© 2011 Service Excellence Partners
The Magic Matrix:
A Simple Business Assessment Tool
Ed Powers
Service Excellence Partne...
© 2011 Service Excellence Partners
About….Ed Powers
• 24 years in operations, quality, sales,
marketing, and consulting
• ...
© 2011 Service Excellence Partners
Business is Complex
© 2011 Service Excellence Partners
But Business is Also Simple
© 2011 Service Excellence Partners
Focus on the Fundamentals
When I was young, I had to learn
the fundamentals of basketba...
© 2011 Service Excellence Partners
Business Fundamentals
• Market
• Product
• Sales
• Delivery
• Money
© 2011 Service Excellence Partners
Business Fundamentals
• Market
–A group of customers having un-met
needs
• Product
–A s...
© 2011 Service Excellence Partners
Business Fundamentals
• Delivery
–A means to keep promises and deliver
products
• Money...
© 2011 Service Excellence Partners
Fundamentals for Success
• People
• Planning
• Execution
• Learning
Jim Collins
Get the...
© 2011 Service Excellence Partners
Fundamentals for Success
• People
– Selection
– Empowerment
– Development
– Leadership
...
© 2011 Service Excellence Partners
Fundamentals for Success
• Execution
– “Work the plan”
– Process performance
– Results
...
© 2011 Service Excellence Partners
The Magic Matrix
Fundamentals
Competencies
People Planning Execution Learning
Market
Pr...
© 2011 Service Excellence Partners
Example
Fundamentals
Competencies
People Planning Execution Learning
Market • Executive...
© 2011 Service Excellence Partners
Questions?
© 2011 Service Excellence Partners
Ed Powers
Principal
Service Excellence Partners
ed@se-partners.com
970-235-0078
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The Magic Matrix: A Simple Business Assessment Tool

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Sometimes managers get lost in the weeds and need to step back and look at their businesses holistically. I created and use this very simple, one-page assessment tool to help focus on business fundamentals and key attributes to assess an organization's strengths and opportunities for improvement.

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The Magic Matrix: A Simple Business Assessment Tool

  1. 1. © 2011 Service Excellence Partners The Magic Matrix: A Simple Business Assessment Tool Ed Powers Service Excellence Partners December, 2011
  2. 2. © 2011 Service Excellence Partners About….Ed Powers • 24 years in operations, quality, sales, marketing, and consulting • Co-Founder and SVP Ops for Private Escapes • Center Partners, Sorcia, and Hewlett-Packard • Lean Six Sigma Black Belt • Examiner, Baldrige National Quality Award • Rocky Mountain Performance Excellence board member
  3. 3. © 2011 Service Excellence Partners Business is Complex
  4. 4. © 2011 Service Excellence Partners But Business is Also Simple
  5. 5. © 2011 Service Excellence Partners Focus on the Fundamentals When I was young, I had to learn the fundamentals of basketball. You can have all the physical ability in the world, but you still have to know the fundamentals. --Michael Jordan
  6. 6. © 2011 Service Excellence Partners Business Fundamentals • Market • Product • Sales • Delivery • Money
  7. 7. © 2011 Service Excellence Partners Business Fundamentals • Market –A group of customers having un-met needs • Product –A solution attractive to those customers • Sales –A means to make promises and obtain orders
  8. 8. © 2011 Service Excellence Partners Business Fundamentals • Delivery –A means to keep promises and deliver products • Money –A means to fund operations and pay an attractive return
  9. 9. © 2011 Service Excellence Partners Fundamentals for Success • People • Planning • Execution • Learning Jim Collins Get the right people on the bus … and the wrong people off the bus. Dwight D. Eisenhower Plans are nothing. Planning is everything. Larry Bossidy Execution is … rigorously discussing how’s and what’s, tenaciously following through, and ensuring accountability. Peter Senge The only sustainable competitive advantage is an organization's ability to learn faster than the competition.
  10. 10. © 2011 Service Excellence Partners Fundamentals for Success • People – Selection – Empowerment – Development – Leadership • Planning – Future state – Focus – Pathway to success – Alignment and resource allocation
  11. 11. © 2011 Service Excellence Partners Fundamentals for Success • Execution – “Work the plan” – Process performance – Results • Learning – Data analysis – Research – Simulation – Continuous improvement
  12. 12. © 2011 Service Excellence Partners The Magic Matrix Fundamentals Competencies People Planning Execution Learning Market Product Sales Delivery Money “Who, What, How” discussion and observation uncovers gaps in people and practices
  13. 13. © 2011 Service Excellence Partners Example Fundamentals Competencies People Planning Execution Learning Market • Executive • Key staff • Requirements • Strategy • Partnerships • Programs • Demand Generation • Metrics review • Surveys • Listening posts • Research Product • Executive • Key staff • Roadmaps • Project Plans • Value Propositions • New Product Introduction • Post-mortems • User reviews • New technology research Sales • Executive • Key staff • Sales plans • Order Generation • Metrics review • Process review Delivery • Executive • Key staff • Work systems • Supply chain • Process design • Order Fulfillment • Metrics review • Process improvement Money • Executive • Key staff • Business modeling • Capital plan • Budgeting • AR/AP • Fundraising • Cash Mgt. • Reporting • Budget review • Capital market analysis
  14. 14. © 2011 Service Excellence Partners Questions?
  15. 15. © 2011 Service Excellence Partners Ed Powers Principal Service Excellence Partners ed@se-partners.com 970-235-0078

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