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

Managing resources

Creating, accumulating, & delivering value

Reimagining management- process architecture

Satisfy customerSenseneed

Createoffering

Engagecustomer

Deliveroffering

Serve citizenResearch

needDevelop policy

Engagecitizen

Deliverservice

1. Reimagine management2. Start with a process architecture

FunctionalOrganisation

SustainingImproved

The problem with problems

Improved

Threatsto the process

Weaknessesof the process

Negative Bias

Strengthsof the process

Opportunitiesfor the process

SOPositive Bias

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

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

Thisisa

bicycle

Improved

What are we trying to improve?

Thisis

bicycle

Improved

1. Redefine improvement – widen the search

2. Improve the system

Improved

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

EPAMeasuresMMsReportsResponse

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

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