Management Systems in digital business Environments: Howto keep the balance of agility and stability while establishing governance frameworks

By Helmut Steigele and Mike Haeufl

The more you enter the world of doing business the digital way, the more you realize that it needs capabilities which relate to one discipline: Organisational Resilience.

The ability to absorb unwished surprises which have a direct relationship to your business and to your business relationships.

As long as you are not aware that the management systems you live in, deliver trust and reasons to stay loyal as customer with the provider, you lose customers and energy in the battle for markets.

This guide gives orientation, insight and recommendation howto implement continuous improvement as stabilizing factor in an environment where the digital pace challenges all

• Language: English
• Publisher: Books on Demand
• Release date: Dec 11, 2019
• ISBN: 9783749464159

Helmut Steigele

Dr. Helmut Steigele is supporting more than 20 years mid-scale and large scale organizations, across the European area in establishing resilient and sustainable structures, value streams and service models.

Book preview

Special Dedications:

My very special dedication is expressed to Mr. Mark Sykes. He contributed with his role as subject matter expert on service management systems at BSI and within the service management consultants family of Fox IT Ltd.

He delivered a great share on real life experience, on customer value to be found within service management systems and in the approach to work with examples, solution libraries and evidence based management system documentations.

Table of Contents

Foreword

Unpredictability versus trust

The value of management systems per se

What are management systems for?

Top Dog ISO - What's in it, what's behind it?

Myths, legends and illusions

How is a management system structured?

A step-by-step plan for construction

Stage Where and Why

Stage What goal?

Stage Who

Stage What

Stage With which instruments

Stage How

How to avoid frustration

Approaches to avoid rejection symptoms

Emotional response to change according to Kübler/Ross

Kurt Lewin Model

The Adaptive Cycle Model

John Philipp Kotter’s Model of the 8 Steps

Agile environment and management systems - is this possible?

What does VUCA mean?

Where does VUCA apply and where not?

What kind of thinking is called for when designing management systems in an agile environment?

What does this mean for those who want to establish management systems?

Technologies which can help

Undesirable side-effects of technologies

Summary

Bibliography

Further publications

Blogs - Sites - Contact

About the authors

Foreword

What is the purpose of management systems such as ICS-COSO, CobIT or those based on the ISO series of standards if all the world is plunged into an unpredictable rush in the context of digital and agile storms?

Well, a business model’s success is always based on the customer’s human nature and love of familiarity. Management systems, in this respect, help in establishing precisely this trust.

Why is trust important to consumers? Because it saves energy and at the same time produces clear expectations in a world where it is otherwise difficult to predict scenarios.

What sounds simple here, almost mundane in fact, is a special challenge for service providers, especially for those who maintain their relationship with customers via digital communication channels, because they must permanently build a bridge between 3 worlds:

This guide looks at how to position yourself in a stormy world, one that is full of changing needs, emerging technologies and behavioral patterns, but which enables customers to recognize you as a supplier who is able to:

address their needs

provide both expectable and pleasantly surprising services

communicate trust and sustainability

In this volume, the main focus is on the following factors: adaptability, trust and sustainability.

In the volumes following this book (Swimming in the Digital Value Stream, Living and Growing in the Digital Ecosystem), we will focus on the service experience and the ongoing identification of needs and associated service innovations.

The mastery of each individual domain already provides enormous advantages, and by first playing through all conceivable options on the keyboard, it allows sustainable positioning within the marketplace to be developed.

But let us now focus on the sustainability factor. It's not maintained without reason:

First learn to stand well, then learn to fight well!

Unpredictability versus trust

If a metaphor exists which is related