My two favorite learnings from Stephen Denning ’s book, The Age of Agile: How Smart Companies Are Transforming theWay Work Gets Done , are the following: First, where Denning explains the 10 elements of an organization/company that is passionate about, and driven by, the goal of delighting customers . Those elements are: There is a shared goal of delighting the customer. Top management takes responsibility for ensuring enthusiasm for delighting the customer throughout the organization. The firm aspires to be the best at what it does. Everyone in the organization has a clear line to the customer. The firm ensures it has accurate and thorough knowledge of the customer. Staff members are empowered to make decisions. The firm’s structure changes with the marketplace. Relationships are interactive, vertically, horizontally, internally, and externally. Back-office functions are aligned to serve the customer. Value for customers must be monetizable ...
Sharing tips, ideas and techniques for leaders and managers for the past 16 years.