Executive

Intent

Culture does not create behavior

BEHAVIOR CREATES CULTURE

By Managing Behavior, you Create a Performing Culture

From Strategy to Delivery

Making Decisions Count

Customers - There can be only ONE

THERE ARE NO INTERNAL CUSTOMERS.

THERE ARE NO INTERNAL CUSTOMERS.

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[repeat as necessary until understood]

There is only one customer - the person who makes the decision to buy the product or service. It is not the guy in the next department, the other business unit, or even the person that writes the check - it is the decision maker who, by their choice, adds bottom line dollars to your company.

Internal relationships are all part of the value chain, not customers as such. Everything you do with the internal operations of the company are optimized to produce lowest cost, or maximum performance, not matching each customer need as requested.

Customer focus reflects a value orientation that indicates “Preferred Business Partner” or “Strong Customer Commitment” and all that implies. And yet, with these internal misnamed “customers”, often it is “prudent financial management” that drives decisions.

The reality is that you should optimize the business value, ignoring unique internal relationship requests, and deliver for minimum diversity and maximum manageability.

And you thought you were customer focused ......

Contact us - we can get you on the track to more effective business value delivery through information technology.

Business Perspective Blog Posts

"There is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its' success, then to take the lead in the introduction of a new order of things." 

-  Machiavelli

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