One organization hired a new global head of customer service. Unfortunately the division managers thought they were in charge of customer service for their divisions and did everything they possibly could to undermine the new global head – successfully.
Issue.
The issue is the lack of alignment of key stakeholders, particularly peers, around the responsibilities and inter-dependencies of the new role.
Suggestion
Our suggestion is to make sure key stakeholders are aligned – before starting recruiting. Hiring managers should craft a Total Onboarding Program and get key stakeholders aligned to all aspects of it in advance.
This is one of the issues dealt with in our new book: Onboarding – How to Get Your New Employees Up to Speed in Half the Time (Bradt and Vonnegut, Wiley 2009)
George Bradt – PrimeGenesis Executive Onboarding and Transition Acceleration
