Repeatability

Closed-Loop Learning

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promoters, rating you from 0 to 6). You can see on the right a

rapid loop directly to people at the front line who are empow-

ered to contact the customer and take immediate action. There

is a second loop, where results are collected by product, cus-

tomer type, and geography and fed into marketing; a third loop

for product development based on the feedback; and a fourth,

higher loop that links more broadly to strategy and the overall

plan for that particular business. Finally it can all be examined,

compared, and aggregated at the corporate level.

In managing the learning loops, you should bear in mind

that adaptation and learning take place in terms of three time

frames, each of which has its own OODA loop ...