Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt …
How Will It Work? The Future How Viewpoint.
In a previous article Business Analysis Viewpoints we discussed a number of ways of looking at systems. The intention of these viewpoints is to make it easier to see and …
BizOps – Enhancing DevOps with Continuous Business Feedback
IT organizations are increasingly adopting development approaches that allow for flexible and emergent requirements, faster development, automation of processes, frequent updates, and operational excellence. Agile development is one key aspects …
Unaccustomed As I Am To Public Speaking Part 5
This article in my series on Presentation Skills I am going to look at something that all presenters have to face and overcome… I’m talking about nerves, stress, the heebie-jeebies, …
Transforming Ideas Into Outcomes At Market-Speed – A Series of Four Articles on Investing in Change
How Ideas Turn into Outcomes The Outcomes Your Enterprise Creates Come From a Mash-Up of Many Ideas Let’s begin with how everything ends, and talk about outcomes. People create outcomes …
Every Transformation Needs A NED
In my experience life as a Non-Executive Director is a difficult balancing act. Staying close enough to the business to understand where it is and how it is working – …
The Danger Of Jumping To A “Solution” And The Importance Of Pre-Project Problem Analysis
We’ve probably all worked in situations where the word ‘problem’ is seen as a dirty word. This is understandable to some extent—after all, discussing a problem situation seems a lot …
Unaccustomed As I Am To Public Speaking Part 4
In my last post I discussed crafting the structure of a presentation. In this post I’m going to take you through some of my thoughts regarding how your deck should …
Ghosts Of Tom’s Past, Present And Future
The world is evolving, business is evolving, consulting is evolving. This will never stop. So those organisations that don’t constantly adapt will wither and die. Target Operating Model (TOM) design …
Have You Ever Jumped from an Airplane? Journey of Delivering a Complex Project/Program in Public Sector
Imagine – you’re on an airplane flying at 13,000 feet. From this perspective, the world below looks far away; objects on the ground are small and out of focus, clouds …
The World Doesn’t Need Another Roaring Twenties!
I was slow on the uptake, and it took me a while to realise why several people seemed to be going to parties dressed either as flappers or Al Capone …
Mind The Gap – Incorporating the Change Agenda Into Scaled Agile Approaches
We are looking forward to sharing our experiences and insights into the nuances around holistic change and how to incorporate it with scaled agile approaches. Too many agile approaches focus …
Measuring Business Process Performance
This was the question asked of me recently: “If you separately set KPIs for each of the processes in a process architecture, how do you know that they are properly …
Exploring The Bond Between Business Analysis & UX At The Business Analysis Conference Europe 2019
I recently presented a workshop at the Business Analysis Conference Europe 2019 by the industry group International Institute of Business Analysis (IIBA) where an illustrator created this image summarizing the …
The NESTT – Rapid Process Redesign at Queensland University of Technology
The digital age has triggered a shift from an economy centered around people to an economy of people. As a consequence new customer engagement channels, business models, revenue streams, sourcing …
5 Vital Aspects of Smooth Change Management When Implementing New Software
Changes to business software and underlying business processes will elicit a variety of responses from employees. Many will embrace change, while others will resist. A significant part of change management …
Top 6 Business Process Modeling Mistakes and How to Avoid Them
There are many examples of very good business process models out there. They can be found in academic sources, online, tutorials, and product demonstrations. However, in the real world … …
How To Easily And Consistently Map Life Event Journeys
We look at life event journey mapping – what it is, and how we standardise the maps across different life events. At the DTA, we have been exploring life events …
The Secret to Successful Process Change: Design for Value
Leah is leading the design of a new case management system for five different social services areas that often serve the same clients. Currently each service area operates as a …
What Customer First Strategies Really Are (And what they’re not!)
Everyone is talking about customer first strategies and why they are important. However, walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. …