How can you survive in a VUCA environment? by Phillip W Duff

What is VUCA,you ask? A term originating in the U.S. military, it describes an environment characterized by constant Volatility, Uncertainty, Complexity and Ambiguity.
Well the military has been training people to do this since its inception since war is all of these things. The collection industry is currently in a VUCA environment;  there is lots of volatility, uncertainty, complexity and ambiguity in the current regulations and how they apply to the average collection agency or collection law firm.
Volatility has always existed in the collections industry, the numbers have always fluctuated, the volume has always changed and the liquidation is often as up and down as a ________
Uncertainty is the word of the day when you add the CFPB into the mix.  If we all know what the regulators were going to do, we would all feel much better.
Complexity has existed in this industry since the FDCPA was created and is more complex than ever with regulations like TCPA.
Ambiguity is shown by the regulators on the ARM industry as a whole.
So how do you survive in a VUCA environment? You plan, you strategize, you look forward to the future instead of looking backwards to the past. You must be able to move past the volatility, uncertainty, complexity, and ambiguity to find success in the ARM industry today.
First, you plan for the uncertainty and complexity, the volatility and the ambiguity.  You expect it, you embrace it, you use it to your advantage.
When changes happen in any industry, most business owners freeze and wait to see what’s going to happen. In order to get ahead in business you’ve got to leap forward while others stay where they are.  By looking forward instead of looking around you will find success before the competition has figured out what has happened.
The key is constant forward movement yes there are roadblocks yes there will be difficulties but we have to constantly look forward and use our past to get over the roadblocks to success.
If you’re having trouble finding success contact Lighthouse Consulting at

Phillip W. Duff

Phillip W. Duff the Founder of Lighthouse Consulting was trained in Six Sigma while working for Bombardier Capital in 2001, and is highly successful helping organizations improve their processes using the Six Sigma methodology. Mr. Duff has consulted with numerous companies over the last 10 years and has shown the ability to enact cultural change in a company. He has also initiated programs proven to drive positive revenue growth both as an employee and a consultant. His focus is to help CEO’s with a focus on growth. His knowledge of technology and background in debt collections have combined to help companies automate processes and identify which processes provide profits. Mr. Duff has also developed a unique process of initiating cultural change as a part of developing a revenue-driven atmosphere in a variety of formats. This unique philosophy and technique are unseen to date. His substantial experience in the collection industry, Six Sigma core competency and extensive industry relationships can provide you and your team a matchless perspective into your accounts receivable business or any business strategy.

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