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

FOCUS ON YOUR CUSTOMERS

What matters to our customers?

Who are our customers?

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

CULTURE IS WHAT YOU DO

HOW DO WE GET OUR PEOPLE TO ENGAGE WITH CUSTOMERS

Our people Our customers

Enterprise Loop

Lean Enterprise Loop

CONNECTING WITH CUSTOMERS THROUGH OUTCOMES

Evidence-based decisions on outcomes

Create an experiment

to test it

BRING CUSTOMERS INTO THE TEAM

INTUIT - SNAP TAX

REDUCE OVERALL RISK

●  Go and See the work

WHAT CAN I DO TOMORROW?

●  Go and See the work ●  Map out end to end flow of value

WHAT CAN I DO TOMORROW?

Customer Cash

●  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

THANK YOU Joanne Molesky Barry O’Reilly

#LeanEnterprise