PALMU's introduction lecture @Aalto university on strategy
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[email protected] | PALMU PALMU’s biz-planning philosophy Service design, lean & uncompromising customer focus
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Transcript of PALMU's introduction lecture @Aalto university on strategy
[email protected] | PALMU
PALMU’s biz-planning philosophy Service design, lean & uncompromising customer focus
Facts about PALMU
Avg.growthrate+20%
Fromstart-upstomul8na8onalsas
clients
Revenue€6,2mioin2014andprofitable
100%employeeowned
50+employeesACADEMICBACKGROUNDS:anthropologist,engineer,economist,culturalresearcher,micro-mechanic,psychologist,sociologist,industrialdesigner,visualdesigner
Finance
Food
Media
Travel & Logistics
ICT
Healthcare
Retail
Forestry
Energy
Engineering
Startups
Web services
Public sector
Telecom
Real estate
Chemical
Terminology
MISSION
Why do we exist – what are we needed for?
VISION
What do we want to achieve, where do we want to end up?
They call it
enablement
A new business model
emerges in consulting
The Finnish company Faros sets the
new standard for helping companies
succeed
Epic affordable cruises on the Baltic sea!
Finnish cruise-line Viking Line has set the gold standard for week-end escapes in northern Europe.
May-June2014,€15,-
Terminology
STRATEGY
Resurce allocation decisions tp achieve
a defined goal –the vision.
= Project list = Verb!
Customerbehaviourandcompe88velandscapechagesaregeUngfasterandaremoredisrup8ve.Thestrategyplanningcyclemustfollowandbenimbleandfast!
STRATEGY STRATEGY
STRATEGY
Testsandtrialshelpusunderstandespeciallychangesinthecustomerinterface.Someofthesetrialsgiveuse
UNIQUEinsightofthedirec8onofthemarket
STRATEGY
STRATEGY
STRATEGY
Webelievethatstrategyisaverb:Ac8on!
Con8nuouschangecanbeprobedandexplored
bydoingconstantlightmarkettestswhichoutsideofonesownbusinessmodel
Largecorpora*onsmaximiseprofitsDevelopmentofexis8ngbiz-modelbyquarterlyresults
NewchallengerstakemarketshareDevelopmentofchallengingbiz-modelthroughitera8onandcustomerfocus
Howcancompaniesescapetheshacklesoftheoldbiz-model?
Customerexpecta8onsanddemand
Source:Innovator’sDilemmaWhenNewTechnologiesCauseGreatFirmstoFail
ClaytonChristensen
Classicservicedesign
Newservicedesign
Designthinking
Disrup8vinnova8on/megatrend
AgileDevelopment
The innovators dilemma
DESIGN THINKING
Design thinking is generally considered the ability to combine
Empathy for the context of the problem, creativity in the generation of insights and solutions and
rationality to analyze and fit solutions to the context.*
*Wikipedia
Relentless customer focus
Makro-data
Trend-data Industry insight
Competitor benchmarking
“Off the shelf”
Combinemarketdatawithcustomerprovenempiricexperience
Sustainable competitive advantage comes from insight
Unique empiric insight
Real empiric insight
DO YOU SEE THE WHOLE PICTURE
95% CUSTOMER ORIENTED? OF COURSE, EVERYONE IS!
Bain & Company
80%Management Customers
8%
We have experienced a SUPERRIOR
customer experience
We deliver a SUPERRIOR
customer experience
Customerjourney
Newproducts
Online-UI/UX
Business-kriiMsetpalveluprosessit
Organisoituminenjaprosessit
Osaaminenjalähijohtaminen
Suhtautuminenasiakkaisiin
Suhtautuminenomiintyöntekijöihin
Visiotulevastajapalvelustrategia
ThegoalforStrategyworkisaresourcealloca*onmapand
scenariostoreachthefuture
JatkuvamiTaaminenjakehiTäminen
Menestysennustejataserakenne
Kulutjainvestoinnit
MUTTAMYÖSKANNATTAVAMPI
LIIKETOIMINTA
Newmarkets
Visionandservicestrategy KPI’s
RolesandprocessesMiddlemanagement
AUtudetowardsclients
AUtudetowardsemployees
BalancesheetstructureCosts/investments
Customerjourney
Customerencounter
Online-UI/UX
Butmoreimportantlyaraodtomoreprofitableandproduc*vebusiness
Customer focus is often superficial PALMU’sfinding
We asked our clients in which business areas they are customer focused
GAP
-Committees -Fixed policies
-Marketing -Brändguidelines
-Back-end IT renewal
-Uuden johtajan uudet ideat
-New planning teams -Not invented here syndrome
-Defensiveness of IT department -Tech challenges
-Shortsighted Quarter based decisions
-Random opinions&comments
Fantastic concept,
and our customer
insight and test
support it!!
Always start with a goals & measures Work-shop
Culturalandlargescaleoperationalchangerequiresnewgoalsandmeasures.Yougetwhatyoumeasure!
ServicevisionGoals,customervaluecrea8onandaconceptualunderstandingbehindthenewservicesandservicechanges.Linktocorporatestrategyandthesurroundingworld.
CustomerunderstandingWhoaretheservicesforwhatserviceswillcustomersrecommendandwhataretheywillingtopayfor
Serviceproduc8onWhatchangesarerequiredtoprocesses,resourcing,work-rolesandsystems
SuccessforecastCostsofserviceproduc8on,revenue,investmentrequirementsallmodelledthroughtestedclientbehaviouranalysis
Small Big
PoorGreat
Customervalue
Businessvalue
