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Service Model Innovation for Financial Stability

PROJECT INNOVATION

2019 Employment and Vocational Services Leadership Conference

Jack Welch, highly successful former CEO of General Electric

“When the rate of

change outside

exceeds the rate of

change inside, the end

is in sight”.

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PROJECT INNOVATION

"As you enter positions of

trust and power, dream a little

before you think."

Toni Morrison, Nobel Prize for Literature in 1993

Jack Welch, highly successful former CEO of General Electric

"A leader's job is to look

into the future and see

the organization, not as it

is, but as it should be.”

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Introduction

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BS Mechanical Engineering

Boston University

MS Creativity and Change

Leadership

Buffalo State University

Heritage Christian Services

Business Analytics and

Strategy

Advisor to the President

VP of Strategy and Innovation

People Inc.

Laura Ryan

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Service Model

Service Model Innovation for Financial Stability

Service Model

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Retaining “customers” with ID/DD

Otherwise, shopping at all agencies

Service Model

Service Continuum

=

Integration

…

Choice

…

Inclusion

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PERSON DAY HABILITATION

COMMUNITY HABILITATION RESIDENTIAL

SERVICES

SUPPORTED EMPLOYMENT

PATHWAY TO EMPLOYMENT

COMMUNITY PRE-VOC

SITE BASED PRE-VOC

Blue Ocean

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Red Ocean Strategy Blue Ocean Strategy

Compete in existing market space

Harness existing demand

Make the value-cost trade off

Create & capture new demand

Create uncontested market space

Break the value-cost trade off

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PERSON DAY

HABILITATION

COMMUNITY HABILITATION RESIDENTIAL

SERVICES

SUPPORTED EMPLOYMENT

PATHWAY TO EMPLOYMENT

COMMUNITY PRE-VOC SITE BASED

PRE-VOC

SELF DIRECTED

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Clarify

the data

List Out Competitors & Organizations You Collaborate or Cooperate With

Sometimes Known As…

“Coopetition”

Service Model Define your

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Clarify

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Clarify

Understanding Value Curves

Red Ocean Strategy:

When a company’s value curve converges

with its competitors

Strategic Contradictions: Offering a high level on one competing level while ignoring

others that support that factor.

Blue Ocean Strategy:

Standing out with Innovative Service Offerings

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Innovation

Service Model Innovation for Financial Stability

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Innovation

1st comes Creativity….then comes

Creativity

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Think about your definition

Creativity

is novelty

that is valuable

Creativity

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• Context dependent

• What may be novel in one person, may

not be novel in another

• Can be defined as progressive

improvement, modification, or adaption

Novelty

(Puccio and Chimento, 2001)

•Rhodes, 1961

Creativity

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Puccio, Murdock, and Mance,

2005

Leader

Person Process

Press

Product Creativ e

Change

Creativity

A creative culture is one that

• allows for mistakes • promotes idea generation, time resources and contemplation

with out the constraints of judgement • encourages balanced risks

Creative

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Creative

• What are traits of creative people?

• Adaptable • Risk takers

• Accepting of failure • Imaginative

• Tolerance for ambiguity

Puccio, Murdock, and Mance,

2005

Leader

Person Process

Press

Product Creativ e

Change

Creativity

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Creative

What is a Problem?

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Define Challenge

Heuristic vs. Algorithmic

(Mumf ord et al., 2000)

The gap that exists between what you have and what you want

ill-defined novel

complex

Qualities of a Problem

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Creative Problem Solving

(CPS)

Creative:

Production of ideas that are both new and valuable

Problem: The gap that exists between what you have and what you want

ill-defined novel

complex

Solving: Taking action

Divergent Thinking

and

Convergent Thinking

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Generating LOTS of Options Convergent

Stretch

Making lists

Convergent Thinking Convergent Thinking

Judging Options

Screen/Select

Making Decisions

Divergent Thinking

Balance between

Divergent Thinking

and

Convergent Thinking

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45

Let’s Practice

Let’s say….you are located in a rural location

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What might be all unique programs you might offer a person with an

ID/DD at your agency?

Production of organic produce

Produce store

Selling fresh eggs

Cleaning Service

Rentable camping sites

On-line business

Dog walker

Local goods retailer

Bakery

Instacart shopper

Bake pet biscuits

Bottle/can return

Firewood delivery

Uber/Lift driver

Gig economy jobs

Therapeutic Riding

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What might be all the ways to overcome the

concerns for hiring a person with ID/DD?

Puccio, Murdock, and Mance, 2005

Leader

Person Process

Press

Product Creativ e

Change

Creativity

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Innovation

Puccio, Murdock, and Mance, 2005

Leader

Person Process

Press

Product Creative

Change

Creativity

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Service Model

=

Creative

54

• Novelty: surprise, transformational, original

• Resolution: valuable, logical, useful

• Elaboration: well-crafted, elegant

Creative Service Model =

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Novel and Useful

USE of the idea or method

that is ACCEPTED in the

market

Creative Service Model =

Service Model Innovation

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Service Model Innovation

USE of the creative idea or

method that is ACCEPTED in

the market

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57

Financial Stability

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Service Model Innovation for Financial Stability

Financial Stability

Managing the Polarity

Human Service and Business Environment

Mission Centric and Sustainability

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PERSON DAY HABILITATION

COMMUNITY HABILITATION RESIDENTIAL

SERVICES

SUPPORTED EMPLOYMENT

PATHWAY TO EMPLOYMENT

COMMUNITY PRE-VOC

SITE BASED PRE-VOC

Financial Stability

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Financial Stability

Ask….

What are the Program Services? What are the Job Services?

Which are “Feeders”? For What “Leaders”?

Financial Stability

As An Example, Ask… •Is Site-Based Prevoc sustainable on its own? •If not, is it a “feeder” for Comm Pre-Voc? •Together are they financially sustainable?

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Financial Stability: Starting Point

Short Term and Long Term Decisions

Low Unlikely M oder ate Likely Alm ost Cer tain

Imp

act

Probability of Success

Risk Analysis

Financial Stability

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Service Model Innovation for Financial Stability

PROJECT INNOVATION

2019 Employment and Vocational Services Leadership Conference

Key Learnings

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Taking it Home

Interesting

Useful

or

Intriguing

Taking it Home

Potential Uses

for Application

Interesting

Useful

or

Intriguing