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I
am fortunate to be a part of our Communication Committee. In a nutshell, half
the participants (who are all supervisors or managers of each department
represented at the corporate office) don't share the same enthusiasm of making a
difference as some of us do.
We recently had a meeting where the president sat in and many of our ideas were shot down. Needless to say some of the committee members have become gun shy to share their thoughts. Senior management does not think the committee is tackling important issues and may demolish the committee if we don't come up with "acceptable" issues.
Personally I don't think this committee can make a difference because we don't respect each other and we keep skirting around the real issues at hand (which are tied to Senior Management.) The chairperson slated an agenda and Customer Service was on the list.
My suggestion would be to start within the company. Perhaps do a survey of each department which would be analyzed by a third party. Do you think this would help us recognize our problems and open senior management's eyes to what's really going on in the company. What other suggestions can you give to measure how we are treating our own customers within our departments? And after we recognize these problems how do we take the first steps to correct them? I am getting frustrated from being surrounded by people that don't care.
Signed,
Committee Of One
Dear
Committee:
Your note includes contradictory language: "fortunate to be a part of" argues against "personally, I don't think the committee can make a difference." This is to suggest you are discouraged. The chair of your committee has posted customer service on its agenda. So go with that. Rather than switch its focus to service to internal customers, work with the chair's target which most probably is external customers. Start small. Seek how one or two work groups that deal with customers might determine how they might meet customer needs more quickly, more accurately, more cheaply.
Communication is vital in learning if customers needs are being met quickly, accurately, cheaply. Customer focus groups can help you learn what they need, what are their problems, and what are their suggestions for cutting costs, for just in time delivery of goods and service, and what really makes them happy.
Committees do not become enthusiastic until one or two within them are can do members. And remember that committees that are not natural work groups have the job of selling what they dream up. If their proposals are not seen as really solving a hurt or making the organization look good, they won't sell.
Finally, don't become discouraged if your committee is killed. It is better to get out than to remain frustrated. Then invest your energy in helping your own work group make a difference. Will you keep us posted?
You and I working together give meaning to WEGO.
Bill Gorden