Element 1: Aim and Narrative
A system (defined in quote below) can be set in many ways. The place we begin is the broader organization as a system – meaning everything contained in it (people, policies, building, technology, work space, etc.). This system requires an aim and this aim is comprised of three things: (1) Customer, (2) Innovation and (3) Greater Good; and answers the question, “What Good, for What People?” The aim gives direction for all the other Elements in the 95 Method.
The “narrative” serves as the reason(s) your organization needs to improve performance. The narrative can range from “we’re going out of business” to “we need to get to the next level” – and everything in between. Having a compelling narrative gives clarity, focus and inspiration.
Aim and Narrative
You don’t need a burning platform or financial emergency to improve your organization. You need an Aim and a Narrative that inspires. customers and employees.
Customer-in Design
Designing from a customer viewpoint improves the customer experience and helps front-line employees make immediate adjustments to customer interactions.
Data to Knowledge
Data are becoming more important with the advent of Big Data. The question is, “If you didn’t know how to deal with small data – how are you going to deal with Big Data?”
Decision-Making System
Making better decisions hinges on understanding how you make decisions and what limits making better ones. This requires study and a system.
Creativity and Innovation
Creativity and innovation are no longer optional. Creativity brings new ideas products/services. An innovation pipeline keeps customers and employees juiced.