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Transformation requires dealing with complexity and having a whole systems and whole organization view. This talk outlines some perspectives and tools for tackling complexity in transformation, and shares the Situ Service Architecture Framework. Service Architecture offers a transformation framework for organizations that need to innovate for customer experience improvement.
Talk at SDN Canada In Flux conference on Dec 1, 2016 in Toronto.
What does that even mean?
Service transformation is the required
organizational and systemic change in order to
design and deliver new services which become
integrated with the business in sustained and ongoing
strategy, structure, and operations at scale.
It is lasting change that substantially shifts the course
of the organization, rather than repackaging the
The Inner Circle
Friends Copyright NBC 1994-2004. The One Where Rachel Smokes
If a revolution destroys a systematic [solution], but
the systematic patterns of thought that produced
that [solution] are left intact, then those patterns
will repeat themselves in the succeeding [solution].
Zen and the Art of Motorcycle Maintenance
Because of the different rates of
change of its components a building
is always tearing itself apart.
- Stewart Brand, How Buildings Learn
…there are processes in nature, which operate in
different timescales and as a result there is little or
no exchange of energy/mass/information
between them. Brand transferred this intuition to
buildings and noticed that traditional buildings were
able to adapt because they allowed “slippage” of
layers: i.e. faster layers (services) were not obstructed
by slower ones (structure).
plates to help
– Decision DNA
– Structure & Incentives
Every major failure
I’ve experienced in my
mid career onwards was
because I missed
something in one of these
layers…I had great
teams, with great
designers, but design
alone was not enough
“Boundary objects are objects which are both plastic enough to adapt to local
needs and constraints of the several parties employing them, yet robust
enough to maintain a common identity across sites. They are weakly
structured in common use, and become strongly structured in individual-site
use. They may be abstract or concrete. They have different meanings in
different social worlds but their structure is common enough to more than
one world to make them recognizable, a means of translation. The creation
and management of boundary objects is key in developing and maintaining
coherence across intersecting social worlds.”
Star & Griesemer, 1989
Star, Susan; Griesemer, James (1989). "InsYtuYonal Ecology, 'TranslaYons' and Boundary Objects: Amateurs and Professionals in Berkeley's Museum
of Vertebrate Zoology, 1907-39". Social Studies of Science 19 (3): 387–420.
The vision for a future
becomes a boundary
What do we need to
change in order to
deliver on this vision
of future experience?
experiences drive organizational
change because they provide the
motivation & energy to work across
different pace layers. True for
current poor experience & future