Introduction Most strategies don’t fail because they’re wrong. They fail because they never become reality. That gap between ambition and execution is where the operating model lives. An operating model defines how a company actually runs—how decisions are made, how teams are structured, how work flows, and how value is delivered to customers. If strategy […]

What is ethos? Ethos is a concept from rhetoric that refers to credibility or character. More specifically, it is how trustworthy, grounded, and authoritative someone appears when they speak, write, lead, or act. Over the years, I found myself thinking more and more about ethos not just as a communication principle, but as an operating […]

Most leaders don’t fail because they lack effort or intelligence. They fail because they operate within the wrong model. An operating model is not a strategy. It is the system beneath the strategy—the way decisions are made, resources are allocated, and work actually gets done at scale. It defines how a company behaves when no […]

Welcome to the jungle Let’s start with a natural system. Enter a forest for example. It is comprised of many plant species that can thrive at different levels: trees, shrubs, heather, grass, moss, etc. Within each layer, there are types of plants that like: more or less light, more or less water. And each plant […]

Listen to the universe Listen! Your world is likely speaking to you daily. The daily obstacles you and your team face are the treasure trove of opportunities needed to streamline your operations improve your team culture. Indeed, the obstacles are the path, and distilling sustainable solutions out of them is the name of the game. […]

Optimal organizational structure is essential There is a lot written on the topic of making organizations more efficient. Structure is important but people are more important. Structure is ultimately there to catch the mistakes of people. And we all make mistakes so a framework is necessary for scaling.  If you have the right structure supporting […]

Observations Premise: Clients are becoming ever more quality-sensitive. Challenge: How an organization with a standardized service model can repeatedly delight customers whose expectations grow with every interaction? Critical aspects of client experience: Smooth onboarding – a warm welcome  Service excellence – a zero-error product  Anticipatory service – a proactive approach Graceful separation (if need be) […]

I like the idea of rotating points of contact for vendors – this way we get a fresh perspective and keep vendors engaged We should continuously vet vendors. That way we know the landscape. We can maintain a list of approved vendors per category – this can create a lot of flexibility  Scaling demands structure […]

Think in roadmaps Create service roadmaps for each product and group Review product roadmaps regularly Seek opportunities for functional integration Create a roll-up roadmap to stay aligned and fast-track high-impact initiatives Think OKRs – there is no better tool Unit economics Create guidelines for product development and optimization For example: set ideal ARPU, minimum margins, […]