You can have every capability the strategy demands and still fail the stakeholder. A student tells the leadership team something they have not heard before: "You redesigned the engine. Have you redesigned the experience of being a passenger?" This chapter reveals the difference between having the engine and designing the ride -- why operations designed from the inside out optimize for institutional convenience, while operations designed from the outside in optimize for the thing that actually matters.
By the end of this chapter, you'll be able to:
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