There are six areas of thought and work - 'pillars', fundamental to the success of an organizational change, orprogressive organizational transformation strategy, moving practices and culture from one centered on managing infrastructure (technology), to one managing customer value and levels of satisfaction. They are:
Centricity, Accountability, Synchronicity, Agility, Recoverability, and Frictionality.
Lets take a quick peek at each of these.
Centricity
Orientation of the organization, its practices and culture towards the consumer, placing their levels of satisfaction at the core of decision making and performance management.
This includes the outcomes they desire, the friction they can accept, the cost they can bear, and the designing experiences using your products and services and interacting with your people they prefer. Operate with empathy. Have an inbuilt understanding of the customer'scirc*mstances and surroundings to drive a deep rapport, and personalize the interactions and language used to create an emotional connection.
Accountability
Governance, defined commitments, motivational systems, continuous improvement, and levels of trustworthiness and respect that span the internal workforce, and the consumer communities.
Synchronicity
Continuos alignment and orchestration of the service provider's service strategy, capabilities, internal culture, policies, plans, and procedures, with the expectations of the consumer - the customer.
Agility
The five 'agile' considerations: 'Anticipate change', 'Generate organizational culture', 'Initiate responsiveness', 'Liberate thinking', and 'Evaluate and reward results'.
Recoverability
Authorized, funded and well resourced programs and initiatives to recover the level of consumer/customer satisfaction following a failure to provide the expected or guaranteed service experience.
Frictionality (not likely a real word but :-))
Deliberately designing into a service encounter 'just enough' friction in the form of interactions, resource usage and costs - without it being noticeable and a 'drag factor' to the aspirations and activities of the consumer. In some cases minimizing the effort involved to complete an activity, and providing a friction-free (invisible) service experience.
Knowing these six pillars exist, and being able to apply them as a decision making overlay to the entire operation of your organization, or how it thinks and responds to a specific community or service request, are key to designing a successful organizational change and transformation strategy...
If you'd like to know more about these pillars,check out the following ,link to the most comprehensive course and reference on service management:
USMBOK Foundation Course - Module 15 The Service Provider Organization
