1.
Standard+case
A universal model for
service response
Rob england

2.
Standard+Case
A universal model for service response
v3

3.
Standard+Case
• Clarifying and expanding the theory
• Improving performance
• Empowering knowledge workers
• Improving morale
• Empowering the customer

4.
Generic “response” process

5.
Standard Models
• Request
• Incident
• Problem
• Change

6.
Case
Management
• medical
• crime
• legal
• social work
• audits
• emergency responses
• military attacks

7.
Case
Management

8.
• a series of execution states
Case • states are determined dynamically
Management • external events can change the state.
• options for action at each state
• actions are chosen dynamically
• Inputs and outputs decided
dynamically
• resources chosen dynamically
o templates, checklists, content,
policy, procedures, tools,
people...
• states and actions are unpredictable
• goals will change as the case
develops
• planning is part of execution

9.
Standard+Case
Standard models
+
Case Management
=
Standard+Case Model

10.
Standard+Case
there's either a standard model or there isn't
Standard
Case

11.
If (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else
:Yikes!
Call ExceptionRoutine
(“I don’t know what to do”)
End if

12.
The Cynefin model
complex complicated
exploratory exploitative
unknown knowable
unfamiliar
disorder
chaotic simple
unknowable known

13.
The Cynefin model
thinking
complex complicated
probe sense
sense analyse
respond respond
disorder
chaotic simple
act sense
sense categorise
respond respond
action

14.
The Cynefin model
collaboration
complex complicated
disorder
chaotic simple
command

15.
The Cynefin model
complex complicated
Case
unknown unfamiliar
disorder
chaotic simple
Standard

16.
Standard Case
• Routine • Unique
• Predictable, repeatable • Non-repeated, unpredictable
• Pre-planned by designers • Emergent: plan and workflow
• Performed by trained process workers unfold as the case goes along
• Revolves around a procedural • Performed by knowledge workers
sequence of steps; and transfer • Revolves around knowledge and
between people/groups information about the case; and
• Controlled by the process designer and collaboration between
owner people/groups
• Can (and should) be process-modelled • Controlled by the participants
• Defined and pre-documented • Cannot be process-modelled
• Candidates for automation • Documented as the case proceeds
• Candidates for analysis and • Cannot be automated
optimisation using statistics and • Can analyse and optimise by
observation reviewing on a case-by-case basis
• Fragile in unknown exception • Robust in the face of unknown
conditions exception conditions

17.
People
• Collaboration
• Empowerment
• Skills
• Motivation

18.
Gamification
• Rank the Standard models by difficulty/risk
• Give SD analysts training in each model
• Give staff a badge for being certified
• Some models we prefer they be executed by
a certified staff member, some models the
staff member must be certified
• Only Case-certified staff members ("leveled
up") deal with non-standard tickets
-> empowered knowledge workers

19.
Practices / Process
• Emergent
• Diversity
• Knowledge-centric
• Policy and controls
• Review
• KCS: Knowledge Centred Support
• Kanban
• Root Cause Analysis: Kepner-Tregoe,
Ishikawa...

20.
Process

21.
Process

22.
Improvement

23.
Things / Technology
• Resources
• Ticketing
• Workflow
• Checklists www.basicsm.com/checklists

24.
Tools
• Knowledge management
• Content management
• Collaboration and communication
• Ticketing

25.
Standard+Case
• Clarifying and expanding the theory
• Improving performance
• Empowering knowledge workers
• Improving morale
• Empowering the customer

26.
Standard+Case
S+C applies to anything that requires a human
response:
there's either a standard response or there isn't
www.itskeptic.org/standard-case

27.
WITH THANKS TO OUR SPONSOR
bmc remedyforce
#TFT returns june 2013