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Part 2: Having trouble with execution?

Posted by Sri Subramanian (@whosissri) on July 1, 2012


In Part 1, I talked about the need for engagement, especially when faced with a daunting task. In part 2, I address a different aspect of execution: decision making capability. Execution happens down in the trenches, with every small decision that moves the customer value and/or cost up or down.

The customer buys not just the product, but the roadmap, the services, the quality, the support, the distribution channel, the documentation, the customer’s image, the risk, the compatibility matrix, and various other aspects surrounding the product. Every functional department delivers a piece of this puzzle, and typically knows only that piece. Decisions are understandably made to only optimize what is known, and often turn out to be poor decisions for the customer.

Do all departments understand the complete picture, or just a part of the puzzle?

One Response to “Part 2: Having trouble with execution?”

  1. Nice post. Customer service is not responsibility of one particular group BUT everyone’s job. Wearing customer’s hat makes things simple, I was taught this by my boss and result shows that it really works :-)

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