This course 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 course deals with the development of digitalized processes and services. It does not address digital strategies or digital architecture directly.
The Digital Challenge
Process Methodology Response
Understand: Stakeholders, Vision and Scope
Analysis: Modelling and Analyzing the Process
Customer Process Experience Baseline
Design the Process and Capabilities#
Culture and Behavioural Change