One of the most important capabilities for any organisations to have, is to be able to study their services from the customer's point of view. Most organisations lack this capability, and this means that the vast majority of their change activity makes services worse for the customer and increases costs. So the incentive you think has improved things has made things worse and … [Read more...] about Studying reveals the impact of incentives
Archives for March 2019
Systems thinking in Lloyds bank
In this video Justin Watts (Head of Systems Thinking Lloyds Bank) talks about the application of systems thinking in banking. Justin highlights how traditional transformation approaches and the introduction of technology drove huge volumes of failure demand into their service centres. Now Lloyds advocates studying and learning before doing. Watching time: 8 … [Read more...] about Systems thinking in Lloyds bank
Systems Thinking in Advice UK
Advice UK used the Vanguard Method of Systems Thinking in Nottingham advice centres. Leaders and staff learned to study their services as systems from the service users point of view, and to transform based upon new principles. One result of this intervention was this video created to mark the significant transformation in services. Watching time: 6 … [Read more...] about Systems Thinking in Advice UK
Systems Thinking in Aviva
This short film was created by Aviva in 2012. They used the Vanguard Method to help them study their services as systems and to redesign using new principles. It is their strategic competitive advantage. For more information about the Vanguard Method of Systems Thinking a good place to start is with Freedom from Command and Control (2003). Watching time: 4:16 minutes … [Read more...] about Systems Thinking in Aviva
Oxfam strategist talking about the application of systems thinking
In this video Dr. Paul Walley interviews Duncan Green on the application of systems thinking in Oxfam. Green identifies that systems thinking has been used to help Oxfam to 'zoom out' on situations of interest to understand, reframe and ask better questions. One result is the creation of better interventions. From this you can understand why 'results' are difficult to quantify. … [Read more...] about Oxfam strategist talking about the application of systems thinking