shape

This is all about the process of building and refining the framework of the organisation. It is the foundation upon which the business' day-to-day activity (“OPERATIONS”) is built. It is the activity that defines and creates strategy, tactics, systems and processes. Again, it can be considered at different levels, from national structures, down to who sits next to who in the office. One key difference to “OPERATIONS” is that activity in this area is carried out by “standing back” to reflect and plan.