Uploaded byJess McMullin
From Service Design to Service Transformation - SDN Global 2016
The document discusses the concept of service transformation as necessary organizational change to deliver integrated services effectively. It highlights the importance of a service architecture framework to navigate complexities and supports strategic conversations within organizations. Ultimately, it emphasizes that service transformation equates to organizational transformation, requiring new tools and perspectives to identify barriers and opportunities.
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From Service Design to Service Transformation - SDN Global 2016
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- 2. @jessmcmullin | jessAT situ.org
- 3. Transformation? What doesthat even mean? Service transformation is the required organizational and systemic change in order to design and deliver new services which become integrated with the business in sustained, ongoing strategy, structure, and operations at scale.
- 4. Journeys, Experience Maps,& Blueprints Alone Don’t Cut it for Organizational Transformation
- 5. The rising stormof complexity. 0 1 2 3 4 5
- 6. Complexity Impacts Allof Us Photo: Covenant Health www.covenanthealth.ca
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- 9. Multiple globally interconnected reasonsfor price collapse
- 10. “ “ None ofus live in isolation from the impacts of an increasingly complex world.
- 11. So we needto innovate, and then transform to adopt and sustain those innovations…
- 12. But organizational innovationand transformation has more to do with archaeology than with rocket science
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- 14. As we transformorganizations…
- 15. …we need newperspectives & tools
- 16. Seeing & respondingto complexity. 0 1 2 3 4 5
- 17. Not seeing complexityis risky. Photo: CC:BY darkday hKps://www.flickr.com/photos/drainrat/15241612721
- 18. Imagine you are hangingfrom the overhang of a very tall cliff… With no tools. No rope. No gear. No harness. Photo: CC:BY Akuppa flickr.com/photos/90664717@N00/92297058
- 19. TOOLS TO! CONFRONT COMPLEXITY! ARETHE SAFETY HARNESS FOR TRANSFORMATION
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- 21. “ “Services areSystems Avatars
- 22. Where can welearn about complex adaptive systems?
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- 34. SAF: THE SERVICE ARCHITECTUREFRAMEWORK A tool for seeing the complexity of organizations
- 35. A new wayto see complexity
- 36. BC Natural ResourceSector
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- 38. With my friendand colleague Alex MacLennan @admaclennan
- 42. Delivery realizes value. Foundationssupport value. Bedrock defines value.
- 43. Photo: MLazarevskiCC:BY-ND hKps://www.flickr.com/photos/mlazarevski/9353581122 Corrective lenses tosee within and across our organization differently
- 44. The Elements inPractice 0 1 2 3 4 5
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- 46. Part of Colombia’sService Architecture
- 47. Some of Colombia’sDesign & Innovation TeamAngélica – follow @huracangie San3ago
- 48. Experience: Real WorldResearch
- 49. Interactions: Channels +Touchpoints
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- 51. Infrastructure: Space, Tech,Logistics
- 53. Decision DNA: Policy,Strategy, Standards, Governance (& Legislation)
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- 55. Mandate: Stated Vision,Mission, Values
- 56. Culture: Norms, Unsaids,Values in Use
- 57. Context: The world,markets, life
- 58. Context creates meaning,and value 70
- 59. Every major failure I’veexperienced in my mid career onwards was because I missed something in one of these layers…I had great teams, with great designers, but design alone was not enough to succeed.
- 60. Service Architecture FrameworkHelps Us Ask Bigger Questions to Solve Better Problems
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- 63. Similar Information toa Service Blueprint Organizational Reason for Change Organizational Context for Change
- 65. “ “ Service Architectureis a guide to strategic conversations inside your organization.
- 66. Some examples 0 12 3 4 5
- 67. Presto is great,but…
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- 71. The Act Doesn’tsay Anything About it
- 72. THIS DOES NOT MEANTHAT YOU NEED TO SOLVE FOR EVERYTHING.
- 73. Where are therisks and opportunities across your service architecture?
- 74. Who do youneed to work with to look at all the parts of your service architecture?
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- 78. Complex to getrestraining order
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- 82. Recap 0 1 23 4 5
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- 86. Service architecture letsyou look across your organization and find the barriers, opportunities, and collaborators to sustain transformation.
- 87. I’m looking forwardto see what you can do with it too :)
- 88. start your ownstrategic conversations! Email me for a PDF. Use service architecture & Thank you! Jess AT situ.org @jessmcmullin situ.org
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