the impact schema - a tool for adaptive organisations
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The IMPACT SchemaVersion 1.0 (23/09/2016)
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The Adaptive organisation IMPACT Schema A “new” ride
sharing app
1 2 3
What we’re covering today
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• Predictable vs unpredictable: Some change can be measured, some come out of nowhere
• Measurable vs immeasurable: Some change can be contained, others are too large to fathom
• Singular vs multi-faceted: Some change can be isolated to a single cause and effect, others are too complex to pin-point
The Adaptive Organisation
Although a household name in the 90’s and 00’s, Nokia encountered a massive disruptor in the form of Apple and their iPhone (released in 2007).
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• Understand core strengths• Understand areas of flexibility• Understand which areas to
prioritise• Quick to analyse impact of change• Quick to change (if required)• Cross organisation understanding
and acceptance that “Everything is connected”
The Adaptive Organisation
The Sabiha Gokcen airport in Istanbul – world’s largest airport that can still function and adapt to earthquakes measuring up to 8.0 on the Richter scale.
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The Adaptive Leader
I only have this much budget…
To remain competitive in the market…
To improve my workforce and culture…
To develop and introduce leaner processes…
To invest in new tools and technology…
In order to meet the change my customers
expect from my brand…
The Adaptive Leader Quandary
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The Adaptive Leader
I can manage my budget better to deliver
to my customers expectations!
And I knew what customers expect from the market…
And I knew what skills is required for the customers…
And I knew which processes added value to customers…
And I knew what tools would deliver a great experience to my customers…
What if I knew how change is going to impact
my customers…
The Adaptive LeaderParadigm Shift
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IMPACT Schema
Investment
I
Market
M
People
P
Activity
A
Customer
C
Tools
T
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IMPACT Schema
• Collaborative tool• Focused on how the impact would
change the customer experience• Can be used multiple times for the
same change issue (to provide different options)
• Designed to be used at any point in the project (e.g. new scope added to a project)
• Works best in an adaptive organisation
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Customer
Market People Activity Tools
Investment
The Change: Timeframe:
Ability to book for a transport other than a taxi, cheaper, better quality, and just as safe – starting with Victoria 12 months
Auditor
DriverMobile App Developers
Tester
Help Desk
Driver Relations
Develop app
Test App
Release App
Provide Support
On-board Drivers
Conduct periodic checks
Payments
Maintain App
Settle rating
disputes
Download App
Download App
Register as
customer
Register as driver
Request for pickup
Provide destinatio
nRide car Pay for
driveProvide
feedbackReview history
Review feedback
Review payments Quit app
Engage in quality check
Review request
Pickup passenge
rReceive payment
Provide feedback
Review history
Review feedback
Review payments
Periodic audit Quit app
Mobile App
(native)
Ticketing system
Payment Gateway
On-boarding
pack5,572 taxi licences
14,675 taxi
drivers
Conduct quality checks
Driver Contract
Conduct campaign
MarketerUI Designer
Data Analyst
Vehicle Inspector
sAP and
AR
42,000,000 passengers -
VIC
$23.50 (avg. fare – VIC)
9.7km (avg. distance
VIC)
$285,000 (licence VIC)
* Stats from ATIA, FY2014
Profit Forecast: $8.4m first year5% (2,100,000) x $4 fee (20% of $20.00 avg. fare)
OPEX Forecast: $1.8m for the first year(Resources, marketing, BAU, etc.)
CAPEX Forecast: $1.2M(Software and hardware)
Data Centre / Cloud
Payment system
Website
Email exchange
Computers
Even short distances
Good way to control qualityCashless focus
Customer Service
Asset Manager
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Next steps
• When you are faced with a task to introduce change in an organisation (either by gathering requirements for a new system, or assessing the business case for a new piece of technology, etc.), bring people representing each focus area and conduct a workshop with a large print out or drawing of the IMPACT Schema. Get them all to participate!
• This is not a once off activity as change is constant – convert this into a digital format so that the information is not lost as easily and can be reviewed and updated when change occurs.
• To get a copy of the IMPACT Schema, go to:http://www.cxdlabs.com/impactschema.html
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Saiful NasirFounder and Principal ConsultantCXD Labs