Herding Cats

In a post on LinkedIn yesterday, somebody asked a very poignant question.

How do you intend to improve your organization in 2012?

It is been my experience that a lack of communication between departments is something that can be it improved upon at every company.
It seems that I have been on every side of the equation. I have worked in sales, credit, collections, accounting and operations. As I can tell you that each division faces their own unique challenges. Sales and credit. We usually bicker like a bunch of siblings while collections is usually complaining about the bad accounts that credit has approved. I have found that by creating a common forum of communication, that the complaining and bickering become less visceral. The credit Department can explain why they approved or declined certain transactions while sales can see the frustrations that portfolio servicing and collections are dealing with. Sometimes the end user will snowball the sales rep by not providing accurate information. Thus, skewing the sales reps perception. It is also possible that all of the transaction information is not being communicated to the credit Department. Thus, causing the appearance of an overly strict credit policy.

Many times, collections and accounting are trying to clean up after the fact, especially, when there is a breakdown in communication between credit and sales and, collections and operations. I have spent many years trying to herd cats and facilitating communication between the departments. If a strong environment, encouraging communication can be developed, it will allow each segment the opportunity to be a balance part of the whole company. It will allow your company to react to industry changes that, contrary to popular belief it servicing and collections well before it hits sales or credit.
I would recommend the following:

• Have a strict interdepartmental communication policy. And enforce it.
• Create and foster an environment of open communication.
• Create a forum for positive communication. Don't let this form turn into a bitch session.
• Every department should feel as if they are contributing towards larger good of the company.
• Cleanse your organization of poisonous fruit.
• Develop an educational plan for your entire staff. Cross training is great but only if it is routinely followed up on.
• Create an empowering environment. Let your staff know that their opinions matter and carry weight in your decision-making process. Even if at times they do not.
• Enjoy the gifts and talents of your fellow coworkers. Look for the good in everybody, instead of complaining about the negative aspects of their personalities.
• Believe in your organization. If you cannot stand behind your organization and management, it's time to leave.
• Be good to yourself. Everybody screws up. Admit it, correct it and move on.

Thank you for letting me rant on the subject that I hold very close. I have seen the lack of communication destroyed companies from within. And the most devastating aspect of this is, that most of the time, the organization doesn't realize what's happening until its foundation begins to crumble.