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| Obsolete Company Policy - A Story of Change! |
Remember, how several times, we follow tradition without really understanding its origins or purpose? Traditions, customs, superstitions, rituals and practices have a way of becoming obsolete and outdated if we forget their original purpose and do not make appropriate changes as times passes by. We see many examples in our families and faiths. With this backdrop, it is tempting to think that it can not happen to corporates. However, that is far from the truth. That is why it is important to constantly challenge current policies and procedures in line with changing times especially with reference to customer service. Otherwise, we may very well end up serving customers only through obsolete methods and systems when there are faster and delightful ways of delivering customer service. Here is one story that illustrates how outmoded practices can be counter-productive to established companies.
One of the oldest breweries in the country decided to install a new line for canning to enable the effective marketing of its products to the supermarket sector. It was a significant change for the company given that it was a medium size organisation. Hence, it invited the local dignitaries and staff to witness this major change. The attendance was quite strong on the day of inauguration of new canning line. All the formalities were completed including the successful switching on of the new canning line. After the inauguration, the relaxed guests got together in small groups and had drinks while enjoying the buffet. In one corner 3 men stood together and were discussing transport and distribution. These were the current distribution manager and 2 past employees who had served as managers earlier in the distribution department of the company who were quite senior and retired. Incidentally, the three men represented 3 generations of staff who had worked in distribution over a span of 50 years.
During the discussion on the distribution process, the serving manager shared the stress caused due to company distribution policy. The policy required that Long deliveries were to be made on Monday and Tuesday while Short deliveries were to be done on Fridays. The rest of the deliveries could be done on the remaining days of the week. He explained, “It’s so difficult to schedule things efficiently with such policy and new cans and high demands of super market.” The rest of the group nodded in agreement. One of the retired managers empathised, "It was the same in my days too. It always seemed strange to me that even if trucks returned early on Mondays, still those can’t be used on Tuesday for little runs because all local deliveries had to be done on Fridays..!!”
The senior most retired manager thought hard on that trying to recall the reason for the said policy. After a while, he smiled and said, "I think I remember now...” He said, “During World War II, fuel rationing was introduced. So, we stopped using trucks and went on to using horses. On Mondays, horses were well rested. Hence, they were taken for long deliveries. By Fridays, horses were so tired that they could only handle the short local drops.” After the origins of the company policy was recalled and revealed, it was understood by the company that the policy was thoroughly obsolete and not in synchrony with the times. Therefore, the company soon after amended its delivery policy once the new canning line opened.
➤ Life Lesson: Do not follow everything blindly. It is important to understand the origins and purpose of any practice to check if they are still valid with the present times or if they require changes to ensure they are in harmony with our times. What may have been relevant and useful in earlier times, may be counter-productive now.
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