Processes in Practice: It’s the Customer Journey that Counts
Rob Davis examines six characteristics of a good customer experience. What is common to all of them is that they are all determined by the efficiency and effectiveness of business processes. To measure how your organization`s processes perform Rob proposes that you test the customer experience. And, he provides two useful tools to help you do so—the Customer Journey Model and the Cycle of Service Diagram.
Rob Davis
Rob Davis is Global Solutions Manager for Enterprise BPM at IDS Scheer AG and a Senior BPM consultant with IDS Scheer UK (Ltd). He is an internationally recognized expert in Business Process Management (BPM) and the practical use of the ARIS Design Platform.
Previously, Rob worked for British Telecom (BT) where he was responsible for selecting and implementing ARIS in a large scale implementation. Rob has built extensive experience with all aspects of BPM and specializes in providing consultancy on BPM, process modeling and design, architecture and frameworks, process governance, and integrating process and IT design. Rob has written three definitive books on the practical use of ARIS Design Platform for BPM. For more information see http://www.rob-davis.co.uk.
Latest posts by Rob Davis (see all)
- Process in Practice: Process is not always WISIWYG - September 3, 2013
- Processes in Practice: Process in the Digital Revolution - May 7, 2013
- Processes in Practice: Process for the People or Just the Experts - January 8, 2013
- Processes in Practice: If You Are Not Modeling Data, How Do You Know Your Processes Work? - July 3, 2012
- Processes in Practice: Managing your Risks by Managing your Processes - March 6, 2012
