how to create best-in-class workplace experiences in 2017
TRANSCRIPT
Today’s presentation will cover…Today’s presentation will cover…
• Navigate in the trends that will affect the future of work
• Develop robust and resilient workplace strategies that are geared towards an increasingly complex business environment
• Design a service delivery system that creates value for your organisation and stakeholders
Creating best in class workplaces require…Creating best in class workplaces require…
Going beyond solely looking at workplace
activities
Requires a balanced focus
on end-users experiences
and supporting organizations strategy
Using service design and management
supported by data and analysis to deliver experiences at the
most value generating moments
The ISS Vision 2020 White Book SeriesThe ISS Vision 2020 White Book Series
2011 2013
2014 2015
2016
Navigate the trends that will affect the future of work…
Navigate the trends that will affect the future of work…
The evolution of the officeThe evolution of the office
1900 1940s 1960s 1990s 2020s
Taylorist office Bürolandschaft office
Activity based office
Experience based office
Corporatist office
The workplace now covers…The workplace now covers…
The office Co-‐working Public places Working from home
Bringing the pieces together to drive Bringing the pieces together to drive
People
Facilities &Technology
Strategy
Workforce
Work-place
Work
8 Challenges for the Future8 Challenges for the Future
Work
Workforce
Workplace
Need for organizational resilience
Technology breaks down internal & external barriers Leveraging community
Automation leads to polarization Increasing diversity Focus on health and well-
being
User choice &personalization Sustainability
Two competing agendasTwo competing agendas
Organizations rework their business models, employment practices and
need for physical space.
Attitudes toward the role of work. And for many it’s changed: how, where and how much they work.
Organizations
End-users
In the AVUCA WorldIn the AVUCA WorldThere is no one size fits all…There is no one size fits all…
Volatile
Uncertain
Complex
Ambiguous
New Organisation TypesNew Organisation Types
1.
CHAIN OF
COMMAND
2.
BUREAUCRACY
3.
20TH CENTURY
HIERARCHY
4.
PROJECTS
5.
ENTREPRE-
NEURIAL
6.
PATHFINDERS
7.
WIREARCHY
HOLDING BACK THE FUTURE OF WORK CREATING THE FUTURE OF WORK
Military, Police
Government Most companies
Movies, Sports, Freelance
Google, Apple, Tesla
Zappos, Menlo, Valve
Wikipedia, Linux, AirBnB
Examples:
Creative, defined start/end
Combines 20th C with Projects: Focus on innovation
Piloting new 21st C ways to organize people/work
Leveraging the power of community
Traits:
Develop robust and resilient workplace strategies
Develop robust and resilient workplace strategies
Organizational resilienceOrganizational resilience
ResilienceResilience is the ability of systems and individuals to respond and positively adapt to changing circumstances before, during and after adversity
Source: CIFS, 2016
To be resilient you need…To be resilient you need…
• Anticipatory thinking • Ability to explore, perceive early warnings and imagine alternative futures in order to assess disruptions before they occur
• Disruption preparedness • The ability to plan for and react to emerging risks and potential threats to organizational assets from all directions
• Innovative capacity • The ability to be proactive in exploring opportunities through ideation and prototyping in core and non-core business areas
Source: CIFS, 2016., Jeffrey Saunders, Resilient organizations
Organizations Workplace management
• Awareness of potential changes to organization’s requirements
• Continous development of contingency plans should needs arise
• Develop proactive risk management processes that assess internal and external resources to minimize potential disruptions
• Ensure that the workplace minimizes factors that are shown to increase employee stress
• Develop experience and cluster strategies: Use the workplace to create productive social and collaborative relationships and environments
• Support organizational modularity• Collection, analysis and utilization of data to ensure workplace is aligned with organizations needs
Applying radar, sword and shield requiresApplying radar, sword and shield requires
Organizational Modularity
Work campaigns
New technologies & devices
New Collaboration
Models
Shift towards“outcome
management”
The experience based workplace – designing a service delivery systemThe experience based workplace – designing a service delivery system
An assessment of…An assessment of…
Clan Hierarchy Market Adhocracy
Internally oriented Externally oriented
How one works and the workplace culture
Creating a Service Delivery System…Creating a Service Delivery System…
Driving cultural transformation
Purpose“My work has meaning”
Belonging“I am part of strong team”
Empowerment“I contribute and feel valued”
Through a 3-stage processThrough a 3-stage process
Workstyles and user journeys
Archetypes and service delivery preferences
Balancing buyer strategy
Understanding how the end-user worksUnderstanding how the end-user works
Source: Dell, 2015
The differentiator: People CentricityThe differentiator: People CentricityThrough the interpersonal interface, whether facilitated by technology, buildings or direct human contact - this is where it is possible to create a real and genuine emotional connection with end-users and building sustainable, long-lasting loyalty between your company and your employees.
This is key in creating a workplace of the future and win the war on talent.
Architected Service Experiences (Service Design) Architected Service Experiences (Service Design)
• Analyse• Be co-creative• Preto-typing• Implement on the go’
Service Design cancreate the WorkplaceExperience by focusing on the end-user
You can learn more at…You can learn more at…
www.betterworkplaces.issworld.com or www.servicefutures.com
