Chapter 5: Reference Models for Operational Design

Eight words changed the trajectory of the transformation. A student leader said: "You've redesigned the engine. Have you redesigned the experience of being a passenger?" Individual capabilities were adequate. The experience they produced together was not. This chapter introduces the recipe card: the reference model artifact that shows which capabilities must come together to produce a specific outcome for a specific stakeholder. It is the difference between having all the ingredients in the pantry and knowing the recipe.