Design your playbooks from operating model design, customer journey, colleague succession to on-the-day operational effectiveness. Whatever your role, take confidence in understanding the impact and interconnectivity of every decision.

Every organisation is different, however, the playbook concept is a tried and tested method for strategic and operational effectiveness which can work for everyone. Whatever timeline you are considering, from three to five years out to the next 15-minute interval, we need to know what we want to achieve and how to respond to changes. The playbook approach helps us to anticipate our next move, being on the front foot to adapt quickly to changing circumstances. Most importantly, this helps us to connect decision, develop understanding and harness a culture of continuous improvement.

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This article was first published in the 2024 Best Practice Guide - Shaping the Future

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