The Design Thinking approach is a notoriously useful tool for promoting innovative services and products offered by organizations and for providing useful insights for solving business problems. Furthermore, this methodology can also be a powerful instrument capable of encouraging a change at the organizational level, by acting on the internal culture of the organization and increasing the quality of the experience for all served by the company, especially its employees. Organizations that appreciate collaboration, experimentation, risk-taking, and are user-oriented, usually are more receptive to the implementation of Design Thinking tools. In contrast, traditional business in which the organizational culture is based on the values of specialization, productivity, and perfectionism, frequently present a significant level of resistance to the adoption of these tools. Unfortunately, there is a lack of research on how best a traditional company can overcome resistance and change the organizational culture through the implementation of Design Thinking. Stimulated by that, this work analysis the best practices, tools, and key-actions performed by three different organizations from different sectors during the implementation of the methodology. Eventually, this work suggests guidelines to which organizations most resistant to change can be inspired to overcome skepticism towards Design Thinking and foster organizational cultural change.
L’approccio del Design Thinking è uno strumento notoriamente utile per la promozione di servizi e prodotti innovativi offerti dalle organizzazioni e fornire approfondimenti utili per la risoluzione di problemi aziendali. Inoltre, questa metodologia può essere anche un potente motore in grado di favorire un cambiamento a livello organizzativo, andando ad agire sulla cultura interna all’organizzazione e aumentando la qualità dell’esperienza di tutti i servizi erogati, di cui beneficiano soprattutto i dipendenti. Infatti, le organizzazioni che apprezzano la collaborazione, la sperimentazione, l'assunzione di rischi e l'attenzione all'utente si dimostrano più ricettive nei confronti dell'implementazione degli strumenti di Design Thinking. Al contrario, i modelli di business tradizionali in cui la cultura organizzativa si basa sui valori di specializzazione, produttività e perfezionismo, di solito presentano un notevole livello di resistenza verso l’adozione di questi strumenti. Ad oggi, questo tema non è ancora stato approfondito in maniera tale da definire una metodologia condivisa attraverso cui le aziende tradizionali possano riassettare la propria struttura organizzativa basandosi sugli strumenti di Design Thinking. Partendo da queste premesse, il presente elaborato si pone l’obiettivo di analizzare le best practice e gli stumenti adottati da tre diverse organizzazioni operanti in altrettanti settori in fase di implementazione di tale metodologia. Infine, la tesi si propone di suggerire delle linee guida a cui le aziende più resistenti al cambiamento possano ispirarsi per superare lo scetticismo nei confronti del Design Thinking.
Overcoming resistance and changing organizational culture through design thinking
TEIXEIRA PINTO GONÇALVES VALENTE, GREGORY
2018/2019
Abstract
The Design Thinking approach is a notoriously useful tool for promoting innovative services and products offered by organizations and for providing useful insights for solving business problems. Furthermore, this methodology can also be a powerful instrument capable of encouraging a change at the organizational level, by acting on the internal culture of the organization and increasing the quality of the experience for all served by the company, especially its employees. Organizations that appreciate collaboration, experimentation, risk-taking, and are user-oriented, usually are more receptive to the implementation of Design Thinking tools. In contrast, traditional business in which the organizational culture is based on the values of specialization, productivity, and perfectionism, frequently present a significant level of resistance to the adoption of these tools. Unfortunately, there is a lack of research on how best a traditional company can overcome resistance and change the organizational culture through the implementation of Design Thinking. Stimulated by that, this work analysis the best practices, tools, and key-actions performed by three different organizations from different sectors during the implementation of the methodology. Eventually, this work suggests guidelines to which organizations most resistant to change can be inspired to overcome skepticism towards Design Thinking and foster organizational cultural change.File | Dimensione | Formato | |
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2019_10_TEIXEIRA.pdf
Open Access dal 21/09/2020
Descrizione: Testo della tesi
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https://hdl.handle.net/10589/149634