A Tale of Three World - Reinventing business through ACM & Service Design

• 1. A Tale of Three Worlds Thierry de Baillon

2. The world according to businesses 3. Secure & Optimize 4. Machine to Machine interactions 5. Human to Machine interactions 6. Human to Human interactions 7. The world according to workers 8. The problem with processes 9. Work is about solving real-world problems 10. Most employee time is not spent executing process, but handling exceptions to process The Only Sustainable Edge J Hagel, J Seely Brown 11. Work is ambiguous 12. Work is collaborative 13. Work is iterative, cumulative 14. Work is about getting the right resources at the right time 15. Work happens along flows, not along paths 16. The world according to customers 17. Customers want THEIR problems solved, whatever the mean 18. whatever the channel 19. A collision between worlds 20. 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 21. BPM 101 ? 22. 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 23. Adaptive Case Management Assembling all information (data, workflows, events) concerning a case, and supporting the knowledge worker based on this information Loqutus 24. 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 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. Business as a Service Reverse engineering the way businesses operate 27. #1 Start with customers needs 28. #2 Understand the problems they are trying to solve 29. People dont want to buy a quarter- inch drill. They want a quarter-inch hole. Ted Levit 30. #3 Draw their journey from end to end 31. #4 Manage for information flows not document stocks 32. #5 Shape cases around customer experience 33. #6 Create value at every step 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. There is only one valid definition of a business purpose: to create a customer Peter Drucker 36. Obrigado ! Thierry de Baillon [email protected] @tdebaillon http://about.me/tdebaillon http://esteam-care.com http://thefutureofcollaboration.com http://debaillon.com http://changeagentsworldwide.com 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