In complex systems composed of many interacting components, the relationships between components are important and outcomes are difficult to predict. In complex supply chains, standard formulas have limited application and the whole is greater than the sum of its parts. To deliver value in complex systems, one must establish contexts, generate ideas through discovery, create hybrid roadmaps, map impacts, and continuously deliver, discover, and manage value while accepting uncertainties. The key is understanding relationships, iterating ideas and solutions, defining value metrics, and getting feedback to govern value delivery over time.

1. Value Delivery in Complex
Systems
Ramkumar Arumugam
Sr. Manager @ Swiggy
www.linkedin.com/in/ramkumar101

2. Complex Systems
Composed of many components which
interacting with each other.
Dependencies, relationships, or other
types of interactions between them
Building relationships, playing chess etc

3. Cynefin Framework (Complex Vs Complicated)
Complicated Complex
Building a Gulfstream Building a supply chain
High degree in certainty of outcome Degree of certainty is lesser as every
supply chain is unique (shoes vs
jewellery)
Formulas and protocols are key
success factors
Application of standard formulas are
limited
The parts can be manufactured and
assembled using blueprints that
specifies relationships and outputs
Whole is greater than the sum of its
parts due to relationships and
associations between them.

4. Challenges with complex systems
Unknown Unknowns
Difficult to model due to its intrinsic
behaviour
Heterogeneous interactions vs
homogenous interactions
Difficult to predict outcomes

5. The solution
(this is no silver bullet)
● Establish Contexts
● Ideation & Discovery
● Hybrid Roadmapping
● Impact mapping
● Value Delivery
● Key Takeaways

6. Establish Contexts
Multiple dimensions to problems
Define problem(s) statement
Identify dependencies /
relationships
Lens of a customer and their
environments
Problem synthesis

7. Establish Contexts
Design and Plan
Group problems by domains
Develop roadmap for execution

8. Ideation and Discovery
PRODUCT CANVAS
User Journey
Exercise for
different flows
(MVP, Phase1,
Phase 2 etc)
Broad
Themes
Tech Arch
Review of broad themes
Identifying the scope for MVP
Show and Tell Ready for
Iterations

9. Hybrid Roadmapping
Problems
Scope
Opportunities
Product Roadmap
Outcomes Values
Marker
Drivers
Vision & Business Strategy
Threats Feedbacks
Red / Blue
Ocean
Products Process
Validation & Verification

10. Impact Mapping
Elaborate on who and how
Set Goals for every key
process flow
Define what
User Journey
Exercise for
different flows
(MVP, Phase1,
Phase 2 etc)

11. Value Delivery
Value Discovery Value Delivery
Value Management
New
Products/Services
Existing
Products/Services
Customers

12. Value Delivery
Value Discovery
Value Delivery
Value
Management
● Define (tangible / intangible)
● Establish measurements
● Communicate
● Market Fit
● ROI, IRR, Payback etc
● CX
● Guardrails
● Governance
● Feedback
● Uncertainties

13. Key Takeaways
● Context & Relationships
● Ideation, Discovery & Iteration
● Define value, Deliver value, Govern
● Expect Uncertainties
● Inside Out & Outside In

14. Appendix

15. Top 3 problems
Top 3 features
Single, clear and
compelling
message that states
why you are
different and worth
buying
Can’t be easily
copied or bought
Target Customers
List how these
problems are
solved today.
Key activities you
measure
List your X for Y
analogy
(e.g. YouTube =
Flickr for videos)
Path to customers
List the
characteristics of
your ideal
customers.
List your fixed and variable costs.
Customer acquisition costs
Distribution costs
Hosting
People
Etc.
List your sources of revenue.
Revenue Model
Customer LifeTime Value
Revenue
Gross Margin
Business Model Canvas