Weeding out Fatal Inaction

Abstract

Fatal Inaction — the antithesis of Total Action — is revealed by failure with the customer. It can be seen in intense activities which have no relationship to an organisation’s performance with that customer. Many [if not most] organisations have distanced themselves from the customer. Over time they have fragmented into discrete specialist functions and departments to manage, maintain and develop their operations. These departments develop around themselves highly complex and rigid processes and systems. In due course they begin to perceive themselves as businesses in their own right — an error today’s ‘business unit’ focus simply magnifies.