Thursday, August 6, 2009

CI is not passive

CI is never primarily about responding. That happens when inexperience and disrespect happens. Now I understand you can't always choose your job. Sometime you get appointed. But if CI is going to be about responding, move on asap. CI is about figuring out what is important to the success of your organization and steadfastly and ingeniously delivering it.

You must find the critical knowledge gaps and fill them no matter what. Instant customer satisfaction and repeat business follow. That's why CI is best done by people with longer term multi-functional industry experience and networks.

I never understand it when folks with only a couple of years experience in an industry and only one business and/or function are appointed. What am I missing?

My first CI boss, a senior manager at a Fortune 100 company, said "Go out and help the business and if you aren't do something else"...what a great description of CI. He wanted action not dusty reports.

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