Astimen's Blog of KM Telecom

Knowledge Management and Business Process Integration Learning

Outside in process approach and eTOM in Customer Centric Enterprise

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There are two process approachs, inside out and outside in. We need both of them. However in general people tend to think and act based on inside out approach. Think and Create best solution and deliver it to their customer in one way without assurance it will be match with customer satisfaction and need. In fact we don’t know what exactly customer need and wants based on complex and dynamic relationship with all aspect that affect customer especially in this social network and third generation knowledge management.

Customer Centricetom


Two things have changed. First, Outside-In today extends far beyond identifying opportunities. While full scale OI starts by aligning strategy with customers,it continues by next aligning process with strategies and then technology with process. In that order. More specifically, following opportunity identification OI determines “what” work has to be done by “who” in order to turn opportunity into reality. This strategic step defines organizational change as well as changes to workflow and information flow. Then OI defines “how” the work should be done and the technology enablement required, the tactical side. Not only does Outside-In expand the scope of customer-centric thinking to include implementation; but it also stretches traditional boundaries of process to include the “what” and the “who” plus technology support–beyond just addressing the “how.” And that’s why we call it “Outside-In Process.”

The second change is the volume of Outside-In occurring. A number of organizations have already completed the migration from “inside-out” (company-centric) to Outside-In (customer-centric). Others are opportunistically starting to migrate. And some laggards within their own industries have moved or are moving defensively, to avoid the fate of Circuit City, CompUSA, WAMU (Washington Mutual Bank), General Motors and Northwest Airlines–all notoriously inside-out companies insensitive to customer needs (Dick Lee )





eTOM has complete end to end process with 5th decomposed process outcome’s level that can be used as process map to identify process scope that should be improved based on Customer Need and Succesfull Customer Outcomes (SCO). One of practice methode is CEM Methode (Customer Experience Management Methode) developped by BP Group that means of improving existing business processes or designing new business processes to align with customer needs. It works by focusing each process on a specific customer outcome to be achieved, and by designing the process from the outside of the organization to the inside of the organization, hence the term commonly used “outside-in”. By the systematic analysis of three key components inherent to every process, organizations can achieve greater customer alignment. CEM Method combines three key components are Moments of Truth (Customer interactions), Breakpoints (hand-offs) and Business Rules (decision points). We aim to eliminate or improve these three components to bring them into alignment with the process’s successful customer outcome.

CEMetom

Proper combination between eTOM and CEM Method will create new outside in approach in telecom industry that force enterprise to be Customer Centric Enterprise faster than inside out approach effectively. We now should put eTOM Process Framework as a map scope that can be used to improve truly based on SCO, not as an inside out complex subjective design and implementation. There are two fundamental option to achieve customer outcomes to be customer centric organization. Remove not useful process or improve them with suitable step dealing with dynamic complex customer need, wants and expectation.

Read The Outside In Corporation by Barbara E Bund Google Book …
Read Outside-In Process: The New Path to Customer-Centricity …
Read Outside-In Process Improvement and Innovation for 21st century leading companies …
Read High Yield Method Building Customer Centric Organization …
Read Customer Experience Management Methode (CEMMethode) BP Group …
Read The Center for Creative Leadership handbook of leadership development Google Book
Read Linking Process, Procedures & Business Requirements to Successful Customer Outcomes …
Read Identifying customer needs …
Read Identifying And Fulfilling Customers’ Needs And Expectations …
Read Assessing the service needs and expectations of customers – no longer a mystery …
Read Enterprising nonprofits: a toolkit for social entrepreneurs Google Book Page 210 …
Read Building great customer experiences By Colin Shaw, John Ivens Google Book …
Read Customer Experience: Future Trends and Insights By Colin Shaw Google Book …
Read The DNA of customer experience: how emotions drive value By Colin Shaw Google Book …
Read Revolutionize your customer experience: Colin Shaw Google Book …
Download Moments of Truth Make every customer interaction a Profitable one BPG pdf …
Read Successful Customer Outcomes by Steve Towers and SCO New Thinking
Read Four distinctly Outside-In ways that you can rethink process by Steve Towers …
Download and read Turbo charge your business by aligning with successful outcomes BPG pdf …
Read Successful Customer Outcomes : New Answers to Old Questions BPM …
Watch Interview of Steve Towers about “Outside In” Perspective …

