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What the Consultant Asked Us to Change
When institutional habits become deeply entrenched across corporate departments, organizational leaders often struggle to identify the underlying causes of operational stagnation. Last spring, our logistics headquarters was experiencing severe shipment bottlenecks that had been eroding customer confidence for several months. In response, our board engaged an external management consultant to conduct an exhaustive diagnostic review. After shadowing our operations teams for two intensive weeks, the advisor convened an all-hands briefing to deliver her frank assessment.
The consultant began her presentation by asking whether our executive leadership recognized how severely fragmented our internal tracking procedures had become. She pointed out that client shipment inquiries were being handled across three incompatible software platforms, creating chaotic communication lapses. The auditor asked why inventory reconciliations were still being executed manually on spreadsheet templates that had originally been designed in 2012.