Using information to support the entire customer journey

Previously The customer journey  begins when she becomes aware of your existence and never ends, though it is at its most fruitful when she places an order and subsequent orders. Previously we discussed the folly of looking at “Last Click” as the beginning of this purchase journey, the reality is that it began some time … Read more

What to watch out for when researching and testing journeys

Previously: Why you need to pay attention to customer experience What to watch out for when researching and testing journeys 1. Last Click  can be a costly mistake The customer journey does not begin with the last click before they visited your ecommerce site. No assumption could be more damaging than this one. You need … Read more

When is a business case not a business case (part two)

A key to building a rock solid business case is to understand the relationships between requirements, features, benefits and risks and to take a methodical approach to evaluating likely ROI as a key part of the process.

Business rules, Process rules, Process, Data, different viewpoints on requirements.

To fully understand requirements it is necessary to break them down and consider each on it’s own merit. First of all requirements come from different viewpoints and these angles must be fully considered.
The key viewpoints to consider are: Business rules, Processes, Process rules, Data rules and models, Operating environment internal and external, Culture, Skills, Adaptability.

Getting the mountain to Mohammed

Few IT professionals have any grasp of the difficulty facing a business person who needs to stay abreast of tough competitors and try to win competitive advantage via IT without understanding how IT works sufficiently to make the right decisions.
Few people in business have any appreciation of exactly how complex and demanding a job it is to ask them what they want, give it to them and get a “thank you, that was great.”

IT investment for the small businessman and novice.

1. It investment should never cost you money, it is an investment and the ROI should be clear.
Build a business case professionally and then invest with confidence.
The question to ask is; who would you rather trust with your capital, your own business, some investment bank, or maybe a fund manager?

Where has all the money gone? – you wouldn’t believe it

Don’t let this reference to red tape fool you. It is mission critical to understand the difference between vital process and red tape and it’s not always immediately obvious.
The key to cost cutting in any area is knowing what to cut. The word we are after is waste, but even that can be misleading. In the world of Lean everything outside of the critical value adding moment is deemed to be waste, but nobody imagines that you can eliminate most of it let alone all.

Requirements gathering the first big mistake.

Many seasoned project managers will start off a project by sending out his business analysis team to carry out requirement gathering.
Sometimes this is the right thing to do, in particular you should do this when you have a successful proven process that you want to automate using IT. Requirement gathering then educates the IT people responsible for system design (the features) on what they need to achieve.

This is a different scenario

Contract negotiation and on we go

A shock for the project manager

In the last instalment we discussed the way in which a vendor had been chosen that near total disregard for the goals of the project in the course of making that decision. Now we will look at what happened after the decision was made.

UAT – me, how do I do that?

The problem with C Image via WikipediaOTS purchases and traditional testing methods is just that.
Well, it’s just that the methods were designed for a world where teams of engineers spent months writing code and then began to stabilise it and introduce it slowly into the business environment until it was a stable release and a good match for the tightly defined requirements. At least that was the theory,

Delivering benefits is no longer about getting a system signed off

(Who’s minding the shop?) This blog is an attempt to stimulate discussion and understanding of the balance of responsibility for delivering business benefits from IT investment. It is now fairly widely recognised that this is not as simple as choosing a system, getting it working and reaping the benefits, but as yet we can call … Read more