Vanguard Systems Thinking
What is Systems Thinking?
In it's simplest terms Systems Thinking is a way of looking at a system, such as a business process, as a whole.
You can get a more detailed definition of the general concept here but applied in our context it is a management methodology that promotes common sense thinking, adaptability in the face of change and the elimination of waste in work processes.
This will make any business more competitive and more cost effective.
Who is it for?
Managers and Leaders in public or private organisations who are responsible for offering some sort of service to customers. Some common examples are a company's customer contact department, applications processing or a repair centre. If it involves a service its of interest to us.
What can it do for me?
Using a systems thinking approach will help you create value for your customers. What distinguishes you from your competitors is your ability to deliver a higher quality of service in the eyes of your customers.
Systems Thinking: Pull not Push. Good customer service is designed around customer demands rather than expecting customers to fit the organisation’s processes. You can design an optimal response to your customer’s needs if you understand what matters to them, the variety in these responses and how predictable they are. The results are lower costs for you and improved customer satisfaction. If you want customers to pull value from your system you need to understand the nature of demand coming into your system.
Systems Thinking: Act on the system not the people. Acting on the system is the best leverage organisations have if they want to improve performance. Management Guru W. Edwards Deming said that 95% of performance is down to the system and only 5% is down to your people. To get serious improvement, we will show you how to act on the system.
Our Approach
Systems Thinking: Outside in – Customer approach
When you learn to take a systems view, starting outside-in (from your customer’s rather than your organisation’s point of view), you can much more clearly see the waste caused by the current organisation design, the opportunities for improvements and the means to realise them.
Systems Thinking: Vanguard Model – tried and tested model that delivers results.
Vanguard has pioneered the translation of Taiichi Ohno’s ideas behind the Toyota Production System - for Service Organisations.
Service is different to manufacturing. In simple terms there is inherently greater variety in customer demand, hence the need to design work to absorb that variety.
Vanguard's change management programme helps service organisations avoid the pitfalls of ‘tools’ developed for ‘lean manufacturing’ since they do not translate well for organisations like yours - Service Organisations.
You'll be engaged in a unique Method for Service Improvement. Unlike the traditional ‘Plan, Do, Check’ model we believe that the place to start is ‘Check’.
The ‘Check‘ process helps you understand and see the ‘what and why’ of current performance, build the case for change and redesign your service ‘flows’ to only do the ‘value work’. Your team is actively involved in carrying out ‘Check‘ and in a short time they will see what is wrong and will want to fix it.
Change Management Thinking – Challenging
It is management thinking that determines the system (how the work works) and the system determines performance.
Change the way you think about the design and management of work and you can change the system. When you design your system to do what matters to your customers you will improve service, reduce costs and increase staff morale.
Transferring Learning
We teach you how to do all this for yourself, so that when we leave you, you will be equipped with the ability and knowledge to ensure your organisation's future sustainability and continuous improvement.