I feel we are about to enter a new area of Openness. How are you responding to that? How are you using those opportunities in day-to-day practice? Are you catching that train on time?
At Westbury we’re entering a new stage of Openness by means of Yammer. We use it for expressing feelings, ideas, vision, and performance and to just celebrate victories internally at this first stage. It will prepare us using this culture of Openness for the next stage in which we will be sharing with our allies outside our organization (partners, customers, industry specialists …). Openness provides new opportunities of idea generation, vision commitment breaking through all hierarchical settings and it (will) attracts customers, partners and talent. Some regions like Australia show where we are headed. And it’s more and more influencing fields of expertise like communication, leadership, competitive advantage, idea generation … Just notice the headlines and different articles.
On the other hand window-dressing seems almost normal behavior in the world of finance (products, financial stability …). Don’t we all know the examples by now? In an other field like IT Service Management we often notice the same kind narrowness and fear to share figures and ideas on the performance of processes and units. It’s a heavy burden for those involved and they often strangle with new improvement initiatives (processes, products, services) which in the end should lead to new competitive advantages. It results in static, nothing saying reports instead of reports being information drivers for improvement and idea generation to get there.
It’s difficult to move forward. Sometimes it seems we need a crisis and new social developments to open our eyes to really start providing data en stages to discuss these problems and data into the Openness.
How to start in the field of service management? Ask questions and provide openness. I think it’s just as simple as that. Questions like: Are our reports really reflecting the correct picture? Are we providing the right data at this moment? What does that data actually say? And if we compare this with other data, what does it mean to us and our customers? And discuss those kinds of questions with managers, colleagues and customers. Perhaps by using network tools like Yammer?
Be aware that we can’t keep up window-dressing taking into account that more and more real improvements and authenticity are counting in this world within the social context in which more and more of your performance, data and comments on your organization will be available and free accessible on the Internet (benchmark sites or sites like http://www.glassdoor.com/index.htm).
Are you prepared to clean the window and share your lights?
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