The process implications of #Brexit Post author By Ian Gotts Post date 24 June 2016 Categories In Process Mapping There are many huge implications; financial, political but I woke up thinking about the practical. There are huge number of cross-border processes that need to be reengineered – or even reinvented. Remember that it was 1973 when the UK joined the EU, so no-one except Iceland who left in 1992 understands what it is like…
Blind men, an elephant and staggering results Post author By Ian Gotts Post date 21 June 2016 Categories In Business Analysis Why is it so hard to get corporations to deliver consistent operational processes? Maybe this parable will help. Four blind men surround an elephant. Each is grabbing the elephant in a different place. Someone asks each of the blind men in turn “What’s an elephant like?” The blind man holding the elephant’s tail says, “An elephant is like…
#CXfail You couldn’t make this up Post author By Ian Gotts Post date 15 June 2016 Categories In Article [READ TIME: 1 min] A genuine post from a friend on Facebook. It’s a sad reflection of business nowadays is that my major accomplishment today was getting to speak to someone at VirginMedia that was able to use a telephone and find out the problem with our order. He also managed to retain my number and call…
SaaS’s dirty little secret Post author By Ian Gotts Post date 14 June 2016 Categories In Business Analysis Gartner research by Christian Hestermann titled SaaS ERP Only Reduces Part of the Effort Needed to Implement and Operate Your ERP spells out what many of us involved in SaaS implementations have known for a long time. Just because the application (ERP, CRM or other line of business app) is cloud or SaaS doesn’t mean that…
Business is slowing down Post author By Ian Gotts Post date 30 May 2016 Categories In Article [TIME TO READ: 2 mins] Picture: Illustration by Andras Baranyai for Fortune I am sitting under an umbrella outside a Peets Coffee shop on my super-light Macbook connected to free wifi with access to all my apps and content through a browser – on a public holiday. I am at work whilst waiting for my son…
Daddy, are you still at work Post author By Ian Gotts Post date 30 May 2016 Categories In Career [READ TIME 2 mins] A simple enough question. My children understand that if I am in my office, or I walk into the house after a business trip and am on the phone that I may still be at work. Have you noticed that the term “I am at work” has become a meaningless term for…
3 simple questions Post author By Ian Gotts Post date 25 May 2016 Categories In Article The starting point A client asked me to work with them to review their process for Customer Success. They sent me their 6 page Powerpoint deck with their process documented and it was pretty good. For client confidentiality I have “sanitized” the BEFORE and AFTER process diagrams. BEFORE: Below is the sanitized process that I was…
Simple mistake x social media = PR nightmare. Post author By Ian Gotts Post date 20 May 2016 Categories In Business Analysis Simple mistake x social media = PR nightmare You have probably heard about “the Sainsburys 50p challenge poster”. If not you can read about it here. In summary, a poster intended to encourage staff to get customers to spend just 50p more, was put up in a store window. Another recent example was Salesforce’s recent #NA14 5…
Small businesses deserve great processes Post author By Ian Gotts Post date 12 May 2016 Categories In Article The issue for small businesses is: at what point do you move from heroic actions by staff to get the job done, to more formalized processes that enable effective, consistent Customer & Employee Experience. Which in turn enables growth. The answer is always “too late”. This is because process/BPM is never a priority. What tips…
