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Most businesses ask “how did the business do last week?” instead of “what did the customer experience last week?” If you ask the first question, you will have an implicit orientation towards internal, business-first metrics. Perhaps you might watch inventory turns, or track changes in free cash flow, or measure the performance of your warehouses. To be clear, these are all important metrics to track. But notice that if you ask “what did the customer experience last week?” you’ll measure slightly different things. And so it’s important to ask *both* questions, and to ask the ‘customer’ question *first* — it’s not for nothing that Amazon aims to be ‘Earth’s most customer-centric company.’
The Amazon Weekly Business Review
Commoncog
Strategies focus resources, energy, and attention on some objectives rather than others. Unless collective ruin is imminent, a change in strategy will make some people worse off. Hence, there will be powerful forces opposed to almost any change in strategy.
Good Strategy/Bad Strategy
Richard Rumelt
And as agile methods have become mainstream, organizations around the world are trying to find solutions to making agile scale. This is because, as North indicates, agile is essentially a “team-scale” method of working, and large organizations need a system to coordinate the work of many teams.
Sense and Respond
Jeff Gothelf, Josh Seiden
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Readwise