Customer Intimacy, Meet Operational Excellence = Innovation – Brad Power – Harvard Business Review

In his HBR article, Customer Intimacy, Meet Operational Excellence – Brad Power – Harvard Business Review, Brad Power, a former colleague of mine at CSC, shifts the focus from customer intimacy to operational excellence.

In the article, Brad cites a few companies having more expertise in determining what their customers want (and how, when, why, where, etc.).  With this knowledge, they then re-focus on internal operational excellence to better service their customers.

An “excellence in innovation” example is given:  specifically, ThedaCare, a health delivery system, visits with Ariens (power equipment) to learn about lean and its benefits as applied to business processes.  Obviously, processes in the two companies are conceptually very different but the fact that they share a focus on process excellence allowed them to share meaningful experience.

…great example of defining exactly what the “adjacent possible” was and doing a deep-dive to accelerate how to most quickly address it.

Focused on TBM, Technology Business Management ("run IT like a business"). - 30+ years of experience, in providing IT strategy, process, application, RAMP, hardware, software, network, internet and cloud solutions to financial services, MRD and high technology companies from startup to F500. - 20+ published articles on the intersection of business and technology. - Startup advisor and mentor to a dozen startups, four of which were acquired and one of which is newly-launched (ITconnecter, a Crosswaves Ventures LLC company). - Specialties: IT Technology Business Management (TBM, aka "run IT like a business"), strategic partnerships, technology innovation, solutioning and program/project management (onshore, nearshore, offshore). Technology consulting focused on innovation, built around process, data and integration (cloud, social networking). We use I/TBM financial management best practices to help mid-size and large enterprises ensure they are meeting the needs of their business effectively and efficiently.

Posted in adjacent possible, creativity, CrossWaves, customer, innovation, inspiration, ITconnecter, IVIS, medicine, process, user experience, vision Tagged with: , , , , , , , , , , , , , , , , , , , , ,

Looking forward to your perspectives....