This document provides an introduction to systems thinking and its application to a customer accounts team. It discusses the origins and principles of systems thinking, focusing on understanding customer demand from a systems perspective. It then outlines the team's purpose and vision, key concepts like nominal value and failure demand, and tools like a data capture system used to monitor the system's performance and customer interactions over time in order to continuously improve outcomes. The goal is to apply a systems thinking approach to better understand and meet customer needs.
The teams were working on various projects to ‘transform’ the businesses.
They dove into a number of As-Is assessments that were lengthy, comprehensive and very large.
Hundreds and sometimes thousands of pages of materials were prepared, reviewed and approved by the SMEs.
With all this work and all this approval, the next steps, development & implementation, were sure things.
The resulting solutions proposals were all expensive and complex, with many, many person years of effort required to deliver the first version.
The original Business Requirements were skipped over to focus on the details of the new comprehensive processing solutions.
The customer (bill payer) was unhappy.
Conversion Optimization: The World Beyond Headlines & Button ColorOptimizely
Patrick McKenzie, Software Developer at Kalzumeus Software
You've run A/B tests.
You're long past the point where "Guess Which Alternative Won" articles teach you something useful.
- How do you get to the next level of conversion optimization?
- How do you get it to be a repeatable team effort?
- How do you retain organizational know-how about previous tests?
- How do you track conversions over more involved funnels?
- How do you keep the team onboard with testing for years at a time?
- How do you manage the engineering aspects of changes which are more in--depth than changing the marketing site?
This session delves into the "Here There Be Dragons" parts of the testing map. Patrick McKenzie, Software Developer at Kalzumeus Software and Bingo Card Creator, has helped a dozen companies through testing maps, and he presents some of the mistakes he's made so that you don't have to repeat them—and also a success or two.
Accelerating Learning is the key to unlocking the true potential of Agile. Often organizations implement the process aspects of agile/scrum but fail to find the key to unlocking its true potential. In this session we will explore 6 traps agile teams fall into which prevent learning and how to overcome them. We will demonstrate how a potentially shippable product increment is the key and how breaking work down, swarming, limiting WIP, and getting to done are imperatives. By accelerating learning we believe most organizations can deliver double the value in half the time.
Learn the basics of Lean Startup in this one-hour webinar , and discover how Minimum Viable Product, Innovation accounting, iteration and pivots can improve your management of uncertainty.
Technical Challenges In Offshore Software Development Jonathan Bardin
This is the presentation I gave at a conference organize by Technologic Arts Japan (June 2015). It illustrates the technical challenges we faced with Offshore software development between Japan and Vietnam and how Agile practice help us to address them.
The teams were working on various projects to ‘transform’ the businesses.
They dove into a number of As-Is assessments that were lengthy, comprehensive and very large.
Hundreds and sometimes thousands of pages of materials were prepared, reviewed and approved by the SMEs.
With all this work and all this approval, the next steps, development & implementation, were sure things.
The resulting solutions proposals were all expensive and complex, with many, many person years of effort required to deliver the first version.
The original Business Requirements were skipped over to focus on the details of the new comprehensive processing solutions.
The customer (bill payer) was unhappy.
Conversion Optimization: The World Beyond Headlines & Button ColorOptimizely
Patrick McKenzie, Software Developer at Kalzumeus Software
You've run A/B tests.
You're long past the point where "Guess Which Alternative Won" articles teach you something useful.
- How do you get to the next level of conversion optimization?
- How do you get it to be a repeatable team effort?
- How do you retain organizational know-how about previous tests?
- How do you track conversions over more involved funnels?
- How do you keep the team onboard with testing for years at a time?
- How do you manage the engineering aspects of changes which are more in--depth than changing the marketing site?
This session delves into the "Here There Be Dragons" parts of the testing map. Patrick McKenzie, Software Developer at Kalzumeus Software and Bingo Card Creator, has helped a dozen companies through testing maps, and he presents some of the mistakes he's made so that you don't have to repeat them—and also a success or two.
Accelerating Learning is the key to unlocking the true potential of Agile. Often organizations implement the process aspects of agile/scrum but fail to find the key to unlocking its true potential. In this session we will explore 6 traps agile teams fall into which prevent learning and how to overcome them. We will demonstrate how a potentially shippable product increment is the key and how breaking work down, swarming, limiting WIP, and getting to done are imperatives. By accelerating learning we believe most organizations can deliver double the value in half the time.
Learn the basics of Lean Startup in this one-hour webinar , and discover how Minimum Viable Product, Innovation accounting, iteration and pivots can improve your management of uncertainty.
Technical Challenges In Offshore Software Development Jonathan Bardin
This is the presentation I gave at a conference organize by Technologic Arts Japan (June 2015). It illustrates the technical challenges we faced with Offshore software development between Japan and Vietnam and how Agile practice help us to address them.
