Person centred Service & Business design

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 is used by some of the most successful organisations in the world. Reinventing the workplace, using systemic design methods.

What is Systems Leadership?

A manager describing systemic leadership as it relates to her.

Systemic design is the term used to identify the organisation that has moved form the traditional, to the agile. They have reinvented themselves.