Systems Thinking: How to get leverage in a service system

[dghignett]

Stuart, interesting presentation thanks. Liked your classification of service systems which seemed to be on the basis of degree of customer interaction and complexity of delivery but which shared the feature that the customer was making a demand on the system. In the service systems I've worked to improve, I've found it helpful to classify them by demand type: demand from customer, demand from the business and scheduled fulfillment and wondered how you thought those fit with your model?

[VanguardScotland1]

@dghignett Thanks for your comments. I think the main point of difference for me is what happens behind the initial inteaction. E.g. One stop, no process - I'd call a transactional system. Short process, few people involved - I'd classify as a process environment. Where there are lots of people involved and a defined due date - I'd call a project environment. If you're in range we have a conference in Edinburgh on 2nd Nov, we could chat? Google Vanguard Scotland conference for more info.