All posts tagged: agile

Organisation Design for Agile: Start with Governance

As we approach (re) organisation design work to support business transformation, we are often faced with the fact that few organisations address one of the critical components of Org Design: Governance. It’s essential to make decisions on who decides, at all levels of the organisation, to avoid stall and bottlenecks. A truly agile organisation can only be built on a firm decision making backbone. I’ve recently been involved in a large organisational redesign process, and have kept meeting functional leaders who always started the discussion by introducing a new Org Chart for their function. I’ve already discussed the fact that I think Organisational Charts way too often end up being a simplistic representation of an Organisation. What however is way too often missing in these design efforts, are answers to what I think are the key questions to be answered in organisational design: How do we align on priorities? How do we make decisions? How do we communicate decisions? How do we ensure that decisions are followed up? How do we mitigate risk? How do we ensure …

Channels Are For Televisions, Not For Customer Experiences

The title of this post is a direct reference to a few reports from Forrester on the Omnichannel Playbook for 2018 written by Brendan Witcher. Since when I read this the first time, I thought that this provocative sentence really summarises in the best possible way one of the biggest organisational mistakes many companies are still doing: organise themselves by channels. Reality is that this truly “inside-out” perspective misses the real value driver in the new experience economy: customers. While prior economic offerings—commodities, goods, and services—are external to the buyer, experiences are inherently personal, existing only in the mind of an individual who has been engaged on an emotional, physical, intellectual, or even spiritual level. They don’t understand the different business models that companies put together. As a customer, I want to be able to buy a product in one point of sale and return it online. I want to be able to have assistance wherever there is a signage of that brand. I want to be able to exchange and be reimbursed if there …