Organizational
principles. Reenginering. Success factors
The consultant
McKinsey has studied the fundamental organizational factors that differentiate
successful companies from the others. These principles also compare
the quality of the service offered with client satisfaction. This
important study identifies the following organizational principles:
1.- Identify
strategic objectives.
Successful companies know their long term objectives. A long term
vision is part of the secret of many successful companies.
2.- Analyze
the competitve advantage. Successful
companies know their competitve advantage and they take advantage
of it.
3.- Eliminate
activities. Simplifying
the processes is fundamental to reduce costs and to give a quicker
service.
4. Reduce
departments Staff.
Flat structures reduce costs and provide a quicker response to the
market.
5.- Maximize
the contact with clients and suppliers.
Increase the contact with clients. Sometimes a client can go from
being in contact with many different people to being in contact wtih
an investment adviser. The fact that the client has been in contact
with many different people can help with the clients satisfaction.
6.- Multi-disciplinary
teams. The development
of complex activities can demand varioius specialists. The response
to requirements can be quicker if the specialists organize themselves
into work teams.
7.- Profitability
objectives for every process.
Companies are changing their hierachy - rom departments to a central
team. It is necessary to fix profitability objectives for every process.
For example, from the moment a client asks for a mortgage until he
is given one or is denied one, we have a process. Therefore, it's
not just about the product but about the product's delivery process.
8.- Give
employees authority, information and means.
The employees that are in contact with clients need to have authority,
information and means to be able to attend them. For example, if the
employee that attends a client has authority, information and means
to award certain loans, the client will not have to wait for authorization
from a higher level.
9.- Design
the renumeration/evaluation systems and training towards customer
satisfaction.
The employees should be orientated towards client satisfaction.
