Call Centers - Moving from Cost Center to Customer Connection.
Instead of focusing on output, companies should build products and focus on outcomes. The Delivery Gap exist when products are deployed in market without a clear understanding of how they are going to deliver benefits to the customers. Closing the Delivery Gap is essential for a successful product launch.
Mark gets his jiu-jitsu black belt! Shuhari is a Japanese martial art concept, and describes the stages of learning to mastery. It is sometimes applied to other disciplines, such as Agile!