Mergers & Acquisitions

What are some tools and frameworks that you have applied or recommend for creating a shared identity and purpose?

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angela
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I recommend a "Customer Experience Hierarchy" (CXH).

It is a Current State asset.

It's nothing fancy - a plain hierarchy of parent processes and child processes.

The top of the hierarchy inventories how customers engage with the (newly merged) company in the customer's language.

Each successive layer of the hierarchy is an inventory of processes deeper into the company and away from the customer.

The CXH has simplicity and transparency that help to euthanize redundant, low-value, and wasteful operations.

It helps minimize "operational sprawl."

It promotes reusability.

Having a CXH reduces the marginal cost of educating and changing the answer to the question, "Who are we to our customers?"

And like all unglamorous Current State documents, it is instrumental to keep the size and scope of every project modest. It provides discipline, boundaries, and backbone to avoid scope creep. It's vital to keep go-live events together close enough to avoid high-risk, lumpy projects and be labeled "waterfall."

The CXH helps keep a company obsessed with customer experiences instead of obsessed with data, glorified database queries, and electronic file cabinets posing as "automation."

It helps prioritize CX integrity/governance over data integrity/governance.

------------------------------
Robert Snyder

Original Message:
Sent: 2024-03-28 09:41
From: angela middleton
Subject: How do you align the vision, mission, values, and culture of the new company with the existing ones of both organizations?

What are some tools and frameworks that you have applied or recommend for creating a shared identity and purpose?

------------------------------
angela
------------------------------

Hello Robert. Thank you. 

This is definitely a different approach and one I'm going to familiarize myself with. Really appreciate you sharing and responding to the question.

Kind regards,

Angela

I recommend a "Customer Experience Hierarchy" (CXH).

It is a Current State asset.

It's nothing fancy - a plain hierarchy of parent processes and child processes.

The top of the hierarchy inventories how customers engage with the (newly merged) company in the customer's language.

Each successive layer of the hierarchy is an inventory of processes deeper into the company and away from the customer.

The CXH has simplicity and transparency that help to euthanize redundant, low-value, and wasteful operations.

It helps minimize "operational sprawl."

It promotes reusability.

Having a CXH reduces the marginal cost of educating and changing the answer to the question, "Who are we to our customers?"

And like all unglamorous Current State documents, it is instrumental to keep the size and scope of every project modest. It provides discipline, boundaries, and backbone to avoid scope creep. It's vital to keep go-live events together close enough to avoid high-risk, lumpy projects and be labeled "waterfall."

The CXH helps keep a company obsessed with customer experiences instead of obsessed with data, glorified database queries, and electronic file cabinets posing as "automation."

It helps prioritize CX integrity/governance over data integrity/governance.

------------------------------
Robert Snyder

Original Message:
Sent: 2024-03-28 09:41
From: angela middleton
Subject: How do you align the vision, mission, values, and culture of the new company with the existing ones of both organizations?

What are some tools and frameworks that you have applied or recommend for creating a shared identity and purpose?

------------------------------
angela
------------------------------

Another idea is a "positioning statement." Attached is a template (a "prompt").

I haven't rewritten my company's positioning statement in a while, so if you'll indulge me 🙂

"For innovation professionals, Innovation Elegance is the brand of methodology that synchronizes communication traffic by managing with Five Verbs. Like Agile and Waterfall, but low marginal cost and solving VUCA."

So now you have a template AND an example. 🙂 I think some approaches to your question can be aspirational and squishy, and some could try to minimize ambiguity and convey tough, even unpopular decisions about who a company is and is not.

Hello Robert. Thank you. 

This is definitely a different approach and one I'm going to familiarize myself with. Really appreciate you sharing and responding to the question.

Kind regards,

Angela

I recommend a "Customer Experience Hierarchy" (CXH).

It is a Current State asset.

It's nothing fancy - a plain hierarchy of parent processes and child processes.

The top of the hierarchy inventories how customers engage with the (newly merged) company in the customer's language.

Each successive layer of the hierarchy is an inventory of processes deeper into the company and away from the customer.

The CXH has simplicity and transparency that help to euthanize redundant, low-value, and wasteful operations.

It helps minimize "operational sprawl."

It promotes reusability.

Having a CXH reduces the marginal cost of educating and changing the answer to the question, "Who are we to our customers?"

And like all unglamorous Current State documents, it is instrumental to keep the size and scope of every project modest. It provides discipline, boundaries, and backbone to avoid scope creep. It's vital to keep go-live events together close enough to avoid high-risk, lumpy projects and be labeled "waterfall."

The CXH helps keep a company obsessed with customer experiences instead of obsessed with data, glorified database queries, and electronic file cabinets posing as "automation."

It helps prioritize CX integrity/governance over data integrity/governance.

------------------------------
Robert Snyder

Original Message:
Sent: 2024-03-28 09:41
From: angela middleton
Subject: How do you align the vision, mission, values, and culture of the new company with the existing ones of both organizations?

What are some tools and frameworks that you have applied or recommend for creating a shared identity and purpose?

------------------------------
angela
------------------------------