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