The Art of The Possible Personal Delivery Experience

INTRODUCTION
- recognised that big improvement was needed
Accenture
Global footprint
$20+ billion revenue and 200,000+ people
Critical Issue
Some (very) material losses
High satisfaction but high rework
Root Causes
Inconsistent delivery + lack of preventative governance
No common “goodness” definition
Poor sharing
“Issue management rather than risk mitigation”
Required outside help