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Make Agility Part of Your Process - Harvard Business Review

Make Agility Part of Your Process - Harvard Business Review | Designing design thinking driven operations | Scoop.it

Via David Hain
Fred Zimny's insight:

Not only on the executive levvel, but also in operations. Imperative for service designers and service managers

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Designing design thinking driven operations
I blog about strategic and tactical service design and management.<br><br>Trying to explore how service design practices develop.<br><br>With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.<br><br>I also aim to support senior managers and professionals to reflect and improve their practices.
Curated by Fred Zimny
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Designing design thinking driven operations

Designing design thinking driven operations | Designing design thinking driven operations | Scoop.it

 

 

Customer experience, customer service, design thinking, service design, service management

 

Mail me: fjg.zimny@serve4impact.com

  

Follow me on twitter: @FredZimny

 

Connect with me on linkedin http://www.linkedin.com/in/fredzimny

  

Even more good stuff at http://serve4impact.com 

 

 

 

 



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VALUING DESIGN: mapping design impact and value in six public & 3rd sector projects


Via Rosário Durão
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Stanford Webinar - Apply Design Thinking in Your Work

Transform the way you think about innovation and how to go to market with new ideas. Design Thinking is a widely recognized practice you can use to integrate design, technology and business...

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6 Astonishingly Easy Ways to be Happier

6 Astonishingly Easy Ways to be Happier | Designing design thinking driven operations | Scoop.it
The pursuit of happiness is an unalienable right—and one that’ll improve your productivity, too. Here are the 6 best hacks from books on happiness.
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Take It From an Expert: Design Is More Important Than Ever | WIRED

Take It From an Expert: Design Is More Important Than Ever | WIRED | Designing design thinking driven operations | Scoop.it
John Maeda has delivered the data to prove it: Design is more integral to good business than ever before.
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HR analytics “stuck in neutral”, warns Deloitte

HR  analytics “stuck in neutral”, warns Deloitte | Designing design thinking driven operations | Scoop.it
Deloitte HR study reveals dearth of analytics ability, but it’s the shortfall in the soft skills of engagement and leadership which are biting organizations hardest.
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The 6 Personas of CMOs -- Which One Are You?

The 6 Personas of CMOs -- Which One Are You? | Designing design thinking driven operations | Scoop.it
A recent study by Forbes Insights, "The Growth CMO: Personas and Potential," conducted in association with SAP and gyro, sheds light on the role of the CMO by clustering them into six distinct "personas," each one distilling a particular approach...
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John Maeda of Kleiner Perkins Caufield & Byers says shift to mobile has accelerated design's rise in tech - San Francisco Business Times

John Maeda of Kleiner Perkins Caufield & Byers says shift to mobile has accelerated design's rise in tech - San Francisco Business Times | Designing design thinking driven operations | Scoop.it
"[Tech] needs to incorporate good design into mobile products from the early stages of development." —@SVBizLeia http://t.co/lTCYu13vak
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3 Reasons Customer Experience Management Fails | Business2Community

3 Reasons Customer Experience Management Fails | Business2Community | Designing design thinking driven operations | Scoop.it
If you have nothing better to do sometime, pour a nice glass of wine and curl up with Arizona State’s Rage Study. The most recent edition is from 2013 and it tells us that almost $76-billion in rev…

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Michelle Batt's curator insight, March 18, 2:08 PM

This rage study is interesting, especially the shared chart. Some of these line items show that it's not just about process and technology. Sometimes, companies just don't do the simple things, like say "I'm sorry for your x trouble" or "Thank you" or… I am in the midst of an experience now with a large insurance company. The process has been horrible, passed around between claims folks, confusing messages, nothing is consistent, and it has made me feel the emotion of "rage" that as I explain what has happened along the way, nobody has even shown empathy and said a simple "I'm sorry." If we take a look at this list and take some kind of action, I bet we could see an impact!   

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Workforce 2020: The Looming Talent Crisis

The importance of people management is not reflected in the C-suite and boardroom. Many companies lack the culture and tools they need to engage employees, track their performance, and measure the effectiveness of HR initiatives. 



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Kenneth Mikkelsen's curator insight, March 21, 7:46 AM

Preparing for the 2020 workforce is critical to business strategy, growth, and performance. To understand the challenges and opportunities, Oxford Economics and SAP surveyed over 2,700 executives and more than 2,700 employees in 27 countries during the second quarter of 2014. 


Here are the key findings from the survey: 


The New Face of Work

Businesses must understand the workforce of the future and its importance to bottom-line success.


The 2020 Workforce will be increasingly flexible.

  • 83% of executives surveyed said they plan to increase use of contingent, intermittent, or consultant employees in the next 3 years forcing change on companies.


