If Jimi Hendrix Visited the RMV...

Customer Experience Transformation

He might have asked, “Are you [customer] experienced?”, but then again, probably not.  One thing he would have most likely agreed with, though, is that nearly all of us have   had  a Registry of Motor Vehicles

Good Customer Experiences...Starts and Ends with Good Business Processes

Customer Experience WorkFit Product

Creating good customer or constituent experiences is the difference between great companies and all others. What is a great experience? My working definition: a great customer experience delivers the outcome the

How to Drive Greater Value from Business Architecture? A Question Behind a Question.

Business Architecture Capability Model WorkFit Product The Business Architect

How do you measure the value of business architecture?  This is a constant question I get from our customers. It is also proven to be quite a challenge to answer. My response has changed over time as Business

WorkFit Basic for SharePoint

The Business Architect Business Architecture WorkFit Product Capability Model

How many companies are still using spreadsheets to manage their process/capability inventory?  Most organizations started with Microsoft Excel and have struggled to socialize the business value of capability-based

Five Ways to Fail at Business Architecture

Most business architecture analysts and pundits (including me) focus on how to succeed at business architecture. And indeed, most of what I have written has concentrated on how to succeed and sustain a business