How we deal with uncertainty and ambiguity is key to success or service. What worked yesterday won’t work tomorrow, but that doesn’t mean we need to treat each situation as a new problem. Paul Smedley explores what we can do to be ready, ‘whatever happens’.

Embedding a new operating model is complex and takes time, but unless you make a fresh start, you will never lose the bad habits and old working practices you wanted to leave behind.

The true success of any metric lies in the behaviour that it drives, so choose wisely what you report or target, and build a strong foundation of diagnostic measures first. This is how you focus.

Great performance doesn’t happen by chance. A performance playbook will help people see the difference they can make. So, define what it means to be at different levels on any measure, why this matters, and what action is needed.

Explore the factors to consider as you build new operating models and learn from the profound impact of the pandemic on knowledge sharing, social connection, working patterns and productivity assumptions.