Facilitators and Institutions Defined?

This is an excellent peice by “pragmatist” who blogs at   www.sdj-pragmatist.blogspot.com
” In essence, I’ve defined “facilitators” as organisations that exist to solve their own problems; and “institutions” as organisations that exist to solve their own problems at their customers‘ expense. To provide some more context, I’ve extracted the following characteristics that I believe mark an organisation as one or the other. I’m interested in any comments you have.


  • Exist to solve customers’ problems;
  • Do not presume to ‘own’ the relationship with people who use their products;
  • View the world through the eyes and experiences of people who use their products;
  • Are highly adaptable and responsive to criticism;
  • Interact well with users in open forums;
  • Work to simplify their products and users’ experience;
  • See users as the controllers of their relationship.


  • Exist to solve their own problems at the expense of ‘their customers’;
  • View the world through the lens of their own products (whether goods or services);
  • Resist criticism and change – believing that their own processes, judgement and publicity should prevail;
  • Impose their own views on staff and ‘their’ customers, top-down;
  • Run with the herd to retain competitive advantage;
  • Rely on cross-subsidies to distort the attractiveness of new products;
  • Mandate the use of their own add-on services;
  • Avoid addressing the impact of their activities on the wider world;
  • Regard themselves as controlling the relationship with users

About henry tapper

Founder of the Pension PlayPen,, partner of Stella, father of Olly . I am the Pension Plowman
This entry was posted in Management and tagged , , , , , , , . Bookmark the permalink.

1 Response to Facilitators and Institutions Defined?

  1. Pingback: Where is our competitive advantage? « theMarketSoul ©1999 – 2012

Leave a Reply