Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does for and to the customer. Customers are lost in the handoffs between your departments and you lose sight of them when they fall in the cracks between the silos.
One of the hardest skills is for the company to learn how to work cross-functionally.
Silos need to make cross-functional collaboration a part of all they do to ensure that the handoffs across the organization are executed for optimum customer interactions. This will seem to slow people down. They will feel frustrated that they can’t own the entire job as they did in the past.
As a leader, you’ll need to ask the questions constantly about whether people are engaging in this important collaboration. You have to ask regularly about the customer touch points that are affected and question if they were all thought through. And you’ll need to figure out a way to motivate teams of people across the organization to pull in the same direction. This will challenge even the way you meet with the leaders of the functional areas. You’ll need to be thinking about the handoffs they affect, not just the function they perform.