If you’ve been following our series, you’ll know that we believe that whether you’re restructuring an existing business or building a new one, the base unit of building a service aligned business is a capability. We’ve explored elsewhere the different types of capabilities (Case Managed and Core Standardised), how to structure services and the practicalities of building services. This article is concerned with the practicalities of building a capability.
As a reminder, a capability is the base unit of the purpose of an organisation, something the organisation does to fulfil its customer proposition. There are levels of capability, from top level capabilities such as “payments” or “customer relationship management”, to much more granular capabilities like “instant payments”, “customer onboarding” and beyond.
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