If your company needs to submit a Change Management Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/31JicTX
PMday 2015. Руслан Середюк “Managing customer expectations або чого вони всі ...Lviv Startup Club
PMday 2015. Руслан Середюк “Managing customer expectations або чого вони всі хочуть”
Сайт: http://pmday.com.ua/
FB: http://on.fb.me/1PNIhpI
IN: http://bit.ly/1l5SP7Y
Get A Rate Home Loans' Buyer Kit is a simple and comprehensive guide for home buyers. They can learn about home buying do's and don'ts, what to expect during the process, benefits of working with a NJ Direct Lender, real estate terms and other available resources to help them through the process.
Claim denials are costly. Learn the basics of establishing a strong denial management process and strategies to place your focus on denial prevention. Learn to reduce your costs associated with collection on your claims, reduce your days in AR and maintain a healthier Revenue Cycle.
Top 10 Medical Billing KPIs That Show Where Your Practice is Losing MoneyKareo
Kareo’s Billing Subject Matter Expert, Terri Joy, MBA, CPC, CGSC, COC, CPC-I, shares the 10 medical billing KPIs you need to know to prevent your practice from losing money.
Mindavation - Requirements Enoughness - when is enough enough?Haydn Thomas
“Analysis paralysis” – the perceived need to continue to examine possibilities and options, to ensure your requirements package is accurate, and complete, tempts many a business analyst. It results in delays and frustration, as business improvements are not realized in appropriate timeframes.
The opposite of analysis paralysis is the “I’ve got it syndrome”, when you think you understand fully and spend too little time capturing, understanding, examining and verifying requirements, leaving your business area wanting, with unfulfilled needs, or worse yet, doing damage to the business from misunderstood requirements.
So how do you avoid these two dangerous endpoints and determine when you have collected enough requirements, and have the understanding you need to produce business improvement? Haydn Thomas from Mindavation, will share the secrets, techniques and science behind determining requirements enoughness in an interactive and entertaining presentation.
Key Learning Outcomes
Participants will explore the following takeaways:
• Ensure an understanding of the overall requirements process
• Discuss who owns and determines requirements enoughness
• Why Alignment is so important to project success
• Review various approaches to requirements refinement
Localz ICurve Report: Understanding the IConomy Nimmity Zappert
Delivery carriers, retailers and field service busineses all compete in the Individual Economy, the IConomy. Localz researchers asked customers what was most important to them in their delivery experience.
Building Your Business Case for P2P AutomationTradeshift
Surveys have found that it often takes much longer to get approval for a project than it takes to implement the project once approved. Key to getting approval is putting together a document that provides compelling arguments for approval as well as making sure the appropriate people are involved in the approval process.
This is especially true for the procure-to-pay process, a notoriously difficult area to make a business case that accurately communicates the value of a P2P transformation. Fortunately, Jon Casher, a leading expert in the Procure-to-Pay and accounts payable will be providing some great insights.
During this webinar you will learn:
-Why you need a business case and what to include
-What needs to be done before putting together your business case
-How to identify the roles and responsibilities of the people involved in the approval process
-Resources to draw on to make the case
-Getting approval and ensuring success
QuickBase for the Outside World: Building for Field Users, Clients and VendorsQuickBase, Inc.
If your QuickBase apps don't serve workers in the field, mobile users, clients or vendors, you’re missing tremendous value, and we’ll show you how to get it. In this session, you'll learn how to integrate users outside of company headquarters to achieve seamless communication, visibility, tracking, and performance. This includes mobile and tablet users with work assignments, electronic signatures, approvals, scanning/QR codes, electronic payments, and more. Take QuickBase to the next level of power and value with these practices.
Chop Customer Churn! A webinar for SaaS companies, Sept 2013CustomerGauge
While customer acquisition is often the prime focus sales and marketing efforts for Software-as-a-Service businesses, customer retention is all too often consigned to an afterthought.
But churn is not a problem to be addressed only as the customer leaves.
How SaaS Businesses can convert Trial Customers into Paying Customers, will walk you through some simple yet powerful ways of reducing churn.
The discussion will include:
How you can bring the voice of the customer into the organisation using simple metrics such as the Net Promoter® Score.
How you can create internal processes to swiftly and effectively close the loop on customer issues.
How you can use feedback to incrementally improve your products around your customer needs.
If your company needs to submit a Change Management Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/31JicTX
PMday 2015. Руслан Середюк “Managing customer expectations або чого вони всі ...Lviv Startup Club
PMday 2015. Руслан Середюк “Managing customer expectations або чого вони всі хочуть”
Сайт: http://pmday.com.ua/
FB: http://on.fb.me/1PNIhpI
IN: http://bit.ly/1l5SP7Y
Get A Rate Home Loans' Buyer Kit is a simple and comprehensive guide for home buyers. They can learn about home buying do's and don'ts, what to expect during the process, benefits of working with a NJ Direct Lender, real estate terms and other available resources to help them through the process.
Claim denials are costly. Learn the basics of establishing a strong denial management process and strategies to place your focus on denial prevention. Learn to reduce your costs associated with collection on your claims, reduce your days in AR and maintain a healthier Revenue Cycle.
