The business operates in silos

The classic problem of large organisations. People are focused on their own tasks, all carefully recorded as objectives, tracked as milestones, and rewarded in bonus, so that they become an end in themselves – and customer needs are forgotten.

Everyone can be diligently doing what’s expected of them – but that can result in a very disjointed customer experience, even though things may be wonderfully efficient within each function.

The danger sign efficiency is king.