The Better Way: Transformation principles for the
  • The Better Way: Transformation principles for the real world
  • Preface
    • Preface
  • Part I - The Big Picture
    • Introduction
    • Radical change
    • Rapid acceleration
    • Profound complexity
    • Part I Summary
  • Part II - The better way
    • Introduction
    • Principle one: Focus on customer value and adaptability
      • Applying the principle in practice
      • What good looks like
      • Common failure modes
      • Final thoughts
    • Principle two: Technology excellence is the strategy
      • Applying the principle in practice
      • What good looks like
      • Common failure modes
      • Final thoughts
    • Principle three: Choose product teams over project teams
      • Applying the principle in practice
      • What good looks like
      • Common failure modes
      • Final thoughts
    • Principle four: Divide and conquer
      • Applying the principle in practice
      • What good looks like
      • Common failure modes
      • Final thoughts
    • Principle five: Integrate governance, risk and compliance experts with product teams early and often
      • Applying the principle in practice
      • What good looks like
      • Common failure modes
      • Final thoughts
    • Principle six: Measure what matters
      • Applying the principle in practice
      • What good looks like
      • Common failure modes
      • Final thoughts
    • Part II Summary
  • Part III - Micro-transformation
    • Introduction
    • Step one: Design effective cross-functional teams
      • How it works
      • Why it works
      • Final thoughts
    • Step two: Create immersive working environments
      • How it works
      • Why it works
      • Final thoughts
    • Step three: Implement the Starter Kata
      • How it works
      • Why it works
      • Final thoughts
    • Step four: Thin-slice the work
      • How it works
      • Why it works
      • Final thoughts
    • Part III Summary
  • Conclusion
  • Glossary
  • Endnotes
    • Endnotes
    • License
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  1. Part II - The better way
  2. Principle one: Focus on customer value and adaptability

Common failure modes

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Last updated 3 years ago

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  • Adopting CVA in principle while leaving the legacy operating model in place

  • Creating slices that are too broad in scope

  • Creating slices that fail to engage your full organizational ecosystem

  • Using deterministic measures of success to gauge performance

  • Targeting outputs over outcomes

Pragmatic Insight:

CVA is ultimately about product creation as your primary business capability. Budget and schedule are legacy governance modes that destroy this capability. Using these measures, your teams will either: a) Re-implement your last system with vague promises of achieving the higher-order customer experience goals “next year”, or they will b) aggressively copy the best-in-class work of the last three years. In both cases, you don’t have a customer experience model that works in complex environments (see ), or that creates customer-obsessed teams that instead produce the work that others will copy in the future.

Part I