Many leaders have the problem that makes it difficult for them to renew their way of working, even though the goal is clear. How could one make everyone feel excited about creating new things while improving competitiveness? Creating an exciting game book of actions is the answer.
Let’s begin with our strategy model, in which three loops rotate while linked to one another. The first loop is where the strategy is directed: Everyone is involved and ideas are chosen, challenged and crystallized. When the strategic goals have been defined, the second loop’s mission is to break them down into subgoals. Prioritizing, resourcing and steering take place. The final loop is the everyday work, which is the theme of today’s blog.
How do we get people to serve their customers with excitement throughout the entire customer lifecycle? The customer lifecycle is a journey as well.
What are the crucial matters, the new ways of working, that must be implemented? These matters can be made into Game Book. This metaphor has excited many. How can technology be used to make the ‘We Act’-loop rotate faster?
In actions, there are two pedals, the gas pedal and the brake pedal. If the brake pedal is pressed down, the car won’t budge. We must figure out a way to lift the pedal. I always pose a question:
What’s not working?
Of course, in every place there are a million things that don’t work. But what are the big things that aren’t working? If we merely try to step on the gas without letting go of the brake, it’s wasting energy.
The point is to understand what the WOW factor be for us, for me, my friends, and for our clients? This is the key to a fine process. Let’s engage everyone to think about the WOW factor. That’s when the brake pedal lifts, and the car is free to move. Not a very difficult idea, in theory.
The movement must be going from left to right. At Stradigo, we have facilitated tens of processes just like this, and as a concept it seems to be amazing.
The answer is to create a Playbook together! Invite people to join the process, even on a voluntary basis. Don’t create a thick Playbook, instead include only the crucial new procedures.
The idea is to crystallize the new procedures. It’s advisable to do that according to the role. In an organization, people have multiple roles. What if people in certain roles were invited to identify the procedure that would become the WOW factor? WOW stands for Way-Of-Working.
The point is that the identification is done together. It’s not done in a conference room. Preferably, it’s done with volunteers. When people are given the freedom to think about the WOW, it’s easily identified!
In many places, I have been told that rules are not wanted. I often use soccer as a metaphor, because certain rules are needed. One must be familiar with the area in which the game is played. The goalkeeper can use their hands when catching the ball. A player can’t kick others in their legs.
If we do things together, the Game Book of actions inspires people to turn their operation towards a common direction by themselves. This direction is our Purpose, how we help our customers.
Let’s look at the roles. The customer is, of course, an obvious role. As is a salesperson, an expert, and a manager. A bunch of roles are picked, and then people are asked to volunteer in the process of choosing WOW factors for the roles. This makes everybody see the WOW factors in the roles.
The work begins by looking at what’s slowing us down. The catch is to go around the obstacle. We task a group to find a way around the obstacle. The amount of creative ideas it’s possible to get is amazing!
The management’s job is to create focus, and they want to influence the process at this stage as well. The image above has typical approaches. The core can be the agile customer work. How could interacting and collaborating work better, and what about decision-making? How could we understand the customer more deeply? We ask people to innovate WOW factors within these themes.
The themes in the above image are typical, however, the management group can identify specific themes that they want to work for them.
I invented the above card metaphor during a process inside of a big organization. The WOW factors were contemplated with chosen pioneering individuals. The management had given themes in which new things were innovated. These procedures were developed in a series of workshops. That’s when the idea of making the WOW factor into a playing card was born. It creates a card game!
Four cards were created in one workshop, when people were divided into four groups. Together, all the cards created a deck of cards. The name of the WOW factor was written on a card. We also gave the card a short description. The card contained ideas the individual carrying the card could implement without needing to ask a superior for permission. We also created special Joker cards, that could suit all the roles inside of the organization. Here is an example of such a Joker card:
“I cut meetings in half, both in time and number, without sacrificing our goals. I save people’s time by freeing them from long meetings. I only invite people relevant to the meetings. Using Teams, I collect everyone’s comments beforehand or after the meeting. We converse in Teams, not with email.”
Many cards were created, 52 to be exact! That’s the same amount of cards as in a regular deck of cards. The management was very excited about this. Take a moment to guess if the organization’s creative team was excited about the card deck? Yes. They ended up going out into the hallways, and the company neighborhood and they told everyone in the organization what had taken place.
The whole process went organically. In this situation the management didn’t start pushing it. Pioneer individuals were chosen, and they got to spread the excitement to others. It’s a very efficient and natural way! In other instances, we have done things more traditionally if the customers have wanted to set goals and to follow up. It depends on how this all feels as a process.
Stradigo is a brand owned by Rdigo Oy (Business-ID: 2120844-1).
Rdigo Oy is registered in Finland as a Limited company. We are a strategy consultancy located in the Helsinki capital region.
We’ve been in business since 2007. The company name comes from the latin word Redigo, meaning both ‘I shape’ & ‘I renew’.
Stradigo combines the word strategy with Rdigo.