REFORM - Setting the priorities. Building responsiveness, resilience and value.

Dreams are real. At least we would like to make them real. Real fast.

It is a challenge for organizations to turn idea into implementation, especially when the stakes are high, time sensitive and will have high impact on lives (public service especially). There are blocks that create frustration. Outside of external blocks, there are many internal blocks that obtain, designed within bureaucratic structures, due to tradition, or due to the need to cover risks.

We need to be respond better, connect better, and do it faster.

Responding urgently and quickly to dreams and ideas, need not compromise checks and balance. However requires talent and organizational design that facilitates data being available live to quickly assess and forecast, and ways to connect better with teams and customers through technology and compelling content.

Let us discuss...

3 CORE CAPABILITIES

The capabilities required,

• Creative production of content (all forms of media). To make all things beautiful to the senses of stakeholders, customers and team.
• Technology enabled processes for efficiency; stripping of administrative bottle necks, real time accountability and data generation for faster decision making. The development of new ways to communicate messages and content.
• Learning and development talent and systems, for consistent team engagement, re-training, re-learning and innovation.

These 3 capabilities and the talent that can deliver them at quality, requires project management leadership to unify them, and convert high level business strategic objectives and dreams to reality. Integration is important. Creative and design thinking merging with technology expertise, data science, and professionals who can communicate to make team learn continuously.

• Creative design needed for training content to be effective and marketing messages to be fresh, and engage audiences.
• Technology to streamline the creation of real-time connection and relationships with customers. Responsiveness to demand and preferences.
• Technology enabled systems to bring learners and content closer together. Learning that is mobile, real-time and on demand. Learning infused with rich content to embrace varying learner types.
• Data on customers, team members, the business needs to stream at real time. To keep accountability and controls live, but also faster decision making and forecasting. Not after the fact decision making.

App Design on demand, collateral design on demand, fast internal process design, data on demand, and the many outputs required to keep with pace. Business that can churn out content, handle data and engage team in continuous learning will win. We know this. But are we truly organizing to give these capabilities priority focus.

Critical Question therefore:

Where are your resources invested in talent tools and time toward these capabilities?

CREATIVE - TECH - LEARNING

If I had a dream of a super team, it would have 3 persons who are at the highest level of competence in each of these 3, with supporting talent around them.For smaller companies this may need to be embodied in 1 person (may need to be you) and for larger organizations and scope, may need to be teams. But come what may they need to be in place.

I am personally doing a self-audit, and want to build further competence in each of the three capabilities, while ensuring enhancement of the unifying elements of leadership and project management. You can do this audit too. Organizations need to. Resilience depends on it.

HOSPITALITY- The Power of Connection

With all of these capabilities noted. What stands as universal and timeless is authentic human connection. The embracing of the skills and attitudes of Hospitality. Hospitality as a lifestyle. The skills of how to create connection on the front lines of human and emotional touch. The build of rapport for excellence in service, which leads to sustainable sales. Emotional muscles and intelligence. Hospitality to the teams that deliver, and thereby the customers. People Matter. Moments Matter. Touching of the senses matter.

There is customer service training, and there is leadership training, and there is sales training, but at the core requires immersion into Hospitality experiences and skills which allows the 3 to be powered up with authenticity, which is demanded by all. No PLASTIC leaderships, sales or customer service.

Organizations can power this up through training designed to build this muscle, it cannot be taught on slides.

Bring it all Together

As we seek to build and reform ourselves and an organization, in summary the elements that matter

1. Injection of the 3 core capabilities: Creative, Tech and Learning
2. Project Management Leadership to unify the 3 capabilities for quality implementation
3. Embracing of Hospitality as Lifestyle as a leadership value in engagement of team and customers

How are you aligned to these? What needs to change to re-prioritize the push on these 3.