Page 12 - August 2022 CW Magazine

Thinking From

the Outside In

By Lisa L. Levy

I start my work with new client’s by asking them to
show me what they do. Some show me process
flows, others talk me through the work and
sometimes we go to observe work in real-time. This
interaction starts with 12 people challenged to
improve customer satisfaction and their overall
effectiveness.

I ask them to show me their process. Carol, the
senior leader, proudly hands me a beautiful one-
page brochure; it has four milestones and represents
a sixteen-week timeline. I ask the group if the
brochure reflects reality. Horrified, the 11 team
leads silently, shake their heads… NO.

Every leader has a very detailed process flow
demonstrating how they do work. None of the
documentation shows the customer experience. The
timeline is totally optimistic marketing fluff, it
realistically takes twenty-weeks.

THE CONTEMPORARY WOMAN MAGAZINE www.thecontemporarywoman.com I 12