Deliver what you promise

Padda, Bali2022

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Summary

As Chief Operations Officer at LEGO, Bali overhauled the toy company by shaking up its operations and instilling essential business fundamentals. He resolved issues across the supply chain and forged close partnerships between functions. He cut unpopular product lines and diverted the company's attention on hero items. He developed a relentless focus on customer service - of delivering what was promised - and he instituted weekly performance briefings known as the Visual Factory, which ultimately spread throughout the whole organisation and transformed culture and performance. The result was that LEGO not only survived but became the biggest toy manufacturer in the world. Bali distils his methodology at LEGO into ten essential, fundamental lessons.