Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
@mikelaurie - follow me on twitterM
GROKKING THE ORG
An attempt to make sense of the curious
behaviours of big organisatio...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
@mikelaurie - follow me on twitterM
@mikelaurie - follow me on twitterM
Andrew is in the queue at
Sainsbury’s.
His card is blocked by a fraud
detection algori...
@mikelaurie - follow me on twitterM
Monique calls a mobile telco to set up
a new contract.
She gets cut off after 45 minute...
@mikelaurie - follow me on twitterM
Anji just moved house, so she
changed her address with the bank.
Months later she noti...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Today's problems come
from yesterday's solutions.
@mikelaurie - follow me on twitterM
Problems are not the
problem; coping is the
problem
Virginia Satir
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Frontline coping tends to
favour the service provider,
not the customer.
@mikelaurie - follow me on twitterM
Anatomy of a blueprint
WHAT CUSTOMERS EXPERIENCE
BACK OFFICE INTERACTIONS
IT SYSTEMS
@mikelaurie - follow me on twitterM
Anatomy of a blueprint
WHAT THE CUSTOMER SEES
WHAT EMPLOYEES DO
SCARY TECHNICAL BITS
@mikelaurie - follow me on twitterM
WHAT THE CUSTOMER SEES
WHAT EMPLOYEES DO
SCARY TECHNICAL BITS
Anatomy of a blueprint
@mikelaurie - follow me on twitterM
Anatomy of a blueprint
WHAT THE CUSTOMER SEES
WHAT EMPLOYEES DO
SCARY TECHNICAL BITS
@mikelaurie - follow me on twitterM #SDinBiz #Grok
None of this tells us WTF is
really going on.
@mikelaurie - follow me on twitterM
@mikelaurie - follow me on twitterM
Anji just moved house, so she
changed her address with the bank.
Months later she noti...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
@mikelaurie - follow me on twitterM
Jay Forrester
In general, the difficulties of
an organisation arise not from
outside i...
@mikelaurie - follow me on twitterM
What is the biggest obstacle to
the success of your business?
The economy
Competition ...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
systems dynamics notation
@mikelaurie - follow me on twitterM
glass
water
flow
water level
information
desired water
level
flow
(controlled by a
pol...
@mikelaurie - follow me on twitterM
WHAT YOU SEE IS
ALL THERE IS
Daniel Kahneman
@mikelaurie - follow me on twitterM
If you want to understand the purpose of
the system to customers, don’t ask the
busine...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
tree
growth
living
trees
logging
tree
deaths
lumber
inventory
customers...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
My mental model of…
Spotify
customers
song requests
spotify
audio
serve...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Modelling examples
Insight Maker TfL Escalators MIT Sloan Simulations
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Why do any of this?
• Gain a shared understanding across functions
• Pr...
@mikelaurie - follow me on twitterM
@mikelaurie - follow me on twitterM
Some patterns & theories
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Constraints control
performance
SALES
50
ADVISORS
1K NEW
LEADS
PER WEEK...
@mikelaurie - follow me on twitterM
INTUITIVE HEURISTICS
“when faced with a difficult question,
we often answer an easier ...
@mikelaurie - follow me on twitterM
BIKESHEDDING
AKA Parkinson’s Law of
Triviality
@mikelaurie - follow me on twitterM
MULTIFINALITY
Organisations don’t have
a single purpose, they
participate in a value
e...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Marketing Legal IT HR Finances
CONWY’S LAW
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Theory X Theory Y
dislike work
don’t want responsibility
must be coerce...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Didactic Dialogic
@mikelaurie - follow me on twitterM #SDinBiz #Grok
CUSTOMERS
SERVICE
VALUE
DEMAND
FAILURE
DEMAND
VALUE DEMAND V.S. FAILURE...
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Feedback loops
@mikelaurie - follow me on twitterM
“I never decide if
an idea is good or
bad until I try it.”
Rick Rubin.
@mikelaurie - follow me on twitterM #SDinBiz #Grok
Thanks
hit me up - mikelaurie@gmail.com
Upcoming SlideShare
Loading in …5
×

Grokking the org

567 views

Published on

From my talk at Service Design in Business, 25th November, 2016.

http://bizservicedesign.net/2016/sessions/index.php?session=19

To provide a service, organisations must co-ordinate activity across many different entities. These can be departments of people, IT systems or suppliers. With conflicting motivations, they often work against each other, and the customer.

