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Patrick Quattlebaum: Let go of your ego
Patrick Quattlebaum's presentation at the Service Design Global Conference emphasizes the importance of competitive collaboration while maintaining humility. He advocates for collaboration across organizations to improve service design and delivery, highlighting that no single entity has all the answers. The discussion includes strategies for fostering trust and intentional partnerships to overcome common challenges and drive innovation.
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Patrick Quattlebaum: Let go of your ego
- 1. Orchestrating Progress throughCompetitive Collaboration LET GO OF YOUR EGO Patrick Quattlebaum (PQ) Harmonic Design, USA @ptquattlebaum Service Design Global Conference | October 11, 2018 | Dublin, Ireland
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- 3. Co-Author, Orchestrating Experiences Co-Founder& CEO, Harmonic Design Founder, studioPQ Head of Service Design, Capital One Managing Director, Adaptive Path Chief Experience Officer, Macquarium Patrick Quattlebaum (PQ)
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- 9. AGILE LEAN SIX SIGMA LEAN SIXSIGMALEAN SERVICES BPM DESIGN THINKING JOBS TO BE DONE GOOGLE DESIGN SPRINTS TRIBES
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- 14. The Audience: IrishWriters – Blue by Mia Funk, 2009
- 15. Ever tried. Everfailed. No matter. Try Again. Fail again. Fail better. Future review of this presentation The Audience: Irish Writers – Blue by Mia Funk, 2009
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- 17. SO MUCH IMPROVED TOUCHPOINTS INNOVATIVESERVICES BETTER CONNECTIONS MORE EFFICIENT SERVICES BETTER JOURNEYS DESIGNING TO DELIVER NEW TOUCHPOINTS RELATIONSHIPS NEW VALUE A BETTER DAY AT WORK
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- 19. SO MANY DESIGNING TODELIVER SOURCE: https://commons.wikimedia.org/wiki/File:Changchun_1932_-_Plan_2.jpg
- 20. BE CONFIDENT KEEPEGO IN CHECKYET
- 21. BE CONFIDENT PLAY NICE KEEPEGO IN CHECK REWRITE THE RULES YET BUT
- 22. BE CONFIDENT PLAY NICE IMMEDIATEIMPACT KEEP EGO IN CHECK REWRITE THE RULES SYSTEMIC CHANGE YET BUT AND
- 23. My mistakes aremy life.
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- 38. L T IT GOTTO GOE
- 39. They were mostcorrect, according to their god.
- 40. The Roots ofEthnicity by Ronald R. Atkinson
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- 43. CFO CIO/CTO COO CMO Weneed to be thoughtful in how we use our resources. A plague or famine could be on the horizon. Another organization could take advantage of a weak financial position.
- 44. CFO CIO/CTO COO CMO It’s anarms race. We needs to be bold and invest. We need the latest tools to compete and gain territory.
- 45. CFO COO CMO We must haveclear policies and rules to govern. We need to conserve our energy and do only what we must do and what is valuable. CIO/CTO
- 46. CFO CMO We must makeourselves desirable to others so that we gain influence and attract new followers. We must grow or we will die. CIO/CTO COO
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- 48. Agile Lean Lean UX Google Sprints LeanSix Sigma Lean Services BPM Innovation Portfolios Integrated planning CX Management Lifecycle Marketing
- 49. Agile Lean Lean UX Google Sprints LeanSix Sigma Lean Services BPM Service Design Innovation Portfolios Integrated planning Design Thinking CX Management Lifecycle Marketing
- 50. Violence CHIEFDOM STRATEGIES Alliance byMarriage New Rituals & Idols Rainmaking Generosity Adopt Language The Roots of Ethnicity by Ronald R. Atkinson
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- 52. That’s not yourjob!
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- 56. CHEAPER!LONG TERM VALUE! AGILELEANDESIGN FASTER! DESIGN
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- 60. SPRINTS! KANBAN! CRITIQUES! FLARE! FOCUS! SCRUM OFSCRUMS! SERVICE DESIGN WORKSHOPS! IMMERSION! CONFERENCE ROOM PILOTS! SCRUMS! Who says we’re doing what now? VELOCITY!
- 61. ADOPT LANGUAGE Incentivize…I thinkshe’s one of us…
- 62. We call themsprints. Maybe we need design sprints.
- 63. Violence ACHOLI CHIEFDOM STRATEGIES Allianceby Marriage Generosity Rainmaking New Rituals & Idols Adopt Language The Roots of Ethnicity by Ronald R. Atkinson
- 64. Agile Lean Lean UX Google Sprints LeanSix Sigma Lean Services BPM Service Design Innovation Portfolios Integrated planning Design Thinking CX Management Lifecycle Marketing
- 65. To contrive alittle kingdom, in the midst of the universal muck.
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- 70. NO TIME I wantto… There’s no time…
- 71. NOT YET! ISTHIS REAL? SITUATIONS
- 72. NO VALUE We dothis now… What’s the value? Go team!
- 73. NOT YET! ISTHIS REAL? WE DID IT! SITUATIONS
- 74. NOT ENOUGH DELIVERY meanwhile… Didyou hear something? DELIVERYSERVICE DESIGN Let’s do it! Let’s do it! Let’s do it!
