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MKT.11:3 - Forces
| Tension | What the arrangement must preserve |
|---|
| A simple customer promise can require many contributions. | The dependencies that determine whether the whole result is attainable. |
| Teams have local goals and authority. | Effective decisions and commitments without treating a meeting as consent by every provider. |
| A provider can be capable but unavailable at the needed time. | Capability, access, assignment and capacity as separate conditions. |
| New experience insight can justify change while current service must continue. | The complete burden of both and a feasible way to recover. |
| Flexibility helps exceptions; unrestricted promises can defeat the service. | Bounded discretion, actual support and a known return when limits are reached. |