Chapter 27

I’m in a conference room with Patty, Wes, Chris, and John to share the progress Patty and I have made.

I begin by stating, “We interviewed Ron and Maggie, the business process owners on Dick’s company measurements slide. I’ve spent some time thinking about what we’ve learned.”

I dig out my notes and walk to the whiteboard, writing out, “Parts Unlimited desired business outcomes: increase revenue, increase market share, increase average order size, restore profitability, increase return on assets.”

Then I draw the following table:


Pointing at the whiteboard, I say, “The first column names the business capabilities ...

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