Do your customers benefit from each one of your firm's activities ? Are all activities organized and coordinated for the best value for money ? Does your organization capture and sustain customers' loyalty ?

Do people in your organization communicate ? Does information flow across departments and functions?

Can you show to your customers and to your shareholders how you make decisions and how you deliver products and services ?

Do you have the right competencies were they are needed ? Does your firm's organizational structure and practice support your strategy ?

Have routine and legacy made your organization heavy and non responsive ? Can customers accepts this for much longer ?

Can you do better with information systems? Do your information systems support or hinder the way you actually do things?