By Michael Tatham Jr., President, The Tatham Group
I started working in the company at what I thought was the lowest level – producing training materials and processing customer orders. What I learned in this role were the key components to the success of any company: there is no role more important than one that services the customer, the more simple a process is the more elegant and everyone plays a critical part if the company is integrated.
More importantly, I learned the critical success factor for our company over the past forty years: our human nature leads us toward complexity. It is the desire to please, challenge or prove worthiness; the creation of rules, roles and processes to make ourselves feel special; the fear of losing control that creates a convoluted path to the customer receiving what they need; inability to accept and admit failure in order to learn from it; and many more. Since birth our environment has reinforced these behaviors making it difficult for us to change to an environment of success that requires less resources to maintain.
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