The pace of change and customer expectation is moving companies into cardiac arrest - what are the symptoms, what is the cure? Our world and future business opportunities are continuously emerging through advances in design and technology, and wider social and economic change. Organisations must continually revisit the question, “What business are we in, and where should we be?”. This session will discuss how to embrace business model and product innovation by building a culture of continuous experimentation and learning, to transform your organisation to an adaptable, resilient Lean Enterprise.

1. REWIRING YOUR ORGANIZATION
FOR CUSTOMER ENGAGEMENT
Joanne Molesky & Barry O’Reilly
@jemolesky #LeanEnterprise @barryoreilly

2. ADAPTING TO CUSTOMER EXPECTATIONS
Maximum value is delivered
when people work together
Technology is a strategic
capability

3. FOCUS ON YOUR CUSTOMERS
What matters to
our customers?
Who are our
customers?

5. WHY IS THIS SO HARD?
The main obstacles to improved business
responsiveness are slow decision-
making, conflicting departmental goals
and priorities, risk-averse cultures and
silo-based information.
Economist Intelligence Unit:
“Organisational agility: How business can survive and thrive in turbulent times”

6. PEOPLE MAKE IT HAPPEN
• Provide Leadership
• Hire and retain the right people
• Create a learning environment
• Foster good decision making by
creating visibility and
transparency

7. CULTURE IS WHAT YOU DO

8. HOW DO WE GET OUR PEOPLE TO ENGAGE WITH CUSTOMERS
Our people Our customers

9. Enterprise Loop
Lean Enterprise Loop
CONNECTING WITH CUSTOMERS THROUGH OUTCOMES

10. Evidence-based
decisions on outcomes
Create an
experiment
to test it
BRING CUSTOMERS INTO THE TEAM

12. INTUIT - SNAP TAX

13. REDUCE OVERALL RISK

14. ● Go and See the work
WHAT CAN I DO TOMORROW?

15. ● Go and See the work
● Map out end to end flow of value
WHAT CAN I DO TOMORROW?
Customer Cash

16. ● Go and See the work
● Map out end to end flow of value
● Implement and amplify feedback loops
WHAT CAN I DO TOMORROW?

17. MAKE IT YOUR OWN
http://askabiologist.asu.edu/sites/default/files/resources/articles/scientific_method/
Make
Observations
Formulate
Hypothesis
Design
Experiment
Measure
Outcomes
Adjust based
on Learning

19. THANK YOU
Joanne Molesky
Barry O’Reilly
#LeanEnterprise