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A Tale of Three Worlds
Thierry de Baillon
The world
according to businesses
Secure & Optimize
Machine to Machine interactions
Human to Machine interactions
Human to Human interactions
The world
according to workers
The problem with processes
Work is about
solving real-world problems
“Most employee time is not spent executing
process, but handling exceptions to process”
The Only Sustainable Edge – J Hage...
Work is ambiguous
Work is collaborative
Work is iterative, cumulative
Work is about
getting the right resources
at the right time
Work happens along flows,
not along paths
The world
according to customers
Customers want THEIR problems solved,
whatever the mean…
… whatever the channel
A collision between worlds
A new toolset for a new world
Processes The businesses’ view of the world
ACM The worker’s view of the world
Service Desig...
BPM 101 ?
A new toolset for a new world
Processes The businesses’ view of the world
ACM The worker’s view of the world
Service Desig...
Adaptive Case Management
“Assembling all information (data, workflows,
events) concerning a ‘case’, and supporting the
kno...
A new toolset for a new world
Processes The businesses’ view of the world
ACM The worker’s view of the world
Service Desig...
Service Design
“A multidisciplinary field helping to innovate
(create new) or improve (existing) services to
make them mor...
Business as a Service
Reverse engineering the way
businesses operate
#1 Start with customers needs
#2 Understand the problems
they are trying to solve
“People don’t want
to buy a quarter-
inch drill. They want
a quarter-inch hole.”
Ted Levit
#3 Draw their journey
from end to end
#4 Manage for information flows
not document stocks
#5 Shape cases around customer experience
#6 Create value at every step
A new toolset
to reconcile three worlds
Mode Focus
Processes procedural How we want to do
ACM adaptive How we really do
Se...
“There is only one valid definition of a
business purpose: to create a customer”
Peter Drucker
Obrigado !
Thierry de Baillon
thierry@esteam-care.com
@tdebaillon
http://about.me/tdebaillon
http://esteam-care.com
http:/...
Credits
6 – moneytransferservices.files.wordpress.com
8 – gapingvoidart.com
11 – 3.bp.blogspot.com
12 – wikipedia
14 - wik...
A Tale of Three World - Reinventing business through ACM & Service Design
A Tale of Three World - Reinventing business through ACM & Service Design
A Tale of Three World - Reinventing business through ACM & Service Design
A Tale of Three World - Reinventing business through ACM & Service Design
A Tale of Three World - Reinventing business through ACM & Service Design
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

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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

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