As improv comedians, the same philosophy and principles that work so well for us on stage also work very well when we apply them to our business.
“It’s very hard for members of the three groups to find common ground. People tend to see autism through the lens of personal experience. An autistic college student who has trouble with organization and social skills is likely to view autism very differently from a parent whose child is non verbal, cognitively disabled, and self injurious. “
One common frustration about the process of customer journey mapping is the lack of organization-wide or even industry-wide standardization. What are the key steps of journey mapping, and in what order should they be completed? Effective customer journey mapping follows five key high-level steps:
“I’ve seen quite a bit of the world thanks to being invited to speak at conferences. Since some people are under the impression that serial conference speakers possess some special talents, I’d like to demystify my process by walking you through my latest talk from start to finish.”
“In the brief and total darkness that preceded the trailers, I thought of how our love of convenience and anxiety over interpersonal interaction had allowed me to walk into a privately owned movie theater, speak to no one, and secure a seat for myself to see a film I couldn’t in good conscience support, for free.
We live in strange times.”
System thinking is goal-oriented: there are always pre-defined goals and objectives, which system must achieve, and there are always prescribed requirements and criteria, which system must satisfy. As the achievement of any goal happens always in the future, system thinking is obsessed with prediction and generating plans, blueprints, time-schedules and scenarios.
Complexity and chaos focus their attention on the present, because even tiny perturbations in the process of self-organization occurring at present can have enormous impact on the further development of this process. It is an impossible task to make the ‘butterfly effect’ follow any goal-oriented strategy and any targets’ setting anchored in the future.
Source: Complexity, Chaos and Creativity: A Journey beyond System Thinking (Dr. Vladimir Dimitrov)
Lean software development promotes removing waste as one of its principles. However, complexity science seems to show that waste can have various functions. In complex systems things that look like waste can actually be a source for stability and innovation; Lean software development preaches optimize the whole as a principle, and then translates this to optimization of the value chain. However, I believe that complexity science shows us a value chain is an example of linear thinking, which usually leads to sub-optimization of the whole organization because it is a non-linear complex system. — Jurgen Appelo
Exactly. Somewhat reflects my own thoughts and is something that has been on my mind quite a bit of late amidst an organization and projects hell bent on removing not just the optimum amount of waste from a process but removing all white space from the environment in pursuit of maximum efficiency toward the achievement of what they already know how to do. (breathe, Brett…)
As I wrote in KM vs LSS vs CPI, too often “improvement” is seen as requiring a single, all or nothing approach. When, in fact, improvement and optimal performance comes from a mix of techniques. Sometimes waste is a hindrance, and sometimes it’s where you find the gold.
One of my earliest blog posts was a simple reference to complex adaptive systems. The concept was (is) fascinating to me, on many levels. Not the least of which is my unquenchable curiosity about the connectedness of everything, and an early realization that the world can be seen as a collection of systems. A systems thinker, in other words.
I think I first came across the formal concept of systems thinking in The Fifth Discipline. I was a young Army officer in the Signal Corps, responsible for leading and training young soldiers and for planning and executing communications support missions. Many of my colleagues approached the role from a very rigid, very structured, very “mechanical” perspective. Not unexpected, of course, since military units in general are very highly structured and driven from the top down by command and control – “Here’s what you should do, and I’m going to watch you to make sure you do it so we achieve this very specific outcome.”
As if anything ever works out the way you plan. Understanding my job, the role of my unit, as a component of a larger system that could be manipulated helped me to provide the best support I could to the units that depended on what we provided. (The beginnings, perhaps, of my understanding and application of user-centered design and service design, perhaps?)
I really don’t remember what triggered my interest in complexity. This, I think, is something that has always lingered just below the surface in my mind. If I had to pinpoint a single starting point for the beginning of my slow hunch about complexity it would have to be Douglas Hofstadter’s Godel, Escher, Bach – A Golden Eternal Braid. I came across this book in my latter years of high school and made my way through it as best I could. Though I didn’t really understand much of it at the time, it primed my thinking to be more receptive to a different way of viewing the world.
Then came James Gleick’s Chaos and Michael Crichton’s Jurassic Park. My interest in the science and philosophy of Richard Feynman led me to Murray Gell-Mann and the Santa Fe Institute. Eventually I found my way to the work of Dave Snowden and his insights into the application of systems thinking and complexity science to the world of work, however broadly or narrowly you might define this. (Though I have some of this documented in my notebooks from the time (90’s), I wish I had been blogging back then so I had a better record of my thinking.)
Systems thinking and complexity have thus spent a lot of time in my mind, side by side as I try to make sense of them and understand how to apply them to life and work. To be sure, I have often simply treated them as “basically the same thing”, without much effort to distinguish between them. Though they share some key characteristics they are, of course, different. But what are those differences, and why does it matter? Heading in to the new year seems to be a good time to delve into this.
Fortunately for me in this regard, I recently discovered an article from 2013 by Sonja Blignaut that has pointed me down a good path for this exploration. Titled appropriately enough 5 Differences between complexity & systems thinking, the article is a summary of her notes and thoughts from some time spent with Dave Snowden as he presented workshops and worked with clients.
In the coming days I’ll be looking at those 5 differences in detail.