The home of Matsuda Mulville Thinking

Skills: Service Orientation

  • Defining and adopting successful operational service models that focusing on strategy, design, transition, operation and continual improvement.
  • Establishing standards, process, procedure and best practice Centres of Excellence (CoE) that are flexible, can learn and function together as a whole instead of a collection of discrete pieces.
  • Exposing how greater utilisation and better performance can be gained from existing tools and methods with no extra cost by demonstrating inventiveness, creativeness and vision.
  • Neutralising conflict and reducing any actual or potential threat-risk that may adversely affect service orientation, in addition to exploiting or enhancing actual or potential opportunity-risk.
  • Performing operational readiness reviews to empirically identify and strengthen weaknesses by examining practices and behaviours, tools and methods for adequate service orientation.
  • Preparing universal terminology and desired outcome language that is clear, unambiguous and commonly understood by clients, customers, teams and individuals who can relate to the vision.
  • Resolving service entropy or divergence from optimal customer-value by enabling rather than constraining, learning to learn, and abandoning any unnecessary bureaucratic overhead.
  • Transforming reactive, unstructured chaos into proactive, mature chaos that exemplifies a learning and agile service-orientation free of individuals with a self-interest in personal goals.

Knowledge Management

  • Eliminating productivity waste, potential problems and the occurrence of failures by collating, sharing and distributing corrective, preventative and best practice knowledge and information.
  • Improving the quality of knowledge and information by identifying governance shortfalls, coordinating the correction of deficiencies or inconsistencies, and improving accessibility.
  • Liaising with key stakeholders to prepare content, storage and retrieval of critical knowledge, such as Disaster Recovery (DR), Business Continuity Plans (BCP) and Root Cause Analyses (RCA).
  • Overseeing formal and informal change to standards, processes, procedures and best practices.
  • Preparing knowledge and documentation portfolios, information frameworks, template models and other repositories that facilitate smooth operations and meet obligatory requirements.
  • Reducing costs and expenditure through administrative and documentative innovation and improvement that gains maximum value and avoids time wasted on unnecessary operations.

Achievements: Service Orientation>>

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