Room for inspiration?

In my last post I wrote about the importance of work space in providing a work environment that positively encourages employees to be creative, innovative, motivated and happy. I would like to apply this thinking to the future of UK government.

Whilst much of the policy debate in the recent UK election focused on change for the future, both the Conservative party and Liberal Democrat party tried to engage voters with their vision of “what might be” if they were elected. In contrast to this however, the Labour party seemed to focus on the past rather than trying to paint a vision of the future.  Their key message was often “see what we have achieved in the past – so trust us in future” and, as we now know, this failed to engage the electorate and Labour lost heavily.  Was this surprising? Not for me… If you look at this set of incredible photos taken by Guardian photographer Martin Argles you can begin to understand why the Labour leadership seem stuck in the past: –

Gordon Brown – The last hours in Number 10

Isn’t it easy to see why the team using this office aren’t looking forward? Do these offices inspire you? No? So why would they inspire anyone to think creatively about the future? And what about their other work environment – the House of Commons? Lets take a look inside: –

We can get a sense of history from these surroundings, rich in heritage as they are. But do they inspire creativity? And do they foster the collaborative working environment that all parties say is important to deliver policies that will turn around the country following the recent economic crisis? How about the adversarial layout seen here – the “opposition” benches that are designed to position parties facing each other, and which we so often see bristling with hostile MP’s, and with the “Front Benches” full of big hitters.

As I think about the challenges ahead I wonder if these work environments support or hinder new ideas, new collaboration, and a fresh start for UK politics?  If you look at other coalition governments they operate in the round, and in modern buildings – see below for some examples: –

Inside the Welsh Assembly

Inside the Scottish Assembly

Inside the German Parliament

So will our new UK Government remain stuck in the past? Or will they be able to overcome the inertia of their surroundings? Will the Welsh, Scottish and German parilaments be more progressive with their modern, efficient, comfortable and inspirational buildings? What do you think? – why not post a comment to let us know….

Contact me for more information about how we can help bring design thinking, creativity and innovation to your business…

James Rock – MD & Chief Business Designer – CULTIVAR Consulting

Design Thinking, Architecture and Interior Design

Two years ago I wrote the following blog post: –

“Are your Employees like Battery Hens?”

The theme of this post was about the issue of workplace design and how it relates to happiness and motivation of your employees. I argued that I find only too often that workplace design is poor and uninspiring, leading to both poor motivation and poor levels of creativity and innovation in the workplace.

Later, in September 2008 I wrote the following blog post: –

“Business 2.0 – Delighting customers, shareholders and employees simultaneously”

The theme of this post was about embracing Business 2.0 to think again about how we organise our businesses, embrace technology to support home-working practices, and resulting in happier employees, greater productivity and innovation, and better profits and improved shareholder value.

Now I would like to link these two earlier posts to my recent thoughts on Design Thinking…

image via http://www.officesnapshots.com

The office above is at leading design agency IDEO in San Francisco. Notice that it isn’t rows of cubicles, or bland desks, with poor lighting and ventilation.  This space is COOL.  Its designed as a social and collaborative space where groups or teams of various sizes can get together.  People can go away and work on things alone, but now when they get together they want something more than a 10×10 meeting room with a square table and four chairs. This type of environment not only supports creativity and innovation – it stimulates it!

Is your workspace like this? If not here is a link to a website where you can see 10 seriously cool designs for an office – perhaps this will inspire you :

“10 seeeeeriously cool workplaces”

So if you are seeerious about Design Thinking as a way of re-inventing your business, then why not engage a leading architect and interior designer to help? think of it differently – is it possibly something you thought was previously too expensive? but now maybe you should consider it as an investment?

Contact me for more information about how we can help bring design thinking, creativity and innovation to your business via our network of associates.

James Rock – MD & Chief Business Designer

CULTIVAR Consulting

The Art of Business Design 2.0

I recently published a free eBook on the subject covering my philosophy of Authentic Design Thinking.

This covers Design Thinking and Authenticity, and how I believe that these are both crucial important elements in designing and/or redesigning business models that cope with the miriad of challenges of today, and position businesses to be the leading companies of tomorrow.

