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.