The home of Matsuda Mulville Thinking

Achievements: Service Orientation

  • Developed and negotiated scope, responsibility and timescale best practices, aiding the creation of Service Level Agreements and improving or implementing Capacity Management.
  • Guided departments, teams and individuals in adopting established industry-standard frameworks of best practice that focus on service orientation and strategy or policy alignment.
  • Guided recognition that service-offerings or products deliver maximum value when organisations operate as a “whole”, with each component interacting with each other smoothly and optimally.
  • Guided the creation of “First Aid Responder” best practices to increase and improve levels of service orientation.
  • Managed end-to-end lifecycles of processes, tools and methods, focusing on a willingness to be service-oriented: cooperative, helpful and flexible in anticipation of undetermined future needs.
  • Supported leadership in developing operational service model prototypes that were adopted and replicated globally to strengthen cross-function coordination and collaboration.
  • Was responsible for departmental service orientation; resolutely focusing on value and satisfaction with an unwavering determination to increase quality and implement improvements.
  • Was responsible for transforming chaos into value-adding maturity by focusing on proactive service-orientated thinking rather than reactive practices and behaviours.

Knowledge Management

  • (See Words and Literacy)
  • Created centralised departmental Knowledge Bases (KB), improved terminology and naming conventions; and a consistent approach to collating documents, knowledge and information.
  • Created Centres of Excellence (CoE) for departmental standards, processes, procedures, governance, security, strategy, service-orientation, customer-focus and best practices.
  • Created Root Cause Analysis (RCA) processes to allow the factors that contribute to failures (direct and indirect) to be identified, recorded and analysed prior to considering a response.
  • Developed processes that enhanced the availability, visibility and accessibility of data and information to increase operational efficiency and effectiveness.
  • Developed processes to collate governance data from disparate sources into a single departmental repository, improving controls, maintenance and reliable reporting.
  • Developed web-based collaborative platforms (e.g. SharePoint) to centralise all departmental knowledge and information repositories: documents, lists, libraries, standards, procedures.
  • Guided leadership in creating departmental Disaster Recovery (DR) and Business Continuity Plans (BCP): standards, procedures, responsibility, testing, safety, visibility and accessibility.
  • Guided teams and individuals away from wastefully creating, updating or retaining superfluous documentation, addressing the risk of habitually creating multiple copies locally.
  • Guided teams and individuals in developing adequate and appropriate monitoring processes, alerting mechanisms and the distribution of meaningful and cost-effective notifications.
  • Improved Knowledge Management by developing information models for governance purposes that collated mandatory documentation and the names of responsible stakeholders.
  • Led the collation, review, approval or rejection of organisational-level or project-deliverable Standard Operating Procedures (SOP) to ensure correctness, practicality and workability.
  • Was responsible for collating, verifying, rectifying shortfalls, managing, and centrally publishing departmental knowledge and information to support operational success.
  • Was responsible for identifying gaps in knowledge, information or skills, and then coordinating effective Knowledge Transfer across departments, teams and individuals.
  • Was responsible for preparing departmental Standard Operating Procedures (SOP) in liaison with effected stakeholders, including the review and execution of suggested process improvements.

Skills: Service Orientation>>

<<Process Management | Strategic Planning and Governance>>