You can view and download your FREE copy of this book from Slideshare.net – just follow this link:-

The Art of Business Design 2.0

Don’t forget to share your comments about this subject below.

If you would like to discuss it in more detail and how it can apply to your business then contact me…

James Rock, Chief Business Designer – CULTIVAR Consulting

Design Thinking and The Art of Business Design

You can also get an audio version of this blogpost here: – Listen!

I have heard it said over the last year or so that Design Schools are the new Business Schools. Protagonists argue that this is because old school businesses are out-of-date, which is consistent with the “Rethink, Redesign, Rebuild” message coming from global business leaders at this years WEF Annual Meeting in Davos.

This trend will lead towards the growing application of Design Thinking in business design. This is a process for practical, creative resolution of problems or issues that looks for an improved future result. In organization and management theory, design thinking forms part of the Architecture/Design/Anthropology (A/D/A) paradigm, which characterizes innovative, human-centered enterprises. This paradigm also focuses on a collaborative and iterative style of work and an abductive mode of thinking, compared to practices associated with the more traditional Mathematics/Economics/Psychology (M/E/P) management paradigm.

These principles are consistent with the adoption of Authenticity as a fundamental philosophy and culture around which a business can be designed in pursuit of its declared purpose. And by combining Design Thinking with Authenticity I believe we are seeing the rise of The Art of Business Design – creating the Avant Garde businesses of today, and most probably the successful ones of tomorrow.

However, businesses also need an architecture to provide structure and form, but by their very nature this architecture also need to be amorphous to a degree – allowing flexibility to bend to changing economic conditions, competition, emergence of new technologies, etc. So I advocate designing businesses and organisations using the “Authentic Business Architecture” – shown below: –

Copyright : Cultivar Consulting 2010

This Amoeba like architecture contains the essential elements of structure that are needed for a business to operate, but it recognises that when a business changes shape, then the constituent elements will all be affected to some degree, and need to flex accordingly.

So Business Design needs to be holistic, authentic, and abductive if it seeks to be creative and innovative in delivering its purpose effectively.

For more information about The Art of Business Design, Authenticity, and Design Thinking contact me : Cultivar Consulting

Being an Authentic Business

Being an Authentic Business...

Do you know what an Authentic Business is? Have you, like me, found that this is a term increasingly being used in the aftermath of the banking crisis?

I wondered what “Authentic” meant in the context of business and resolved to research it in more detail. I found that there is an increasingly large body of reference work related to Authenticity – and its popularity stems from a return to “real” values and behaviours that people want to see in companies they do business with.

Perhaps the best definition I found was in a book by Neil Crofts, who describes the key principles as: –

• A purpose beyond profit
• A purpose that is profoundly held
• A purpose that is socially and/or environmentally positive
• Integrity between communication and action
• Respect for others
• Sensibility to exploitation of resources and customers
• A distinct and unique business personality

You can get Neil’s book here:-

Authentic Business – How to create and run your perfect business

You can see Neil talking about Authentic Business in this short video: –



Businesses that operate by these principles seem to be thriving, even through the economic downturn. They are benefiting hugely from growth generated by customers who become fans, keep returning to buy again, and who become brand ambassadors – happy and keen to tell their family, friends and networks about these favourite suppliers. In todays world of word-of-mouth marketing via social media this means that they gain customers without huge marketing expense.

Do you know any of these Authentic Businesses? What do they do that inspires you to keep returning as a customer? How do you tell your family and friends about them? Please let me know by responding to this post so that I can include them in my future research..

many thanks

James Rock

http://www.cultivar.co.uk

Big businesses using social media to improve customer experience

As a consultant working in the field of service management I am always looking for examples to use with customers.

Last week I had a really great personal experience of how a big business can use social media to improve customer experience.  After a frustrating period of service problems with my home broadband connection I posted the following post on Twitter in conversation with my friends: “Good Morning All! I ask myself “will today be another frustrating Battle with Virgin Media day”?    

