Aggregated enterprise architecture wisdom
In the previous post I introduced the notion of shearing layers – taken from Stewart Brand’s book “How Buildings Learn”. In this one I am going to look at how having better data can possibly affect the “Stuff” layer.For example, shopping habits on the …
We discussed Who is Your Customer? in my previous post, now it is time to start to think about what services we deliver to our community. After running an exercise on identifying our customers and the categories they fit in, we started to work on the services we deliver to our University community. The IT […]
The post What are Your Services? appeared first on Enterprise Architecture in Higher Education.
Who is Your Customer? This may be easy for many businesses especially if they are selling consumer goods. If you ask any service organization at a University, the standard response is “Students are our main customers”. The rationale here is that without our students, we wouldn’t have a university. At a very high level this […]
The post Who is Your Customer? appeared first on Enterprise Architecture in Higher Education.
If we provide a service that is a monopoly or natural-monopoly, how should we relate with those who use our services? What’s the most appropriate metaphor to use, to guide our decision-making? I’ve been thinking hard about this for quite…
Understanding how to handle customer needs and expectations is critical to success. From better service levels to lower costs to new, innovative product offerings, the pressure is on for organizations to go above and beyond. And, as consumerization continues its exponential growth, organizations need to find better ways to meet the ever-changing demands of their […]
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I was in a great session at SGHE Summit Conference facilitated by my good friend Brian Knotts (@brian_knotts) titled the Future of ERP. The discussion began with a suggestion from me that our higher education institutions need to find ways to become &#…
In its nature, new client on-boarding is prone to error. For example, to bring on a new customer a financial services firm often goes through redundant, manual paper-intensive processes – producing bottlenecks so large that it takes several weeks, or even months, for a customer to be fully integrated. The process, while seemingly effective at […]
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Who is the customer, in a business model?
That’s perhaps not as simple as it sounds. I’ve been working on a long how-to post on using Business Model Canvas in a non-profit context, and realised that even in a commercial context it can get very messy once we move outside of the relatively simple ‘world’ that […]
Guest post by Brian Saperstein One of the more fascinating organizational challenges I’ve worked on with clients lately relates to an organization’s online interactions with its customers. The online customer channel is seen by some as a marketing vehicle, some view it as a service channel while others view it as a strategic driver of new business. Since the online customer channel is so dependent on information technology, IT also enters the discussion as it […]
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In some recent posts, I have talked about embedding different forms of intelligence in a business process. Intelligence may make the process more powerful, or it may merely make it more internally efficient. But in the examples I’ve looked at so far, t…
An enterprise operates at several different tempi. For example
A retail chain has one tempo aligned to the customer visiting the store, a longer tempo for purchasing and logistics, and a longer one still for planning and establishing new stores
A mili…
Nick Malik recently gave the Zachman Framework (ZF) a death sentence because it does not have a row for ‘customer’ – making the assumption that any and all EA frameworks that do not recognize the customer as some kind of…