The hospital I talked about is an example of where you can be given a quick recovery card, but not thelevel of service you expect! It may go down sooner or later if things don't improve. Sometimes when
an organization is big, they start thinking that going down is impossible. I actually discovered that, inmany cases, small organizations provide even better services than the giants. This is because the big
organizations tend to rely solely on their brand; they sell the name. The service behind is poor though.But because they have the money, they can afford extensive marketing to make consumers believe
they are above equal in the market.
What's Your Focus on Restructuring?
In some organizations, for example, you may
notice that there are about 50 people under theroof with 5 salespeople and close to 20 people in
the management. The organization focuses on theflow of processes, accurate payrolls, proper insurance and all these nice things. But they pile lots of
pressure on salespeople because, ideally, they are the reason all the rest come to work. If they don't geta new business or retain an existing account, there's no money. While the greatest sales should be
coming from the top, in many instances the top is engrossed in restructuring and unproductivemeetings. I learned that if people do not go out there to bring business, if we don't work hard to get
new and bigger accounts and work hard in keeping our portfolios growing, all our changes are notgoing to help. It ends up in frustrating and losing, otherwise, hardworking and well meaning people.
The greatest focus, if you're running an organization, should be given to attracting and retaining ofcustomers. This does not come from getting a more comfortable seat or parking for the new head. It
certainly does not come by changing our business name or colors. Nothing! It comes by provision ofquality products and services, and making the customer happy. It comes by getting new sign-ups and
retaining the ones we have. It comes by keeping the influx bigger and outbound thinner. Every timeyou're going to propose a change in an organization, first and foremost, ask yourself how the change is
going to result in more customers coming in and better customer satisfaction. Let's limit theories and
3
O t i e n o P a u l - P e t e r , E s q . [email protected]
0733666924/0721725601
BiWeekly Business Intelligence (BI)
If you work hard on things that don't If you work hard on things that don't count, your labor is in vain.count, your labor is in vain.
----------Otieno Paul-Peter-------------------Otieno Paul-Peter---------
be more practical. If you have been using a trainer and no resultsare showing, you're right to change him/her. If you have been
investing in training someone and you see no improvement nomatter what, get someone else who is more teachable. The head of
a team should be having results to qualify being the leader. Youcan't lead salespeople, for example, and selling zero accounts and
yet expect bigger sales from your team! A team is as good as theleader. Head of technical should be technical enough to solve problems. The same goes with every
departmental head. The CEO should be a top seller and a top leader. Leadership graduates fromselling.
Keep Reinventing, Keep Growing
In conclusion, if you're going to change anything, do not do it for the sake of doing it! Do it if it's
going to result in something better for the customer. Value customer experience above everything else.A happy customer won't mind paying even more and buying you coffee as opposed to trying to spend
more on goodies to unhappy customers. More-or-less like you're bribing them to stay with you. Justensure you provide quality service and doing it promptly. Stay customer focused and your accounts
will never run dry! You will earn extra to take your team for holidays and give them bonuses insteadof cutting down their salaries.
[Read other related articles]
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4
O t i e n o P a u l - P e t e r , E s q . [email protected]
0733666924/0721725601
BiWeekly Business Intelligence (BI)
About The AuthorAbout The AuthorOtieno Paul-Peter is a business person with interests in Personal Development, IT and Nutrition. He is passionate about people development and travels the world speaking to people; teaching and training. He shares thoughts and ideas that transform lives. He is the author of LIVE YOUR DREAM IN 7Ds – Achieving The Life You Desire One Step at a Time.
Besides professional and academic qualifications, Mr.Otieno’s insight is largely based on experience. He fancies not the academic credentials and believes more in real life, practical education as the best means to solve life problems and improve lives. He has seen both successes and failures in life and business. At the moment, he runs a number of businesses including corporate training, team building facilitations, IT consultancy services and a Network Marketing(Nutrition) business. He is the founder and Managing Director of Live Your Dream Enterprises Ltd; a fast growing training company he founded in 2013.
Being largely a scientist, Otieno is highly talented in analysis, knowledge discovery and training. He is passionate about all that he does and gives inspiring talks on the subjects. He is Living his Dream! Feel free to get in touch with him for any of the professional services he offers. He is both jovial and sociable. You will love the interaction. Follow him on social media; Google, Linkedin, Facebook, Instagram, YouTube, Twitter & Telegram.
http://www.otienopaulpeter.com
Published and distributor courtesy of ©Live Your Dream Enterprises Ltd
