19. Respectful
Collaboration
Performance
Management
And Measurement
Innovating ideas
for customers
Sharing Intelligence
with the team
Gathering customer
intelligence data
Freedom and
decision making
Employee influence
on products and services
Leadership
Courage
V{tÄÄxÇz|Çz
How well we
respond to customers
Sharing Intelligence
Across the function
Sharing Intelligence
with top/senior
management
Employee influence
on other functions
Employee influence
on managing practices
Employee influence
on end‐to‐end processes
Organisational
Understanding
Trustworthiness VâáàÉÅxÜ
câÜÑÉáx
34. Global IT and Applications Company: After Transformation
Climetrics®Towards Listen and Adapt Towards Direct and Control
Weak Mass
Production
Mass
Customisation
Customer Value
Enterprise®
Mass
Specialisation
Weak
EngagingLearning
Organisational
Understanding
Sharing intelligence
within the function
Sharing intelligence
with other functions
Sharing intelligence
with senior managers
Autonomy
Customer facing
activity
Intelligence
gathering
Sharing team
intelligence
LeadingImproving
Performance
Management
Leadership
approach
Responsiveness to
customer issues
Implementing ideas
to better serve
customers
Employee influence
on improving service
Employee influence
on work practices
Employee influence
on other functions
Employee influence
on end‐to‐end
processes