Transcript Elements of Your Journey to Sustainability

The MoSO Cooperative
The MoSO
Cooperative
An Introduction to
A Model of Sustainable Organisation (MoSO)
The Basic Model
Elements of Your Journey to Sustainability
Click mouse to move on
To find out about MoSO go to: http://www.thecqi.org/MoSO
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
The MoSO
Cooperative
MoSO is built
up from a
number of
main Elements.
Satisfied
Customers
Use successive
mouse clicks to
build the model
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
MoSO is built
up from a
number of
main Elements.
The MoSO
Cooperative
Operating System
Satisfied
Customers
Dotted-line
boundaries
between the
elements indicate
that each element
has the potential
to influence each
other and the
system as a
whole
Use successive
mouse clicks to
build the model
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
MoSO is built
up from a
number of
main Elements.
The MoSO
Cooperative
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Satisfied
Customers
Dotted-line
boundaries
between the
elements indicate
that each element
has the potential
to influence each
other and the
system as a
whole
Use successive
mouse clicks to
build the model
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
MoSO is built
up from a
number of
main Elements.
The MoSO
Cooperative
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Satisfied
Customers
Do
Plan
Study
Act
Dotted-line
boundaries
between the
elements indicate
that each element
has the potential
to influence each
other and the
system as a
whole
Continual Improvement & Innovation
Use successive
mouse clicks to
build the model
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
MoSO is built
up from a
number of
main Elements.
The MoSO
Cooperative
Culture
People
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Satisfied
Customers
Do
Plan
Study
Act
Dotted-line
boundaries
between the
elements indicate
that each element
has the potential
to influence each
other and the
system as a
whole
Continual Improvement & Innovation
Leadership
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Management
Use successive
mouse clicks to
build the model
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
MoSO is built
up from a
number of
main Elements.
The MoSO
Cooperative
Societal Influences
Culture
People
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Satisfied
Customers
Do
Plan
Study
Act
Dotted-line
boundaries
between the
elements indicate
that each element
has the potential
to influence each
other and the
system as a
whole
Continual Improvement & Innovation
Leadership
Management
Learning
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Use successive
mouse clicks to
build the model
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
The MoSO
Cooperative
The Environment
MoSO is built
up from a
number of
main Elements.
Societal Influences
Culture
People
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Satisfied
Customers
Do
Plan
Study
Act
Dotted-line
boundaries
between the
elements indicate
that each element
has the potential
to influence each
other and the
system as a
whole
Continual Improvement & Innovation
Leadership
Management
Learning
The Environment
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Click again to move
on and see text
explaining the
model
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
Satisfied Customers…
…are the focus for all organisations if
they are to survive. They are the most
important part of any organisation when
viewing it as a system of connected
parts. Without customers to serve the
organisation has no reason to exist.
Only the customer has a vote on quality.
Customers are satisfied when their needs
have been met. Usually customers have
unspoken, unmet needs that if met can
lead to customer delight that provides
competitive advantage. Identifying these
unmet needs may be the first step to
innovation in products or services.
Listening to this ‘voice’ of the customer is
essential for organisational sustainability.
Many processes in an organisation have
both internal and external customers.
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
The MoSO
Cooperative
Satisfied
Customers
Click again to move
on and see text
explaining the next
element
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
Operating System
This element encompasses all work
performed
on
behalf
of
an
organisation to serve it’s customers
(clients, patients etc.) with the
common aim of exceeding customer
expectations - thereby creating a
community of loyal customers.
Each organisation can have its own
unique operating system.
The MoSO
Cooperative
Operating System
Satisfied
Customers
Click again to move
on and see text
explaining the next
element
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
The MoSO
Cooperative
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Satisfied
Customers
Daily Work Processes
These take a variety of inputs,
including information from the
customers about their needs, and add
value to transform them into products
or services that should satisfy
customer needs.
There are primary processes that add
value, which customers will pay for,
and support processes required by
primary processes to be able to
function.
