The strategy is actually a set of structural changes that have to be made to the relationships that cause the future to be different than the past. There is a also a video
for this insight which is a component of the Effective Problem Solving Course
The strategy is actually a set of structural changes that have to be made by the stakeholders to create patterns of behavior which move the situation in the direction of the ideal alternative.
- Policy for no resource raiding - Good for support though not for the rest of the organization
- Expand Support’s responsibility - Hire more people so there is excess resources in Support for other organizations to raid. Support is responsible for Customer Support and Qualified Resource Availability
- Migrate to self-service support - The organization has to let go of the idea that it is solely responsible for providing support
- Engineer support requirements out of the products - Provide information back to engineering as to what aspects of the product are responsible for the greatest demand on Support
- Integrate Customers into support system - The organization has to let go of the idea that it is solely responsible for providing support
So what's the appropriate strategy for the organization?
All of them of course though appropriately sequenced to allow for funding and staffing at levels that will enable them to be successful.
While almost everyone loves to buy, almost no one likes to be sold. The strategy has to be discovered by the stakeholders and they have to own the implementation plan if it is to have any chance of being successful. Resistance is futile!