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Do you work for an institution or a facilitator?

Written by AKA The Pragmatist Monday, 13 February 2012 22:02
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Taken from Simon Deane-John's ever excellent Pragmatist blog ...

Facilitators and Institutions Defined?

A theme that has emerged quite strongly in this blog (as discussed in Chapter 2 of Lipstick On a Pig) is the distinction between facilitators and institutions. In essence, I've defined "facilitators" as organisations that exist to solve their customers problems rather than their own; and "institutions" as organisations that exist to solve their own problems at their customers' expense. To provide some more context, I've extracted the following characteristics that I believe mark an organisation as one or the other. I'm interested in any comments you have.

Facilitators:
  • Exist to solve customers’ problems;
  • Do not presume to 'own' the relationship with people who use their products;
  • View the world through the eyes and experiences of people who use their products;
  • Are highly adaptable and responsive to criticism;
  • See uniqueness, change and adaptability as a source of competitive advantage;
  • Interact well with users in open forums;
  • Work to simplify their products and users' experience;
  • See users as the controllers of their relationship.

Institutions:
  • Exist to solve their own problems at the expense of 'their customers';
  • View the world through the lens of their own products (whether goods or services);
  • Resist criticism and change – believing that their own processes, judgement and publicity should prevail;
  • Impose their own views on staff and 'their' customers, top-down;
  • Run with the herd to retain competitive advantage;
  • Rely on cross-subsidies to distort the attractiveness of new products;
  • Mandate the use of their own add-on services;
  • Avoid addressing the impact of their activities on the wider world;
  • Regard themselves as controlling the relationship with users.


So which side are you on?

Last modified on Friday, 17 February 2012 07:51

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