In most organizations, there is a culture of repetition…
Sometimes organizations try to be very efficient and have excellent procedures for customer service but when a change is made with good intentions by one department without considering the customer experience, chaos and dissatisfaction can result.
One department makes a change which will increase its efficiency but fails to consider what the change will do to other departments or the organization as a whole. This what we call “silo thinking”. What is needed instead is what is called “systems thinking”.
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