The 2020 Workforce will be increasingly diverse.

  • HR management will need to become more evidence-based to deal with these realities.


A lack of metrics and tools keeps HR from developing strategies for building the future workforce.

  • Most lack sufficient data on their strengths and vulnerabilities, and do not use quantifiable metrics and benchmarking in workforce development.
  • Only 42% say they know how to extract meaningful insights from the data available to them.

As a result, companies are not making progress toward meeting their workforce goals.
  • Nearly one-fifth of executives say they have made slight progress; 47% say they have made moderate progress; and just 33% say they have made good or significant progress.

HR too often lacks the information or insights to be truly strategic.
  • HR often works with the C-suite but does not drive board-level strategy.

  • Companies are executing on operational plans but lack strategic vision for the workforce.

The Millennial Misunderstanding

Millennials are different, but not as different as companies think.


Several myths about Millennials are challenged by the research, including:

  • Millennials care more about making a positive difference in the world through work.

  • Achieving work/life balance is more important to Millennials.

  • Finding personal meaning in their work is more important to Millennials.

  • Meeting income goals is less important to Millennials as long as they are learning and growing.

Millennials do need be managed differently, in terms of feedback and development.
  • Millennials rely more on formal training and mentoring to develop their skills.
  • Millennials want informal feedback from their managers 50% more often than older peers.


What Matters Most at Work

Companies do not understand what their employees really want from them.

When it comes to satisfied employees, compensation matters—a lot.

  • The most important attraction and retention benefit for employees is compensation.

  • Only 39% of executives say their company offers competitive compensation; other corporate offerings often fail to match up with employee preferences.

  • Just 39% of survey respondents say they are satisfied with their job overall.


Executives value loyalty more than job performance.

  • Despite this preference, they are not focused on effective ways to engender loyalty.

  • Employees have a distorted view of the qualities their bosses deem most important. The top three attributes executives want in employees are a high level of education and/or institutional training (33%), loyalty and long-term commitment 32%), and the ability to learn and be trained quickly (31%). The top three attributes employees think their leadership desire are the ability to learn and be trained quickly (34%), loyalty and long-term commitment (31%), and job performance and results (31%).


The Leadership Cliff

Executives and employees agree that leadership is lacking - and leadership development is lacking.

Gaps in leadership capabilities spell trouble for future growth.
  • Executives cite a lack of adequate leadership as a major impediment to achieving workforce goals; only 35% say talent now in leadership positions is sufficient to drive global growth.
  • About half of executives say their team has the skills to manage talent or to inspire and empower employees; leadership is not equipped to lead a global, diverse workforce.

Employees agree with executives that leadership overall is lackluster.
  • Just 44% of employees say that leadership at their company can lead the organization to success; even fewer say their company is committed to diversity.

  • Ratings across a range of leadership attributes are middling at best.
  • Employees don’t cite direct manager quality as something that would improve their engagement, suggesting that upper-level quality should be improvement focus.


Most companies are not cultivating leadership within their organizations.

  • Planning for succession and continuity in key roles is not common.

  • Few employees or executives say management values leadership ability in employees.

Bridging the Skills Gap: The Learning Mandate

Better training and education opportunities would benefit employees and businesses alike.


For employees, obsolescence is a bigger concern than layoffs.

  • Employees say their top concern is their position changing or becoming obsolete.

  • Millennials are dissatisfied with options for development and a clear career path.


Technology skills development will continue to lag.
  • The need for technology skills will grow over the next three years, especially in analytics and programming/development. 48% say analytics skills will be needed by employees in three years, and 59% say programming/development skills will be needed.

  • Ample training on essential technology is in short supply, as is access to the latest technology.


Firms have difficulty finding skilled employees, but invest little in developing their own people.

  • Nearly half of executives say difficulty finding base-level skills affects their workforce strategy.

  • An increase in the number of non-payroll positions may force new thinking on development.


Firms struggle to develop a learning culture within their organization.

  • Roughly half of executives say their company is capable of retaining, updating, and sharing institutional knowledge,

    and 47% say their company has a culture of continuous learning.

  • Only 41% of employees say their company offers them opportunities to expand their skill sets. 

