After several weeks of starting a new work experience, the fourth of my life, I called the Commercial Manager with an open phone so that my operations manager could listen, he asked: Ricardo, you have spoken to me many times about the After Sales problem. Can you tell me? What is the problem of the After Sales?
The answer was totally inaccurate, however it did not surprise me because I did not know at that point of my new experience what was THE problem of After Sales.
Until that moment, THE after sales problem was rooted in two operations coordinators who apparently were not the culprits.
Weeks passed and THE post-sale problem did not appear. All bets that the solution is in my hands, but it is not like that yet.
Analysis after analysis, whiteboard, colored pencils, conversations with stakeholders and clients. The problem does not appear.
As the analyzes progressed with different people in the organization, many problems appeared and every day more problems, all different, I was totally disoriented.
After listening to several conversations of analysis I realized that there was a phrase widely used by several of those involved in THE problem, this phrase was "IT IS A SHOCK" with some variations, such as the following "THIS IS A THEME". However, no solutions or actions were proposed to address the TEMAZO. Life went on within the problem, Post-sale was still a problem.
Finally, meditating on the appearance of many problems and of EL TEMAZO, I understood what was the reason for not discovering THE problem. THE problem DID NOT EXIST as the organization tried to discover it, it was not one, there were and currently there are many… if many.
Perfecting my reflection, I related it to a postulate of the Swedish writers Kjell Nordström and Jonas Ridderstrale that in their book Funky Bussines (www.funkybusiness.com/) they indicate that a good way to analyze situations is to lose their average, what we all looked at was the average of the problems that was observed as ONE only.
The problem was always that we were looking for something that did not exist, THE problem does not exist, there are hundreds of problems. Every time we thought that the problem was detected, we implemented ONE solution. Now we see that obviously THE solution would never have been possible.
My colleagues are engineers, technicians, managers and bosses, all with many years of experience.
I have a feeling that they still do not fully share my new position. There is NO After Sales problem, there are many problems therefore… many solutions.
Since that interesting day we have discovered many problems and many solutions have been implemented that have been efficient showing the improvement of the After Sales.
The previous story is real and current, the position of my colleagues is real and the discovery of hundreds of problems and the appearance of an equivalent number of solutions is also real, however it worries me to think that in most of the organizations that I know about the situation It is the same, the search for THE problem being one of the main reasons for stagnation or poor development and creation of solutions.
I feel that it is my obligation as an Engineer and administrator inserted in the After Sales industry to transmit this experience to the greatest number of people, Engineers, Managers, leaders and administrators, I have no doubt that whoever uses my reflection will find in it a vision of great help to face the problem that is pursuing today…
