The 7 Guiding Principles Flashcards
Guiding Principle
Recommendations that can guide an organisation in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
Focus on value
Start where you are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and Work Holistically
Keep it Simple and Practical
Optimise and Automate
Focus on Value
Map everything directly or indirectly to value for the stakeholders.
Know who your stakeholders are?
Identify what their perception of value is?
What is their expectations of Customer Experience?
Start where you are
Identify what can be reused from exisiting services that is already of value
Consider measurements but observe directly to confirm measurements for best results
Perform a risk assessment to determine what risks are associated with reuse
Progress iteratively with feedback.
Take an incremental approach and work in smaller more manageable part
Complete in a timely manner
A clearer focus where it is needed
Able to respond more quickly to customer needs
Strive for MVPs (Minimum Viable Products)
Ensure that iterative activities remain appropriate in changing circumstances
Output of a MVP can be the input for the next MVP
Gather feedback to help uncover issues or failures early
Collaborate and promote visibility
Involve, working with, include as many people as possible
The best ideas typically come from unlikely sources
Communicate as often as possible
Sharing information with others will:
Ensures that the best information is available for making decisions
Discourages Organisational Silos
Help identify bottlenecks and uncover waste
Help solve issues more quickly
Think and work holistically
Viewing the service as a whole and not just individual parts
Understanding the complexity of the system and the various activities needed to successfully deliver value
Helps you understand how changes to something can impact something else
Consider the 4 dimensions of service management
Concerned with end to end service delivery
Keep it simple and practical
Using the minimum number of steps for everything
Creating value, improving customer experience, tasks you do
Eliminate anything that is not valuable so only value remains
Steps, tasks, type of work, activities
Focusing on value is key to this step
Start uncomplicated and add as something that is simple and easy is more than likely to be used/followed/implemented
Optimise and automate
Standardise and streamline manual tasks by replacing humans with technology where possible
Consider the 4 dimensions when determining how to optimise