Top 10 Medical Billing KPIs That Show Where Your Practice is Losing MoneyKareo
Kareo’s Billing Subject Matter Expert, Terri Joy, MBA, CPC, CGSC, COC, CPC-I, shares the 10 medical billing KPIs you need to know to prevent your practice from losing money.
Mindavation - Requirements Enoughness - when is enough enough?Haydn Thomas
“Analysis paralysis” – the perceived need to continue to examine possibilities and options, to ensure your requirements package is accurate, and complete, tempts many a business analyst. It results in delays and frustration, as business improvements are not realized in appropriate timeframes.
The opposite of analysis paralysis is the “I’ve got it syndrome”, when you think you understand fully and spend too little time capturing, understanding, examining and verifying requirements, leaving your business area wanting, with unfulfilled needs, or worse yet, doing damage to the business from misunderstood requirements.
So how do you avoid these two dangerous endpoints and determine when you have collected enough requirements, and have the understanding you need to produce business improvement? Haydn Thomas from Mindavation, will share the secrets, techniques and science behind determining requirements enoughness in an interactive and entertaining presentation.
Key Learning Outcomes
Participants will explore the following takeaways:
• Ensure an understanding of the overall requirements process
• Discuss who owns and determines requirements enoughness
• Why Alignment is so important to project success
• Review various approaches to requirements refinement
Localz ICurve Report: Understanding the IConomy Nimmity Zappert
Delivery carriers, retailers and field service busineses all compete in the Individual Economy, the IConomy. Localz researchers asked customers what was most important to them in their delivery experience.
Building Your Business Case for P2P AutomationTradeshift
Surveys have found that it often takes much longer to get approval for a project than it takes to implement the project once approved. Key to getting approval is putting together a document that provides compelling arguments for approval as well as making sure the appropriate people are involved in the approval process.
This is especially true for the procure-to-pay process, a notoriously difficult area to make a business case that accurately communicates the value of a P2P transformation. Fortunately, Jon Casher, a leading expert in the Procure-to-Pay and accounts payable will be providing some great insights.
During this webinar you will learn:
-Why you need a business case and what to include
-What needs to be done before putting together your business case
-How to identify the roles and responsibilities of the people involved in the approval process
-Resources to draw on to make the case
-Getting approval and ensuring success
QuickBase for the Outside World: Building for Field Users, Clients and VendorsQuickBase, Inc.
If your QuickBase apps don't serve workers in the field, mobile users, clients or vendors, you’re missing tremendous value, and we’ll show you how to get it. In this session, you'll learn how to integrate users outside of company headquarters to achieve seamless communication, visibility, tracking, and performance. This includes mobile and tablet users with work assignments, electronic signatures, approvals, scanning/QR codes, electronic payments, and more. Take QuickBase to the next level of power and value with these practices.
Chop Customer Churn! A webinar for SaaS companies, Sept 2013CustomerGauge
While customer acquisition is often the prime focus sales and marketing efforts for Software-as-a-Service businesses, customer retention is all too often consigned to an afterthought.
But churn is not a problem to be addressed only as the customer leaves.
How SaaS Businesses can convert Trial Customers into Paying Customers, will walk you through some simple yet powerful ways of reducing churn.
The discussion will include:
How you can bring the voice of the customer into the organisation using simple metrics such as the Net Promoter® Score.
How you can create internal processes to swiftly and effectively close the loop on customer issues.
How you can use feedback to incrementally improve your products around your customer needs.
20. 20
"I WANT TO PAY" Fees
Invoices
Deposit Addition
Loan Service
Deposit Open
A-Account
"I WANT MY MONEY" Deposit Closure
Legal Completion
Stage Drawdown
"I WANT TO CHANGE MORTGAGE DETAILS" LOA
Address
Contact Details
Direct Debit
"I WANT INFORMATION" Deposit Account Statement
Mortgage Statement
Audit
Mortgage Structure
Bank Details
Maturity Date
Remove / Add Borrower
"I WANT A QUOTE" Illustrative
Expected
Maturity
"I WANT TO REPAY" Maturity
Partial Repayment
Early Repayment
Repaid Letter / Legal Instruction
"I WANT TO RESTRUCTURE" Deferral
Practical Completion
Running Covanent
"I WANT A DOCUMENT" LOA
Deeds
Copy Correspondence
VALUE
"I HAVE NOT RECEIVED" Notifications
Schedules
Goneaway
Statements
"I WANT TO COMPLAIN" Time Delays
Incorrect Information
Mis-sold mortgage
Chase Payment
Invoices
Audit
Mortgage Statement
Correspondence
Fees
Quote
LOA
Deeds / DS1
Deposit Account Statement
"YOU HAVE RECEIVED EXTRA MONEY" Refund
"YOU HAVE MADE A MISTAKE" Wrong Information
Accounting Error
Missing Correspondence
"I DO NOT UNDERSTAND" ERF
Correspondence
Mortgage Structure
"MORTGAGE IS IN ARREARS" A-Account
FAILURE
If you receive a demand which does not fit into a category, the tables above can be
amended and a new demand added.