Imagine my surprise when @VirginMedia tweeted back to me shortly later to ask if there was any way they could help with my problems.  I was impressed that they are not just listening but also pro-actively getting in touch. After an exchange of emails to explain my problems I was called by someone of influence who listened to my issues and set someone to work on solving them. This was an unusual and suprisingly refreshing experience I have to say.

The next train of events resulted in the VirginMedia representative not just resolving my issues, but also understanding where some of their internal processes and systems could be improved to prevent similar things happening for other customers.  I have to report that their service recovery was brilliant. It reminded me that the true measure of a good service company is how well they recover when the inevitable service issue arises.  When the problems were eventually closed I tweeted again a short message to say how pleased I was: “those nice folks @virginmedia proactively tweeted me to find out and sort all my problems and made me a very happy customer again…”  It was only a few minutes later that I got a message back thanking me for my positive endorsement.

I think this is a great example of a company using Twitter to listen to the opinions of customers.  In doing so they not only put my problems right but also turned me into a strong advocate for their services.  The several hundred people who listen to me, and in turn to their friends,  now know that I rate the VirginMedia service highly and that is important in today’s word-of-mouth marketing world.

I think more companies should take heed and embrace Twitter and other social media platforms to engage with customers for mutual benefit.  Why not try it and see the results for yourself. Get in touch if you would like to discuss how you can integrate Social Media into your service operation.

James Rock  www.cultivar.co.uk  or find me on Twitter: @james_rock

Avoiding Mediocrity – An Exemplar of Sustainability…

Do you ever wonder if those reports you hear about a company’s Corporate Social Responsibility (CSR) and Sustainability programmes are for real? or, like me, do you often think they are mere “Greenwash” i.e. all words and no action – talking it up, but not walking the talk? As a consultant working in the field I have come across more than one company who says all the right things but fails to put them into practice.

So I was really enthused last week when I came across a company that seems to really be putting its weight behind the development and implelentation of sustainable practices.  Adnams of Southwold are part of the historical fabric of this up-market seaside town in Suffolk.  After sampling some of their wonderful range of beers in local pubs, I came across the Sole Bay Brewery in the heart of town, then their fantastic new  flagship Cellar & Kitchen retail outlet, and then a magnificent new 40,000 square metre distribution centre on the outskirts of town, which boasts the largest green roof in the UK. Later that weekend I sampled really good food and wine at The Crown Hotel – owned by Adnams along with another major hotel in town. Everything that I observed about Adnams further convinced me that this is a company that gets really close to its customers, and lives and breathes sustainable working practices for the benefit of all stakeholders.  After seeing so much mediocrity in business it was truly refreshing – just like a pint of their Broadside beer!

As you can see from my comments, I am enthused by Adnams the beer and Adnams the company, and I will be using them as an example of best practice in my consutling work in future… I’d like to suggest thet you check them out when you get the chance.

Change 2.0 – The power of Social Media in managing organisational change.

 

Employee communication is a key element within any successful organisational change programme.  Designing and implementing a co-ordinated communication plan is critical.  Communication can either help to make changes become effective quickly, or hinder changes by creating and fostering internal resistance to proposals. 

Some enlightened organisations are beginning to use social media tools e.g. Blogs, Twitter, etc, to supplement traditional communication tools such as briefings, meetings, one-to-one consultations, etc.  The word-of-mouth nature of social media can quickly spread messages, either good or bad, and the power of the crowd can be harnessed to promote or resist change. This is embracing the inherent power of new Web 2.0 technology, and many Change Management professionals are dubbing this Change 2.0.

I’m looking for examples of this… either ones where social media has been used effectively to positively promote change; or ones where social media has been used as a negative resistance mechanism by those opposing proposed changes. I would appreciate your ability and willingness to share any examples you may have by leaving a response on this site…

Thanks in advance.

James

On-line Video : The marketing tool for 2009

You may have noticed that more and more leading brands are using on-line video as a key marketing communication tool as broadband speeds get faster, WiFi ever more accessible, and with everyone having a PDA or phone with fast internet capabilities.

