See around corners with your Service DNA

We believe it’s always better to improve a process than simply follow it. But, many times, we see one of two things: First, organizations try to automate a process before optimizing it. Unfortunately, automating a mess simply makes it messier, faster. The second scenario, which is harder to spot, is when the process itself may be optimally designed, but it is unnatural for the organization to follow the process. There are too many obstacles that set them up for failure.

Over the years, as we worked with leaders to get a sense of their organizational capabilities, we really struggled to find this blind spot. We focused on the usual suspects—people, process, and technology—as we assessed the state of their business and their overall capabilities. But we found that these three elements weren’t enough to give us a sense of who they were and what they were capable of achieving as an organization.

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