Recap - The Customer-Intimate, Value-Stream Organization

Our recent webcast "The Customer-Intimate, Value-Stream Organization" was a highly productive and interactive session.  We appreciate all the feedback from participants – who, by the way, joined in from the EU, UK, New Zealand and US.  We find great satisfaction in knowing our work and wisdoms may shape and contribute to their being more effective in their own organization design and transformation work. Thank you to everyone who participated.

We would be remiss if we didn’t recognize the significant contribution to the webcast made by our guest customer, Andy Start, President, International, RF Communications with Harris RF.  From the OTM team, a very special thank you to Andy, whose commentary and insights as an experienced senior executive who led this type of transformation added an extra dimension of understanding, underscoring the challenges with and practicality of the topic covered. Here's a short audio extract of Andy discussing some of the challenges and successes in his transformation project.

A few of the key questions asked by the participants and addressed during the webcast included:

• "How do you take customer insights from those who own the customer relationship and push through processes which drive and influence decision-making across other functional areas?"
  
• "How are challenges related to sharing proprietary (health care, legal, HR, financial) customer information across platforms best addresed?  Intimacy depends on having deeper understanding of the customer's needs and resources and yet some of that information is protected."
  
• "How do you integrate the engineering function into the value stream when the company has a large number of specialized products with many components that may require standardization across all the products to streamline the responsiveness to the customer experience?"
  
• "How did you overcome the hesitance/unwillingness [of employees] in wanting to work in the new org they didn't initially understand?"
  
• "Did the integration of the new philosophy/organization design include changing the performance evaluation process to give management (all levels) 'skin in the game'?"

In case you missed it...
If you had registered for and could not attend the webcast, you should have received an e-mail with a link to the archive recording and supplemental slide deck.

We are always open and willing to discuss the nuances of a customer-intimate, value-stream transformation one-on-one. Feel free to leave a comment below or contact us privately.

If you did not register but would like to hear the recording and receive the slide deck, contact jgold@on-the-mark.com for instructions.