More Related Content Similar to Lean and Agile Adaptive Workplace Parry (20) Lean and Agile Adaptive Workplace Parry3. All Trade‐Marks and ©Copyright 2016 Owned by Lloyd Parry. All Rights Reserved.
©Copyright 2016
Lloyd Parry Lean Service Transformation Consultancy
Lloyd Parry use Lean Service principles to support their clients in the design, transformation and
management of organisations. We also provide executive and change leadership education and
route‐map designs.
We have developed Climetrics® a unique organisational diagnostic used to identify how your
management activities, measurement systems, structures, and delivery capabilities can be
combined to create a lean‐service climate that leads to high‐performance and long‐term
profitability.
Lloyd Parry have delivered transformation programs to large scale global organisations in many
sectors including; Telecommunications, IT Services, Financial Services, Logistics, Outsourcing and
Local Government.
As a result of adopting our approach to Adaptive Organisations using Lean, a number of
companies have won national industry awards for Best Service Strategy, Best People Development
Program and awards for Innovation and Creativity.
Best Customer Service Strategy ‐ National Business Awards the Judges declared “they created an
entire cultural change around the needs of its customers and could as a result demonstrate
business growth, innovation and success.”
19. Respectful
Collaboration
Performance
Management
And Measurement
Innovating ideas
for customers
Sharing Intelligence
with the team
Gathering customer
intelligence data
Freedom and
decision making
Employee influence
on products and services
Leadership
Courage
V{tÄÄxÇz|Çz
How well we
respond to customers
Sharing Intelligence
Across the function
Sharing Intelligence
with top/senior
management
Employee influence
on other functions
Employee influence
on managing practices
Employee influence
on end‐to‐end processes
Organisational
Understanding
Trustworthiness VâáàÉÅxÜ
câÜÑÉáx
28. Mass Customisation. This is a variation of the one-size-
fits-all. The employee helps the customer select from a
fixed menu of options. The customer experience and
employee engagement, however, are relatively low.
Mass Specialisation. Customers must know which service they
want, where to obtain it and integrate each one from different
sources. Since employees possess deep specialist knowledge,
they will engage customers at a much higher level, and the
customer experience is personal and solutions standard.
Mass Adaptation. The Customer Value Enterprise® The service will
provide personalised advice to suit the individual. Employee skills are
high and they will integrate and combine all solutions on the customers’
behalf in unique combinations, resulting in high customer and employee
engagement. The customer experience is personal and unique.
Mass Production. A one size fits all service
has low variety offerings , employee skills
are basic and customer engagement is
transactional.
All Trade‐Marks and ©Copyright 2016 Owned by Lloyd Parry. All Rights Reserved.
™
29. Climetrics® Landscapes
CHARACTER OFFERINGS
CUSTOMER
EXPERIENCE
EMPLOYEE
EXPERTISE
IMPROVEMENT
RESPONSIBILITY
MANAGEMENT
FOCUS
COMPETITIVE
BASIS
LEADERSHIP
FOCUS
Customer Value
Enterprise ®
Personalised,
individual,
Bespoke.
Unique.
Flexible
Offerings
Customer
experience is
personal and
unique
Co-Creation of
solution design
Expert Broad
knowledge to
provide
integrated
solutions
Front-line
experimentation
and Learning
Creativity,
expertise, new
products and
services.
Customer
outcomes.
Problem Solving
Trusted
advisor and
expert
Integration
Business
Outcomes
Listen and
adapt
The Department
Store
More choice
from a variety
of standard
offerings
High level of
customer
interaction to
identify needs
and situation
Specific and
deep specialist
knowledge and
skills
Front-line staff
Managers
Developing staff
knowledge
Capture and reuse
solutions
Effectiveness
In-depth
specialities
connected to
expert
networks
Economies of
Scope
Consultative
The Pizza
Parlour
Fixed menu
with simple
options
Discuss simple
needs and
available
options.
Low customer
involvement
during solution
design
Understand
basic option
configurations
Central Change
Teams
Managers
Cost, efficiency
and Coordination
Commodity
Driven
Emphasis on
providing
value-add and
choice
Direct and
Control
The Bus Low Variety Transactional
and Processed
No customer
involvement in
solution design
Basic Improvement
Boards
Improvement
Specialists
Suggestion
Schemes
Employee
utilisation, cost
reduction, work
intensification.
Commoditised
High Volume
Low Margins
Economies of
Scale
Command and
Control
Mass
Production
Mass
Customisation
Mass
Specialisation
Mass
Adaptation
All Trade‐Marks and ©Copyright 2016 Owned by Lloyd Parry. All Rights Reserved.
38. Statement Before % After %
Understanding our services allows me to take
effective action.
42 100
Understanding the customer improves my
commitment.
14 83
Understanding customers helps me make better
decisions.
15 95
It is my job to share information with my peers
and managers.
0 63
I help my organisation understand what
customers value.
0 82
My manager supports my decision when I have
customer data.
0 49
The management team is committed to
improving the quality of work
17 50
Statement Before % After %
I am involved in decision making. 28 45
I make decisions with the customer in mind. 14 67
My data improves the quality of decision
making.
0 83
I can improve processes and methods to serve
the customer.
15 65
I use customer data to help managers make
better decisions.
17 63
I am confident making decisions with customer
data.
13 66
I understand how the whole organisation works
for customers.
16 68
Climetrics® Management and staff Survey: before and after highlights
All Trade‐Marks and ©Copyright 2016 Owned by Lloyd Parry. All Rights Reserved.
40. No part of this publication may be reproduced or transmitted in any form or for
any purpose without the express permission of Service Climate Management
Ltd. The information contained herein may be changed without prior notice.
Service Climate Management ® is a registered trade mark of Service Climate
Management Ltd.
Customer Value Enterprise ®is a registered trade mark of Service Climate
Management Ltd.
Climetrics ® is a registered trade mark of Service Climate Management Ltd.
The Engaging, Learning, Leadings Improvement device is a TM of Service Climate
Management.
CORE Demand Profile TM is a trademark of Service Climate Management Ltd.
© 2016 Service Climate Management Ltd. All rights reserved
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respective companies. Data contained in this document serves informational
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