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.