To achieve customer delight, solutions have to be personalized. This raises costs and increases points of failure.
To achieve efficiency and lower costs, standardization and controlling variance is the key.
To execute strategy, first clarify the intent, purpose and customer outcomes. Use this to find the 'sweet spot' on the continuum between personalization and standardization. This 'sweet spot' is not a mathematical or physical 'thing', but a deep reflection of the organization culture, preferences and comfort. Therefore, get the organization aligned through education, buy-in, incentives and compliance (nix passive aggression).
Now, focus the cross hairs on the 'sweet spot' (make plans) and pull the trigger (implement). If outcomes are not achieved, find out why and start over.
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