Better or Worse  - Blair McPherson

You have worn glasses for years and over time your eyesight changes. The biannual visit to the optician measures how much change. As you study the eye chart the optician replaces one lens with another each time saying,” Better or worse?”  It becomes increasingly difficult to say. 

 

Organisations change but for those within it can be a gradual process that they hardly notice day to day. But it has changed. The change can be seen more clearly through an audit or inspection. Now we must decide whether it’s Better or Worse”. 

 

In the eyes of different participants- senior managers, the average employee, the customer, changes may be viewed positively or negatively. Whilst senior managers may see greater efficiency, improved performance and increased flexibility, employees may see job insecurity, a deterioration in terms and conditions of employment, fewer promotion opportunities and a less safe work place. The customer’s view may be technology has made it easier to access services or find the call centre based in India makes it harder to be understood.

 

 Future technology will result in smart glasses with integrate AI into frames and lenses changing the way we see the world in much the same way smart phones have. And will result in changes in behaviour and unintended consequences. Like wise the the increased use of AI in organisations will provide benefits but will also change behaviour in ways we can not yet see. 

 

A eye test has many similarities to measuring change in an organisation. An eye exam involves more than just reading a chart it also checks the health of the eye's internal structures to detect underlying conditions like glaucoma or diabetes. Similarly measuring the health of a organisation involves more than looking at KPI’s for example focus groups, employee surveys , service user feedback , exit interviews reveal deeper, underlying cultural issues.

 

The eye test aims to identify the right lenses to provide the patient with clear vision. Just as a clear vision of the future is essential for an organisation success. 

 

Blair McPherson former director author and blogger www.blairmcpherson.co.uk