REWIRING YOUR ORGANIZATION FOR CUSTOMER ENGAGEMENT
Joanne Molesky & Barry O’Reilly @jemolesky #LeanEnterprise @barryoreilly
ADAPTING TO CUSTOMER EXPECTATIONS
Maximum value is delivered when people work together
Technology is a strategic capability
WHY IS THIS SO HARD?
The main obstacles to improved business responsiveness are slow decision-
making, conflicting departmental goals and priorities, risk-averse cultures and
silo-based information.
Economist Intelligence Unit: “Organisational agility: How business can survive and thrive in turbulent times”
PEOPLE MAKE IT HAPPEN
• Provide Leadership • Hire and retain the right people • Create a learning environment • Foster good decision making by
creating visibility and transparency
● Go and See the work ● Map out end to end flow of value ● Implement and amplify feedback loops
WHAT CAN I DO TOMORROW?
MAKE IT YOUR OWN
http://askabiologist.asu.edu/sites/default/files/resources/articles/scientific_method/
Make Observations
Formulate Hypothesis
Design Experiment
Measure Outcomes
Adjust based on Learning
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