A simple and clear customer-centric ecosystem, this is how you create it!

Door: Joost de Wit
Archive | Solution
Gepubliceerd: 23-11-2022
With SixBlocks solution transforms a complex ICT landscape, where constraints in processes are leading, into a simple and clear ecosystem where the customer is central. That is what we promise. This means addressing the current complex ICT landscape with inflexible systems and fragmentation of knowledge in the organisation. It is true that this is a huge challenge, and that makes it very interesting. This is because we get positive energy to do cool things with impact, together with our customers and business partners who share the same mindset. This article explains how organisations can achieve a simple and clear ecosystem that puts the customer first.

 

 

Ecosystem

In summary, the business ecosystem is described on Wikipedia as a strategic planning concept, indicating how companies are intertwined with their environment. This involves the coherence of the whole of people, culture, processes and systems etcetera.

With regard to the ecosystem around SixBlocks solution, the people are mainly the customers, the employees, the (top) management, the suppliers and the competitors and so on. The culture is based on what the organisation from our target group stands for, the mission, vision and core values as they live them. The processes consist of all activities to focus on the customer so that the needs are met. The systems are based entirely on the mindset of the culture and are supportive of the processes.

The core values of SixBlocks solution are all about simplicity and positively surprising the customer with the unbelievable results. We do this with our smart platform for the durable and extreme simplification of business processes. Hence, our promise talks about transforming a complex ICT landscape, where constraints in processes are leading, into a simple and clear ecosystem where the customer is central.

 

The hourglass methodology

Our target group consists of medium-sized, large and corporate organisations in government, business and healthcare. We focus primarily on financial services. Those organisations generally have a complex ICT landscape with inflexible systems and a fragmentation of knowledge. And they want all kinds of things, often lacking the coherence of what they want. In short, this is a huge challenge.

Of course, we can arrange all sorts of things for our target group, but we only do so when there is consistency and a long-term need. We start with an open mindset and ask questions such as: How does this relate to the rest of your customers? How does this respond to future changes? How do you see maintaining what you want now in the future?

By asking those kinds of questions, we very quickly filter what our target audience actually needs. We get the need behind the need on the table; from short-term to long-term. And that is where we start working with our target group. In short, only the essence of what is really needed comes through our filter. We call this the hourglass methodology.

And usually the long-term strategic need consists of three desires:

  1. a flawless service in which the customer is leading
  2. one communication model to the customer for all products, all services and all processes
  3. being able to respond quickly and easily to (strategic) changes

 

 

Only with that need behind the need do we go to work. Or rather, that is where our target group goes to work. We offer the means with the smart platform for sustainable and extremely simplified business processes: SixBlocks solution.

In our platform, the target audience initially goes back to basics. They make their own plan (level 1) on one A4 sheet of their services. This plan shows the overview of their customer model, their product model and their process model including the current systems, which are still necessary at least for now. From this plan on one A4 sheet, all business rules on the memo board (level 2) and details (level 3) are filled in six blocks. Hence the name SixBlocks solution. Read how the six-block principle works in this article.

The staff who create the floor plan and fill in the business rules are definitely not IT people. They are business experts who are good at thinking in models. It is very important that these employees are given the right responsibility. Because only then can they make a good floor plan and fill in powerful business rules that are of strategic value. In short, creativity, autonomy and responsibility among employees are key.

 

 

The result at strategic level

In practice, this means that (top) management fills in the conditions for the long-term strategic need, the context. Employees work out this context at three levels:

  1. Plan
  2. Memo board
  3. Details

Moreover, not only (top) management but also the entire organisation has transparent insight into the strategy by zooming in on the contents of the plan plus memo board plus details via the dashboard. What’s more, all employees communicate online in the platform. If there are questions and/or comments, they are raised and responded to by the employees responsible for the plan plus memo board plus details. There is connection and commitment.

 

 

For the staff, it is inspiring to create a plan (level 1), fill in the memo board (level 2) and work out the details (level 3). From coarse to fine, the whole is comprehensible and the details fall into place. It can be compared to a tree; from the roots (the plan) sprout the trunk plus branches (the memo board) and then beautiful leaves (the details) grow on them.

The timeline makes it even more interesting. Changes to the strategy such as legislative changes, reorganisation and new requirements/wishes from the market are realised much faster than as it is now. Moreover, the whole is completely transparent to the entire organisation. In this way, the entire organisation is in tune to ensure a healthy tree, for now and in the future. If the roots need extra water, branches need to be pruned or the leaves need a little more light, this is taken up collectively, with employees and (top) management inspiring each other.

 

 

The result at operational level: the customer is at the centre of attention

The customer enjoys the beautiful leaves on the tree. All the details are meant for the customer. The customer is at the centre of flawless service.

 

 

This means that any tasks and/or questions that the customer has are put into the platform by the customer himself. Then, the customer automatically gets to exactly the right place in the floor plan and the right workflow or transaction is started. All consequences including the corresponding details are registered on the timeline. Moreover, the customer always has online insight into the current situation and history based on the dashboard.

And if the customer has new requirements and/or wishes, the organisation responds quickly. There is real focus on customer. With the principle of the inspirational tree, this is responded to quickly. The same applies to all changes such as legislative changes, reorganisations and new products/services. Changes are fun.

 

Finally

Of course, there is much more to be said about creating a simple and clear customer-centric ecosystem. It is even more interesting and fun to go and experience this yourself in practice. If you want to know more about that, feel free to contact me. In that case, mail your question to joost.de.wit@sixblockssolution.com.

 

 

This article is written by:

Arvind Jagesser
Chief Executive Officer (Milvum)
Linkedin
arvind@milvum.com
Joost de Wit
Architect in combining human creativity and AI for sustainable business transformation.
Linkedin
joost.de.wit@sixblockssolution.com