In this article, I would like to share with you a handful of process development tools I have used within organisations such as BP, BT, O2 and Camelot to help consider a holistic view of process. By this I mean that the approaches consider,
- Their context within the business; how they can support delivery of the strategic vision and
- Their interaction and integration with the other elements of the functional architecture. For example, how the skills, roles, measures and IT mutually support each other.
The tools are discreet and flexible encouraging engagement with the strategic aims of the department and driving us to consider the integration of the different elements of strategy, process, people and IT.
About the author
Alison Zakers is a Customer Management consultant and executive coach. Following an MBA at Cranfield, she worked at Accenture within the CRM team. She has worked across consulting, project management and operational roles, where she has managed and developed innovative Customer Management capabilities. She specialises in translating strategy to pragmatic operating models integrating process, organisation and I.T. Alison lives in Nantwich, Cheshire with her husband and two children.