In this session Andrew looked at how to build an Antifragile IT service process.

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Learn. Solve. Succeed.
You are
Antifragility
Andrew Vermes

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Session agenda
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NORTH
AMERICA
EUROPE
ASIA
AUSTRALIASOUTH AMERICA
OUR GLOBAL REACHOUR PEOPLE
AVERAGE
TENURE11yrs =
OUR EXPERTISE
EXPERIENCED
CONSULTANTS
THOUGHT
LEADERS
PROJECT
MANAGERS
SKILLED
TRAINERS
IT/CUSTOMER
SUPPORT
MANUFACTURING PROJECT
MANAGEMENT
LEADERSHIP
DEVELOPMENT
AUTOMOTIVE
KEPNER TREGOE
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What’s this?
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gömböc
Conceived by Vladimir Arnold,
made by Gábor Domokos and
Péter Várkonyi

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gombóc
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6. What is Antifragility?
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• Rigid systems cannot learn
• Attempts at robustness can make us more vulnerable
• Not just taking hard knocks, but growing through them
• Genuine empowerment aids antifragility
• Small increments are less harmful AND more productive
Nassim Nicholas Taleb: “Fooled by Randomness”, “The Black
Swan”, “Antifragile: things that gain from disorder”
Antifragility…discussion points
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8. • Strength and flexibility and agility
• Developing your mental and communication muscles
• Letting go of the safety net (sometimes)
Antifragility
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antifragile
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antifragile

10. So what?

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Robust solutions can become unwieldy

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Instability can enable extreme performance

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Are we building rigidity?

14. Antifragile processes

15. • Please read your material
• Talk with your neighbour
• Describe what’s happening in process steps
• Draw a process map
• Choose which process step(s) to make more Agile
• Where do you want agility?
Case Study
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16. • How do you react to stresses? (when the process appears not to work)
• How to introduce helpful stress to processes (smoke tests)
• What makes challenges helpful, rather than destructive
Making process more antifragile
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Customer calls
for help
Call center agent
logs details
Call centre agent
schedules field
engineer
Fred remembers that Joe
is on vacation, and that
the customer prefers
dealing with Arlene
Fred finds that parts delivery is
7 days, which will make the
customer cross. He knows that
some engineers keep a small
stash in a cupboard downstairs,
and “liberates” one.
Call center agent
orders parts to
site
Incident example

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Process for antifragility
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• Focus on the intention
• Encourage agility
• Add arrows only if
absolutely necessary
• Keep detailed records
(invisible learning is no
learning)
• Be ready to change it

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Learn. Solve. Succeed.

20. Build personal Antifragility

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• Squat.
• Deadlift.
• Lunge.
• Push-up.
• Plank.
(exercises for runners)
Exercises for antifragility
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• Questioning
• Listening
• Differentiation
• Evaluation
• Reflection
• Recognise your emotions
• Respond with curiosity
• Create some randomness
Exercises for antifragility
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And finally
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Confidence under pressure.

25. Leaders in Problem Solving
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