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continuous PNI
Some observations on merits,
values, challenges and barriers
Dr. Harold van Garderen
Presentation for the P...
P h o t o : A n d r i u s A l e k s a n d ra v i č i u s
cPNIprojects
Collection
Sense
makingReturn
Intervention
Catalysis...
P h o t o : A n d r i u s A l e k s a n d ra v i č i u s
cPNIprojects
Collection
Sense
makingReturn
Intervention
Catalysis...
PNI is certainly useful for gaining Insights on a project basis. But services
organisations deal with day2day fluctuations....
Same holds for applications related to Human Resources. When employees have daily
contact with customers, the need for cPN...
Sometimes it takes a few initial mini-applications (we call Inception projects) to find
the right combination of needs and ...
Helpingstories??? R e p e a t e d m o t i v a t i o n
D o e s t h e S t o r y F o r m m o t i v a t e
t o s h a re a n o t...
F i re P l a c e
A p l a c e t o m e e t , w h e re i t i s
w a r m a n d c o s y ( a n d / o r
i n t e re s t i n g ) , s...
Family-directedcare Challenge
Move from a professional Qualitymark
organization to a patient-as-observer
Quality Assessmen...
Family-directedcare Challenge
Move from a professional Qualitymark
organization to a patient-as-observer
Quality Assessmen...
Family-directedcare Challenge
Move from a professional Qualitymark
organization to a patient-as-observer
Quality Assessmen...
Family-directedcare Challenge
Move from a professional Qualitymark
organization to a patient-as-observer
Quality Assessmen...
Family-directedcare Challenge
Move from a professional Qualitymark
organization to a patient-as-observer
Quality Assessmen...
Family-directedcare Challenge
Move from a professional Qualitymark
organization to a patient-as-observer
Quality Assessmen...
Family-directedcare Sharing & evaluation of meaning
Children/parents are elicited (quided asking) to
share a specific story...
Family-directedcare Sharing & evaluation of meaning
Children/parents are elicited (quided asking) to
share a specific story...
Customerexperience Challenge
Assess customer experiences on
control, freedom and hospitality for
Dutch Rail
Status (Insigh...
Customerjourney Please note
PNI tends to
augment positive
and negative
experiences
So its not
representative nor
validated...
Customerjourney Please note
PNI tends to
augment positive
and negative
experiences
So its not
representative nor
validated...
Staffcentral
Gewaardeerd voelen
Controle hebben Vrijheid ervaren
1
2
4
3
Staffcentral 1
2
3
4
More insights
Cluster 1 shows
that being valued
relates strongly to
staff
Cluster 2 shows
control rel...
Staffcentral 1
2
3
4
More insights
Cluster 1 shows
that being valued
relates strongly to
staff
Cluster 2 shows
control rel...
Take home messages
cPNI seems to fit best with and appeal to services intensive organisations
Keeps the “softer side” into ...
Thank you
Marco Koning, Msc
marco@storyconnect.nl
Erwin Duurland, Msc
erwin@storyconnect.nl
dr. Tom Porter, Msc
tom@storyc...
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cPNI for pni2.org

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Presentation for the PNI Institute on the development of continuous applications of storysharing, sensemaking and change management with examples in Healthcare and Public Transport.

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cPNI for pni2.org

  1. 1. continuous PNI Some observations on merits, values, challenges and barriers Dr. Harold van Garderen Presentation for the PNI Institute meeting d.d. Friday January 13, 2017
  2. 2. P h o t o : A n d r i u s A l e k s a n d ra v i č i u s cPNIprojects Collection Sense makingReturn Intervention Catalysis PNI Planning Figure from Working with Stories in Your Community or Organization: Participatory Narrative Inquiry by Cynthia F. Kurtz. cPNI solutions develop through iterative application of(full) PNI cycles Continuous can mean “daily”, but also frequent/ periodic
  3. 3. P h o t o : A n d r i u s A l e k s a n d ra v i č i u s cPNIprojects Collection Sense makingReturn Intervention Catalysis PNI Planning Figure from Working with Stories in Your Community or Organization: Participatory Narrative Inquiry by Cynthia F. Kurtz. cPNI solutions develop through iterative application of(full) PNI cycles Continuous can mean “daily”, but also frequent/ periodic
  4. 4. PNI is certainly useful for gaining Insights on a project basis. But services organisations deal with day2day fluctuations. For example patient experience and security. That is why cPNI seems a more natural fit for them than for product-based organisations unless the products are part of services delivery.
