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How to use unstructured comments to assess and improve soft qualities of
organizations
Dr. Harold van Garderen
EvaSys International Users Conference 27-28 September 2016
Goethe University Frankfurt
Even
ts
Workshop Tradeshow Training Keynotes Pr
ojec
tsFlash Inception Insight Impact Co
ntin
uous
Independence Outsourcing
Mac
hine
Order Procedure Hierarchy Analysis Measure Direct/steer Indicators Risk Implement Ec
olog
y
Cooperation Process Network Evaluation Assess (co)-Evolve Impact Uncertainty Emerge M
ess
Autonomy Occur Topology Act Confront (co)-Exist Art Uncanny Innovate
Nar
rativ
esNarratives
Narratives are the natural way we autonomous agents talk about out life, making a living. If narratives are not the stuff of science yet is
about our ever-changing livings, then science, not story, must change. ….
Inversion In today’s society, research, knowledge
productivity and management are no longer about what you want to know from people, but
what people want you to know
Value Narratives contain insights, values, ideas,
warnings, perspectives that are hardly accessible for organizations and society
Untapped value Narratives are omnipresent in
organisations, f.e. in open text fields of surveys.
In this presentation we will show how to put this often untapped resource to use for assessing and improving the
soft qualities of organizations and get a grip on the inherent uncertainty of
social (services) systems
Really? Can we do that?
Yes we can
Wir schaffen
das
P h o t o : A n d r i u s A l e k s a n d r a v i č i u sSurv
ey in
vers
ion
Often lots of effort have been put in developing balanced and reliable surveys
Survey inversion reuses these efforts (and some existing narratives)
P h o t o : A n d r i u s A l e k s a n d r a v i č i u sSurv
ey in
vers
ion [Lots of other questions]
Date, name, locations Opinions, ratings on various topics
Remarks
…….
Did you notice /experience anything? Positive or negative? Please share what really happened …
…….
Please title your experience/story …….
In what tone of voice did you write? Very positive/positive/don’t know/negative/very negative
This made you feel (max 2)? Happy/sad/fearful/relieved/mad/thankful
Which theme features strongest in what you wrote? [selected topics from the existing survey]
Who should hear this or do something about it? Other students/teachers/facilities (moderately long list)
No you
can’t
P h o t o : A n d r i u s A l e k s a n d r a v i č i u scPN
I pro
ject
s
Collection
Sense making Return
Intervention
Catalysis
PNI
Planning
Figure from Working with Stories in Your Community or Organization: Participatory Narrative Inquiry by Cynthia F. Kurtz.
Nestedness Elicitation
Power differences Emergence
Cognitive budget Pattern exploration
Convergence Design trap
Ecological damage
Good news: You’ve got the infrastructure
Fam
ily-d
irect
ed c
are
Challenge Move from a professional Qualitymark organization to a patient-as-observer
Quality Assessment strategy
Status (Impact —> Independence) Over 5000 experiences, some 250
per month. 11 hospitals have adopted the Golden Smiley.
Results Based on StoryReports, hospitals spot and act on issues and opportunities
found.
Fam
ily-d
irect
ed c
are
Challenge Move from a professional Qualitymark organization to a patient-as-observer
Quality Assessment strategy
Status (Impact —> Independence) Over 5000 experiences, some 250
per month. 11 hospitals have adopted the Golden Smiley.
Results Based on StoryReports, hospitals spot and act on issues and opportunities
found.
Fam
ily-d
irect
ed c
are
Challenge Move from a professional Qualitymark organization to a patient-as-observer
Quality Assessment strategy
Status (Impact —> Independence) Over 5000 experiences, some 250
per month. 11 hospitals have adopted the Golden Smiley.
Results Based on StoryReports, hospitals spot and act on issues and opportunities
found.
Fam
ily-d
irect
ed c
are
Challenge Move from a professional Qualitymark organization to a patient-as-observer
Quality Assessment strategy
Status (Impact —> Independence) Over 5000 experiences, some 250
per month. 11 hospitals have adopted the Golden Smiley.
Results Based on StoryReports, hospitals spot and act on issues and opportunities
found.
