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Showing posts from May 24, 2015

Drive up customer outcomes. Meet James Dodkins at the Club.

I caught up with James Dodkins and he was happy to answer a few questions. James is a consultant and thought-leader in customer experience and process improvement. His clients are well-known international brands. James co-created the customer-centric process improvement framework called CEMMethod and is the author of Foundations for Customer Centricity. He recently founded a private online community called Compass Business Club.


We've seen several process design methods like BPR, BPI, QuickHits, and Lean. What's new or different in your book, "Foundations for Customer Centricity”?
Great question Pradeep, every method that has ever been invented has been built on top of our current org chart. This causes chaos, especially in a service organisation because this org chart originally came out of the work done By Adam Smith in the Scottish Pin Factory. We treat it as if there is no other way to organise ourselves. In the book I outline a radical new method of org structure tha…

And the trend is: Thinkers and creators are becoming the source of business value

Human capital is growing more valuable every day, in every business. An increasing number of people are becoming thinkers and creators. Even a manufacturer like Stryker gets 70% of its value from intangible assets (derived from human capital). As we know, intangible assets largely reflect human creativity and include like innovations, patents, copyrights, brands, and goodwill. "They are by far the biggest source of business value," says Geoff Colvin in Fortune, March 15, 2015.

Design lessons: the world's biggest publication is not a magazine

Some of the "books" that taught me design lessons in the 80s were IKEA catalogs! Today IKEA catalogs come in 32 languages and 67 versions. At 217 million copies, the IKEA catalog is probably the biggest publication of its kind in the world. IKEA of course is the world's largest furniture retailer.

I liked IKEA's minimalist design so much that I designed the interior of my home around Gautier furniture – the closest to IKEA that I could buy in the city where I lived in the 90s (sadly, the Swedish company is, it seems, still struggling with red-tape in trying to set up stores in India despite promises to invest $2B over 10 years).