Commitment-based Management
Commitment-based Management (CbM) is a new management practice developed by software entrepreneur and management consultant Dr. Fernando Flores in the 1990s. Numerous Global 1000, mid-sized, and small bio- or high-tech companies use it. CbM enables high flexibility, customer-focused, opportunity-seeking processes that enable its practitioners to achieve extraordinary customer satisfaction, positive word of mouth, increased employee morale and increased revenue while dramatically cutting operational cycle times and customer-acquisition and servicing costs.
For CbM practitioners, an organization is a network of commitments between people. Work gets done when a customer requests someone else to do something and that person promises to do it. The request and promise are the basis of business. CbM practitioners follow the steps of explicit commitment formation and fulfillment rigorously. The Commitment Loop (below) represents the steps and possible speech acts at each step. Promises are the hallmark of CbM. Consider what happens when you receive or make a reliable personal promise: You race to the next steps with trust and coordination.
What does CbM change?
- Commitment-based designers align the recurrent commitments of the organisation to the central promise to the customer.
- Designers develop new, signature practices for keeping and monitoring commitments. For example, marketing meets weekly to give a firm answer to the question, "Why should our customers marry us?" Operations meet their customers weekly to ask "Have we met our promises? How could we have done better?"
- Managers and employees undergo personal, entrepreneurial transformations as they make promises to customers and organize others to fulfill.
Overall, CbM induces practitioners to embody the corporate mission as one collective intention while accepting individual accountability for extraordinary results.
Check out our five core services:
- Service Innovation
- Learning Teams
- Strategic Mobilisation
- Agile IT Strategy, Design & Integration
- Leadership Development - that all use CbM.
