The 95 Method © was named after our philosophy that 95% of an organization’s performance is determined by the system in which people work (see The 95/5 Rule).
The first step (See Model to Unlearn©) in making a high performing design is to understand where you are today. By studying your organization “customer-in” you can begin to understand how well or how poorly your organization serves customers with its current design. The same is done to understand how culture has influenced this design as macro, organizational, functional and professional cultures and subcultures are identified and evaluated. This is referenced as the “unlearn step” to signify the experiential learning being done to understand culture, perspective, mindsets, etc. and the corresponding influence culture has on the design customers encounter and the performance associated with it.
The second step (Learn) uses the PDSA (Plan-Do-Study-Act) cycle to discover better performance through the use of some useful principles and experimentation with a different design. This is done on a small scale as a learning platform to discover a better design. At this stage, typically 8 – 12 workers and managers work as a team to discover the new design.
In the last step (Service Design), the organization makes a decision to move forward (or not) the new design into the organization. A plan is developed to assimilate the rest of the organization into the new design.
As new learning is gained from continuous study or new knowledge of the organization there may be the need to revisit the Unlearn step. Constant learning and experimentation are instituted as “normal” in the new design.