sustaining improved organisation performance

1© Roger Tregear, Leonardo Consulting 2015

Sustaining

ImprovedOrganisation performance

Roger Tregear


Organisation performance?

Keeping customers and other stakeholders satisfied (enough) by delivering the value promised


Maintaining clarity about value delivery

targets, goals and gaps

Improved?


Continually improving our ability to sustain appropriate customer experiences

Sustaining?


Few organisations have embedded a systemic wayof finding and sustaining organisational performance improvements

?The problem


SustainingImproved

Organisation performance


Why does this organisation exist?



What can 1 box deliver?



We collaborate to get things done



Organisation performance = cross-functional process

performance



Reimaginingmanagement Functional

Organisation

Proc

ess

Org

anis

atio

n

Managing resources

Creating, accumulating, & delivering value



Reimagining management- process architecture



Reimagining management- process architecture

Satisfy customerSenseneed

Createoffering

Engagecustomer

Deliveroffering


Serve citizenResearch

needDevelop policy

Engagecitizen

Deliverservice


1. Reimagine management2. Start with a process architecture


FunctionalOrganisation

Proc

ess

Org

anis

atio

n


SustainingImproved



The problem with problems

Improved


Threatsto the process

Weaknessesof the process

Negative Bias

Strengthsof the process

Opportunitiesfor the process

WT

SOPositive Bias

Pro

perty

of

the

proc

ess

Pro

perty

of

the

ecos

yste

m

Widening the search

Improved

“An improvement program must be directed at what you want, not at what you don’t want.”Russell Ackoff, 1994


Strength-DrivenImprovement

+D


SWhat works well and must be preserved and replicated?Positive deviants?

Improved


Weakness-DrivenImprovement

Problems looking for solutions


WImproved

“One never becomes a leader by continuously improving- that’s imitation of the leader.” Russell Ackoff, 1994


Opportunity-DrivenImprovement Solutions looking

for problems


OImproved


What might disrupt process performance?

Continuity of supply

Quality of inputs

Changing requirements

New regulations

Threat-DrivenImprovement


TImproved


Improve ‘improving’

Improved


WThreatsto the process

TStrengths

of the process

SOpportunitiesfor the process

O


Thisisa

bicycle

Improved

What are we trying to improve?


Thisis

nota

bicycle

Improved


1. Redefine improvement – widen the search

2. Improve the system

Improved





WT

SO


SustainingImproved



Changes must be worth sustaining

Sustaining


Value Chain 1

Process 1.1 Process 1.3Process 1.2

Lead the OrganisationManage risk &

complianceDetermine

market strategyManage capital

Develop Vision

Support the OrganisationDeliver HR

servicesMaintain

physical facilitiesDeliver IT services

Manage finances

Value Chain 2

Process 2.1 Process 2.3Process 2.2

m

EPAMeasuresMMsReportsResponse

Process 1.2

Process 1.2

A system of managementSustaining


Sustained performance requires sustained effort

Sustaining

Get the circles turningthe secret sauce of process-based management


1. Make it worthwhile2. Start the circles turning

Sustaining


make it worthwhileget the circles turningSustaining

redefine improvementimprove the systemImproved

reimagine managementstart with a process architecture


sustaining improved organisation performance

Business