Business of IT (Extra 5) Flashcards
If it turns out that the customer doesn’t like the design or navigability of a popular retailer’s website while attempting to place an order, their experience is more of a __________ one, as another customer might find the design pleasant and easy to navigate. Such an experience would be _____________ measurable through a feedback survey.
Subjective CX
Encourage a focus on value among the entire staff, Focus on value during normal operations as well as during improvement activities, Focus on value is necessary during every step of any improvement initiative, Know how service consumers use each service.
Applying the Principle (Focus on Value) :
Base your decisions for how to proceed on information that’s as accurate as possible, Whenever possible, it’s always best to obtain relevant data from primary sources to avoid assumptions which, if proven unfounded, could be disastrous to timelines, budgets, and the quality of results. Measurement is important to the principle, however, it should support—not replace—what’s observed.
Start Where You Are :
(1) Each iteration should be both manageable and managed, to ensure that tangible results are returned in a timely manner and built upon to create further improvement, (2) Improvement iterations can be sequential or simultaneous, according to the requirements of the improvement and the resources available. (for ________ = No improvement iteration occurs in a vacuum).
Progress iteratively with feedback :
Comprehend the whole, but do something, The ecosystem is constantly changing, so feedback is essential, “Fast” does not mean incomplete.
Applying the Principle (Progress iteratively with feedback) :
(understanding the flow of work in progress, identifying bottlenecks as well as excess capacity, uncovering waste = ways to promote visibilty).
Collaboration does not mean consensus, Decisions can only be made on visible data.
Collaboration and Promoting Visibility
Services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management, In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analyzed and planned for.
Where possible, look for patterns in the needs of and interactions between system elements, Automation can facilitate working holistically, Collaboration is key to thinking and working holistically.
Think and Work Holistically
When analyzing a practice, process, service, metric, or other improvement target, always ask whether it contributes to value creation, When designing or improving service management, it’s better to start with an uncomplicated approach and then carefully add controls, activities, or metrics when they’re truly needed.
Keep it simple and practical
Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable (principles = simplify and/or optimize before automating, define your metrics, use other guiding principles when applying this one …
Optimize and Automate
(1) Evaluation = The evaluation of the organization, its strategy, portfolios, and relationships with other parties. The governing body evaluates the organization on a regular basis as stakeholders’ needs and external circumstances evolve. (2) Direction = The governing body assigns responsibility for and directs the preparation and implementation of organizational strategy and policies. Strategies set the direction and prioritization for organizational activity, future investment, and so on. Policies establish the requirements for behavior across the organization and, where relevant, suppliers, partners, and other stakeholders. (3) Monitoring = The governing body monitors the performance of the organization and its practices, products, and services. The purpose of this is to ensure that performance is in accordance with policies and direction.
Governance Activities :
