Often strategy and tactics are misaligned. Let's say that the businesses' market strategy is "Customer Intimacy". But operations is training staff be efficient, get the job done, only tell customers what they "need to know" and don't "waste" too much time talking to clients. After all, time is money, right ! ?

Wrong !...

These misaligned strategies and the tactics that support the operations strategy don't produce customer intimacy.

One of the best ways that I have found to think about the strategy / tactics connection is to think about interconnected layers:

Strategy

   Tactics

Strategy

   Tactics...

In each layer the tactics support the strategy AND the next layer's strategy and tactics support the layer above.