How long does it take you to do what your customers want? Not just the first part, but the whole of it? 1. The Pattern I see this pattern commonly replicated across service industries. It involves a very short spike of activity (e.g. 5-20 minutes) followed by a lengthy delay where something is sent to…
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KFC has a radio commercial playing over the last few weeks, but I’m struggling to understand what it means. I understand the words but they’re contradictory, even within the commercial spot itself. I’m left wondering what the business motivation is behind commissioning that ad slot. What was the intention? The Content Here are some of…
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I’m going to use GDPR as an example of how prioritised goals can make a big difference in how an organisation responds to change. I’ve no wish to jump on the consultancy bandwagon that is GDPR; I’m definitely no expert on the subject. However, GDPR will serve as a good example in this content as it’s…
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Some companies are immature in their approach to customer relationship management (CRM), but at the heart is a desire to get something for free. And that’s wrong. The scenario You look around a shop, you pick something up, take it to the checkout, wait in a queue. You notice that the queue is moving slowly,…
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I simplistically take the view that Service Design is the concepts and methods of Design Thinking applied to making services work better for their customers. It’s a definition that works in the circles I most commonly move in, i.e. directors, programme directors, etc. It allows me to set the stage in which service design and…
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In Black Sheep or Shepherd, I introduced the idea that Business Architecture isn’t aligned with Enterprise Architecture as well as we may expect from looking at traditional structures for Enterprise Architecture. I’ve had several conversations about that topic since, all raised by the person I was talking with, rather than me asking them. And we’re…
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