Implementation covers the launch the product or service, moving from prototype to pilot, through to full- scale deployment, and then monitors the service performance to ensure it meets its business objectives.
I WANT TO MAKE IT HAPPEN…
This phase involves taking the prototype and pilot deployment of a product and going into full scale production or with a service it means going live across the organisation. It will almost certainly involve a change management process that addresses organisational structure, skills and culture, management systems and processes as well as physical and digital infrastructure. This stage also continues through the lifetime of the product or service, constantly monitoring its performance in terms of customer experience, operational and quality metrics and cost.
WHEN TO Begin this stage
In order to implement there should be:
Prototypes of the proposition that meet stakeholder needs in terms of functionality and quality and the prototype must be a good demonstration of how the end product or service proposition will create value for users, customers and the organisation.
The cost of each touch point and element should be established in order to perform a Value / Cost Analysis.
A detailed product/service blueprint and associated documentation to support deployment as a pilot.
Agreed quality and performance criteria for the overall product or service.
What are the OUTCOMES
Finalise the proposition and the business plan that supports it.
Build and execute a deployment plan to transform the pilot to full scale deployment.
Implement a management system to monitor performance and support service evolution.
CASE STUDY
I WANT TO MAKE IT HAPPEN…
By finalising the business model
Introduction
Although the business model surrounding your concept must be considered as far back in the process as the ideation stage, it is at this point that you should be completely assured that your concept has the capacity to be viable economically. Use the Business Model Canvas as a means to check the validity of your business plan before continuing.
In addition to, or alternatively, use the Impact Model Canvas as a way to not only balance cost and revenue streams but also to make sure you have a net positive social and environmental impact. Where you see negative consequences from your proposition, or opportunities to have more positive impact return to the refine stage and look for other options.
I WANT TO MAKE IT HAPPEN…
By creating the management and organisational structure
Introduction
If you are working in an organisation, the management of the project will begin to shift from the project Design Team to a project Implementation Team who should take the key outputs from the Refine stage, including the detailed blueprints and related design specification, and identify any potential gaps in capabilities or resources. If you are not working within an organisation with the resources to form a specific project Implementation Team, then it is still important that change management roles are established amongst the departments or organisations you are working with in order to form an accountable team.
This Implementation Team will have to work across different functions in different teams, including all affected stakeholders to perform a Gap Analysis comparing the current state with the “to be” state of the following areas: Skills/Culture, Organisation/Operations, Processes, Data, Systems and Physical Environment. Each of these are assessed on a scale of 1 – 4, initially for the pilot and then again for the full-scale deployment. 4 means ‘full readiness in terms of capacity and capability’. 3 means ‘ready in most areas with a clear understanding of what needs to be done to close the gaps in capacity or capability with risk mitigation plans in place’. 2 means ‘Appropriate resource capacity but significant gaps remaining in capability’. And 1 means ‘lacking both in capacity and capability’.
After identifying the gaps, the teams can then work to develop action plans for each of those dimensions identified in the gap analysis in partnership with operational teams and any affected stakeholders in the pilot and subsequent roll out.
I WANT TO MAKE IT HAPPEN…
By building a deployment plan
Introduction
The Implementation Team must agree the preferred options for the pilot deployment and refine the test criteria for the pilot plan. The team must ensure that the product or service has been effectively instrumented, which means building into the design of the physical and digital touchpoints the capacity to measure performance, the resources utilised, and the detailed interactions of the user. They also need to check that the deployment plans are designed to capture and analyse the resulting operational and cost performance data, obtain customer feedback to fix any issues, refine the service, and share the lessons learned back into the organisation. This requires the development of a Dashboard for the service.
The cross-departmental teams take each of the service components as well as the end to end service through final testing, feeding back any changes to the design team prior to the pilot launch. And finally, ensure that all dependencies identified in the Gap Analysis are in place or that appropriate “workarounds” or risk mitigation plans are agreed.
I WANT TO MAKE IT HAPPEN…
By managing the evolution of the solution
Introduction
Market and individual client and user requirements can evolve rapidly and that means that the solution needs to evolve not only to the changing needs, but to innovative applications generated by users. It is not uncommon to find the product, service or product/service system being used quite differently than anticipated and this creates opportunities for further innovation. The key implication of this is that the solution needs to be designed and implemented in such a way that the performance of the product, its fit with market and user requirements, and the way it is being used, can be constantly monitored. Whether it’s a product or service, you need to design it with mechanisms the enable you to observe, capture and then act. Whether it’s a component in a jet engine or a service to support the discharge of patients from hospital, think about how you can “instrument” the service, how you can monitor the results, and to what extent the product or service can intelligently adapt itself to the changing needs. That is what can make a product or service a truly smart solution
