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: Technology Strategy
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…
Contingency Planning
Contingency planning is the process of preparing for unexpected events or emergencies that might disrupt normal operations. It involves identifying possible risks, assessing their potential impact, and creating detailed plans to respond effectively if those situations occur. The goal is to minimise damage and ensure that essential activities can continue or be quickly restored.
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…
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…
Operational Readiness Reviews
Operational Readiness Reviews are formal checks held before launching a new system, product, or process to ensure everything is ready for operation. These reviews look at whether the people, technology, processes, and support structures are in place to handle day-to-day functioning without problems. The aim is to spot and fix issues early, reducing the risk…
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…