Agility in Services – Capabilities for Difficult Times (2009)

Description

Published 2009. Written by Professor Chris Voss and Chao Wang, London Business School.

Agility can be defined as: “The ability to respond rapidly and effectively to unpredictable change and turbulent markets.”

This report examines how organisations view agility, whether agile organisations outperform those that are not, the capabilities associated with agile organisations and how management could improve performance.

A roadmap is proposed which sets out a journey to move from recognising the importance, self-assessment, building the organisational capability, building agile systems and processes to deciding on the degree of investment in multi-competence.