The Squawk Point

Organisational Mechanics

  • Home
  • Blog
    • People
    • Data
    • Process
    • Wild Cards
    • Index
  • Podcast
  • Book

Congruence

12 July, 2010 by James Lawther Leave a Comment

Have you ever walked in to a hotel room to find all the lights switched on, with the legend “Welcome to our hotel Mr Smith” writ large all over the gently humming TV.

The intention is to give you a warm welcome, never mind all the wasted power.

Yet the same hotel will ask you to leave your towels on the side of the bath so saving energy and unnecessary chemicals.  It is good for the environment.

How is that for mixed messages?

If the hotel chain focused on thing, creating a warm welcome, or another, reducing its environmental foot print, how successful could it be?

Imagine what your business could do if it was congruent in its approach, rather than trying to respond to mixed management messages.

What would your customers think?

Image by Nick Stanbridge

Filed Under: Blog, Process Improvement Tagged With: clarity, mixed messages, purpose

About the Author

James Lawther
James Lawther

James Lawther is a middle-aged, middle manager.

To reach this highly elevated position he has worked in numerous industries, from supermarket retailing to tax collecting.  He has had several operational roles, including running the night shift in a frozen pea packing factory and carrying out operational research for a credit card company.

As you can see from his C.V. he has either a wealth of experience or is incapable of holding down a job.  If the latter is true this post isn’t worth a minute of your attention.

Unfortunately, the only way to find out is to read it and decide for yourself.

www.squawkpoint.com/

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Explore

accountability assumptions beliefs best practice blame bureaucracy capability clarity command and control communication complexity continuous improvement cost saving culture customer focus data is not information decisions employee performance measures empowerment error proofing fessing up gemba human nature incentives information technology innovation key performance indicators learning management style measurement motivation performance management poor service process control purpose reinforcing behaviour service design silo management systems thinking targets teamwork test and learn trust video waste

Receive Posts by e-Mail

Get the next post delivered straight to your inbox

Creative Commons

This information from The Squawk Point is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.
Creative Commons Licence
Customer Experience Update

Try This:

  • Circles of Influence: Do You Want Your Team Flexing Their’s?

  • Should You Punish Mistakes?

  • Fish Bone Diagrams – Helpful or Not?

  • Does the Janitor Own your Processes?

Connect

  • E-mail
  • LinkedIn
  • RSS
  • YouTube
  • Cookies
  • Contact Me

Copyright © 2025 · Enterprise Pro on Genesis Framework · WordPress · Log in