This isn’t suprising.  Video has many advantages as a communication tool.  Messages can be conveyed quickly and in an entertaining way.  Everyone watches TV and increasingly that is delivered via the web.  In a recent survey I noticed that Generation Y consumers watch more TV delivered on-line than via terrestrial/satellite/cable television. They also spend increasing amounts of time on-line using sites like Facebook, MySpace, etc. On-line video meshes neatly with social media as it can be delivered via complimentary platforms such as Youtube, Vimeo, or iTunes.

I also read a really great blog about this subject by renowned social media guru Scott Monty, you can read this too if you click on this link:

http://www.scottmonty.com/2008/12/why-video-will-be-so-important-in-2009.html

This trend is also evident from the increasing amount of enquiries I am receiving from customers who are starting to understand the powerful capabilities of marketing via social media. This is something Cultivar can help clients with via our video and website production partners. Contact me if you would like to learn how we can help you to do this.

James Rock

email: james.rock@cultivar.co.uk

Business 2.0 – Delighting customers, shareholders and employees simultaneously

working at home...

There has been lots of excitement about Web 2.0 – using the latest internet innovations to re-invent how the web is used.  Recently I have been studying something called Transformation 2.0 – using latest web based communication tools such as blogging to improve how businesses implement change programmes. Now I’d like to propose that managers and business owners consider Business 2.0 – how to re-organise the business around a new business model that brings many benefits to all key stakeholders – again using recent innovations in communication technology as a core enabler.

Businesses are facing a multiplicity of pressures including demands from customer groups for improved corporate social responsibility, from suppliers raising input prices, from increased fuel and energy costs, from new legislation on energy usage, and increasingly from rising demands for bigger wage increases from staff who themselves are feeling the effects of inflation and the credit crunch.  Profitability is taking a hit and share values are falling as a result.  Businesses will need to re-act to these problems in the near future if they haven’t already done so.

In this situation the conventional responses may not be enough – sure, costs can be contained – in the usual conventional and predictable way by cutting expenses, restricting business travel, reducing stationery usage, blocking recruitment, etc. But will conventional responses like this position companies to be more competitive? To win increased market share whilst competitors struggle? Unlikely in my view.  However, managers who are bold and think creatively can re-invent their business in the Business 2.0 mould and simultaneously delight customers, shareholders and employees by making dramatic operating cost reductions that improve profitability, reduce personal costs and improve working arrangements for employees, and please environmental protagonists by reducing the company’s carbon footprint and improving business sustainability.

Working from home can be embraced on a much wider scale than it is currently by the majority of businesses. A recent research report by Siemens Enterprise Communications identifies that more than 70% of employees who are not currently working from home would like to – at least for part of their week. So can Business 2.0 help businesses use technology to become more virtual and less bricks and mortar?

I find that many managers worry about losing productivity by embracing the working from home model – perhaps because they are moving into a unknown way of managing and motivating people, and fear the loss of control? However, technology innovations and connectivity have improved dramatically in recent years, and the benefits of increased home working are getting bigger and bigger in the present economic situation, enabling smaller offices that are cheaper to run; employees to save on increasingly large transport costs now that petrol has dramatically increased in price; a happier workforce who are less stressed, improved business continuity plans as the risks of being unable to trade due to situations such as offices flooding or power cuts are lowered… and the benefits go on. The result will delight customers, shareholders and employees simultaneously!

The biggest hurdle in adopting this way of working – Business 2.0 or as I have also heard it called, the “Blown Apart Business Model…”   is conventionality.  For too long managers have failed to innovate the way businesses are organised – as I mentioned in my last blog article.  But history has shown that the biggest changes occur in turbulent times – so perhaps the result of “Turbulent Tuesday” as this weeks events are beginning to be called, might just convince some managers that there is an opportunity in pursuing this type of operational strategy on a much wider basis?  Could you be one of them, or are you happy to pull the blanket over your head and hope it all blows over so that we can return to service as normal?

I’d love to hear your views on this… and you can contact me via the website to learn more about how Cultivar can help you to create your own “Blown Apart” operating strategy – see: www.cultivar.co.uk