Organising for Service Strategy

Question 1

Organising for strategy

Answer 1

See Slide pg 189

Question 2

Organisational Development

Answer 2

See Slide pg 190

Its about asserting control to ensure that strategy is delivered
Stages of org development

Service through collaboration
Challenge of bureaucracy
Services thru coordination
Challenge of control
Service through delegation
Challenge of autonomy
Services through direction
Challenge of leadership
Service through network

Question 3

Organisational Design

Answer 3

See page 192

Strategy Dept Structurekey structures

Question 4

Service Owner

Answer 4

NUmber of responsibilities
-ensuring that the ongoing service delivery and support meet agreed customer requirements
-working with Business Relationship Mgmt
Ensuring consistent and appropraite communication with customers
liaising with the appropriate process owners through the service lifecycle
-representing the service across the org
-Understanding the service (components)
-working with the csi mgr to review and prioritise improvements in the CSI register
-making improvements to the services