Fam
ily-d
irect
ed c
are
Challenge Move from a professional Qualitymark organization to a patient-as-observer
Quality Assessment strategy
Status (Impact —> Independence) Over 5000 experiences, some 250
per month. 11 hospitals have adopted the Golden Smiley.
Results Based on StoryReports, hospitals spot and act on issues and opportunities
found.
Fam
ily-d
irect
ed c
are
Challenge Move from a professional Qualitymark organization to a patient-as-observer
Quality Assessment strategy
Status (Impact —> Independence) Over 5000 experiences, some 250
per month. 11 hospitals have adopted the Golden Smiley.
Results Based on StoryReports, hospitals spot and act on issues and opportunities
found.
Fam
ily-d
irect
ed c
are Sharing & evaluation of meaning
Children/parents are elicited (quided asking) to share a specific story from all their experiences
and answer some questions about them
In your experience staff acted?Straight from the heart
Only using their brain Just their hands
Cust
omer
exp
erie
nce
Challenge Assess customer experiences on
control, freedom and hospitality for Dutch Rail
Status (Insight —> Insight, Impact) Sending out over 50.000 tweets to
260.000 @ns-online followers harvested some 800 stories and
associated data
Results Lots
Insights over entire customer journey Good and 2bimproved staff practices
Passenger-passenger interaction
Cust
omer
jour
ney
Please note PNI tends to
augment positive and negative experiences
So its not representative nor
validated in the classical sense
It’s ideal for early warning- and
improvements, but it ain’t the perfect
solution for everything
Cust
omer
jour
ney
Please note PNI tends to
augment positive and negative experiences
So its not representative nor
validated in the classical sense
It’s ideal for early warning- and
improvements, but it ain’t the perfect
solution for everything
Staf
f cen
tral
1
2
3
4
More insights Cluster 1 shows
that being valued relates strongly to
staff
Cluster 2 shows control relates to
delays and “other”
Cluster 3 connects “atmosphere” to
freedom
Cluster 4 is suggests not being
valued relates to delays and
crowdedness
Gewaardeerd voelen
Controle hebben Vrijheid ervaren
1
2
4
3
Staf
f cen
tral
1
2
3
4
More insights Cluster 1 shows
that being valued relates strongly to
staff
Cluster 2 shows control relates to
delays and “other”
Cluster 3 connects “atmosphere” to
freedom
Cluster 4 is suggests not being
valued relates to delays and
crowdedness
Gewaardeerd voelen
Controle hebben Vrijheid ervaren
1
2
4
3
Observing patterns in the data, combining multiple data items and subsequently digging deeper into the stories and vice verse to develop competing hypothesis of what might
be going on is at the heart of catalysis
Once that is done, its the customers jobs to make sense, draw conclusions, design a set of interdependent
experiments, carry them out.
Meanwhile the “whole” process continues (and practice evolves) so that impact due to the experiments and/or
autonomous developments might co-occur and mingle.
Lear
ning
toge
ther
Challenge Evaluate impact of a joint learning
program of Cambridge students and prisoners
Status (Insight —> Impact) In a 3-day FlashConnect project we
trained facilitators, developed a StoryForm, ran a StoryWorkshop and
evaluated outcomes
Results This evaluation approach resonated Emergence of pride & connections
Working towards wider rollout
Lear
ning
toge
ther
Challenge Evaluate impact of a joint learning
program of Cambridge students and prisoners
Status (Insight —> Impact) In a 3-day FlashConnect project we
trained facilitators, developed a StoryForm, ran a StoryWorkshop and
evaluated outcomes
Results This evaluation approach resonated Emergence of pride & connections
Working towards wider rollout
Lear
ning
toge
ther
Challenge Evaluate impact of a joint learning
program of Cambridge students and prisoners
Status (Insight —> Impact) In a 3-day FlashConnect project we
trained facilitators, developed a StoryForm, ran a StoryWorkshop and
evaluated outcomes
Results This evaluation approach resonated Emergence of pride & connections
Working towards wider rollout
Thank youMarco Koning, Msc
Erwin Duurland, Msc [email protected]
dr. Harold van Garderen [email protected]
