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<p class="MsoNormal" style="line-height: normal;"><span
style="font-size: 14pt; font-family: "Times New Roman","serif";">Hello
All<br>
<br>
Here is an item you may also find fascinating. * <span style=""> </span>It's
about 'reorganising your business around your customers’.<span style="">
</span>Something
which the interviewee claims most businesses don't have any real notion
of how to do.<br>
</span></p>
<p class="MsoNormal" style="line-height: normal;"><span
style="font-size: 14pt; font-family: "Times New Roman","serif";"><br>
And that doing this more effectively is vital to the future of the
company. It's not an option. <o:p></o:p></span></p>
<p class="MsoNormal" style="line-height: normal;"><span
style="font-size: 14pt; font-family: "Times New Roman","serif";">The
point is made that in order to have an effective and respectful
relationship with customers there has to be a different way of
interacting between people within the company, particularly across
‘silos.’ <o:p></o:p></span></p>
<p class="MsoNormal" style="line-height: normal;"><span
style="font-size: 14pt; font-family: "Times New Roman","serif";">I
remember well Chris Schoch - an
American in Paris – reporting at the 1998 OSonOS in Monterey in
California on a
thousand person Open Space that he had helped set up for a large
electronics
company. This was to enable the company to project what the next few
years may
hold for them. <o:p></o:p></span></p>
<p class="MsoNormal" style="line-height: normal;"><span
style="font-size: 14pt; font-family: "Times New Roman","serif";">Included
in the invitees were their major
customers. <o:p></o:p></span></p>
<p class="MsoNormal" style="line-height: normal;"><span
style="font-size: 14pt; font-family: "Times New Roman","serif";">Chris
told me later that the project
had come to naught as once the champion behind the OS enterprise
retired the
silos were quickly re-erected by middle and lower level managers. Is
this right
Chris? If you are still ‘about.’ <o:p></o:p></span></p>
<p class="MsoNormal" style="line-height: normal;"><span
style="font-size: 14pt; font-family: "Times New Roman","serif";">We
have a process which is tailor
made to assist people to experience what different ways of connecting
across sectors feels like. And to pose the
question, ‘Is there any way apart from OST which could enable us to
achieve
the cultural transformation critical to achieve this?’ <o:p></o:p></span></p>
<p class="MsoNormal" style="line-height: normal;"><span
style="font-size: 14pt; font-family: "Times New Roman","serif";">Are
there stories of this happening?
<br>
<br>
* It's a BBC World Service program, available as a podcast. <br>
</span></p>
<h3>Latest episode on BBC iPlayer</h3>
<a
href="http://search.bbc.co.uk/click/p/1/ds/pkg_tvradio/t/Global%2520Business/id/17231391329110127105401723991149000/sp/ba63f2f6204199b5a8d53fd0d08ea011/-/http%253a%252f%252fwww%252ebbc%252eco%252euk%252fiplayer%252fepisode%252fp006xzwy%252fGlobal%255fBusiness%255fCustomer%255fService%252f">
<em class="searchterm">Global</em> <em class="searchterm">Business</em><br>
<span class="subtitle"> Customer Service </span> </a>
<p class="abstract"> This week Peter Day finds out how <em
class="searchterm">businesses</em> can grow by looking to their
customers more. </p>
<div class="datestamp"> BBC World Service, broadcast on 6 Apr 2010 </div>
<p class="MsoNormal" style="line-height: normal;"><span
style="font-size: 14pt; font-family: "Times New Roman","serif";">What
you may wish
to do is listen to the first and last 5 minutes to check if this could
be worth
taking further.<br>
<br>
<a
href="http://search.bbc.co.uk/search?go=homepage&scope=all&q=global+business&Search=Search"><span
style="color: blue;">http://search.bbc.co.uk/search?go=homepage&scope=all&q=global+business&Search=Search</span></a><br>
<br>
Go well<br>
<br>
Alan<br>
Hong Kong<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 14pt; line-height: 115%;"><o:p> </o:p></span></p>
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