MWT Model - MWT Management Transformation

Callout: "A process which isn't aligned to an end-to-end service management process is more properly called a constraint!"

A project manager knows that if their project needs to deliver X deliverable but they must deliver it using Y, then Y is a constraint.

Too many organisations implement processes in a piecemeal fashion without aligning those processes to the end-to-end service management process. Processes implemented in this way are more properly called constraints and may fail to address the risks they are intended to address. They may also put at risk the very activities which create value for your customers!

A successful transformation to a service-based organisation as part of the implementation of the MWT Model reduces the risks of process-based organisations and managerialism.

There is a tendency when people hear 'service-based organisation' to still think of things like 'customer service' and a vague notion of going good by your customers. But a desire or culture of service is not the same thing as an organisation designed to create value for customers.

The transition to a service-based organiation must be viewed as a transition from a process-based organisation. In a process-baed organisation you can always justify the introduction of another barrier to customer service. These barriers are errected in the name of risk mitigation, or management control, or any number of otherwise respectable ambitions. Bu the organisation doesn't respond directly to ambition.

In a service-based organisation service quality is the standard by which improvements are evaluated.