Patterns Patterns everywhere

So on of the tools i think is really important but often overlooked and really usefull in Systems Thinking, ui, ux etc is that of patterns.

What is a pattern.

Well you can think of the classic example of a pattern ie the dress patterns that you use when people sew clothes, or you could think about it in from a business context as a template that you can re-use. The benefits with a pattern, is that if you follow the steps you can get a fairly consistent output, and even if you re-use the same template again, you should get similar results. So we get consistent repeatable results because we follow and repeat the same steps over and over again.

Now something magical happens with patterns and templates. As we re-use these more and more we can see where we improve what we do. We change what doesn't work and fix it so that it does work for us. So why don't we use these more in business?

Personally because I see such strong results and clear benefits, they are my # 1 toolbox item that I use all the time. But how would I convince other people about the benefits. For me its a case of showing people.

I work with people to take me through a really common interaction they have with their customers. I look at what they do and whether they do it the same way every time they need to meet this customer need. If it's fairly consistent each time then it's a pattern and I would look to get a fairly standard flow and document it in some way - this doesn't have to be complex, just what works for the business. If they don't do the same thing, I seek first to understand why they have done something different and what effect does this have on their business, eg does it increase the time it takes to meet a customer's needs?

So I look for ways of working where people re-use what they already know to continue to help customers. The benefits with this are high. If you are comfortable with a way of working you have got to a point where you know it well. You understand it and you know what to do and what time is required to get the best result in a timely way.

Once you do something well you can innovate, make it better and faster so that you provide something more to the customer. Whether this be a cheaper product, a shorter timeframe, a transaction that is completed first time every time. Imagine how happy the customer would be if you not just met their needs but exceeded them!

Patterns are empowering because they allow that people that know the process to really own it, get the best results over time and change it so that it can work even better. Imagine if this occurred in all areas of the business. You could really start to see some great improvements for customers. As you are more responsive you can work with customers to anticipate their needs better as well as try and innovate to surpass what your customers expect. In this way you can open up to new opportunities as well as existing customers.

Try to start to see the patterns in your life and business and look at what you can do better and what you can innovate. The possibilities really are only limited by your own boundaries. Talk to your customers and even ask them what they want. If you don't do this you are really only guessing at what they want, and that doesn't always lead to customer satisfaction.

Holistic System Thinking

I was thinking about how I can use System thinking and Lean within my organisation. For those that don't know what systems thinking is, it's basically about looking at your organisation holistically ie as a whole rather than a sum of it's parts. "Lean" on the other hand is a methodology used to create innovation, change, reduction in waste in the business but I'll discuss this and a few other things in a future post.

So anyway, back to Systems thinking.

Imagine that your business is a living breathing organism. It consumes what it needs to stay at peak/optimal performance, breathes, has co-ordinated movement of it's parts, has bone for strength and muscle for movement, is made up of tiny cells that are the powerhouse that keeps the organism alive, but also has specialist cells that excel at single tasks/focus, the organism eliminates what it can't use and even has social skills within it's own kind and looks good for other examples of it's breed.

Now how does this analogy of an organism apply to your business /company?

Try and look at business from a holistic and systemic way of thinking ie look at the total business rather than just it's parts. Now look at what makes up the parts and how they work together and are even interrelated and connected.

A business consumes resources, it has a lifeblood and pulse of people that are skilled in certain tasks that deliver operational success, processes, policies and methodologies are its strength and backbone, but flexibility and innovation are the muscles that adapt, learn, grow, it eliminates whatever doesn't help it to grow/succeed, only 'eats' what it needs to function optimally, even has an outwards focus on how to attract people to use the services provided and tries to make itself attractive so that customers choose them over other equally attractive options.

So the key question I like to ask businesses is "Why would a customer choose you over another business" - what do your customers really want and how do you provide this value and deliver this to them? It's not about creating customer demand/needs though. It's about meeting existing customer needs.

To really get to the heart of what our customers want I suggest that people use system thinking to look at the whole business and how all the different areas work together for a common purpose. It's no use giving your customers something they don't need or want. Focus on what your customers want and shape the business to
ensure it hits the customer need. Assess common customer needs and make them efficient and fast. Make them the core of what you do and make customers happy. Then because you have happy customers you can work on other important customer needs.

Now this could occur over time (eg the business adapts with the customers changing needs), or it could occur suddenly (eg our customer now wants applications that they can use on their latest gadget). How does the business survive, grow and even adapt to such rapid change?

Today's challenge is to look at what shape the business is currently in, look at the business's current position where they want to position themselves, look at the parts that need to change and then start to make the changes reality. This is hard, lets be honest. To do this however you have to be respectful of all the parts so that they all work together instead of work against each other.

So, there you have it. A challenge to be sure. How would you adapt this within your own business? My organisation will have its challenges to be sure, but I think that looking to the future, it's the businesses that are prepared to innovate and stay fresh that will remain competitive and profitable because they 'get' their customers. This is my world and where I plan to take my team and influence as broadly as I can. You've got to take small steps before you can run. This is going to be interesting....