I have previously blogged about a number of approaches to assessing a team’s readiness for change, including the 7-S framework and the arenas of change approach, but today I thought I would explain a less well known approach – the “moments of truth” assessment.
Actually I made it up so it is not too well understood outside of my own loungeroom. The approach is essentially the same as the 7-S style of assessing the interaction of the multiple systems, skills, stucture and other elements of the team’s whole ecosystem. But this is a little different because we start by looking at when (and why) the team’s internal or external customers interact with it. Then we assess the team’s ability to support those interactions.
Moment of truth(n) a moment when a person or thing is put to the test
Collins English Dictionary as quoted at www.thefreedictionary.com
Any interaction with a client is “a moment of truth” for the team. It tests the connection between the team’s value proposition, strategy, implementation, staff, skills and systems and it generates the experience that lasts in the customer’s memory until he or she interacts with the team again.
A “moments of truth analysis” therefore starts by identifying the interactions a team has with its customers, stakeholders and potentially vendors.
