Good Morning,
The company had shaken up its support structure in an attempt to re-invent the service model and improve service across the boards. In a nutshell, the entire experient was a huge success with best ever service performance and a huge drop in complaints.
Within the success, though, there were some disturbing trends among the restacked staff and new leadership.
In one case, one of the re-positioned staff members was from Human Resources, with certification, years of experience, etc. This person now worked on the service front lines. A different person, sans certification and with some HR experience, was placed in Human Resources.
When a front lines situation came up requiring Human Resource advice, a line manager advised not going to the former Human Resources professional for any HR advice and rather go to the person in HR, but only go to HR. This was not for an action, but for simple advice. Had this been for an official action, the only option IS to go to HR.
The former experienced HR staff member was not removed from their position due to poor performance, or mistakes, it was more of a political move. And when they moved from the HR position, they did not carve out part of their brain with that experience and leave it in the seat for their successor.
In effect, the manager said, go to the person in the position, not the person with the knowledge.
What makes this so interesting is how incorrect Human Resource actions can cost companies thousands of dollars or worse.
In "Leadership Secrets of Colin Powell" by Oren Harari we see how Colin Powell epitomizes a better way to handle this well when he needs advice or information. He goes to the most knowledgeable person on his team to get it.
You can see the same in Captain D. Michael Abrashoff's "It's Your Ship" where the Captain would tap sailor with the most experience and knowledge to handle the task at hand. Even if the person were to present a new system to the Admiralty (a task normally handled by the Captain's or their senior leadership).
Not using key resources because they are not in a particular position can cost your organization a lot.
And is just plain business stupid.
Enjoy!
Sanford Berenberg
sanford@berenberg.net
www.berenberg.net
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