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Ankie Hoefnagels sur Twitter

Ankie Hoefnagels sur Twitter | Designing design thinking driven operations | Scoop.it
(via @ROOM_forthought) trained in design thinking by prof. Gaby Odekerken #service science factory maastricht: top! pic.twitter.com/E1201Cojer
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Linda A. Hill on the Creative Power of the Many

The Harvard Business School professor explains how leaders can harness collective genius to achieve innovation success.
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Customer Experience: Trends, Data and Best Practice

Customer Experience: Trends, Data and Best Practice | Designing design thinking driven operations | Scoop.it
Exclusive to our Enterprise and Small Business subscribers, these monthly topic briefing webinars provide a convenient overview of our research. We'll take a look at our key findings, recent trends and best practice focused on our topic of the month.
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Accelerating Projects by Encouraging Help | MIT Sloan Management Review

Accelerating Projects by Encouraging Help | MIT Sloan Management Review | Designing design thinking driven operations | Scoop.it
Making it safe to be honest about when projects are getting off track can promote cooperative behavior.
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European Growth by Design

European Growth by Design | Designing design thinking driven operations | Scoop.it
European Growth by Design is a high-level summit focussing on how design can boost innovation and create economic growth across Europe.
The event will be a chance to hear the European Commission’s plans to unleash Europe’s potential and ensure global competitiveness. It’s also an opportunity to learn first-hand from business leaders how to use design to create better products and services, increasing profits and improving customer experience.
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The Infrastructure Needs of the Digital Economy

The Infrastructure Needs of the Digital Economy | Designing design thinking driven operations | Scoop.it
There will be more than 1 billion new Internet users by 2020. Will the digital infrastructure be able to keep up with demand?
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Our response to the 2015 budget

Our response to the 2015 budget | Designing design thinking driven operations | Scoop.it
George Osborne’s final budget before the general election covered much ground, from science and innovation to public services. Design Council specifically welcomes the government’s further investment in UKTI as a move to boost UK export.
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The New World of Work

The New World of Work | Designing design thinking driven operations | Scoop.it
/figcaption> How are improvements in digital technology changing the nature of human work? A team of researchers from the MIT Sloan School of Management and the Masdar Institute in Masdar City, Abu Dhabi, have taken a close look at that question.
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John Maeda says design is winning in Silicon Valley

John Maeda says design is winning in Silicon Valley | Designing design thinking driven operations | Scoop.it
John Maeda says we're in the golden age of design for tech products designed to be used by millions.
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Young People Don't Really Care About the News

Young People Don't Really Care About the News | Designing design thinking driven operations | Scoop.it
Welcome to the age of the accidental news junkie.
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The CMOs Role in Delivering Omnichannel Customer Experiences

The CMOs Role in Delivering Omnichannel Customer Experiences | Designing design thinking driven operations | Scoop.it
Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today.

Via Eric_Determined / Eric Silverstein
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Michelle Batt's curator insight, March 17, 11:40 AM

Totally agree. #CX is NOT a project - it's about transformation. Driving the entire organization to know customers well and collaborating across business units to deliver the experience through desired channels. It won't work if everyone stays in their "own silo." Also love the Hyatt quote at the end!

Darcy Bevelacqua's curator insight, March 17, 12:16 PM

the most important part of the business transformation is educating customer facing employees and enabling them to do a superior job by consolidating the information they need in one place. Your organization needs to know their customer's better than the competition and serve them utilizing that knowledge. 


Guislain d'Hauteville's curator insight, March 18, 10:55 AM

According to a recent report, Gartner’s Executive Summary for Leadership Accountability and Credibility within the C-Suite, a high percentage of CEOs expect CMOs to lead the integrated cross-functional customer experience....

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Kerry Bodine's Blog

Kerry Bodine's Blog | Designing design thinking driven operations | Scoop.it
Back in October, I traveled to Berlin and Cambridge, Mass., to attend the annual conferences of the Service Design Network, an international organization for professionals and academics working in the field of service design.
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frog ideate and prototype concepts on the future of Media

frog  ideate and prototype concepts on the future of Media | Designing design thinking driven operations | Scoop.it
On March 7, 2015 Google and frog partnered in Milan, Italy and brought together 80 talented creatives with a background in technology and design to ideate and prototype concepts on the future of Media.
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Michael Ravensbergen's curator insight, March 22, 7:01 AM

Co design the new time!!

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The Art of Performance Management

The Art of Performance Management | Designing design thinking driven operations | Scoop.it
Before investing in new performance management systems, leaders need to identify the metrics that really matter and design processes for translating data into effective decision making.
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Data Analytics Dominates Enterprises Spending Plans For 2015 - Content Loop

Data Analytics Dominates Enterprises Spending Plans For 2015 - Content Loop | Designing design thinking driven operations | Scoop.it
Big Data and Analytics, business trends, Enterprise IT, spending
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Minding the Analytics Gap

Minding the Analytics Gap | Designing design thinking driven operations | Scoop.it
The number one barrier to creating business value from analytics is translating analytics into business actions, according to recent research by MIT Sloan Management Review, in partnership with SAS Institute Inc.
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