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

WorkFit Product Customer Journey Customer Experience

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.

The Business Architect Business Architecture Capability Model WorkFit Product

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 Capability Model WorkFit Product

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

How to Avoid an Overcommitted Organization

WorkFit Product S2E Agile Scrum PMO EPMO

I was struck by the juxtaposition of two articles on the front cover of the Sept-Oct issue of Harvard Business Review. At the top of the cover is GE CEO Jeff Immelt’s article on leading transformation – by all

5 Ways to Improve Your Customer Experience

WorkFit Product Customer Journey Customer Experience Improve

More and more of today’s business transactions require customer involvement in the product or service.  Customers now print and scan their own airline and movie tickets, perform banking transactions, and order just