Symptom: Clients complain that the organization is unresponsive, or that its products are not delivered in a timely fashion.
When a client wishes to purchase something, particularly when a high-payoff application is identified and funded (or given a high priority), nothing should get in the way of the organization getting it out the door right away.
To be responsive to the clients' needs, the organization must be prepared to implement small-scale solutions that are tailored to people with unique business problems. These are the most likely to be mission-critical and high-payoff. In addition, large, organizationwide solutions may be necessary for continued operations, or may provide infrastructure that others can apply to business problems. In either case, the organization must be prepared to respond very quickly to inquiries, and then to deliver results within agreed upon time frames.
