The Next Next Common Sense
canyon boundaries have become too restrictive. Implement regular “inno- vation health checks” that specifically evaluate whether boundaries enable or constrain creative possibilities. Consider the example of a financial services company that imple- mented a digital customer service system based on the value of “person- alized attention.” The system required extensive customer data gathering before any service could be provided. While aligned with their value, the system became a dam rather than a canyon when customer expectations shifted toward quick, convenient interactions. What was designed as a boundary to ensure quality service became a barrier to meeting evolving customer needs. To prevent canyons from becoming dams, organizations can imple- ment several practices: Boundary Review Processes : Establish regular reviews of organi- zational boundaries to assess their continued relevance. These reviews should include perspectives from multiple levels and functions to ensure comprehensive evaluation. Adaptation Mechanisms : Create explicit processes for evolving boundaries based on changing conditions. These might include sunset provisions that require periodic renewal of guidelines or feedback loops that capture boundary friction. Principle Refreshment : Periodically reexamine and refresh guiding principles to ensure they remain meaningful in current contexts. This might involve creating new examples of how principles apply in emerging situations or updating language to reflect current realities. Exception Monitoring : Create systematic approaches to tracking exceptions to standard boundaries. Patterns of exceptions often signal the need for boundary evolution rather than simply addressing each case individually.
175
Made with FlippingBook. PDF to flipbook with ease