Wissam Adib
Coaching for Change

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On Change

The problem is not the problem

The Finance Department has a process for procurement that ensures we get the right service for the best price. The only problem is, nobody ever follows this process (this isn't really the problem), and they've asked the CEO to intervene.

Nobody follows the process because the purchase request is filed late. The problem is that management makes last minute decisions about the service they want to buy (this isn't the problem either).

Management makes last minute decisions because the scope of work is constantly changing. The problem is management bends over backwards to please customers (you guessed it, not the problem).

Management bends over backwards to please customers because the company prides itself at having excellent customers service (bingo!).

And that's why nobody will ever follow the procurement process.

The first problem is never the problem, it's just the symptom.

 

Wissam Adib