RBI, not ROI. Searching for unicorns. Post author By Ian Gotts Post date 28 February 2015 Categories In Career [READ TIME: 3 mins] Rethinking ROI Everyone has heard of ROI – Return on Investment. Every business case has some calculation that shows that the project will have a positive ROI. Once the project has been signed off and the software purchased, then the ROI is often forgotten. No one is there monitoring the return…
Your change strategy: 4 options Post author By Ian Gotts Post date 22 February 2015 Categories In Business Analysis Change is frightening, but a critically important competency For many, change is frightening, threatening and therefore it is resisted at all costs. It is that old pain versus pleasure thing. People act to eliminate pain and bring pleasure. Therefore, to drive effective change, you need to make the new world look more pleasurable than the…
CX is still the Wild West : interview Post author By Ian Gotts Post date 15 February 2015 Categories In Business Analysis [READ TIME: 5 mins] More and more companies are recognizing the value of creating a unique and exceptional customer experience. New roles like the “Chief Customer Officer” and “Chief Digital Officer,” are emerging as companies invest in aligning processes, technology and communications to better serve the customer. But it is all the hoopla about customer…
BPM should focus on the money Post author By Ian Gotts Post date 11 February 2015 Categories In Business Analysis [READ TIME: 2 minutes] BPM focus BPM is normally associated with streamlining back office functions and cost reduction. But this is the wrong focus. BPM activities should be focused on driving business growth if it wants to be seen as a valuable part of business strategy. Business growth is about gaining new customers and keeping…
Conference calls in real life: timesuck Post author By Ian Gotts Post date 2 February 2015 Categories In Career We all know the value of remote working. Many of the benefits you know, plus some that you may not have considered are in a blog called “Daddy are you still at work?”. But a necessary evil of remote working is the conference call. And with it there are 3 major issues 1. Protocol: Surely…
“Daddy are you at work?” Post author By Ian Gotts Post date 31 January 2015 Categories In Career “Daddy, are you still at work?” 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…
Social media can’t fix business problems Post author By Ian Gotts Post date 30 January 2015 Categories In Business Analysis Social media amplifies the good and bad Social media is a great vehicle for reaching more people. So instead of fixing problems, it in fact it AMPLIFIES them. So if you have a customer experience issue, then using social media to fix it is like putting lipstick on a pig. It may work for a…
PEXWeek “the future is fast” video Post author By Ian Gotts Post date 19 January 2015 Categories In Business Analysis The recent PEXNetwork conference in Orlando brought together process professionals to think about the future and the role process has to play. This was the opening video… which does a great job of setting the scene. The future is difficult to predict, and the video highlights the benefits of Google Glass, just as Google announce…
