Companies accelerating up the growth curve are achieving increased market traction…more customers, higher sales. That’s great news! But many companies discover that their scaling journey is accompanied by operational breakdowns that cause rework, errors and, if the breakdowns involve core product delivery, customer complaints and attrition. When that happens, finger-pointing and frustration inside the company isn’t far behind.
What has happened here?
Well, back in the startup days, the founders were a small team who shared knowledge on all aspects of the business. They not only had an implicit understanding of the operational processes - they helped create them!