Management Questions

• Who owns the process?
• Who has the power to change it?
• What are its objectives?
• What are the success metrics?
• Who are the customers of this process?
• Who gets to participate?
• What are the data or information inputs for this process?
• What analytical tools are used?
• What events and milestones drive this process?
• What kind of decisions does this process generate?
• What are the decision-making criteria?
• How are decisions communicated, and to whom?
• How does this process link to other management systems?

Source: The Why, What, and How of Management Innovation / Gary Hamel / Harvard Business Review, February 2006 / http://harvardbusinessonline.hbsp.harvard.edu/hbrsa/en/issue/0602/article/R0602C.jhtml

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1. Is the structure right?
2. Is the business model sustainable?
3. Do you want to be in the business you are in?
4. Is executive success (and succession) in place?
5. Do you know your customers?
6. Are the costs right?
7. Is the product right?
8. Do you know your competition?
9. Is the balance sheet right?
10. Where are you on technology?

Source: As the Economy Turns: 10 Questions for Executives / John McCallum / Ivey Business Journal, May/June 2001

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Align Your Organization with Your Customers
To determine whether your organization is aligned with your markets and customers, ask yourself the following questions:

• Does our company have multiple divisions selling to the same customers?
• Are there formal or informal processes that coordinate companywide policies for interacting with customers?
• Can we easily get complete information about all the products and services that we are selling to a single customer?
• Are we seizing every opportunity to offer customers our company’s full range of products and services?

Defining Your Company’s Performance Through Your Customers’ Eyes
To make sure that you are defining your company’s performance through your customers’ eyes, ask yourself the following questions:

• Do we know how our customers evaluate our performance?
• Do our internal measures reflect our customers’ assessment of our performance?
• How does our performance compare with that of our competitors from our customers’ perspective?
• How are our customers performing in the eyes of their customers? What are we doing to help or hurt our customers’ performance?

Source: Customer Focus: Making It Happen / James P. Andrew, Neil Kohlberg, Paige Price / Boston Consulting Group (BCG), September 26, 2001

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