- 75. DOING IT OURWAY What does this mean for what we do?
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- 78. DAMAGED TRUST DUPLICATE ACTIVITIES MISSEDOPPORTUNITIES SLOW PROGRESS
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- 81. WE ARE LOOKING FOR CONVERTS
- 82. NOT EVERYONE WANTSTO JUMP ONBOARD
- 83. WE DON’T HAVEALL THE ANSWERS
- 84. BUT WE HAVE SOME OF THEM
- 85. AND SO DOTHEY
- 86. To find aform that accommodates the mess…
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- 89. Samsung makes $100 offevery iPhone X.
- 90. ISSUES ONE-SIDED RISK AVERSIONSURFACE LEVEL You first… This is higher than I thought… That’s far enough…
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- 95. COLLABORATIVE COMPETITION GRID BY THE NETWORKFOR BUSINESS SUSTAINABILITY
- 96. COMPETITOR COLLABORATION GRID SOURCE:Collaborating with Competitors to Advance Sustainability Cooperative Competitive FormalInformal
- 97. COMPETITOR COLLABORATION GRID SOURCE:Collaborating with Competitors to Advance Sustainability Cooperative Competitive FormalInformal IDEALISTS ENTHUSIASTS PERSUADEDOBSERVERS
- 98. IDEALISTS SOURCE: Collaborating withCompetitors to Advance Sustainability Competitive FormalInformal IDEALISTS Cooperative Collaborative orientation Shared urgency Leverage informal relationships
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- 100. ENTHUSIASTS SOURCE: Collaborating withCompetitors to Advance Sustainability Competitive FormalInformal ENTHUSIASTS Cooperative Collaboration orientation Bias – move fast Formal rules & relationships
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- 102. OBSERVERS SOURCE: Collaborating withCompetitors to Advance Sustainability Competitive FormalInformal OBSERVERS Cooperative Passive collaboration Less urgency Diverse interests
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- 104. PERSUADED SOURCE: Collaborating withCompetitors to Advance Sustainability Competitive FormalInformal PERSUADED Cooperative Competitive orientation Formal structures Low on passion, stakes
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- 106. COMPETITOR COLLABORATION GRID SOURCE:Collaborating with Competitors to Advance Sustainability Cooperative Competitive FormalInformal IDEALISTS ENTHUSIASTS PERSUADEDOBSERVERS PERSUADEDOBSERVERS
- 107. CHALLENGES Having a cooperativeorientation Taking the first step Being intentional Building trust Reducing duplicative efforts Staying focused on common outcomes
- 108. I did mybest to go in a circle, hoping to go in a straight line.
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- 110. THE MATERIAL OF SERVICE DESIGN IS THE ORGANIZATION Stephen Taylor, Harmonic Design
- 111. Evangelizing our approaches SETASIDE (FOR THE MOMENT) Pushing our tools Teaching others our way Creating new converts Building our tribe
- 113. All tribes wanttheir world view to be relevant TRY THIS FRAME ON “Do it with me my way” is not collaboration No tribe has the whole answer Every tribe is part of the solution The organization is a marketplace of tribes
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- 116. 1 + 1= 3 NOT JUST THIS THIS SD
- 117. BEHAVIORS Learn, then teach Beintentional Take the first step Dig into language Go on missions
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- 119. WARM WATERS FEELGOOD…
- 120. ….BUT COLD WATERSWAKE YOU UP
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- 122. CROSS TRAIN GET LITDO YOUR HOMEWORK APPRENTICE
- 123. TEACH THE TRIBE Hereare some useful concepts…
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- 132. BE OPEN Here’s whereI’m coming from… My biggest concern is…
- 133. BE EXPLICIT What wouldmake you comfortable?
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- 135. VALUE *SOURCE: Blind Spot:Illuminating the Hidden Value of Business by Steve Diller, Nathan Shedroff, & Sean Sauber Value is what a person is willing to pay for. Functional Financial Emotional Identity Meaningful*
- 136. WASTE The two wastesI think we should address are waiting and skills. It’s as if she’s reading my mind.
- 137. TIME Every minute Iremove saves millions of dollars… Process Adding this minute creates a better relationship…
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- 139. HELP IT We canhelp you make that service more efficient…
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- 141. DEDUPE IT HOW DOYOU SEQUENCE?
- 142. HARMONIZE IT Let’s tryit! Third Way
- 143. The creation ofthe world did not take place once and for all time, but takes place every day.
- 144. BE CONFIDENT PLAY NICE IMMEDIATEIMPACT KEEP EGO IN CHECK REWRITE THE RULES SYSTEMIC CHANGE YET BUT AND OUR MISSION
- 145. SHAMELESS PLUG Orchestrating Experiences: CollaborativeDesign for Complexity by Chris Risdon & Patrick Quattlebaum Get a copy today! https://rosenfeldmedia.com/books/orchestrating-experiences/
- 146. Orchestrating Progress throughCompetitive Collaboration LET GO OF YOUR EGO Patrick Quattlebaum (PQ) Harmonic Design, USA @ptquattlebaum Service Design Global Conference | October 11, 2018 | Dublin, Ireland