Bad service appears to be on the increase… why? Could it be because organisations are forgetting about the needs of the customer or are not sufficiently involving BAs, Service Designers or Business Architects?

Debra Paul, Jonathan Hunsley and Mike Williams share a few ‘tales of woe’ and discuss some of their favourite trouble-shooting tools and techniques.

Techniques discussed include scenario analysis; business continuity; the ‘Zone of Tolerance’; exploring the voice of the customer; and the POPIT™ technique.

FURTHER RESOURCES

BOOKS

• ‘Business Architecture: A Comprehensive Guide’ by Jonathan Hunsley and Debra Paul, is available f ...