Page 496 - Operations Strategy

case study 16 • the thought space partnership 471
them the potential which derives from the combination of our various internal skills. Yet,
we can’t really manage that creative combination of our skills unless we involve the external
stakeholders more directly.
The solution I am proposing is that we make our own “ideas factory” a living example of
what we are capable of. It should be a place where everything from the design of the office space
through to the way we greet visitors reflects the creative values of the business. Any clients or
groups of clients visiting us (and they all should be made to) should feel they are entering an
ideas “theme park”, a place which excites their vision of what is possible, a place where they
can interact with us, where we can understand their various requirements and where clients
can use the environment to understand any of their own internal conflicts. I propose that our
existing marketing department transforms itself into a “Client Experience” team, responsible
for the design and management of the total client experience. This would include deploying
our existing, or any new, centres of expertise within the building and organising their work to
provide the appropriate client experience while ensuring that our creativity is fully exploited.’
(Pauline O’Sullivan, Marketing Partner)

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