Page 2 | ©2008 Diamond Management & Technology Consultants, Inc.
We Co-Evolve with our Tools
Two Distinctive Things About Humans are our Social Grouping and Co-Evolution with Our Technologies and Methods
Page 3 | ©2008 Diamond Management & Technology Consultants, Inc.
The Capabilities of our Tools Begin to Mimic the Brain and Pierce the Skin
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How Can We Augment Groups to Perform Urgent, Complex Work?
Humans
•Training•Raw intelligence•Method
Tools
•Capability•Flexibility•Sharing•Control
Faster Co-Evolution is the Core of Information Advantage
Urgent Complex Work
Page 5 | ©2008 Diamond Management & Technology Consultants, Inc.
Levels of Knowledge
Running head here – erdana 12, plain
Level A: Improve
Level B: Create an Improvement Process
•Cross train Call Center employees•BMW•Diageo
•Live Ops – quality / access•Demand Estimator
•Toyota•USAA•Blue IQ
Level C: Improve the Improvement Process
Page 6 | ©2008 Diamond Management & Technology Consultants, Inc.
Level A – Improve: COGS- New Product Introductions
Running head here – Verdana 12, plain
Customer Data Integration and Decision-Making
• Piloted demand-driven replenishment system in 17 markets
• Launch Success Model forecasting accounted for:• effects of price, • promotions, • seasonality, • sales velocity of items, • day of week and • delivery constraints
• Pilot improvements scaled to span across the company’s 1000 Area Sales Managers who will use the system on a daily basis
Potential Opportunities
• Develop a flexible technology platform to help increase measurement and evaluation
• Provide robust analytic and reporting capabilities to improve performance measurement and decision-making
Currently scaling nationally based on initial pilots in 17 markets
-0.002
0
0.002
0.004
0.006
0.008
0.01
0.012
0.014
0.016
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
% Brand Share
Weeks After Launch
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Level B – Improve the Process: True Performance of Agents
Good Agency/
Bad Market
Bad Agency/
Good Market
Agent-Market Heat MapTop Markets with
No Agents
Markets
Market Competi-
tiveIndex
Market Growth Index
Xxx, PA 15 110
Yyy, NY 90 130
Zzz, KS 30 200
Lll, IL 40 148
Ppp, MD 35 157
Page 8 | ©2008 Diamond Management & Technology Consultants, Inc.
Insight: Which agents to focus on for growth?
Running head here – Verdana 12, plain
Chart title (16 Verdana, Lime green)
Mar
ket
Gro
wth
Po
ten
tial
(M
GP
)3 y
r
Agent Revenue Potential (ARP)
Agent Revenue Performance - Market Growth Potential
$x
$150K
$80K
$100K
$20K
Avg. Premium/agent
Identify best
practices
De-prioritize
Good Agencies in non-Growth
Markets
Train Agencies
Page 9 | ©2008 Diamond Management & Technology Consultants, Inc.
Level C – Improve the Improvement Process: Redesign Knowledgework
Running head here – Verdana 12, plain
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Website Adoption ConceptU
niv
ers
al C
on
ten
tU
ser
Gen
era
ted
Co
nte
nt
Seed Dreams
Define Path to
The Dream
• Content
Social
Networking
• Forums
• Expert Advice
• Profile
• Friends
• Blogs
• Share
Diabetes
• Videos
• Blogs
• Articles
• FAQ’s
• Best Practices
Incentivize• Health Points
Social
N/W
Dreams
Preventative
Healthcare
Attract
Share Dreams
• Progress
• Forum
• Links Educate
Engage
Intermediate
Rewards
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Understanding the Market: Social Inclusion
Source of Information
No. of Respondents
Interactive media
52 patients mentioned online forum and blogs as important sources of information.
Traditional Media
201 patients mentioned Traditional mass media as source of info for Diabetes
Doctors &Nurses
146 patients still trust doctors and nurses more and would go to them for any information
Friends & Family
85 patients would reach their family members and friends for diabetes related info
• Over 60% of registered users were active in social media
Interactive Media
Traditional Media
Doctors & Nurses
Friends & Family
Page 12 | ©2008 Diamond Management & Technology Consultants, Inc.
Pilot: What if…you could use technology to manage patient care –and help them manage their own care?
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Model: Model includes delays, interdependencies and feedback loops
1
2
3
4
4
2 Diabetes patient lifecycle
3 Four management activities
4 Six major complications
1
• Inflow of diabetes patients
• Lifecycle from undiagnosed, through diagnosis ending in mortality
• Diet• Exercise• Self Management• Clinic Management
• Visual complications• Cardiovascular problems• Amputations• Neuropathy (Nerve)• Nephropathy (Kidneys)NOTE: Variables from Gauteng, South Africa and American
diabetic sources combined with prototype-specific findings
Population & Internet Adoption
Macro view of model and the four major sections
Page 14 | ©2008 Diamond Management & Technology Consultants, Inc.
Education is a vital component
Page 15 | ©2008 Diamond Management & Technology Consultants, Inc.
Analyze: Technology Adoption
• Patients adopt the Internet as a means of education and information gathering
Patients’ response to Internet, Mobile, Medical Device
High usage of all three technologies
Moderate users of all three technologies
Intervention users who didn’t use Glucometer but used internet and mobile device
Control group who used Glucometer and mobile device effectively
Page 16 | ©2008 Diamond Management & Technology Consultants, Inc.
Analyze: Mobile devices increase hospital appointment compliance
• Snapshot Appointment Compliance Data for July and August
Page 17 | ©2008 Diamond Management & Technology Consultants, Inc.
Overview of Costs and Potential Benefits
• This prototype illustrates the economic benefit per capita from just one service. The ~$90/citizen cost of adoption could be spread over multiple services to maximize the benefit.
~$90/citizen to deliver and have services executed
-
~$230/citizen of realized benefit
=~$140/citizen for just one
critical service*
*It is highly likely that one citizen will realize benefit from multiple services
Page 18 | ©2008 Diamond Management & Technology Consultants, Inc.
• Low Situational Awareness
• Poor Skills
• Wrong Values
• No Authority to Improve
• Lack of Systemic Thinking
Five Habits of Thoroughly Mediocre Organizations
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Levels of Knowledge
Level A: Improve
Level B: Create an Improvement Process
Level C: Improve the Improvement Process
Page 20 | ©2008 Diamond Management & Technology Consultants, Inc.
• The Role: Leader as learner…
• The Story: We have so much to discover…
• The Skills: A scientific mindset and willingness to learn…
• The Tone: Humble hearts, with great aspirations…
• The Work: Leading by example, teaching everyday…
The Key Ingredients…