Leverage the Flow
Unless you really enjoy swimming upstream!
It seems that the longer I ponder a story the more implications that seem to arise. Here’s a story about Network Magic, a small amazingly successful startup, and the difficulties they are encountering. Yes, I’ve told this story before, and there are numerous models and videos that work through an understanding, though here’s what I consider a far more general insight from the story.
What perspectives might evolve the understanding?
Link List…
Network Magic: Situation, Behavior, Assumptions, Stakeholders, Boundaries, Understanding, Leverage, Strategy, Implementation Insight Maker models by Gene Bellinger
Network Magic a Musing by Gene Bellinger
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I'm a bit slow. Never got how swimming upstream applied. As a mgt consultant, I would first long at a medium to longer term direction - and that is the Apple strategy of considering the product more broadly to include the entire customer experience so that the ease of product use with minimal support is the goal. This means extensive investment in reengineering the product which should begin immediately. In the short term, yes hire big in support and invest much of the firms training budget in building competence there. Part of the orientation should be training them in the company objective to identify and to eliminate technical barriers to customer satisfaction. This strategy needs to be designed and implemented by a CEO capable at Jaques Level V. And if engineering redesign minimizing customer's need for support is transformational in that industry, then the CEO probably needs to be capable at VI. Any effective solution is blended and nuanced - not one option. Looking at one option at a time seems to be a level IV approach that may consume a lot of trial and error and suboptimal company results over time.