Customer-facing process redesign means changing the way businesses interact with their customers to make things easier, faster, or more enjoyable for them. It involves reviewing and improving steps that customers experience directly, such as placing orders, getting support, or making returns. The goal is to remove obstacles, reduce waiting times, and create a more satisfying…
Category: Digital Transformation
Front-to-Back Process Reviews
Front-to-Back Process Reviews are systematic checks that look at every step of a process from its starting point to its conclusion. The goal is to understand how work flows through each stage, identify any gaps or inefficiencies, and ensure all parts are working together smoothly. This type of review helps organisations improve accuracy, reduce risk,…
Digital Service Blueprinting
Digital service blueprinting is a method used to visually map out the steps, processes, and people involved in delivering a digital service. It helps teams understand how customers interact with a service and what happens behind the scenes to support those interactions. This approach identifies gaps, pain points, and areas for improvement, making it easier…
SOP Updates in Transformation
SOP updates in transformation refer to the process of revising and improving Standard Operating Procedures when an organisation is undergoing significant change, such as digital upgrades or new business processes. These updates ensure that the day-to-day instructions employees follow are accurate, relevant, and aligned with the new ways of working. Keeping SOPs current helps minimise…
Business Continuity in Change
Business continuity in change refers to the ability of an organisation to keep its essential operations running smoothly when facing changes such as new technology, restructuring, or market shifts. It involves planning and preparing so that disruptions are minimised, and critical services continue without major interruptions. The goal is to ensure that the organisation can…
Hypercare Management
Hypercare management is a focused period of support provided after launching a new system, product, or service. It ensures users have immediate help to resolve any issues and that the transition goes smoothly. This stage typically involves dedicated teams monitoring performance, addressing problems, and collecting feedback to make quick improvements.
Cutover Planning
Cutover planning is the process of preparing for the transition from an old system or process to a new one. It involves making sure all necessary steps are taken to ensure a smooth switch, including scheduling, communication, risk assessment, and resource allocation. The aim is to minimise disruptions and ensure that the new system is…
User Acceptance Planning
User Acceptance Planning is the process of preparing for and organising how users will test and approve a new system, product, or service before it is fully launched. It involves setting clear criteria for what success looks like, arranging test scenarios, and making sure users know what to expect. This planning helps ensure the final…
Adoption Metrics
Adoption metrics are measurements used to track how many people start using a new product, service, or feature over time. They help organisations understand if something new is being accepted and used as expected. These metrics can include the number of new users, active users, or the rate at which people switch to or try…
Training Needs Analysis
Training Needs Analysis is the process of identifying gaps in skills, knowledge, or abilities within a group or organisation. It helps determine what training is necessary to improve performance and achieve goals. By analysing current competencies and comparing them to what is required, organisations can focus resources on the areas that need development.