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EXPERIENCES
Single and Longitudinal Experience, Peak/End, Stories, Brand Perception, Memories
Delivery
How do people feel?...
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The Situ Service Architecture Framework

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Innovation inside organizations demands awareness and allies across these different levels.

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The Situ Service Architecture Framework

  1. 1. EXPERIENCES Single and Longitudinal Experience, Peak/End, Stories, Brand Perception, Memories Delivery How do people feel? What do they remember? How were their expectations met? INTERACTIONS Channels, Touchpoints, Products, Services, Time, Transitions What do people do? Where? How? When? OPERATIONS Process, Procedure, Staff, Roles, Programs, Portfolios, Budgets, Measurement How do we deliver value on a daily basis? INFRASTRUCTURE Technology, Space, Logistics Foundations What long term investments are needed for delivery? DECISION DNA Policy, Strategy, Standards, Governance How do we decide? What declares our priorities? STRUCTURE & INCENTIVES Organization, Teams, Partners, Suppliers. Reporting and Accountability How are we organized? Connected? Rewarded? MANDATE Vision, Mission, Goals. OKRs. Stated Values, North Star. Bedrock What do we say we want to do, and be? What is our stated difference in the world? CULTURE Values in use. Unwritten rules. Expectations and Beliefs. Myth and Narrative. How do we demonstrate the unsaid? CONTEXT Market and competitors. Jurisdictions. Systems. Social, Technical, Environmental, Economic, Political trends or factors. Where are we situated in the world? The Situ Service Architecture Framework Situ.Situ Service Architecture Framework. Copyright © 2015-2016 Jess McMullin. All rights reserved. situ.org

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