Examples of Service Design underpinned by Systems Thinking

Social Housing Options

Transforming the way that authority dealt with their needy citizens. The outcome is a community and locality based approach.

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 In depth 

Telecomms Contact Centre

The transformation of a national Telecomms 1,400 strong contact centre - reducing waste and improving the customer experience.

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Housing and complex needs

Rent arrears, and tenants that are in difficulty. Do we enforce, or shall we assist?

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Council Environmental Health

From policing restaurants and ticking boxes, to helping restaurants improve. A complete reversal of behaviour and results.

 E Health
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 In depth 

Non-emergency crime

This Police example is of a small project to help managers understand new ways to view their handling of crimes.

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Community Health & Social Care

A multi-discplinary team, a systems thinking approach; eliminating barriers, with dramatic  impact on patients and cost.

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Resolving Problems in the Community

Neighbour disputes, noise, anti-social behaviour. Help people rather than punish them, integrating local council, Police and mental health.

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 In depth 

WHAT I DO

I have been involved in transforming organisations with systemic design for over 20 years. Starting in creative engineering, spent formative years with Hilton International and in manufacturing. After obtaining an MBA, then worked in ABB, where the complexity of the reality of efficient and effective rapid operations became all too clear. I become exposed to national and international management and change projects.

With Vanguard Consulting, the methodologies of systems thinking, lean and service design were learned. Especially being able to understand an organisation, together with its people and behaviours. Working with a multitude of different organisations, and very good consultants, gave me the experience and confidence to assess  develop flexible approaches to the challenges that real organisations face.

Now I see the opportunities of Design Thinking, Service Design and Organisational Design are increasingly incorporating various elements of business and operational competencies. 

My natural style is collaborative and people are always at the centre of how I work.