1. Who are Agero's constituents? How are these constituents linked in the value-creation process?

2. Who is Agero's primary customers? Explain.

3. How and why did the organization's design evolve? Does this design focus adequate resources on the need of the primary customer?

4. What performance measures are managers in this business held accountable for? Are these the correct measures? Why or why not?

5. Is this an organization that can win in competitive markets? If yes, list the three most important ingredients of its success

Source: Simons, R. & Kindred, N., 2013. Agero: Enhancing capabilities for customers. Harvard Business School Case.

 

 

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