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Contact reduction and BHAG

Contact Reduction projects require buy-in for investigation and action.

There should be buy-in at the kick-off meeting, but also when:

  • The KPIs of 1 department suffer for the greater good.
  • The PoC doesn’t deliver groundbreaking changes.
  • Scarce resources are needed.
  • Contact Reduction projects supersede other priorities

==> contact reduction requires the “black magic” of long term cross departmental collaboration. Stated differently: success in contact/friction reduction is a Big Hairy Audacious Goal (BHAG). Not every organisation can handle a BHAG.

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