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Written by astimen

November 28, 2011 at 6:02 am

eTOM and Shadow System

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Knowledge Management is such of nutrition for the enterprise to survive, grow and sustain. It is not only best track to make firm bigger from Small Medium Enterprise (SME) to be large enterprise however we need such of shadow system to ensure firm can life in a long time with providing valuable product and service. eTOM provide on end to end process in Enterprise Management Group Process called Knowledge and Research Management. This process provide shadow system as knowledge based layer behind legitimate system processes that clearly shown and decomposed from organization level, group level and individual level. We can focus to measure KPI of end to end process and perform negative feedback loop and single loop learning as business system layer activity based on formal rule and encourage shadow system with subject Matter Expert (SMEs) involved to perform positive feedback loop to increase “energy” and double loop learning with knowledge creation based on chaos creativity. This two different cycle should promoted and managed with flexibility leader in proper field align with corporate vision, culture and technology that tag tacit and explicit knowledge.

etom shadow

Read Positive and Negative Feedback Loop
Read Knowledge Management in Small Medium Enterprise pdf …
Read Interaction of the Legitimate System and the Shadow System in Organisations pdf …
Read organizations and the dynamics of the environment by Rob Dekkers Google Book …
Read Engineering and product development management: the holistic approach by Armstrong Google Book …

Written by astimen

August 26, 2011 at 3:19 am

Building Corporate Learning Center based on eTOM

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Corporate Learning Center is one valuable initiative about employing learning as critical weapon in the fight of organization’s success. It is about strategies, tactics and people. It is about special individual who makes things happen and the tools and techniques they employ, handling a proactive organizational performance-focus role to deliver benefit of learning (David Mackey,Siân Livsey, 2006)

learning change livsey

Read on page eTOM Learning Center …

Written by astimen

August 8, 2011 at 4:53 am

eTOM and Enterprise Risk Management Control System

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Refer to dynamic strategy as a consequence of dynamic business value relationship in open system, firm should integrate output’s and outcome’s KPI with Risk Control system to mitigate situation and knowledge flow to keep survive, growth and sustain. Harmony combination cycle between strategic Capability and Production Capability that can be aligned with generative learning process is one of effective internal response towards competitive environment that should be managed in trade off point of risk and opportunity. Acquiring process of production capability should involved both of KPI’s achievement and risk level that should be mitigated as part of single loop and double loop learning by subject matter expert and other value relationship management. eTOM has provide effective three dimension to map and locate risk, identify, measure, monitoring and control risk and KPI to create feedback, structure knowledge and target it dealing with proper time, resource and outcome.

COSO ERMKnowledge engine etomsingle loop and double loop learning

Enterprise risk management is a process, effected by an entity’s board of directors, management and other personnel, applied in strategy setting and across the enterprise, designed to identify potential events that may affect the entity, and manage risk to be within its risk appetite, to provide reasonable assurance regarding the achievement of entity objectives. eTOM provide Core process of Enterprise Risk Management in Enterprise Management Process Group that have several lower level such of Business Continuity Management, Audit Management, Security Management, Insurance Management, Fraud Management, Revenue Assurance Management and IT Infrastructure Library dealing with risk management. We can provide effective measurement for monitoring and controlling KPI and Risk indicators in suitable ontological process level to mitigate risk in proper process, owner, knowledge and problem solution relationship.

