Market and positioning → customer service and support → suppliers and partners → product or service design
Workflows that drive an outcome from step to step. Process steps that hand work to each other.
Cross-industryRun by organizations in 22 industries. Counted from public, sourced parts only; each organization below links to the parts it was counted on.
- Organizations running it
- 50
- Of their industry
- 0%
The pattern
What every instance has, in order
- DecisionsMarket and positioningin 94% of instancesthen
- PeopleCustomer service and supportin 100% of instancesinformation
- PeopleSuppliers and partnersin 100% of instancesmaterial
- ProcessProduct or service designin 90% of instances
Coloured arrows: a flow of that type seen between the two at instance organizations. Grey arrows: order only.
Structure
Element
Share of instances
Companies
Org structure
72%
36
Sales
60%
30
Account management
28%
14
Variant · where they differ
Member
Variants, couplings and instances
Every level, number, source and dimension: Member, $300 a year.
Couplings · what comes together
Member
Variants, couplings and instances
Every level, number, source and dimension: Member, $300 a year.
Entropy
Where it runs rough
Operating-reality findings at instance companies: workarounds, manual hand-offs, bottlenecks.
- Suppliers and partners22 findingsDependency 20 · Manual hand-off (public record) 1 · Workaround 1 · at 21 companies
- Sales15 findingsManual hand-off 8 · Dependency 5 · Bottleneck 1 · Tacit rule 1 · at 14 companies
- Customer service and support11 findingsManual hand-off 3 · Tacit rule 3 · Dependency 2 · Informal channel 2 · Workaround 1 · at 10 companies
- Pricing6 findingsManual hand-off 3 · Tacit rule 3 · at 6 companies
- Hiring4 findingsDependency 2 · Informal channel 1 · Manual hand-off 1 · at 4 companies
- Customer onboarding3 findingsDependency 2 · Manual hand-off 1 · at 3 companies
- Core system of record3 findingsDependency 2 · Dependency (public record) 1 · at 3 companies
- Billing and invoicing2 findingsManual hand-off 2 · at 2 companies
Seen across
Where it holds
Industries
Business model
- subscription12%
- product8%
- marketplace2%
- service2%
Size
- 1000+ people14%
- 11-50 people6%
- 51-200 people6%
- 201-500 people2%
- 501-1000 people2%
Region
- United States38%
- France6%
- San Francisco, United States6%
- Japan4%
- North America4%
- United Kingdom4%
Instances
The 50 companies it was seen at
Member
Variants, couplings and instances
Every level, number, source and dimension: Member, $300 a year.