Re: Hot and Cold CRM
AAdamski_at_aol.com
Mon, 8 Feb 1999 11:16:24 EST
Greg:
Just a quick note regarding your experiences with a "successful program doomed
for failure." James Reason in his latest text (Managing the Risks of
Organizational Accidents) has a wonderful explanation that coincides with what
you expressed. He depicts two figures based on the concepts of "production
(the organizations output) and protection (the organization's defenses).
Additionally he speaks of the tendency of an organization to weaken its
defenses because of the "unrocked boat" effect. The unrocked boat is
synonymous with your example of no accidents. If you haven't read it yet,
please do. It's a good read!
Tony A.