1) eStrategy for Development Principles & Tactics – Examples in PR
http://www.moe.org.ir/_ICT/Documents/Session6-7%20BPR%20Basics.pdf
2) Slice and dice
http://whatis.techtarget.com/definition/0,,sid9_gci212997,00.html
3) Groupon
http://www.groupon.hk/faq
4) Youtube
http://www.youtube.com/
Subject:Discuss on 'Minding the Process' of redesign Principles
Response:
The remaining type of redesign principles is the the 'minding the process' which refers to the changing knowledge management around the process.
There are three principles in 'minding the process':
- Analyze and Synthesize
- Connect, Collect and Create
- Personalize
Principle #8 - Analyze and Synthesize
This principle refers to enhancing the interactive analysis and synthesis capabilities around a process to generate value added. Both executors and customers of the process become more knowledgeable and enable better outcome of the process.
The common tactics are:
- Provide “what-if” capabilities to analyze decision options.
- Provide “slice and dice” data analysis capabilities that detect patterns.
- Provide intelligent integration capabilities across multiple information sources.
Case Study:
Citibank is an example to illustrate this principle, they provide investments service to the customers and there is a regular review to fine tune the strategy to help customers to achieve goals. There is what-if conditions included in evaluating the financial situation of the customers and help design a unique portfolio for the customers.
This principle refers to the Capture intelligent and reusable knowledge around the process through all who touch it. To be clear, the principle means 'Connect people, collect input and create new knowledge'.
The common tactics are:
- Define procedures to collect this knowledge
- Create expertise maps & yellow-pages related to the project
- Build knowledge repositories that can be reused to enhance the performance of the process
2. Create physical/virtual spaces for storing this knowledge
- Develop FAQ database through process doers
- Create knowledge sharing spaces for interactive dialogues around the process
Case Study:
Groupon is an example illustrating this principle, there is a FAQ function provided by the website, people can click on it and read those frequently asked question to search the answer of the problems he is facing. In fact, the FAQ is a pool of frequently asked questions asked by the customers, it is a FAQ database developed through collecting the questions.
Principle #10 - Personalize
Personalize is to make the process intimate with the preferences & habits
of participants. By building a system or practice that can study the buying preference or habits such as a personal profile, the process can then be modified following the customers' behaviors in order to make the services more personalized.
The common tactics are:
- Learn preferences of customers and doers of the process through profiling
- Insert business rules that are triggered by personal profiles
- Use collaborative filtering techniques
- Keep track of personal process execution habits
Case Study:
Youtube is a good example illustrating the principle of personalize. When a person is watching a video. There is a list of recommendations that related to the video that the persona is watching, the audience can then quickly click on the related video to continue watching. This is a personalize service provided for the audience since it will give a recommendation based on the audience' interest.
In conclusion , there are many companies actually applying the redesign principles of minding the process in their business.
- Correctly reflect the Lect content
回覆刪除- Good to support with some examples; Yet more and clearer discussion is expected; e.g. City bank example, how does it provide the "what-if" analysis fn to customer?
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Mark: Average