The hand-off is often the operating problem
Functions can meet their own targets while customers experience delay between them.
Read the essaySection · The leadership journal
Ideas worth the board's time.
Essays on operating model design and service delivery, written for the people who carry the decisions.
Capacity is a commercial conversation
Demand commitments and delivery capacity belong in the same discussion.
Read the essayProductivity without a quality blind spot
A local cost improvement can create rework elsewhere or move effort to the customer.
Read the essay