Customers don't care that these entities are separate. They see organisations as one single entity, responsible for providing a promised service. They expect an organisation to co-operate with itself.

I'll talk through various theories and practices to explain why problems within organisations occur, and what this means for the services they provide. I'll then talk through the importance of mental models in collaboration, their origins and some techniques for visualising shared mental models.

Published in: Design
  • Be the first to comment

Grokking the org

  1. 1. @mikelaurie - follow me on twitterM GROKKING THE ORG An attempt to make sense of the curious behaviours of big organisations Mike Laurie
  2. 2. @mikelaurie - follow me on twitterM #SDinBiz #Grok
  3. 3. @mikelaurie - follow me on twitterM
  4. 4. @mikelaurie - follow me on twitterM Andrew is in the queue at Sainsbury’s. His card is blocked by a fraud detection algorithm blocked his card.
  5. 5. @mikelaurie - follow me on twitterM Monique calls a mobile telco to set up a new contract. She gets cut off after 45 minutes of conversation. When she calls back, she needs to go through the whole process from scratch.
  6. 6. @mikelaurie - follow me on twitterM Anji just moved house, so she changed her address with the bank. Months later she notices that she’s no longer receiving mail from the bank. After calling them, she realises they’ve misspelled the name of her street.
  7. 7. @mikelaurie - follow me on twitterM #SDinBiz #Grok Today's problems come from yesterday's solutions.
  8. 8. @mikelaurie - follow me on twitterM Problems are not the problem; coping is the problem Virginia Satir
  9. 9. @mikelaurie - follow me on twitterM #SDinBiz #Grok Frontline coping tends to favour the service provider, not the customer.
  10. 10. @mikelaurie - follow me on twitterM Anatomy of a blueprint WHAT CUSTOMERS EXPERIENCE BACK OFFICE INTERACTIONS IT SYSTEMS
  11. 11. @mikelaurie - follow me on twitterM Anatomy of a blueprint WHAT THE CUSTOMER SEES WHAT EMPLOYEES DO SCARY TECHNICAL BITS
  12. 12. @mikelaurie - follow me on twitterM WHAT THE CUSTOMER SEES WHAT EMPLOYEES DO SCARY TECHNICAL BITS Anatomy of a blueprint
  13. 13. @mikelaurie - follow me on twitterM Anatomy of a blueprint WHAT THE CUSTOMER SEES WHAT EMPLOYEES DO SCARY TECHNICAL BITS
  14. 14. @mikelaurie - follow me on twitterM #SDinBiz #Grok None of this tells us WTF is really going on.
  15. 15. @mikelaurie - follow me on twitterM
  16. 16. @mikelaurie - follow me on twitterM Anji just moved house, so she changed her address with the bank. Months later she notices that she’s no longer receiving mail from the bank. After calling them, she realises they’ve misspelled the name of her street.
  17. 17. @mikelaurie - follow me on twitterM #SDinBiz #Grok
  18. 18. @mikelaurie - follow me on twitterM Jay Forrester In general, the difficulties of an organisation arise not from outside influences (as almost all of us would like to think), rather than what we do ourselves.
  19. 19. @mikelaurie - follow me on twitterM What is the biggest obstacle to the success of your business? The economy Competition in the market Not being able to increase prices/fees Red tape Taxation, VAT, PAYE, National Insurance, business rates Cash flow Regulations Late payment Obtaining finance Recruiting staff Shortage of skills generally Availability/cost of suitable premises Shortage of managerial skills/expertise Pensions No main obstacle 0 0.045 0.09 0.135 0.18 15% 0% 1% 2% 2% 3% 5% 5% 6% 6% 7% 8% 8% 11% 18% self-serving bias
  20. 20. @mikelaurie - follow me on twitterM #SDinBiz #Grok systems dynamics notation
