Content Library

The organization’s ability to design and deliver a meaningful customer experience at a lower cost. ​

​Fitness Diagnostic​

1. Our employees feel we have a process to create compelling/differentiated products/services, and know how to interact with that process. 
2. We have the instrumentation and established metrics to measure our customer experience (Csat, NPS) in real-time.
3. Our customers believe we have a curated end-to-end customer experience.

The organization’s ability to re-align human capital, business process, and current technology to anticipate and capitalize on market shifts.   ​

​Fitness Diagnostic​

1. Our employees believe we have the governance mechanisms which enable agility and velocity in our decision-making.
2. We have a repeatable, reliable “Run and Improve” process managed by a Project Management Office that handles typical change requests, and break/fix requirements for our existing 1.0 Business Model. 
3. We have a repeatable, reliable ”Transformation” process that governs value innovation requirements (people, process, technology) for our next-generation business model. (2.0 Business Model).
   
    

The organization’s ability to promote employee experiences and build alignment through communication and active participation.​

​Fitness Diagnostic​

1. Our culture embraces collaboration to promote internal 'ownership' and a clear understanding of when and why change occurs.
2. Our employees feel the organization has clearly defined roles and responsibilities, and process metrics used to measure the outcomes we aspire to. 
3. Our employees understand our end-to-end customer experience and their role in delivering specific key touchpoints within that experience
   
   

The organization’s ability to allocate capital to create value for stakeholders. ​

​Fitness Diagnostic​

1. We have a history of balancing investments between short-term run/improve (1.0 Business Model) initiatives and long-term transformation (2.0 Business Model) initiatives. 
2. We have the governance processes in place to routinely rebalance our projects and product/service portfolio 
3. We generate the short-term returns and long-term growth our shareholders expect.