Getting It Done adaptive organization leadership framework recommended reading past projects

Adaptive Organization (AO^sm)

We need to understand the R in CRM

The value created in the relationship is what drives loyalty. Companies need models (principles and practices) that enable and encourage diverse groups of people each with a shared sense of purpose to engage in new, effective ways of working together.

Paradox

Customers value relationships over efficiency, yet service and support organizations are driven by efficiency.

Solution

AO is about integrating and aligning:

• Chaos with natural patterns
• The whole experience with the whole person
• Personal and public
• Feminine and masculine traits/perspectives
• Collective purpose with the individual's purpose

AO is:

• Context sensitive
• Self-regulating -Control is inherent in the system
• Self-organizing, connections occur when they are relevant
• Self-optimizing, balance between efficiency and relationship
• Dynamic,pursuit of a steady state is futile

Vision

A dynamic, fractal system made up of holistic and scaleable relationships that perpetually and dynamically adapt to the unimaginable changes in the environment. It is continuously tuned. It is in true alignment with the customer: the customer's context is the organizing force for this system. The organization described by this model focuses on creating products which are ready and able to perform a function within a particular customer business context.