Emergence of excellence

Photo by scalespeeder

Two separate sources talked about the same issue today. Designing the conditions for success.

In planet money, the weekly podcast discussed the issue of job creation. The conclusion, job creation is not about one act of leadership. It is not necessarily about raising taxes (which could work) or lowering taxes (which could also work). It is about creating the optimal conditions in which jobs emerge.

Seth Godin discusses a different issue all together but so similar: customer service. Godin explains that it is not only about the person who actually provides the service, but actually many times, about how the environment was designed:

Too often, we blame bad service on the people who actually deliver the service. Sometimes (often) it’s not their fault. Sadly, the complaints rarely make it as far as the overpaid (or possibly overworked) executive who made the bad design decision in the first place. It’s the architecture of service that makes the phone ring and that makes customers leave.

And I ask you, as a manager, what are you doing to design an environment which enables emergence of excellence? Are you focusing on the conditions that support success? Why not?

Elad

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