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Look at the Evidence – the Spike and Delay Pattern in Social Care

Posted Posted in Methodology, Problem Solving, Service Redesign, Transformation

A number of years ago, I was transforming a city’s social care directorate and, as part of that transformation, we aimed to reduce the time it took to do anything when interacting with the service. The transformation was based on a more fundamental need to free up workers to be able to do the work they were meant to do rather than having to fight the fires caused by delays and resulting failure demand. I instigated a methodical approach for identifying which cycles to focus on first. As the team progressed through the cycles, I noticed a pattern; it’s the spike of activity followed by a lengthy delay as discussed in a previous article. As we looked in particular at a few cycles of spike followed by a delay, I routinely advised the team to question the need for that common […]

speaker

The Delay Following the Spike – Issues with Cycle Time in Service Industries

Posted Posted in Articles, Problem Solving, Service Redesign, Transformation

How long does it take you to do what your customers want? Not just the first part, but the whole of it? 1. The Pattern I see this pattern commonly replicated across service industries. It involves a very short spike of activity (e.g. 5-20 minutes) followed by a lengthy delay where something is sent to the customer and the organisation waits for the return. This is followed by a 2nd spike of activity which in turn is followed by another lengthy delay. Depending on the bureaucracy involved, this process may involve several rounds of spike and delay, each adding to the overall delay in service for the customer and, most likely, increasing failure demand on the organisation. 2. Some Samples Let’s have a look at a few industries and see how this pattern plays out: 2a. Retail Industry Take for […]

Business Motivation Model for GDPR

GDPR: The White Knight or The Elephant in The Room

Posted Posted in Articles, Problem Solving, Service Redesign, Strategy, Transformation

I’m going to use GDPR as an example of how prioritised goals can make a big difference in how an organisation responds to change. I’ve no wish to jump on the consultancy bandwagon that is GDPR; I’m definitely no expert on the subject. However, GDPR will serve as a good example in this content as it’s a topical subject that many organisations are addressing. A brief perspective on GDPR I have a simple view of GDPR in that it’s requiring organisations to be better citizens, i.e. to behave better with the data that they obtain and manage. While there are a those complaining about the effects of GDPR, I would first want to question the motives of the companies they work for. I would be looking to see whether the motives are customer-centric or profit-centric. For most customer-centric organisations, most of […]

Checkout Till

Finding a balance between the needs of the organisation and the needs of the customer

Posted Posted in Articles, Methodology, Service Redesign, Strategy

Some companies are immature in their approach to customer relationship management (CRM), but at the heart is a desire to get something for free. And that’s wrong. The scenario You look around a shop, you pick something up, take it to the checkout, wait in a queue. You notice that the queue is moving slowly, despite most customer only having a handful of items and then paying with credit card. Maybe the link to the credit card authoriser is a bit flakey today? It’s your turn at the checkout. Once the greeting and the small talk is out of the way, the dreaded question is delivered by the sales assistant “Can I have your email address please?” or some variant on that request for your email. This may be followed with “can I take your postcode?” or “do you already […]

Business Architecture and Service Design

How Might We Apply Service Design to the Enterprise?

Posted Posted in Articles, Methodology, Service Redesign, Strategy, Transformation

I simplistically take the view that Service Design is the concepts and methods of Design Thinking applied to making services work better for their customers. It’s a definition that works in the circles I most commonly move in, i.e. directors, programme directors, etc. It allows me to set the stage in which service design and design thinking both play. However on the same stage, we commonly find KPIs, OKRs, Business Architecture, etc. And the stage starts to look crowded very quickly. We also start to see people pulling in different directions, like someone has let a mouse loose in the chorus of an Italian opera. Operas and plays have directors, often many directors each responsible for their own domain, but with one artistic director responsible for the overall vision. Envisioning Now imagine what would the stage look like if the […]

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The Taco of Business Architecture – What’s the Purpose of Business Architecture?

