When working with organizations on their service delivery capabilities, there are two recurring themes, which are somewhat humorously contradictions.  Many organizations simultaneously have a view that they are unique, while also deciding that they can borrow the work of others and everything will work out fine.  Both of these things are true.

Flow

As someone who has made organizational and technical transformation throughout my career, I’ve often come up against “that will never work here.”  It often manifests itself as “we can’t be more like Netflix because they only serve movies and we run a serious business.”  The fact that Netflix is more highly available to their customers than the “serious business” is never considered.

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