The Business Business

568 days after request

In her third week as executive lead for renewal, Lisa Morgan began tracing the mileage question.

At her previous company she had run a claims operation through a failed system migration. The programme had one accountable sponsor and nine approval bodies; Lisa had remained answerable for service while the permissions sat elsewhere. When the board later congratulated the programme for its governance, her contact centre was still working weekends. She came away without an organisational theory and with a suspicion of titles that arrived without verbs.

The title was new. Renewal had previously belonged to a programme, although its targets belonged to Digital, its cost belonged partly…