quarta-feira, abril 27, 2016

Implementar soluções passa por lidar com o ecossistema

Ao ler "CM: Receitas electrónicas atrasam consultas : Saúde : Jornal de Negócios" não pude deixar de sorrir.
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Horas antes tinha lido de uma penada "Key Skills for Crafting Customer Solutions Within an Ecosystem: A Theories-in-Use Perspective" de Scott B. Friend e Avinash Malshe e publicado por Journal of Service Research.
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Costumo trabalhar com, e escrever aqui sobre, os ecossistemas da procura. Os autores escrevem sobre os ecossistemas que existem dentro das organizações do cliente. Por exemplo, num hospital:
"Our data offer empirical evidence which indicate that many key account customers are made up of a collection of internal and external stakeholders. These stakeholders may remain geographically concentrated within a single site or dispersed across multiple sites. Irrespective of where the stakeholders are located, they are deeply intertwined and exhibit constantly evolving interactions and interdependencies among themselves as well as with the various vendors. Further, these interactions may occur independently or simultaneously and at different times and frequencies.
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Employing a broader customer lens that accounts for the multiple stakeholders within the customer helps shed greater light on what it takes for the vendor to successfully develop and implement customer solutions
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[Moi ici: No caso de um hospital os autores referem como constituintes do ecossistema]Patients, doctors, medical staff, hospital administrators, family, friends, hospital board members, local community"
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"the ecosystem perspective and the complex interactions among the vendors and various stakeholders we bring forth suggest vendors must invest significant time and resources into studying ecosystem composition and dynamics.
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Given the degree of diversity that exists among stakeholder requirements, capabilities, and resources, vendors should go beyond the buying center to assess customer needs and constantly incorporate these variable stakeholder capabilities in order to best align with an ecosystem."
Ou seja, é preciso trabalhar com as várias partes interessadas internas. Como terá sido a preparação para minimizar as resistências à mudança? O que terá sido feito de forma diferente aqui "The End of Prescriptions as We Know Them in New York"
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Voltarei a este artigo.
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BTW, quando ler ecossistema e trabalhar com a ISO 9001:2015 pense em cláusula 4.2

2 comentários:

JCS disse...

Para quando um "curso"/ workshop sobre isto?... ;)

CCz disse...

Meu caro não creio que haja massa crítica para o tornar sustentável