Building Dependability Inc- Predictable and constant, but not boring

Dependability savvy executives see the world differently.

They know that their ultimate challenge is to build their own “Dependability Inc”-- an organization that is more “marriageable” than the rest. This means they must practice the subtle art of being of being predictable and constant without being boring.

While the concept is disarmingly sensible, they know that building their own Dependability Inc will require determined work in four areas:

• The brand promise and the experience that goes with it
• Promises made and received from partners up and down the supply chain
• Promises made and kept with customers
• Making sure staff do what they say they will with other staff- internal reliability

Promises management in these four areas is literally a two handed balancing act:

• On the one hand, making all sorts of promises, that compare favorably to the competition, meet market expectations, yet don’t go too far by going beyond capabilities
• On the other, keeping those promises and reinforcing the brand without over delivering.