Person centred Service & Business design

What are the outcomes for you and your organisation?

Good Service Design is when departments and staff to collaborate together as the norm, and staff that are able to take some responsibility for operational decisions. Freeing up the manager to focus on the service itself - understanding and making decisions - improving the work. Service Design done well creates:

• The role that you always wanted to have as a modern leader.
• Employees become motivated, and perform to their full.
• Innovation permeates into all parts of the organisation.
• Value is created and waste in the flow gets slashed.
• Performance improves, consistently.
• The ability to adapt to rapid change.

Why do it?

The Traditional Command & Control models of the past are 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

Typically, what does this look like?

It is a way of understanding a service and organisation, and how to lead it. It is different to how we generally practice leadership today. This is a typical sequence:

It starts with taking some of your staff through activities that focuses on the reality of the customer experience and their interactions with you.

We then understand the whole service end to end, as it is now.

Together we analyse what was learned and then plan for the next steps

A small team works through rapid experiments to prove what is actually possible, using new innovative techniques.

We also engage with stakeholders and departments all along the end to end service.

The team then prototypes an agreed design that then incorporates all aspects of the service.

The learning of the prototype will then create the new service.

Your managers develop a systems perspective that sees the organisation, not as a series of departments, but as an end to end flow starting with the customer experience. Your service is designed around your customers needs and your business design follows the service design.

This approach creates the most successful organisations in the world. Its principles have been successfully applied to both private and public sector organisations.

What is Systems Leadership?

A manager describing systemic leadership as it relates to her.