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Competencies Supported by Capabilities
Some examples of core competencies supported by organizational capabilities are:
• Starbucks - Excellent coffee supported by specialty coffee beans, and proprietary brewing mechanisms,
• Federal Express - Overnight package delivery supported by sorting, routing, and tracking procedures.
• Walmart - Low Prices supported by tracking and control mechanism to know the sell-through rate of an item, and when that item needs replenishment,
• Disney - Family oriented vacations, theme parks, movies, video games, and other entertainment ventures.
High performing organizations do not achieve that status by “luck”. They implement control mechanisms to allow measurement, feedback, and improvement of their delivery systems without the addition of unintended bureaucracy. This is what separates the high performers from the also- rans.
Within the arena of IT Service Management, these specialized organizational capabilities show up in the form of processes and functions. What we do, how we do it, and who gets it done!
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