Define our operation model (chapter 2)
- Identify the process that distinguish us competitively. Determine what elements of those processes should be standardized across the company?
- Envision our customer's experience as it ought to be. Determine what integration of data and end-to-end connection of processes is necessary to make that real.
- Decide how we would like our company to grow. Can we offer current customers more products or services?
- Pick one dominant model at each level in our company to provide a clear vision of how the company will operate.