An on-line community contributing to coherent enterprise management practices

As professionals, we all aim to provide our customers with value. But our customers can change and are not always sure what constitutes value. In this issue we look at some of the contradictions in delivering customer value and some of the ways we may need to adjust traditional thinking.
Ying & Yang Issue
Feature articles...
Price of Speed
Many organisations are seeking to optimise their processes to deliver more functionality, faster AND at a lower cost. However, the objectives of faster delivery and lower costs; may in fact be in contention. Although the IT department responds to change requests quickly, overall it delivers less sof...
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Gen Y Customers
To understand what the next generation of our customers might be thinking, Alinement interviewed Rocky Scopelliti, who has done an extensive study on differences in generational experience of ICT service improvement. Rocky, as the General Manager, Industry Development for Financial Services at T...
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Certification & Value
 The CEO’s innocent announcement froze all in the room. "We need ISO 20000 certification!... we must demonstrate to our customer that we bring value to their business.” Wait. Did we hear value and certification in the same breath? How were we going to achieve that? Our last experience had...
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More articles...
Customer Value Customer Value
Coming from the IT world of 1’s and 0’s, technologists can sometimes see things in black and white, and struggle to reconcile both views. Certainly customer value is a variable which obviously depends upon the customer - their needs but also their maturity in knowing what is appropriate for thei...
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Intelligence & Value Intelligence & Value
To be competitive, business executives must draw business insights from the vast pool of raw data that is at their disposal and put those insights into better business use. Enterprises gain greater business values not simply by collecting and archiving raw data, but by analysing, understanding, corr...
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Needs vs. Wants Needs vs. Wants
A long time ago, in a distant galaxy, I was a young team leader on a project that was to generate standard customer letters using a complex combination of document fragments. The client needed the letters “immediately” but fortunately there was some flexibility as we were simply automating an ex...
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Bursting the Bubble Bursting the Bubble
My favourite definition of risk management is by Borge who states: “Risk Management means taking deliberate action to shift the odds in your favour - increasing the odds of good outcomes and reducing the odds of bad outcomes”. So with all these deliberate actions we’re taking, how do we know w...
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Book Review: Switch Book Review: Switch
For those of us who have been involved in Organisation Change Management for many years, we can be seduced by our favourite models and acronyms and over-intellectualise organisation change. From this rarefied position we can become divorced from the human fundamentals which drive our perceptions and...
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