  21. 21. @mikelaurie - follow me on twitterM glass water flow water level information desired water level flow (controlled by a policy to achieve a goal) goal feedback stock
  22. 22. @mikelaurie - follow me on twitterM WHAT YOU SEE IS ALL THERE IS Daniel Kahneman
  23. 23. @mikelaurie - follow me on twitterM If you want to understand the purpose of the system to customers, don’t ask the business, observe what the system does.
  24. 24. @mikelaurie - follow me on twitterM #SDinBiz #Grok tree growth living trees logging tree deaths lumber inventory customers sales of lumber plant seedlings nursery sell seedlings My mental model of… The London Log Company
  25. 25. @mikelaurie - follow me on twitterM #SDinBiz #Grok My mental model of… Spotify customers song requests spotify audio server song streams spotify merchant account spotify investors subscription fees artists labels transfer rights streaming royalties streaming royalties royalties dividend payments spotify engineering Spotify accounting salary payments funds platform improvements upload music upload music
  26. 26. @mikelaurie - follow me on twitterM #SDinBiz #Grok Modelling examples Insight Maker TfL Escalators MIT Sloan Simulations
  27. 27. @mikelaurie - follow me on twitterM #SDinBiz #Grok Why do any of this? • Gain a shared understanding across functions • Prototype new operational models • A better understanding of where to intervene • New frames for old problems • Anticipate possible unintended consequences
  28. 28. @mikelaurie - follow me on twitterM
  29. 29. @mikelaurie - follow me on twitterM Some patterns & theories
  30. 30. @mikelaurie - follow me on twitterM #SDinBiz #Grok Constraints control performance SALES 50 ADVISORS 1K NEW LEADS PER WEEK CLIENT MEETINGS REPORT WRITING PRODUCTS SOLD CAPACITY: 35 HOURS PER WEEK
  31. 31. @mikelaurie - follow me on twitterM INTUITIVE HEURISTICS “when faced with a difficult question, we often answer an easier one instead, without noticing the substitution.” Daniel Kehneman
  32. 32. @mikelaurie - follow me on twitterM BIKESHEDDING AKA Parkinson’s Law of Triviality
  33. 33. @mikelaurie - follow me on twitterM MULTIFINALITY Organisations don’t have a single purpose, they participate in a value exchange where all parties benefit Ludwig von Bertalanfy customers song requests spotify audio server song streams spotify merchant account spotify investors subscription fees artists labels transfer rights streaming royalties streaming royalties royalties dividend payments spotify engineering Spotify accounting salary payments funds platform improvements upload music upload music
  34. 34. @mikelaurie - follow me on twitterM #SDinBiz #Grok Marketing Legal IT HR Finances CONWY’S LAW
  35. 35. @mikelaurie - follow me on twitterM #SDinBiz #Grok Theory X Theory Y dislike work don’t want responsibility must be coerced require supervision are intrinsically motivated accept responsibility require little direction solve problems imaginatively Assumes that employees…
  36. 36. @mikelaurie - follow me on twitterM #SDinBiz #Grok Didactic Dialogic
  37. 37. @mikelaurie - follow me on twitterM #SDinBiz #Grok CUSTOMERS SERVICE VALUE DEMAND FAILURE DEMAND VALUE DEMAND V.S. FAILURE DEMAND The failure to do something right first time for the customer leads to unnecessary demand John Seddon, Vanguard
  38. 38. @mikelaurie - follow me on twitterM #SDinBiz #Grok Feedback loops
  39. 39. @mikelaurie - follow me on twitterM “I never decide if an idea is good or bad until I try it.” Rick Rubin.
  40. 40. @mikelaurie - follow me on twitterM #SDinBiz #Grok Thanks hit me up - mikelaurie@gmail.com

×