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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 […]

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 […]

Capability Components

Pardon, which sector? – Xtech and Why I’m Fed Up with Tech part 3

Posted Posted in Articles, Methodology, Startups, Strategy, Transformation

I’ve written previously about the issues with xtech that arise from applying -tech to the end of a sector such as healthtech, fintech, etc. And I introduced (and revoked) the idea of a -value suffix. Earlier this week, a conversation earlier made me think more about this and I want to explore the concepts of Business Capability and Capability Components further. The entrepreneur mentioned that he was in the finance sector. On questioning further, the offer was a financial app for any sector. There’s a big difference and we can explore that difference in a matrix between capabilities and sectors. At first glance, that looks like a contender for the world’s least useful matrix. On second glance, I’d also probably agree with my first impression. Not only does every cell in the matrix have a tick in it (so there’s […]

Capability Vision 0_04

Using Archimate for Business Motivation Model and MSP – Part 6: Capabilities and Org Units

Posted Posted in Articles, Mentoring and Training, Methodology, Strategy, Transformation

Taking the model defined so far and introducing the concept of capability changes and the effect on the organisation units. 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 element of MSP. In the fifth article, I introduced the whole diagram so far and the achieving different perspectives on that model In this article, I’m going to introduce a related model that includes how to […]

high-heeled-shoes

High-heels, guitars and cultural expectations

Posted 1 CommentPosted in Articles, Innovation, Strategy, Transformation

Expectations can run deeper than you may at first think, especially if those expectations are based on decades of cultural information/misinformation. This may affect attitudes towards quality or acceptance of new ideas, including industry innovations. If we’re aiming to make changes in an organisation, we should look out for the deep-rooted expectations of what’s acceptable. It’s about the form High-heels have been a feature of women’s attire for centuries, especially since the latter half of the last century. They’ve become a focus for discussing what’s acceptable in our society, to the extent of legislation in some countries banning companies from requiring its female workforce to wear heels. But also, from a moral perspective about whether wearing them can ever be required. Setting the moral and legal arguments aside, let’s take a quick look at what’s behind them. Morris conducted an […]

taco

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 […]