Module 4 Flashcards
1
Q
Key inputs to SVS.
A
- Opportunity
- Demand
2
Q
SVS Output
A
Value
3
Q
SVS components
A
- Guiding principles
- Governance
- Service Value Chain
- Practicies
- Continual Improvement
4
Q
Guiding Principle
A
Guides an organization regardless of changes in goals, strategies, type of work or management structure
5
Q
7 guiding principles
A
- Focus on Value
- Start where you are
- Progress Iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
6
Q
Focus on Value
A
everything an organization does must map to stakeholder value
7
Q
Start where you are
A
- Look at what you have already before making new or changing existing
- Measure and observe existing services
- Direct observation is preferred over measurement.
8
Q
Progress iteratively with feedback
A
- Organize work into smaller, manageable components.
- Use feedback before, during and after each iteration.
- Don’t try to do everything at once.
9
Q
Collaborate and promote visibility
A
- Work together accross boundaries for greater buy-in
- Information, understanding and trust is needed across boundaries
- Work/consequenses made visible
- info shared to greatest extent possible
10
Q
Think and work holistically
A
- work on the service as a whole or outcomes will suffer
- Deliver results in a way that enables realization of value
- Recognize complexity of systems.
- Collaboration is key to holistic working.
11
Q
Keep it simple and practical
A
- Eliminate what is not needed.
- Use minimum number of steps in a process.
- Use outcome based thinking
- Do fewer things but do them better.
- Respect time of people involved.
12
Q
Optimize and Automate
A
- Maximize value of work carried out by human and technical resources.
- Streamline an activity to eliminate waste before automating it
- Add human intervation only when it adds value.
13
Q
3 activities by Governing body
A
- Evaluation - done on regular basis
- Direction - prepare and implement strategies and policies
- Monitoring - ensure performance aligns with policies and direction
14
Q
Purpose of SVS.
A
To ensure that the org continually co-creates value with all stakeholders via the use and mangement of products and services
15
Q
Agility vs. Resilience
A
- Agility - move/adapt to support INTERNAL changes
- Resilience - anticipate, prepare for, respond & adapt to incremental changes and sudden disruptions as EXTERNAL conditions change
