The Performance Variability of
The Departments in the Value Chain
What is the impact on customer loyalty when the departments in your organization are misaligned with the value chain?
Horizontal alignment involves the processes that create what your customers value most. In order for you to achieve customer loyalty that means people working across various activities and functions. Success comes when they are all working on the right thing...your "main thing"!
| The graph below is a great example of misalignment when it comes to what your clients would value in a product/service provider.
Anything in the green circle would represent "best practices" that we would like to leverage throughout the organization. Senior Leadership (depicted by the green dots) feel that 4 key areas of the business outcomes being measured fall within the realm of best practices.
Unfortunately the managers and assistant managers don't agree and that creates a bottleneck to the delivery of great customer service.
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