Tag Archives: CX

Beliefs and Assumptions – How Damaging?

 

All too often, I hear the use of statistics like the clip from Anchorman (above).  People don’t quote percentages too often, but they do say things similar to, “most of our customers like . . .” or “that happens . . . all the time.”  The problem is what follows.  I have witnessed multi-million dollar IT and management decisions based on nothing more than a claim.  I am often assured that the claim came from a “good source.”

I do not believe that organizations do enough to challenge the beliefs and assumptions where decisions are made.  The skeptics often succumb to the hierarchy – meaning if the source of the belief or assumption is up the chain of command it can’t be questioned.

It’s funny to me that people get challenged on things like their expenses, but not on operational decisions of much greater magnitude.  Some degree of due diligence would seem to be appropriate.

Conversely, it seems silly to me that those conducting a due diligence will quote ROI numbers for new lines or IT.  Then, proceed to roll-out a large project without even a small scale pilot.

You see all projects and decisions are based in assumptions and beliefs.  Some we pick up from other people, companies, articles, etc. and others from internal sources of “authority.”  Assumptions and beliefs make up our world as we know it.  We just need to be aware of what they are and test them against reality.  You never get a full answer, but you do gain knowledge when you test things first.

The question is, “What are the beliefs and assumptions that went into your last strategic plan, project plan or decision?”  You should have a list of what they were when you made the decision or even better make the list AS you deliberate the next plan or project.  Test it on a small scale and then make a decision.  This is scientific method.

Take a look at your organization as your customers see it –  our 4-day workshop has been called “an awakening experience.”  You will understand the customer view of your organization and take inventory of the assumptions, beliefs and perspectives that drive performance.  Tripp Babbitt is a service design architect and organizational futurist.  His company helps service organizations understand future trends, culture and customer.  The 95 Method designs organizations to improve the comprehensive customer experience while improving culture and management effectiveness.  Read his column at Quality Digest and his articles for CustomermanagementIQ.comReach him on Twitter at www.twitter.com/TriBabbitt or LinkedIn at www.linkedin.com/in/trippbabbitt.

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