Optimising for consumption vs optimising for production

Optimising for consumption over optimising for production is what customer-focused, digitally enabled/transformed organisations do. Even if it means making things harder for themselves, these organisations accept that in order to make it easier for their customers. An organisation that says, “Customers can only access our services at a time and in a way that suits us”, is optimising for production.

I’ve yet to see an organisation that does optimise for consumption, but maybe one day I will.