Gass Transforms PDSO
Gass built considerable flexibility into PDSO to deliver effective services to the business units. She negotiated customization of services with the business units to find an
appropriate solution to specific needs. However, not everything was open for negotiation. Many services were non-negotiable and required compliance when developing a
business solution (Figure 7.3). For PDSO, agility depended on proficiency in defining
the thresholds of negotiability for standards and policies among the services it delivered. Negotiable items allowed input, comment, and adjustments by involved parties