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$1,195.00 CAD
Overview
Whether private or public sector, the demand is skyrocketing for organizations to provide digitalized services for their customers. Well-designed solutions appear seamless and are in tune with customer expectations for the right service delivered through a simple, intuitive interface whenever and wherever they want. Going digital, however, cannot be the sole objective. Digital technology alone will not solve a business problem. Comprehensive digitalized capability must be tackled in the context of an omni-channel world that can involve human and robotic agents, machine learning and cyber-based intelligent support interchangeably in a comprehensive process. Digitalizing requires professional analysis and design of the end to end experience. Due to interconnectivity of all the actions required and the absolute need for 100% data integrity it is even more important to connect all the dots between our customers and our business operations in the front office and the back. This is not a problem that Lean techniques will solve nor will ‘Agile’ development be able to handle by itself. To be done well, we have to apply disciplined approaches including large parts of marketplace understanding, business architecture and integrated design of many solution domains required for the processes to work. Business architects and business designers must still follow a sound set of repeatable practices using renewed methods of process analysis and design adapted for opportunities in a digital world.
This seminar will address what degree of process work is required for today’s organizations striving to establish digital business capabilities to optimize the end to end customer journey and leverage resources in the most effective manner. It will emphasize the customer aspects of the challenge given that customers are no longer recipients of what we do but are key actors with us in doing it. They are a part of newly conceived business processes in partnership with us. We have to design shared processes with them in mind.
This class deals with the development of digitalized processes and services. It does not address digital strategies or digital architecture directly.
This class will be of benefit to professionals and managers of all types involved with designing and developing digitalized business processes.
The Digital Challenge
Examples: Uber, AirBnB and other usual suspects
Process Methodology Response
Case study Workshop: Developing your concept model
Understand: Stakeholders, Vision and Scope
Example: Ordering of customized confectionery
Case study Workshop: Analyzing the Stakeholders
Case study Workshop: Defining the North Star
Analysis: Modeling and Analyzing the Process
Case study Workshop: Analysing the current capability
Customer Process Experience Baseline
Case study Workshop: Developing the Customer Journey
Digital Inspirations
Example: Mortgage Decisioning Redesign
Design the Process and Capabilities
Example: Justice System peer to peer case resolution
Case study Workshop: Designing the digitalized process workflow
Case study Workshop: Validating with the process scenarios
Case study Workshop: Defining the digitalized process capabilities and resources
Culture and Behavioural Change
Example: Board of Directors Digitalization
Implementation Options
Delivery
Course duration is 2 days.
Course training material: applicable supporting course material and documentation including (but not limited to) student hand-outs, reference material, exercise material. Students will retain the complete course manual and exercises including suggested solutions and receive a certificate for successful completion.
Complimentary refreshments and snacks are provided throughout the day. Lunch is not provided. Internet access is available on-site.
Language
Delivery of the course, instruction, training material and handouts will be in English only format.
View Terms and Conditions:
https://closereach.ca/pages/training-terms-and-conditions
