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A Tale of Three World - Reinventing business through ACM & Service Design

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A Tale of Three World - Reinventing business through ACM & Service Design

  1. 1. A Tale of Three Worlds Thierry de Baillon
  2. 2. The world according to businesses
  3. 3. Secure & Optimize
  4. 4. Machine to Machine interactions
  5. 5. Human to Machine interactions
  6. 6. Human to Human interactions
  7. 7. The world according to workers
  8. 8. The problem with processes
  9. 9. Work is about solving real-world problems
  10. 10. “Most employee time is not spent executing process, but handling exceptions to process” The Only Sustainable Edge – J Hagel, J Seely Brown
  11. 11. Work is ambiguous
  12. 12. Work is collaborative
  13. 13. Work is iterative, cumulative
  14. 14. Work is about getting the right resources at the right time
  15. 15. Work happens along flows, not along paths
  16. 16. The world according to customers
  17. 17. Customers want THEIR problems solved, whatever the mean…
  18. 18. … whatever the channel
  19. 19. A collision between worlds
  20. 20. A new toolset for a new world Processes The businesses’ view of the world ACM The worker’s view of the world Service Design The customer’s view of the world
  21. 21. BPM 101 ?
  22. 22. A new toolset for a new world Processes The businesses’ view of the world ACM The worker’s view of the world Service Design The customer’s view of the world
  23. 23. Adaptive Case Management “Assembling all information (data, workflows, events) concerning a ‘case’, and supporting the knowledge worker based on this information” Loqutus
  24. 24. A new toolset for a new world Processes The businesses’ view of the world ACM The worker’s view of the world Service Design The customer’s view of the world
  25. 25. Service Design “A multidisciplinary field helping to innovate (create new) or improve (existing) services to make them more useful, usable, desirable for clients as well as effective for organizations.” Stefan Moritz
  26. 26. Business as a Service Reverse engineering the way businesses operate
  27. 27. #1 Start with customers needs
  28. 28. #2 Understand the problems they are trying to solve
  29. 29. “People don’t want to buy a quarter- inch drill. They want a quarter-inch hole.” Ted Levit
  30. 30. #3 Draw their journey from end to end
  31. 31. #4 Manage for information flows not document stocks
  32. 32. #5 Shape cases around customer experience
  33. 33. #6 Create value at every step
  34. 34. A new toolset to reconcile three worlds Mode Focus Processes procedural How we want to do ACM adaptive How we really do Service Design cooperative How we should do
  35. 35. “There is only one valid definition of a business purpose: to create a customer” Peter Drucker
  36. 36. Obrigado ! Thierry de Baillon thierry@esteam-care.com @tdebaillon http://about.me/tdebaillon http://esteam-care.com http://thefutureofcollaboration.com http://debaillon.com http://changeagentsworldwide.com
  37. 37. Credits 6 – moneytransferservices.files.wordpress.com 8 – gapingvoidart.com 11 – 3.bp.blogspot.com 12 – wikipedia 14 - wikimedia 15 – Natalia Angel 18 – flickr 19 – valuenetworksandcollaboration.com 20 – managementpocketbooks.wordpress.com 21 – Dilbert 23 – free-world-maps.com 24 – Lady Gaga – Mary Jane Holland 34 – 31v.nl 36 – Safelite 37 – wikimedia 39 – flickr – Jeff McNeill

Editor's Notes

  • http://www.imdb.com/title/tt0010859/
  • Work is collaborative
  • Even no common language
  • reduce clutter
  • http://www.cxpa.org/?innovation_14_flip#gsk
    http://www.cxpa.org/resource/resmgr/2014MIE/20_Safelite_AutoGlass.pdf
  • #6 create value at every step
  • #6 create value at every step

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