To manage value, you need to have a thorough understanding of the type and frequency of value demands customers place on your organisation and which of these are predictable. Knowledge of high-frequency predictable value demand tells you what expertise you need to build at the point where you transact with your customers.

For value demands that are not high-frequency, predictable demands, you locate the expertise you will need in a place where the person dealing with the customer can ‘pull’ it – bring it to their place of work.

Further, to manage value you will need measures of achievement of purpose in customer terms, being used where the work is done to continually improve the service you provide. These measures should be time-series measures, so you can learn from changes to method, the way the work is done.