Author: Jen Galloway
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One Customer Record * Four Processes
A customer experiences one relationship. Inside the organization, four processes use the customer record for different work: Sales records the agreement, Operations delivers what was promised, Accounting records the financial result, and Customer Support helps the customer when a question or problem occurs. Those processes do not need to use the same screen or even…
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Trace the Work Before You Try to Fix It
A request for new software usually begins with a real problem. A team may be re-entering the same information, correcting invoices, rebuilding reports, or relying on one person to remember what happens next. The problem is real. The proposed solution may still be premature. People describe the part of the work they can see. A…
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Define the Requirements Before You Compare Tools
Once the organization understands how the work is actually performed, the next step is to define what the improved process must accomplish. Software evaluations often begin too soon, with a list of products. Teams compare features, watch demonstrations, and ask which platform is most capable before agreeing on the business result, decisions, information, handoffs, and…
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A Dashboard Cannot Fix an Undefined Measure
A dashboard can make information easier to see. It cannot decide what the information means. When leaders disagree with a report, the immediate request is often to change the dashboard. Sometimes the presentation is the problem. Often the disagreement began much earlier, with an undefined measure, inconsistent source data, or a business rule that exists…
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An Integration Moves Data. It Does Not Decide Which Data Is True.
An integration moves data from one place to another. That can remove manual entry, reduce delay, and make information available to the people and systems that need it. It does not decide which data is true. When two applications disagree, the technical connection cannot resolve the business decision unless the organization has already defined the…