1.5 - About University

H OW TO USE THIS LEADERSHIP TOOL“I work very hard; please don’t expect me to think as well.”—Ashleigh BrilliantWEB WORKSHEETFollow these steps to analyze your client or customer base.1. Do some thinking for yourself. Although you need a reasonably clear idea of what shouldgo in the planning matrix that follows, be careful not to close your thinking to inputfrom others. Do you have any givens—those things that you cannot compromise?Leaders need to be decisive regarding their client or customer bases and the group’sproduct and service mix so that people know the group’s direction. However, don’t beso decisive that you become inflexible, and group members feel that they can’t challengeestablished practices or contribute new ideas. [☛ 3.3 Environmental Scan]2. Involve others. Sooner or later, your workgroup or team needs to agree to, and committo, a strategy for providing products and services to specified clients or customers. Theonly path to commitment is involving group members and allowing them to influencestrategic decisions. If your group is very large, you may need to assemble a task force—ideally, the best strategic thinkers from your group—to represent the group in thisstrategic decision-making process. You will want to lead this group, as strategic thinkingis crucial to your success. You need to involve others, but this work cannot be delegated.[☛ 10.7 Getting Participation]3. Decide how you will proceed. Depending on the lead time available, and how big a breakwith tradition you expect to make, this process may be done quick and dirty at somerisk; or, more ideally, over a series of meetings with input from clients, senior management,and others not on the task force. [☛ 5.1 Change Equation]4. Complete this matrix. Write in key names and key activities. Remember the 80-20 rule.Don’t get caught up in detail and analysis paralysis. Plan action steps after you havecompleted this matrix. For example: What can you do to add more customers or clientsto the high value-added side of this matrix? What steps can you take to reduce lowvalueactivities?SECTION 3 TOOLS FOR STRATEGIC THINKING 87