BOSTON & BERLIN

A conversation with Paul LeBlanc,
President of Southern New Hampshire University
Creating the Jobs-Centric Organization
What would an enterprise look like if it were organized around
the jobs to be done of its customers?
Innosight’s Dave Duncan, coauthor with Clay Christensen of the new book on the topic,
Competing Against Luck, noted that creating a “job-focused organization” involves
identifying and solving the jobs of different customers and embedding an awareness of
those jobs into everything they do. “So it can be found in the way they talk about their
strategy and about their purpose and their culture,” he said. “And it is a very powerful
thing when you can accomplish that.”
As a case in point, we drew lessons from the story of how a small regional college of 4,000
students overcame cultural barriers to grow into a national online university serving more
than 100,000.
President Paul LeBlanc described how Southern New Hampshire University, a private, non-profit
college started as a school of accounting located above Quality Shoes. Now, it’s one of the three
largest online universities. Over the past six years of strong growth, many large university systems
(in Florida, Illinois, and Texas) tried to expand online and largely failed. So how did SNHU do it?
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