The Service Organization : How to Deliver and Lead Successful Services, Sustainably.
All organizations are becoming service organizations. But most weren't built to deliver services successfully end-to-end, and the human, operational and financial impacts are abundantly clear. In the digital era the stakes are even higher, given how rapidly services change. Yet default working...
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| Main Author: | |
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| Format: | Electronic eBook |
| Language: | English |
| Published: |
La Vergne :
London Publishing Partnership,
2023.
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| Subjects: | |
| Online Access: | CONNECT |
Table of Contents:
- Intro
- Foreword
- Preface
- Introduction
- Chapter 1
- Redefine your organization by the services it provides
- Make services visible
- Distinguish between main and supporting services
- Embed the service view of the organization
- Start before you have permission
- Chapter 2
- Define what's in a service from the outside in
- Draw the stages, not the process
- Change the language to ingrain services
- Create a consistent framework to describe services
- Escape the curse of knowledge by observing what actually happens
- Understand what's hard about operating a service
- Say what good looks like
- Chapter 3
- Reveal how services perform in the real world
- Define the job of a service and its outcomes
- Set indicators for what good looks like
- Flip pain points into what we'd see if it worked well
- How to avoid optimizing what doesn't need to exist
- Turn what good looks like into a framework
- Influence with the data you don't yet have
- Don't wait to be asked to give a better view
- Chapter 4
- Shape work and projects for success
- Shape the problems to solve and the work to be done
- Challenge the hidden assumptions that constrain the design
- Position the work to improve services
- Handling challenge
- Chapter 5
- Make policy that delivers better service outcomes
- 'Frontload' the risk of new or changing policy
- Navigate shifts in decision-making power
- Chapter 6
- Set service strategy to drive work
- Good service strategy
- Set a delivery approach to optimize confidence
- Create a strong narrative
- Bad service strategy
- All strategy should move the organization towards better services
- Chapter 7
- Position teams around services
- The types of teams you need
- What the different types of team do
- Don't start with every team
- Learn how to make better services together
- Chapter 8
- Create plans that change as you learn more about reality
- Create simpler plans
- Embed an approach that de-risks service delivery
- What to do if a plan is already agreed
- The problem with target operating models
- Iterate towards the capabilities and people needed
- Manage improvements to existing services
- Chapter 9
- Establish whole-service leadership
- Whole-service leadership
- Coordinating work across whole services
- Principles of good service leadership
- Service leadership as a profession
- Antipatterns to watch out for
- Encourage people to work together across services
- Chapter 10
- Steer programmes and portfolios to deliver outcomes
- Do what's important faster, by doing less
- Develop a clear relationship between outcomes and work in progress
- Assess and track progress towards goals
- State simply what the work is for
- Situate work in the context of services
- What makes it hard and what to do about it
- Chapter 11
- Revolutionize governance for services
- Name the issues