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Click again to move
on and see text
explaining the next
element
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
The MoSO
Cooperative
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Satisfied
Customers
Providers of Inputs
Customers provide an input of
information
about
their
needs.
Suppliers may provide raw materials,
services (such as energy and water) or
as partners may be involved in adding
some of the value for the end
customer.
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Click again to move
on and see text
explaining the next
element
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
The MoSO
Cooperative
Operating System
Customer
Needs,
Continual Improvement
&
Innovation Partners &
is the second part of everybody’s
Suppliers
everyday work. Management are
responsible for creating an internal
culture or environment in which the
people in the organisation are
engaged and continual improvement
and innovation flourishes.
Innovation is the responsibility of the
supplier or provider. Usually the
customer does not know in advance
what it is they will consider is a
breakthrough, attractive or exciting
until the organisation has created it.
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Daily Work Processes
Satisfied
Customers
Do
Plan
Study
Act
Continual Improvement & Innovation
Click again to move
on and see text
explaining the next
element
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Do
Plan
Study
The MoSO
Cooperative
Plan-Do-Study-Act Cycle
PDSA or PDCA is an endless learning
cycle at the heart of every aspect of a
sustainable organisational.
Deming later advocated the use of
Study in this learning cycle to
emphasise that phase was one of
careful measurement and observation,
not a box ticking exercise.
Since usually ‘Do’ – the ‘Daily Work’ –
is already
happening, it may be useful
Satisfied
to consider
starting the cycle at
Customers
‘Study’ to get data to understand what
is actually happening. This then
provides the basis for action.
Act
Continual Improvement & Innovation
Click again to move
on and see text
explaining the next
element
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
The MoSO
Cooperative
Culture
People
Operating System
Customer
Needs,
Partners &
People, Culture, Leadership
Suppliers
& Management
all have a profound effect on
the operational system that is
put in place, the way it works
and the results achieved.
They
are
in
themselves
influenced by customers and
wider societal influences –
helping
to
better
align
operations
to
achieving
customer loyalty
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Daily Work Processes
Satisfied
Customers
Do
Plan
Study
Act
Continual Improvement & Innovation
Leadership
Management
Click again to move
on and see text
explaining the next
element
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
Societal Influences
Culture
People
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Societal Influences & Learning
An organization’s people and leaders
must
be
open
minded
to
systematically learn from, and be
influenced by, the Marketplace and
wider societal influences.
Consumer
trends,
technology,
Regulatory
bodies,
customers,
partners, suppliers, professional
associations, and local communities
are included in this Element along
with Corporate Social Responsibility
Satisfied
Customers
Do
Plan
The MoSO
Cooperative
Study
Act
Continual Improvement & Innovation
Leadership
Management
Learning
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Click again to move
on and see text
explaining the next
element
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
The MoSO
Cooperative
The Environment
The Environment
Environmental sustainability (Green)
issues are having an increasingly
important influence on market /
customer requirements in terms of
product and service offerings,
regulations, and on an organisation’s
values, goals, and how it is expected
to operate (the Operating System).
Customer
Needs,
Partners &
Suppliers
Societal Influences
Culture
People
Operating System
Daily Work Processes
Satisfied
Customers
Do
Plan
Study
Act
Continual Improvement & Innovation
Leadership
Management
Learning
The Environment
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Click again to move
on and see text
explaining the next
element
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License
MoSO – The Basic Model
The MoSO
Cooperative
The Environment
Societal Influences
Culture
People
Operating System
Customer
Needs,
Partners &
Suppliers
Daily Work Processes
Satisfied
Customers
Do
Plan
We invite you to
ask yourself
what new
insights or
questions you
now have about
your
organisation
Study
Act
You might like to keep
this open for
reference while you
read the web pages
Continual Improvement & Innovation
Press Enter to repeat
Press Esc to close
Learning
Authors: Terry Rose & Alan Clark V1.2, 09-Apr-2010.
Contact: [email protected]
Leadership
Management
The Environment
This presentation is published under a Creative Commons AttributionNon-Commercial-Share Alike 2.0 UK: England & Wales License