Systems Thinking: How to get leverage in a service system

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Making your service better can also reduce your costs and make your staff happier. You can get the maximum amount of transformation in a service organisation for the minimum amount of effort and time by identifying your system type and then acting accordingly. Service systems have certain characteristics and understanding the differences can give you the best leverage to change. Learn the differences between Process, Transactional & Project Systems with experienced Systems Thinking consultant Stuart Corrigan.
For more help and advice from Stuart visit http://www.systemsthinkingmethod.com/stuart.html

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Education

Tags:

• systems
• thinking
• business
• management
• customer service
• advice
• how to
• cost cutting
• improving
• systems thinking
• vanguard scotland

[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.

[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?