Ambidextrous Management - Optimizing current business while preparing for the future
RIGHT hand to manage ongoing business
Typically, managing a company’s current business involves finding ways to add incremental value to products and services. Who can avoid the diet, cherry, caffeine-free, lemon-laced, vanilla, 6-pack, 12-pack, 20-pack, fridge pack, 4 oz, 8 oz, 12 oz, 24 oz, big gulp and other variations of regular Coca-Cola? Similarly, Microsoft has masterfully morphed its Windows operating system product for PCs into an OS for handheld devices, set-top boxes, video games and even cars.
Reducing variability, and hence risk, in sales, manufacturing, and other processes is another key factor in the prudent management of the current business. Expanding geographically, acquiring competitors and similar strategies are variations of this theme at a higher level.
These strategies come more naturally to executives and therefore we call this focus on optimizing the current business “right-hand management”, as most people are more dexterous with their right hand. Also, the right side of the brain is said to more in control of the practical, rather than creative, aspect of our daily lives. Indeed, a good right-hand manager is a dispenser of caution, as he listens to and acts upon what his customers are saying. He generally goes about meeting these incremental requirements through the use of current or risk-free technologies.
Every year we meet with thousands of executives struggling to add value to their organizations through right-hand strategies. Recently, we worked with a public utility on a project that illustrates the power of Customer Relationship Management (CRM) in addressing these operational right-hand situations. The utility decided to add an interactive billing statement feature onto their basic CRM solution to give customers self-service capability.
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