Commitment-based Management (CbM) shows that organisations
function best when managers guide action with distinct, personal,
actionable promises made to owners, other managers, employees, and
most importantly customers. This only happens when
managers take responsibility for the quality, co-ordination and
fulfilment of these promises across the organisation.
Developed following extensive research in association with
Stanford University, University of California at Berkeley, The
Kellogg School of Management, and London School of Business, CbM
provides a distinctive methodology for producing new and
of business performance.
VISION uses its Commitment Loop (see below) to map the steps
from request to satisfaction in order to understand,
challenge and improve the exact commitments and promises made at
each step. CbM focuses on ensuring that all parties are making
right promises, that those promises are clearly understood and
that each party identifies how it will deliver on them. This rigor
around promises creates an environment of trust and high
coordination within the organisation and transformational business
Numerous Global 1,000, mid-sized and small bio or
high tech companies now use Commitment-based Management.
What does VISION CbM change?
- Commitment-based designers consistently align
the commitments within an organisation to its promises to its
- Designers develop new organisational practices for keeping
and monitoring and managing commitments.
- Managers and employees undergo personal transformations as they
understand the power and importance of meeting their detailed
promises. CbM creates an entrepreneurial culture
where individuals take more responsibility for the promises
they make to each other, to customers and organise themselves
and others to deliver on these promises.
Overall, CbM creates a culture where all stakeholders embody the
corporate mission while accepting individual accountability for
extraordinary results. Where clear promises have been publically
made, there is no hiding from the responsibility for delivering on
Many companies have convinced themselves that they already
manage commitments to each other and to their customers. In over 20
years of practicing CbM our experience, however, is that few create
such a culture around commitments and promises that delivers
individual accountability to build real trust and coordination
throughout the organisation.
Here are our five core services that all use CbM:
1. Customer Service
3. Call Centre
4. Organisational Cultural
5. Efficient Capital