Process

Your internal value-chain is the cross-functional process that is essential to becoming and being a customer-centric business. These articles explore what you can do to pivot away from corporate silos to self-directing small teams who know where they feature in the value-chain and what their commitments are as part of that customer-centric focus.

Complicated, complex and chaotic

Complicated, complex and chaotic

We live in an uncertain world and often lack alignment or agreement on matters. As staff become empowered to self-direct and make decisions, Leaders can take comfort that their staff have some guidance on an appropriate decision-making approach relevant to the complexity of the situation.

Data-driven personalisation

Data-driven personalisation

Data-driven personalisation is a key area of growth for marketeers, knowing enough about someone to be able to deliver a relevant message to them at the right time - a world away from generalised broadcast mailshots.

Root Cause Analysis

Root Cause Analysis

Root cause analysis is the discipline of investigating the underlying reason why problems occur so that an appropriate solution may be found. Responding to challenges as they occur is important, but it is good management practice, and cost-beneficial, to ask why they happen and proactively resolve.

Embracing chaos

Embracing chaos

We must recognise that despite our desire to control everything, we cannot. Simple principles can allow complex and dynamic situations to be managed successfully. By giving your staff autonomy to make decisions, backed up by tried and tested rules of thumb they will succeed where controls fail.

Project to Product Transformation

Project to Product Transformation

Companies must pivot from a project-dominant model to one that builds products. One in which finite timing, discrete funding and tight control are replaced by a continuously funded product development team that is empowered to experiment, explore and meet real-world customer expectations.

Air Traffic Control, Lighthouses and Digital Transformation

Air Traffic Control, Lighthouses and Digital Transformation

Execs need to know that money spent on the cross-functional internal value chain results in incremental value being recognised and bought by the customer. But so often governance and controls get in the way. You will need a light-touch delivery assurance approach to give that confidence.

Rethinking your Organisation

Rethinking your Organisation

The impact of Covid-19 along with any major disruption requires leaders to reimagine and reinvent the business itself. There is a particular flow through some of the Insight posts that you may find helpful. We list them here.