Service design for complexity using systems thinking
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...
Service and Business Design
The development of Service Design, from Design Thinking, has often focused on the Digital tools and tactics for boosting service design. An example of this is the work of GDS in government. What is more hidden and less obvious are the application of such design when an organisation does not need Digital, but need their actual services to be redesigned. Often, this needs to occur prior to the Digital work.
Complexity is suddenly all around us in the business world. At least, we are recognising that complexity is now somehting that has to be understood as a key factor in service design.
Services that contain complexity in their demands, or workflow, will require very different approaches to design than they would for a logical service.
These approaches to design demonstrate the inability for a standard process to achieve any satisfactory outcomes, and local decisions need to be made in the workflow.
This is the ability to view the service and the organisation through the lens of systems thinking. The characteristics of this are:
The outcome is a new type of understanding from where Service Design can have far deeper impact. And it can successfully used to deal with complexity.
The current mindset and skills that leaders are taught today, have been around for decades. They originated from the core of the industrial revolution, and the techniques developed to fight old wars.
An increasing number of leaders sense a growing concern and dissatisfaction with today status quo, and they are looking around for something better.
Enquire a little further, and you will find that there are a myriad of innovative and effective leaders and managers using different techniques. They are pioneering a systems approach to managing, and demonstrated its effectiveness by being consistent world leaders. Argyris, Sholtes, Senge, Ackoff, Deming, 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 or Teal 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 inter-connectedness of how things work, 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...