A Tale of Three World - Reinventing business through ACM & Service Design
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The document discusses three different views of the world according to businesses, workers, and customers. The business view focuses on processes, the worker view focuses on adaptive case management and dealing with exceptions, and the customer view focuses on having their problems solved through any channel. There is a collision between these different worlds, so a new toolset is needed to reconcile the views and focus on customers, understanding their problems and journey, and creating value at every step from their perspective. The new toolset includes adaptive case management, service design, and focusing on information flows rather than document stocks.
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A Tale of Three World - Reinventing business through ACM & Service Design
- 2. A Tale of Three Worlds Thierry de Baillon
- 3. The world according to businesses
- 5. Machine to Machine interactions
- 6. Human to Machine interactions
- 7. Human to Human interactions
- 9. The world according to workers
- 10. The problem with processes
- 13. Work is about solving real-world problems
- 14. Most employee time is not spent executing process, but handling exceptions to process The Only Sustainable Edge J Hagel, J Seely Brown
- 17. Work is iterative, cumulative
- 18. Work is about getting the right resources at the right time
- 19. Work happens along flows, not along paths
- 21. The world according to customers
- 22. Customers want THEIR problems solved, whatever the mean
- 23. whatever the channel
- 24. A collision between worlds
- 25. A new toolset for a new world Processes The businesses view of the world ACM The workers view of the world Service Design The customers view of the world
- 26. BPM 101 ?
- 27. A new toolset for a new world Processes The businesses view of the world ACM The workers view of the world Service Design The customers view of the world
- 28. Adaptive Case Management Assembling all information (data, workflows, events) concerning a case, and supporting the knowledge worker based on this information Loqutus
- 29. A new toolset for a new world Processes The businesses view of the world ACM The workers view of the world Service Design The customers view of the world
- 30. 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
- 31. Business as a Service Reverse engineering the way businesses operate
- 32. #1 Start with customers needs
- 33. #2 Understand the problems they are trying to solve
- 34. People dont want to buy a quarter- inch drill. They want a quarter-inch hole. Ted Levit
- 35. #3 Draw their journey from end to end
- 36. #4 Manage for information flows not document stocks
- 37. #5 Shape cases around customer experience
- 38. #6 Create value at every step
- 39. 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
- 40. There is only one valid definition of a business purpose: to create a customer Peter Drucker
- 41. 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
- 42. 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