  5. 5. Same holds for applications related to Human Resources. When employees have daily contact with customers, the need for cPNI is more prominent than for example in office-based organisations. Governments and municipalities seem to work mainly project based thus far ….. unless in security and safety (previous sheet)
  6. 6. Sometimes it takes a few initial mini-applications (we call Inception projects) to find the right combination of needs and resources for a novel customer. Next an Insight project can be done to delivery deeper Insights and to lay the foundation (StoryForm, StoryDashboard, respondents, etc) for continuous application. The conversion of one-off to continuous however often takes subsantial changes to all aspects: planning, collection, catalysis, sensemaking, interventions, return. In an Impact project often lots of new stakeholders are impacted which is good but can be challenging.
  7. 7. Helpingstories??? R e p e a t e d m o t i v a t i o n D o e s t h e S t o r y F o r m m o t i v a t e t o s h a re a n o t h e r S t o r y n e x t t i m e ? O rg a n i s a t i o n a l D r i v e D o e s t h e c u s t o m e r o rg a n i s a t i o n d r i v e t h e s h a r i n g p ro c e s s ? N e t w o r k m o t i v a t i o n D o s t o r i e s f ro m o t h e r u s e r s o r i n s i g h t s o r c h a n g e s re i n f o rc e t h e w h o l e p ro c e s s ?
  8. 8. F i re P l a c e A p l a c e t o m e e t , w h e re i t i s w a r m a n d c o s y ( a n d / o r i n t e re s t i n g ) , s o t h a t s h a r i n g e x p e r i e n c e s w i t h t h e n g ro u p , f e e l s n a t u r a l o r h e l p f u l . D i a r y B o o k Yo u r p r i v a t e l i t t l e c o r n e r t o re f l e c t o n t h e d a y, b u i l d a s e r i e s o v e r t i m e a n d s h a re i n c o n f i d e n c e w i t h v e r y f e w S t o r y P o i n t A p l a c e t o d ro p y o u r i n d i v i d u a l o b s e r v a t i o n o n v e r y p u b l i c i s s u e s s u c h a s i n t e r n a t i o n a l t re a t i e s VarietyConnectSystems
  9. 9. Family-directedcare Challenge Move from a professional Qualitymark organization to a patient-as-observer Quality Assessment strategy Status (Impact —> Independence) Over 5000 experiences, some 250 per month. 11 hospitals have adopted the Golden Smiley. Results Based on StoryReports (3/yr), hospitals spot and act on issues and opportunities found.
  10. 10. Family-directedcare Challenge Move from a professional Qualitymark organization to a patient-as-observer Quality Assessment strategy Status (Impact —> Independence) Over 5000 experiences, some 250 per month. 11 hospitals have adopted the Golden Smiley. Results Based on StoryReports (3/yr), hospitals spot and act on issues and opportunities found.
  11. 11. Family-directedcare Challenge Move from a professional Qualitymark organization to a patient-as-observer Quality Assessment strategy Status (Impact —> Independence) Over 5000 experiences, some 250 per month. 11 hospitals have adopted the Golden Smiley. Results Based on StoryReports (3/yr), hospitals spot and act on issues and opportunities found.
  12. 12. Family-directedcare Challenge Move from a professional Qualitymark organization to a patient-as-observer Quality Assessment strategy Status (Impact —> Independence) Over 5000 experiences, some 250 per month. 11 hospitals have adopted the Golden Smiley. Results Based on StoryReports (3/yr), hospitals spot and act on issues and opportunities found.
