Effective Service and Business Design
Innovative techniques come from those few who truly pioneer effective and efficient services, by redefining their approaches. The old ways of managing are being left behind...
Tomorrows organisation, today
Going in to any larger organisation today, the main characteristics that you will see will be the managers, the front line, and back office support staff. Look at the dynamics between each department, and you will find the usual mix of barriers, conflicts, rework, lack of responsibility, and so on. The managers, in particular, will often spend time fire-fighting, and massaging the data to fit in to the machine that contains the monthly management measures.
The main elements of how we view and manage an organisation today, are based on principles developed in the industrial revolution and in the military - certainly by the 1930's we had the groundwork in place for modern management today.
The innovative ideas that are used by leading edge organsiations to achieve great results, are not borne from this history. The ideas are from a rethink of how we should manage and understand business design. They include allowing everyones capability to be fully expressed, so they participate in creating the whole. Where managers are there to support and lead. And where the organisation is tuned to reacting to its customers in novel ways.
The Command & Control model is not working...
“You never change things by fighting the existing reality. To change something, build a new model that makes the existing model obsolete.” R. Buckminster Fuller
Argyris, Sholtes, Senge, Ackoff, Deming, Toyota, Systems thinking, Design thinking, business design, Teal...
Toyota, and others have pioneered a systems approach to managing, and demonstrated its effectiveness by being consistent world leaders. Argyris, Sholtes, Senge, Ackoff, Demming, Seddon, and others have contributed to developing ideas and practice, that have enabled us to think beyond our reductionist and standardised approaches developed during the 20th century.
Systems Design Thinking approaches will enable you to view your entire organisation; how it is working as a whole, and the barriers within it. It cuts through the detail and focuses on the main value, waste, and behaviours that ultimately drive an organisation. It describes the whole interconnectedness of how things work from the customer experience CX, it creates and uses collective intelligence that is normally hidden in most organisations.
The outcome of this approach, is the clarity that it brings. Enabling leaders to redefine those core aspects in their organisation that impact performance of the services and people. Enabling you to implement real impactive transformation that lasts.
It has the makings of a new profession, on how to manage correctly...
Frederic Laloux has written a book Reinventing Organizations. This is a description of one way of seeing and developing future organisations. Those teams and managers that have worked with me will agree with the main elements of the book, that there is a next generation of leadership style and approach. They tend to share certain characteristics:
This work has been examined and developed by Taichi Ono, Clare Graves, Don Beck and Spiral Dynamics, Ken Wilbur, and Christopher Cowan