autonomous business units to provide effective solutions Examining the challenges and approaches Challenges Units uneven knowledge of customer Units sparse knowledge of each other ID: 814930
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Slide1
How can a solution provider encourage its autonomous business units to provide effective solutions?
Examining the challenges and approaches
Slide2Challenges
Units
’
uneven knowledge of customer
Units
’
sparse knowledge of each other’s products, and their customization
Units’ differing customer priorities Punting the cost of adaptation
Knowledge problem
Incentive problem
Power & Incentives
Appoint solution-specific experts as team leaders
Align incentive structure
Capture & Curate Knowledge
Emphasize documentation of knowledge and activities
Reduce customer-facing employee churn
Orchestrate
Create process roadmaps to guide behavior & ensure accountability
Recommendations