Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.

From Service Design to Service Transformation - SDN Global 2016

1 295 vues

Publié le

Customer journeys, experience maps, and service blueprints aren't enough to drive lasting organizational change and transformation. The service architecture framework shows the levels you need to work across in order to deliver deep change and transformation within the organization.

Talk from the Service Design Network Global conference in Amsterdam, Netherlands, Oct 27, 2016.

Publié dans : Business
  • Soyez le premier à commenter

From Service Design to Service Transformation - SDN Global 2016

  1. 1. vFrom Service Design to Service Transforma3on: A Service Architecture Framework Jess McMullin | Situ Strategy
  2. 2. @jessmcmullin | jess AT situ.org
  3. 3. Transformation? What does that even mean? Service transformation is the required organizational and systemic change in order to design and deliver new services which become integrated with the business in sustained, ongoing strategy, structure, and operations at scale.
  4. 4. Journeys, Experience Maps, & Blueprints Alone Don’t Cut it for Organizational Transformation
  5. 5. The rising storm of complexity. 0 1 2 3 4 5
  6. 6. Complexity Impacts All of Us Photo: Covenant Health www.covenanthealth.ca
  7. 7. Photo: CC:BY Parker Knight www.flickr.com/photos/rocketboom/
  8. 8. Multiple globally interconnected reasons for price collapse
  9. 9. “ “ None of us live in isolation from the impacts of an increasingly complex world.
  10. 10. So we need to innovate, and then transform to adopt and sustain those innovations…
  11. 11. But organizational innovation and transformation has more to do with archaeology than with rocket science
  12. 12. Slow, surprising, unexpected, mystery
  13. 13. As we transform organizations…
  14. 14. …we need new perspectives & tools
  15. 15. Seeing & responding to complexity. 0 1 2 3 4 5
  16. 16. Not seeing complexity is risky. Photo: CC:BY darkday hKps://www.flickr.com/photos/drainrat/15241612721
  17. 17. Imagine you are hanging from the overhang of a very tall cliff… With no tools. No rope. No gear. No harness. Photo: CC:BY Akuppa flickr.com/photos/90664717@N00/92297058
  18. 18. TOOLS TO! CONFRONT COMPLEXITY! ARE THE SAFETY HARNESS FOR TRANSFORMATION
  19. 19. Products are Service Avatars @DaveGray
  20. 20. “ “Services are Systems Avatars
  21. 21. Where can we learn about complex adaptive systems?
  22. 22. Complexity Theory From Aid on the Edge of Chaos, p. 232
  23. 23. Cynefin (kuh-NEV-in)
  24. 24. Dave Snowden Cognitive Edge @snowded
  25. 25. From Jabe Bloom @cyetain
  26. 26. Gigamaps
  27. 27. Birger Sevaldson AHO, Oslo
  28. 28. Ultimately, service transformation is organizational transformation.
  29. 29. SAF: THE SERVICE ARCHITECTURE FRAMEWORK A tool for seeing the complexity of organizations
  30. 30. A new way to see complexity
  31. 31. BC Natural Resource Sector
  32. 32. 3x3 Layers
  33. 33. With my friend and colleague Alex MacLennan @admaclennan
  34. 34. Delivery realizes value. Foundations support value. Bedrock defines value.
  35. 35. Photo: MLazarevskiCC:BY-ND hKps://www.flickr.com/photos/mlazarevski/9353581122 Corrective lenses to see within and across our organization differently
  36. 36. The Elements in Practice 0 1 2 3 4 5
  37. 37. PUTTING THE FRAMEWORK TO USE
  38. 38. Part of Colombia’s Service Architecture
  39. 39. Some of Colombia’s Design & Innovation TeamAngélica – follow @huracangie San3ago
  40. 40. Experience: Real World Research
  41. 41. Interactions: Channels + Touchpoints
  42. 42. Operations: People, Process
  43. 43. Infrastructure: Space, Tech, Logistics
  44. 44. Decision DNA: Policy, Strategy, Standards, Governance (& Legislation)
  45. 45. Structure+Incentives HR policy
  46. 46. Mandate: Stated Vision, Mission, Values
  47. 47. Culture: Norms, Unsaids, Values in Use
  48. 48. Context: The world, markets, life
  49. 49. Context creates meaning, and value 70
  50. 50. Every major failure I’ve experienced in my mid career onwards was because I missed something in one of these layers…I had great teams, with great designers, but design alone was not enough to succeed.
  51. 51. Service Architecture Framework Helps Us Ask Bigger Questions to Solve Better Problems
  52. 52. Service Architecture Mapping Journey
  53. 53. ALPHA
  54. 54. Similar Information to a Service Blueprint Organizational Reason for Change Organizational Context for Change
  55. 55. “ “ Service Architecture is a guide to strategic conversations inside your organization.
  56. 56. Some examples 0 1 2 3 4 5
  57. 57. Presto is great, but…
  58. 58. Healthcare.gov
  59. 59. Landlords & Tenants
  60. 60. Residential Tenancy Act hKp://www.bclaws.ca/Recon/document/ID/freeside/00_02078_01
  61. 61. The Act Doesn’t say Anything About it
  62. 62. THIS DOES NOT MEAN THAT YOU NEED TO SOLVE FOR EVERYTHING.
  63. 63. Where are the risks and opportunities across your service architecture?
  64. 64. Who do you need to work with to look at all the parts of your service architecture?
  65. 65. POLICY MAPPING Case
  66. 66. Dominique Bohn Execu3ve Director Service Reform BC Ministry of Jus3ce
  67. 67. Fieldwork
  68. 68. Complex to get restraining order
  69. 69. 3+ years for implementation
  70. 70. Recap 0 1 2 3 4 5
  71. 71. Seeing the system
  72. 72. Facing complexity
  73. 73. Service transformation is organizational transformation
  74. 74. Service architecture lets you look across your organization and find the barriers, opportunities, and collaborators to sustain transformation.
  75. 75. I’m looking forward to see what you can do with it too :)
  76. 76. start your own strategic conversations! Email me for a PDF. Use service architecture & Thank you! Jess AT situ.org @jessmcmullin situ.org
  77. 77. Thank you! Dank U Wel! Merci bien! Jess McMullin Jess AT situ.org @jessmcmullin Jess McMullin Principal Situ Strategy

×