8.1.1 Raising the bar
One might suggest that customer service is the key to a competitive future, especially in businesses - service or manufacturing - where the product is essentially the same. In such situations, customer service is one variable that can be used very effectively to gain a competitive advantage (edge) over a rival.
Just as technology and production processes have changed over time, so have customer expectations. The bar on the product quality and customer services "high jump" is constantly being raised and continuous improvement is necessary for businesses just to keep up, let alone gain and sustain a competitive edge.
Staff at all levels and different types of positions within organisations have begun to realise that their effectiveness in their own positions and in terms of the future of their organisations is dependent on their customers.
Consider this:
Does your company value fluid, cross-functional teamwork? Do those values emanate from the top - from the CEO and other executives? Does everyone in your company understand and strive to further its vision of what it's doing in the world? Are there company anecdotes you could tell a stranger to illustrate your commitment to unconstrained cooperation? To unconstrained thinking? In your own work group? In other work groups? Adapted from: Wetherbe, 1996
Think about this basic principle: Everyone has specific responsibilities, but there are low fences between jobs. People will hop over fences to help others out, but nobody can blame another for his or her own failures.
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