  13. 13. Family-directedcare Challenge Move from a professional Qualitymark organization to a patient-as-observer Quality Assessment strategy Status (Impact —> Independence) Over 5000 experiences, some 250 per month. 11 hospitals have adopted the Golden Smiley. Results Based on StoryReports (3/yr), hospitals spot and act on issues and opportunities found.
  14. 14. Family-directedcare Challenge Move from a professional Qualitymark organization to a patient-as-observer Quality Assessment strategy Status (Impact —> Independence) Over 5000 experiences, some 250 per month. 11 hospitals have adopted the Golden Smiley. Results Based on StoryReports (3/yr), hospitals spot and act on issues and opportunities found.
  15. 15. Family-directedcare Sharing & evaluation of meaning Children/parents are elicited (quided asking) to share a specific story from all their experiences and answer some questions about them
  16. 16. Family-directedcare Sharing & evaluation of meaning Children/parents are elicited (quided asking) to share a specific story from all their experiences and answer some questions about them In your experience staff acted? Straight from the heart Only using their brain Just with their hands
  17. 17. Customerexperience Challenge Assess customer experiences on control, freedom and hospitality for Dutch Rail Status (Insight —> Insight, Impact) Sending out over 50.000 tweets to 260.000 @ns-online followers harvested some 800 stories and Results Lots Insights over entire customer journey Good and 2bimproved staff practices Passenger-passenger interaction
  18. 18. Customerjourney Please note PNI tends to augment positive and negative experiences So its not representative nor validated in the classical sense It’s ideal for early warning- and improvements, but it ain’t the perfect solution for everything
  19. 19. Customerjourney Please note PNI tends to augment positive and negative experiences So its not representative nor validated in the classical sense It’s ideal for early warning- and improvements, but it ain’t the perfect solution for everything
  20. 20. Staffcentral Gewaardeerd voelen Controle hebben Vrijheid ervaren 1 2 4 3
  21. 21. Staffcentral 1 2 3 4 More insights Cluster 1 shows that being valued relates strongly to staff Cluster 2 shows control relates to delays and “other” Cluster 3 connects “atmosphere” to freedom Cluster 4 is suggests not being valued relates to delays and crowdedness Gewaardeerd voelen Controle hebben Vrijheid ervaren 1 2 4 3
  22. 22. Staffcentral 1 2 3 4 More insights Cluster 1 shows that being valued relates strongly to staff Cluster 2 shows control relates to delays and “other” Cluster 3 connects “atmosphere” to freedom Cluster 4 is suggests not being valued relates to delays and crowdedness Gewaardeerd voelen Controle hebben Vrijheid ervaren 1 2 4 3 Observing patterns in the data, combining multiple data items and subsequently digging deeper into the stories and vice versa to develop competing hypothesis of what might be going on is at the heart of catalysis Once that is done, it is ideally the customers jobs to make sense, draw conclusions, design a set of interdependent experiments, carry them out. Meanwhile the “whole” process continues (and practice evolves) so that impact due to the experiments and/or autonomous developments might co-occur and mingle.
  23. 23. Take home messages cPNI seems to fit best with and appeal to services intensive organisations Keeps the “softer side” into or near to the focus of attention w/o becoming “too playful”. cPNI is not simple continuous application of an existing PNI application It takes changes in the StoryForm Organising a continuous stream of responses ain’t straightforward Various incarnations of the StoryDashboard are needed Operational, “Research” and “Quality”, Management Further innovation of the application must be aligned with making the customer organisation less dependent from “you”. So organise for Independence. Especially for change management applications. Work with specialised partners to achieve this
  24. 24. Thank you Marco Koning, Msc marco@storyconnect.nl Erwin Duurland, Msc erwin@storyconnect.nl dr. Tom Porter, Msc tom@storyconnect.nl dr. Harold van Garderen harold@storyconnect.nl

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