An Introduction to A Model of Sustainable Organisation (MoSO) The Basic Model

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An Introduction toA Model of Sustainable
Organisation (MoSO)The Basic Model
The MoSO Cooperative

• Elements of Your Journey to Sustainability

To find out about MoSO go to http//www.thecqi.or
g/MoSO
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MoSO The Basic Model
MoSO is built up from a number of main Elements.
SatisfiedCustomers
This presentation is published under a Creative
Commons Attribution-Non-Commercial-Share Alike
2.0 UK England Wales License
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MoSO The Basic Model
MoSO is built up from a number of main Elements.
SatisfiedCustomers
This presentation is published under a Creative
Commons Attribution-Non-Commercial-Share Alike
2.0 UK England Wales License
4
MoSO The Basic Model
MoSO is built up from a number of main Elements.
SatisfiedCustomers
This presentation is published under a Creative
Commons Attribution-Non-Commercial-Share Alike
2.0 UK England Wales License
5
MoSO The Basic Model
MoSO is built up from a number of main Elements.
SatisfiedCustomers
This presentation is published under a Creative
Commons Attribution-Non-Commercial-Share Alike
2.0 UK England Wales License
6
MoSO The Basic Model
MoSO is built up from a number of main Elements.
SatisfiedCustomers
This presentation is published under a Creative
Commons Attribution-Non-Commercial-Share Alike
2.0 UK England Wales License
7
MoSO The Basic Model
MoSO is built up from a number of main Elements.
SatisfiedCustomers
This presentation is published under a Creative
Commons Attribution-Non-Commercial-Share Alike
2.0 UK England Wales License
8
MoSO The Basic Model
MoSO is built up from a number of main Elements.
SatisfiedCustomers
This presentation is published under a Creative
Commons Attribution-Non-Commercial-Share Alike
2.0 UK England Wales License
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MoSO The Basic Model
Satisfied Customers are the focus for all
organisations if they are to survive. They are
the most important part of any organisation when
viewing it as a system of connected parts.
Without customers to serve the organisation has
no reason to exist. Only the customer has a vote
on quality. Customers are satisfied when their
needs have been met. Usually customers have
unspoken, unmet needs that if met can lead to
customer delight that provides competitive
advantage. Identifying these unmet needs may be
the first step to innovation in products or
services. Listening to this voice of the
customer is essential for organisational
sustainability. Many processes in an organisation
have both internal and external customers.
SatisfiedCustomers
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MoSO The Basic Model
Operating System This element encompasses all
work performed on behalf of an organisation to
serve its customers (clients, patients etc.)
with the common aim of exceeding customer
expectations - thereby creating a community of
loyal customers. Each organisation can have its
own unique operating system.
SatisfiedCustomers
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MoSO The Basic Model
SatisfiedCustomers
Daily Work Processes These take a variety of
inputs, including information from the customers
about their needs, and add value to transform
them into products or services that should
satisfy customer needs. There are primary
processes that add value, which customers will
pay for, and support processes required by
primary processes to be able to function.
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MoSO The Basic Model
SatisfiedCustomers
Providers of Inputs Customers provide an input of
information about their needs. Suppliers may
provide raw materials, services (such as energy
and water) or as partners may be involved in
adding some of the value for the end customer.
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MoSO The Basic Model
SatisfiedCustomers
Continual Improvement Innovation is the second
part of everybodys everyday work. Management are
responsible for creating an internal culture or
environment in which the people in the
organisation are engaged and continual
improvement and innovation flourishes. Innovation
is the responsibility of the supplier or
provider. Usually the customer does not know in
advance what it is they will consider is a
breakthrough, attractive or exciting until the
organisation has created it.
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MoSO The Basic Model
Plan-Do-Study-Act Cycle PDSA or PDCA is an
endless learning cycle at the heart of every
aspect of a sustainable organisational. Deming
later advocated the use of Study in this learning
cycle to emphasise that phase was one of careful
measurement and observation, not a box ticking
exercise. Since usually Do the Daily Work
is already happening, it may be useful to
consider starting the cycle at Study to get
data to understand what is actually happening.
This then provides the basis for action.
SatisfiedCustomers
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MoSO The Basic Model
SatisfiedCustomers
People, Culture, Leadership Management all have
a profound effect on the operational system that
is put in place, the way it works and the results
achieved. They are in themselves influenced by
customers and wider societal influences helping
to better align operations to achieving customer
loyalty
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MoSO The Basic Model
Societal Influences Learning An organizations
people and leaders must be open minded to
systematically learn from, and be influenced by,
the Marketplace and wider societal
influences. Consumer trends, technology,
Regulatory bodies, customers, partners,
suppliers, professional associations, and local
communities are included in this Element along
with Corporate Social Responsibility
SatisfiedCustomers
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MoSO The Basic Model
The Environment Environmental sustainability
(Green) issues are having an increasingly
important influence on market / customer
requirements in terms of product and service
offerings, regulations, and on an organisations
values, goals, and how it is expected to operate
(the Operating System).
SatisfiedCustomers
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MoSO The Basic Model
We invite you to ask yourself what new insights
or questions you now have about your organisation
SatisfiedCustomers
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