because excellence is about balance

Objectives & Perceptions

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Written by Peter Razenberg

“Customer sophistication -Customers’ operating and purchasing behaviour is more global and sophisticated, increasing the complexity of their relationships and the specificity of their demands.”,  ManpowerGroup, World of work trends

The topics ‘Objectives’ and ‘Perceptions’ are the second paired opposite forces defined in the RPM business model. Where the topic ‘Objectives’ represents the specific goals of the business (i.e. Clear statement on what needs to be done by whom), the topic ‘Perceptions’ represents the way the organisation is perceived by internal and external stakeholders (i.e. by customer, market, shareholders, environment, employees). The two opposite business perspectives are equally important, where too much emphasis on ‘Objectives’ alone and too little on ‘Perceptions’ will lead to a state of; “We are not meeting customer and stakeholder expectations because we do not listen to them ”, where as too much emphasis on the topic ‘Perceptions’ and too little on ‘Objectives’ will lead to a state of; “We adjust our deliverables to whatever our customers and stakeholders require but our deliverables have become to expensive  as result”.