The Magic Matrix: A Simple Business Assessment Tool

© 2011 Service Excellence Partners

The Magic Matrix: A Simple Business Assessment Tool

Ed PowersService Excellence Partners

December, 2011


About….Ed Powers

• 24 years in operations, quality, sales, marketing, and consulting

• Co-Founder and SVP Ops for Private Escapes• Center Partners, Sorcia, and Hewlett-Packard• Lean Six Sigma Black Belt• Examiner, Baldrige National Quality Award• Rocky Mountain Performance Excellence

board member


Business is Complex

Social Media

SaaS

M&A

Globalization

Empowerment

Lean Six SigmaChange Management

Supply Chain

Customer Loyalty


But Business is Also Simple


Focus on the Fundamentals

When I was young, I had to learn the fundamentals of basketball. You can have all the physical ability in the world, but you still have to know the fundamentals.

--Michael Jordan


Business Fundamentals

• Market• Product• Sales• Delivery• Money



• Market–A group of customers having un-met

needs• Product–A solution attractive to those customers

• Sales–A means to make promises and obtain

orders



• Delivery–A means to keep promises and deliver

products• Money–A means to fund operations and pay an

attractive return


Fundamentals for Success

• People• Planning• Execution• Learning

Jim CollinsGet the right people on the bus … and the wrong people off the bus.

Dwight D. EisenhowerPlans are nothing. Planning is everything.

Larry BossidyExecution is … rigorously discussing how’s and what’s, tenaciously following through, and ensuring accountability.

Peter SengeThe only sustainable competitive advantage is an organization's ability to learn faster than the competition.



• People– Selection– Empowerment– Development– Leadership

• Planning– Future state– Focus– Pathway to success– Alignment and resource allocation



• Execution– “Work the plan”– Process performance– Results

• Learning–Data analysis– Research– Simulation– Continuous improvement


The Magic MatrixFundamentals

CompetenciesPeople Planning Execution Learning

Market

Product

Sales

Delivery

Money

“Who, What, How” discussion and

observation uncovers gaps in people and

practices


ExampleFundamentals

CompetenciesPeople Planning Execution Learning

Market • Executive• Key staff

• Requirements• Strategy• Partnerships• Programs

• Demand Generation

• Metrics review• Surveys• Listening posts• Research

Product • Executive• Key staff

• Roadmaps• Project Plans• Value

Propositions

• New Product Introduction

• Post-mortems• User reviews• New technology

research

Sales • Executive• Key staff

• Sales plans • Order Generation

• Metrics review• Process review

Delivery • Executive• Key staff

• Work systems• Supply chain• Process design

• Order Fulfillment

• Metrics review• Process

improvement

Money • Executive• Key staff

• Business modeling

• Capital plan• Budgeting

• AR/AP• Fundraising• Cash Mgt.• Reporting

• Budget review• Capital market

analysis


Questions?


Ed PowersPrincipal

Service Excellence [email protected]

970-235-0078

mailto:[email protected]