April 12, 2023

Infrastructure

How do you create a foundation for living your Promise of Value that is both rigid and flexible?

You could do worse than take a leaf out of Transport for London’s book.

You’ll need to write a specification for ‘what needs to happen round here’ that covers more of what you do than you probably think, and is more detailed than you probably think.   That’s because you’ve internalised more of what you do than you think, and when it all gets spelled out in a Customer Experience Score, it looks like a lot of activity – because it is a lot.

You make it all hang together, by making sure it’s congruent with your Promise of Value at every turn, so that no matter how many new lines get added, everyone knows which city they are in.

You make sure it has plenty of access points, so your team can use it as flexibly as they need to – following a whole line at times, or simply hopping between stations at others.

And as with London’s underground, you’ll add new stations, discard others, create new lines (some not even underground), reconfiguring your Score to suit the changing needs of the people you serve. Keeping the map up to date as you go, so nobody gets lost.

Discipline makes Daring possible.