Chapter 2: The Voice of the Customers

My assignment at Save the Children is to put a strategic edge on their agency dashboard that improves decision making capacity at the senior level.


I've begun a series of interviews to understand what's working and where improvement could be made.  There are several stakeholder groups: the board, senior leaders, direct reports to senior leaders, and dashboard contacts. Though each stakeholder group brings a different perspective, they all have a vested interest in a creating a strategic dashboard that helps accelerate the reach and impact of programs for children in need.


Within the first few interviews, it is clear that any change to the dashboard will require the support of all the stakeholder groups. To get their support, I will need to understand their diverse values, concerns and aspirations. Time to take put my organizational research "hat" on the side and wear on my  organizational development t-shirt from the GSK Accelerated Development program.