Posted Posted in Articles, Methodology, Service Redesign, Strategy, Transformation

As a profession, Business Architects are in danger of becoming defined by just one of the products that they create. Unfortunately, it reduces the value that the profession can provide to organisations and limits expectations of prospects and clients. What went wrong? Imagine a fine-dining chef who makes tacos once at the request of a favourite customer. The chef knows tacos will do the job, she knows they’re sustenance, she knows that there are better products and even advises the customer of what she can do instead. But the customer wants tacos, so she delivers. Other people like tacos as well. So she becomes known as a taco chef and the world is left short one fine-dining chef. Or rather, she’s no longer unavailable to provide the fine-dining experience since she’s now cooking tacos at the request of many customers. […]

The whole model for this series of articles

Using Archimate for Business Motivation Model and MSP – Part 5: Perspectives

Posted Posted in Articles, Methodology, Service Redesign, Strategy, Transformation

The model I’ve been using in the previous articles has grown to become relative complex (complex for a online article, not for a typical business architecture model) while trying to describe a common situation in most organisations. I’m going to show it all in one diagram in this article and show different perspectives on the diagram. Recap In the first article, I introduced the standards and the tools that are in scope of this series of articles. To recap, the chosen tools/standards/methods are: Archimate – The open source enterprise architecture modelling standard Archi – a tool for working with Archimate Managing Successful Programmes (MSP) Business Motivation Model (BMM) In the second article, I introduced how I’m handling benefits and goals. In the third article, I introduced the corporate element of the BMM. In the fourth article, I introduced the Blueprint […]

Tidy Clothes Hangers

KonMari Method applied to Organisational Design

Posted Posted in Articles, Methodology, Service Redesign, Strategy, Transformation

Can we apply the KonMari to Organisational Design? The KonMari method describes how to tidy your house and how to keep it tidy. It is a set of rules that you can absorb in order to keep a less cluttered house. Having read through the concepts and the rules, I noticed some similarities to the domain of Organisational Design. So let’s work through some of the main rules. 1. Tidy all at once The premise of this is the concept that tidying an untidy house a bit at a time doesn’t work. Now before I hear you say Continuous Improvement, we have to remember that at first with KonMari, the house is already untidy. And so it is with our organisation. We’re performing Organisational Design because the  organisation is an unfit state; it’s untidy. So let’s allocate enough time, effort […]

Business Motivation Blueprint

Using Archimate for Business Motivation Model and MSP – Part 4: Mission

Posted 1 CommentPosted in Methodology, Service Redesign, Strategy

In the first article, I introduced the standards and the tools that are in scope of this series of articles. To recap, the chosen tools/standards/methods are: Archimate – The open source enterprise architecture modelling standard Archi – a tool for working with Archimate Managing Successful Programmes (MSP) Business Motivation Model (BMM) In the second article, I introduced how I’m handling benefits and goals. In the third article, I introduced the corporate element of the BMM. In this article, I’m going to introduce the Blueprint element of MSP. What we’ll cover: The MSP Blueprint The MSP Mission Some of the capabilities that we’re affecting Design Principles The start of work packages What we won’t cover The detail of the organisation design (e.g. current and future designs) The full capability map Multiple programmes Warning Do not consider this article to contain the […]

Partnership Map 0_02

Partnership Map

Posted Posted in Articles, Facilitation, Methodology, Service Redesign, Startups, Strategy

I’ve developed a Partnership Map, designed to help us think about which companies we partner with and why. With my clients, I’ve often found workshop attendees confused (at least initially) by the term partnership. If you use other well-known tools such as the Business Model Canvas, maybe you’ve encountered similar issues. We all use the term partnership, but rarely question what we actually mean by it. I usually revert to asking what the partnership entails. If it’s one company paying another for services, is that really partnership? Components There are two parts to the target The Map itself: designed so you can print it large and place your partnering companies on the map A table of the definition of the tiers. I’ll admit this is a very rough draft, but I thought it better to get it out in the […]