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Blog posts tagged in Customer Experience
Janne Ohtonen has published a new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” which looks into business process management and leadership from a fresh perspective. The world is full of recipes for success, but too often we forget that success comes from within ourselves through the work what we do (for our customers, with our colleagues). One could even claim that success is mainly about attitude. When you have the right attitude, you focus on the right things, you overcome obstacles, you feel better and you work more efficiently. Surely you know what...
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Business Process Management (BPM) is about managing everything that is done in an organisation to provide successful customer outcomes (hence it is a customer-centric effort). You need a plan, which includes a description from the organisation regarding how it will roll out and upkeep the Business Process Management (BPM) initiative, select processes for development and train people to lead the actual implementation. All this requires professional, leadership and communication skills. Janne Ohtonen has published a new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” which is aimed to help you to grow those skills...
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In short, the process world really needs to change. I’m not suggesting that we revolutionize everything we have ever learnt about process but I am thinking that today’s methods need to be more in sync with the demands of the business world. Every year about 10,000 change books are published and whilst many of them overlap they are written because today’s change approaches are still falling short. In the world of process this means: Most of the frameworks for BPM change have been developed for the structured process or the production line. The drive to reduce variation, defects and waste is...
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"Ask the Architect" is a new architecture service from iCMG for your prompt and "on-demand" architecture need. There is worldwide acceptance of Enterprise / IT Architecture as an emerging engineering discipline. It's both urgent and critical to ensure timely solution of the architecture issues. You will agree that delay in resolving architecture disputes could have far reaching impact on your project, systems and enterprise success. Though the dependency on architect is increasing, the cost of architecture service is getting higher. The key reason being there are few good practicing architect world over. With "Ask the Architect", an expert can respond...
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“Business Process Management is entering a new era and one that will have seismic levels of impact on business as we know it today”. Could this be true? Well according to Charles Bennett, Member of Executive Team at iCMG, the answer is most definitely yes. Business process improvement has been traditionally focussed on driving cost out of an organisation, eliminating redundancy and waste – in other words “doing things better”. Some organisations in other industries, for instance British Airways, GE, Motorola and Toyota who have espoused operating excellence and embedded methodologies such as six sigma and lean into their organisations with...
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Managing customer expectations and providing great customer service are very important nowadays. To be able to do that, you should build customer satisfaction into your business processes. Traditionally, organizations measure customer satisfaction once per year, long after service has been provided. Some organizations may measure customer satisfaction after a service, project or product has been delivered and then take corrective actions.The problem with this kind of approach is that they are reactive, not proactive ways to respond to customer satisfaction. If you build customer satisfaction into your business processes, you do not have to read those negative feedbacks of your actions...
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The goal of 6-Sigma is to achieve consistent, reliable, repeatable performance in areas that affect effectiveness and efficiency. Effectiveness measures meeting the customer’s needs or wants and efficiency measures the cost of meeting customer needs or wants.  Let’s go through DMAIC from the customer’s viewpoint. 6-Sigma has five steps, summed up by the acronym DMAIC. In following, bullets are the traditional way of thinking in 6-Sigma and explanation below is the customer perspective. 1) Define the company’s processes and customer needs. Processes are the ways that companies take inputs, add value and deliver outputs. Every business organization is all about their...
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Customer centricity will impact your business performance more than any other initiative. Is this true or is this another business fad building on concepts that have been with us for decades? Read on – the results may surprise you! “The aim of Customer Centricity is to firstly know and understand the customer so well and then align every aspect of the company to delivering the necessary outcomes that the product or service fits him and sells itself” I CMG with a little help from Peter Drucker It sounds relatively simple until you examine in more detail the implications of what this...
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