Agile for Customer Delight
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Transcript of Agile for Customer Delight
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Not The Big (Powerful) That Eat The Small, The Fast & Smart That Eat
Others..Jason Jennings, Laurence Haughton
What About Two Photographic Film Industry Giants?
+ %23.25 - %19.60
http://money.cnn.com/ 0ct 2009-2014
Stock Performances of Two Companies Over 5 Years
(NYSE)(OTC Pink)
Fujifilm Not Only Survived But Emerged Into Series Of Innovative
New Businesses!
Textile? Mobile Devices? Cosmetics?
However, It Is Not The Most SmartThat Survive, But The One Most Responsive & Smart To Change
Charles Darwin
The Avg. Delivery of New Items In The Apparel Industry Is 6 Months
Delivers Bi-Weekly
Zara Is Evolving Its Clothes Bi-Weekly According To Customer Expectations
After 9/11 Act In New York, For a Week The Colorful Outfits Were Replaced With Black and Dark
Colored Clothes In Zara's Stores
Every Company Focuses OntoDiminish Call Handle Time, Zappos
Focus On Creating a Personal Connection
10 HOURS29MIN
RECORD, PHONE CALL LASTED IN,
To Be Agile..
Deliver frequently and adapt like ZARA
Be ready to unpredictable, be smart and fast like OREO
Be a survivor and innovator like FUJIFILM
Care your customers like ZAPPOS
To Be Agile..
Focus on your own people and culture like ZAPPOS
Deliver frequently and adapt like ZARA
Be ready to unpredictable, be smart and fast like OREO
Be a survivor and innovator like FUJIFILM
Care your customers like ZAPPOS
+
What Would Get a Pea-Hater Kid To Eat Peas ?
Tell him to eat peas as a parental authority
Reward him with ice cream if he did eat
Explain the reasons why eating peas is good for him
Eat peas as a good role model
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* Researcher, Leann Lipps Birch, University of Illinois
Birch* Found One Thing That Worked Predictably: Peer Pressure
So..Create Successful Peers That Works In a Agile Culture
Establish Autonomous, Self Managed, Cross Functional Teams
Let These Work Iteratively & Incrementally That They Deliver Frequently
Create Customer Feedback Loop
Adapt According to Feedbacks
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Improve Your Processes Continuously5-
Let This New Way of Working Spread Around Your Company
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Be Sure, There Will Always Be Something More To Be Improved &
Game Changers Always Win!