Dinesh DivekarDear Komal,
I was associated with a restaurant chain. These restaurants were standalone and equivalent to the restaurants of the 3-star hotel. During my association with them, they were raising the eleventh restaurant.
Since they had the experience of raising ten restaurants, possibly one may feel that their work might have gone smoothly. No. The things were contrary. The project team was stressed a lot. They used to work well past midnight. Occasionally they use to have a fight with the finance department or operations department. Sometimes they use to cross their swords with the marketing department on how to do the pre-opening publicity. Overall, the senior officials working in the H. O. were also scrambling around. Somehow the restaurant was opened and everybody heaved a sigh of relief.
I once conducted a training programme on "Contract Management" for a company in Noida. The company was 35 years old and was listed on BSE. Nevertheless, they had never made a contract management plan. Neither they had maintained statistics on how many contracts had a cost overrun or time overrun. There was no study to speak of on managing contracts as such. Most of the personnel working in the contract department were stressed.
Your query talks about "collective learning in the technical area with an objective to avoid duplication of efforts, to capitalize on the collective learnings and lessons learned, to share the best practices and technical expertise available across the businesses". All this is possible provided the top leadership has faith in an organised way of working or a structured way of working. Those who don't have faith end up scrambling as mentioned in the above two examples.
Nevertheless, many companies are well-organised and they maintain meticulous records on customer dissatisfaction, problems encountered in the projects etc. The records help them in developing the organisational memory. By harnessing this memory customer satisfaction is improved, the errors are minimised and the cost of operations also reduced.
From India, Bangalore
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