Tuesday, October 25, 2011

Process vs Program - Part 1

Last night while working working on a plan for a client I needed to get some idea of real estate prices and places available in a certain location.

I goggled "real estate" and the name of the area. I got a nice display of real estate agents. About 30 of them. Each had their logo displayed.

I selected the one in the upper left hand corner and then connected to that agent's website. I learned that this agent was the best for a variety of reasons.

For action I could email them or I could call them during office hours.

With some effort I found a small link that led me to some listings. I found what I was looking for!

These agents, through their association, emphasize process. A buyer wants a program.

I remember a cartoon with the wife on the phone. The husband is sitting in a chair, obviously in physical distress. "The doctor is on vacation for three weeks but we can visit his website."

Too often a process is used when a program is needed and a program is used when a process is needed.

Money can be saved when the correct solution is used. Non-owner management often chooses the wrong way to avoid responsibility. The result is poor customer service due to literal interpretations of policy or losses due to lack of an effective and efficient process.

David Sneed

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