In the previous chapter we discussed the features of operational plans on a general level. Based on these, now we start building the operational plan – our surfboard. To begin we must define the first building blocks: critical success factors. These are the non-negotiable conditions for winning income from customers, and thus for success in surfing our big wave.
Critical success factors (CSFs) may exist anywhere in the entire business ecosystem – within or outside of our company.
Identifying the wrong CSFs will make the rest of our operational plan useless. To get them right we must search the whole business system and make sure that they are the real drivers that will lead our business system to the goal.