Turning Fragility Into Agility

Turning Fragility Into Agility by Jeffrey Tefertiller offers a comprehensive guide for executives looking to revolutionize their approach to service delivery. In addition to being an author, Jeffrey is a business owner, IT leader, adjunct professor, and Edmond resident. He directs his experience and viewpoints at IT leaders, but this book has some takeaways that will benefit leaders in any service-related functions.

Tefertiller highlights the shortcomings of outdated service delivery models, pointing out their tendency to cause frequent outages and customer dissatisfaction. The book introduces a new framework that redefines value creation through efficient processes, the proper use of enablers like automation and AI, and strategic partnerships. Each chapter delves into crucial aspects of service delivery, starting with the fundamentals of how value is created and delivered by people executing processes, supported by appropriate tools to scale these processes effectively.

Tefertiller emphasizes the importance of caring about services, as they impact all facets of an organization and are critical for customer satisfaction. He argues that balancing innovation with continuous improvement is essential to maintaining competitiveness and meeting customer expectations. Measurement, a cornerstone of improvement, is discussed extensively, with recommendations on what and how to measure, focusing on end-to-end services, costs, and customer satisfaction.

Governance is another critical component, ensuring that service delivery aligns with organizational objectives and supports continuous improvement and risk management. The role of people in service delivery is underscored, advocating for investments in training and development to enhance service outcomes. The collaboration among stakeholders is deemed essential for understanding and meeting customer needs.

The importance of partners is also explored, noting that while they can help scale and deliver value, they require careful management to mitigate the complexities they introduce. The book concludes with a 20-question self-assessment tool for leaders to evaluate their organization’s service delivery and identify areas for improvement. Tefertiller’s book is a valuable resource for any executive aiming to modernize their service delivery framework, offering practical insights and actionable strategies to transform organizational fragility into agility.