Organizations today need to find new ways to organize to faster deliver customer and business value. In this presentation I share with you some of the symptoms you might see if your'e not organized for complexity and without a customer focus, why this happens and what you can do about it. Discover how you can get organized around customer value instead of in silos and around systems and how much more value and happiness you can create then. I also share some examples of activities and results from the clients we at Dandy People have been coaching the past years to do this transformation. Target group: Curious Leaders, Management and Change Makers This presentation in English was originally held at Agile Days Istanbul, April 2018, but its based on a Swedish presentation first presented at Sundsvall 42 in September 2017.

1. Customer Focus
and an Agile
Mindset
mia.kolmodin@dandypeople.com
to navigate in complexity

3. What are
the tells?

4. We keep missing
the target. It´s
difficult to deliver
customer and
business value.

5. It’s more important
to follow the plan
instead of acting on
new learning's.

6. There are plans and
projects that are
leading us in
different directions.

7. Every one is
occupied in
meetings.
Who’s doing the
real work?

8. Innovation and
improvements
has no place in
our day to day
activities.

9. New players change the
market and deliver
solutions that our
customers like better.

10. Employees
experience
long-lasting
stress.

11. We have
ended up
in chaos

12. Why is it
like this?

13. Too many people
are involved to
deliver customer
value.

14. We have no focus.
Time gets lost in
context switching.

15. No team or group
have end 2 end
responsibility so
that they can
deliver customer
value.
Department Y
Competence Y
Department X
Competence X
Department Z
Competence Z

16. We have offices
where team
members can’t sit
together with the
people they work
with.

17. Only 5%
of the employees
understand the
business strategy.
Source: Harvard Business School
The people creating
the strategies and
the people
implementing them
are too far away
from each other.

18. No one has the
over all map of
where we are
going.

19. The organization is
not optimized for
speed and flexibility
- but for control.
It´s a 100 years old!

20. What can
we do to fix
this?

21. … we should be a Shark,
not a Snail!
MANAGEMENT DECISION

22. … we should get customer focused
and mobilize brain power!
MANAGEMENT DECISION

23. … we should enable
collaboration
& team work.
MANAGEMENT DECISION

24. Business Model-Debt
Customer Experience-Debt
Product-Debt
Technology-Debt
Process-Debt
… we should innovate together.
MANAGEMENTDECISION

25. … we should
create an
organization fit for
the 21st century!
MANAGEMENT DECISION

26. ... climb the
customer
focus
Stairs!
1. UX-hostility
Users should adopt to the system. “We know what the users need”, “We are the experts”.
2. Development based UX
There is an interest for UX, but you focus on delivering what has already been ordered.
3. UX Guerilla Style
Sporadic UX-activities in the teams. Difficult to make strategic decisions based on learnings
4. UX part of the budget
UX work is more organized, but with a low level of coordination.
5. Organized UX work
UX is a competence in all teams. UX/CX-lead coaching and supporting.
6. Systematic CX-processes
CX work is formalized and highly prioritized.
7. Integrated CX
Agile Teams with Missions and Service Design plays a key role.
The system supports self service also in design, UX/CX.
8. Customer Experience (CX) permeates everything
The organization is run with customer experience focus.

27. The New Ways of Working
• Business Agility
• Agile Teams on a Missions
• Leadership for Agility
• One Organization
• Service Teams

28. Business Agility
Leaders that understands and prioriFzes

29. Top down
Decisions on
gut feeling
Data Driven
Decisions made
Autonomous
Detailed
Yearly Budgets
Shared Vision,
Impact Goals &
Activities
Ownership Focus Customer Focus
Focus on
Control
Focus on Trust
& Learning
Focus on Resource
Optimization
Focus on Flow
Optimization

30. Agile Teams on a Mission
Team that can deliver customer value and innovate

31. Agile Teams on a Mission
• Cross functional Teams
• T-shaped People
• Team Mission & Opportunity Map
• Learns about the user and the solution
• Discovery & Delivery in the team
• Visualizes and Prototypes
• Optimizes product, learning & process

32. Leadership
for Agility
Leaders that acFvely supports a
learning organizaFon and mobilize
brainpower.

33. Leadership for Agility
• Leading with vision & create leaders
• Empowers employees & teams
• Creates a “fail safe environment”
• Actively support change initiatives
• Optimizing the whole system & removing impediments
• Creating clear roles & expectations
• Prioritizes sustainable change
• Enables that insights leads to action

34. Leadership for Agility

35. One Organization
An organization without silos that builds on teams with
common objectives and missions.

36. Old Business IT Old Business New Business
- often called
something “X”
One Business
A business that can
accelerate
and learn fast.
One Business –
One Organization

37. Value Stream Based

38. Customer Journey Based
Team with a
Mission
During During During During During AfterBefore
Team with a
Mission
Team with a
Mission
Team with a
Mission
Team with a
Mission
Teams with end to end ownership of their value delivery.

39. Autonomy and alignment
Company BetsAlignment
Team InitiativesAutonomy
towards Mission
100%
Lights On Up and running

40. Service Teams
Mission is self service for all teams.
Example of Mission for a Design Ops team
All teams should always have access to
the latest actionable insights and design
frameworks.
Example of activities for a Design Ops Team
• Build User Experience-framework
• Visualizes data and insights from all teams
• Coach and train teams and leaders
• Input and support for Strategic Company Bets

41. Real Examples

42. FinTech - Avanza
Breaking Silos – Evaluation of org & Self Selection - 11 Agile Team with Missions

43. MedTech - Databyrån
Prototyping new
Teams & Competences
to transform the teams

44. Public Sector - The Swedish Radio
Agile Team
On a Mission
Doubled the listening
time, and widened
the audience with
50%!

46. Agile in a
Nutshell
in Turkish J
dandypeople.com/blog
Ilyas Varol

47. Free Downloads
dandypeople.com/blog
+ 30.000 downloads

48. mia.kolmodin@dandypeople.com
We can
do this!
@miakolmodin / @dandypeople