The illustration title is “COSO ERM Framework,” and its source is COSO’s report entitled Enterprise Risk Management – Integrated Framework, dated September 2004. Enterprise Risk Management (ERM) requires an entity to take a “portfolio” view of risk that examines the entire organization, from the enterprise level, to a division or subsidiary, to the level of a single business unit’s processes. The figure consists of eight interrelated components on the front, which are integral to the way management runs the enterprise. The components are linked and serve as criteria for determining whether ERM is effective. This illustration is a three dimensional cube that has interrelated components that will be described from the top, front, and side. The four areas across the top from left to right are Strategic, Operations, Reporting, and Compliance. The eight front components from top to bottom are Internal Environment, Objective Setting, Event Identification, Risk Assessment, Risk Response, Control Activities, Information & Communication, and Monitoring. The five areas on the side from back to front are Subsidiary, Business Unit, Division, and Entity-Level (www.nysdot.gov/recovery-transparency/coso-model-internal-controls-longdescription)

Read COSO Enterprise Risk Management Framework pdf …
Read Enterprise Risk Management Overview …
Read ERM and Value Chain Process Mapping …
Read Enterprise Wide Risk Management …
Read Start Your Enterprise Risk Management Process with Diligent Risk Planning …
Read Organizational Learning and managing change and conflict …

Written by astimen

August 3, 2011 at 4:54 am

eTOM and Organizational Capability for Performance Improvement

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Performance is defined by value results, accomplishment, or contribution of an individual/team or an organization, regardless of preferred or mandated processes (Gerson and Watkins, 2007). Organization should create such of capabilities to improve performance to win the business dynamically. Organizational Capability is ability of a firm to manage the people to gain a competitive advantage. Building organizational capability focuses internal organizational processes and system on meeting customer need and ensures that the skill and efforts of employees are directed toward achieving the goals of the organization as a whole. In this way employees become a critical resource for competitiveness that will sustain itself over time (Ulrich and Lake, 1990). eTOM has complete process decomposition that can be used as proper starting domain to implement suitable change management and intevention program to improve organization capability from individual and group level towards organization level dealing with improved performance outcome. We can start from organizational level output and outcome scoring to make sure all core stream end to end process running well to achieve performance target. With comparing to competitor for judgement in competitive advantage value of internal process, we can decompose lower level of chosen stream to domain functional processes and scoring output and outcome dealing with end to end process to identify performance’s gap and create single and double loop learning as program intervention.

NDC Performance Gap MeasurementNGOSS

Based on Workflow Analysis we can create Root Cause Analysis to identify core problem to be solved with generative learning of value relationship between six enabler such of raw input (material and information), human resources, tools (device and ITs), processes, output and outcome in three dimension readiness, alignment and integration. Initial observation can be done by using baldrige scale of process (Apporach (25), Deploy (50), Learning (75) and Integration (100)), and output-outcome (Level (25), Trend (50), Compare (75) and Integration (100)). eTOM based on enterprise value chain is easy process framework that provide value relationship about domain process dealing with other process vertically and horizontally for enterprise to make such of differentiation in core process and create knowledge in lower level to group and individual level in optimum alignment as common enterprise’s problem in shared meaning, effective measurement and performance management dynamically.

Vrio Framework

Refer to Competitive Advantage based on VRIO Framework (Value, Rarity, Imitability and Organization), there are three element dealing with how to organize enterprise to build competitiveness and exploit resource and opportunities such of control system (financial and culture), reporting and coordination and compensation policy. Building KPI feedback and knowledge of outcome result based on core process from organization level towards lower level process intervention of generative solution to control performance in one of essential initiative today as social network era and control flow of third generation of knowledge management. eTOM will provide large span scope and aspect of analysis control with speed of knowledge and value creation from individual’s level to organization’s level with their complex value relationship management as knowledge flow qualitative and quantitative business process to enterprise.

Read Organizational Capability:competing from the inside Ulrich adn Lake Google Book…
Read Performance By Design Gerson and Watkins Google Book …
Read The SAGE Handbook of Organizational Behavior: Micro approaches Barling and Cooper Google Book…
Read Link to Strategy enabling the agile enterprise Dennis Stevens …
Read People Capability Maturity Model (PCMM) from IQMS …
Read Human Capability Development Dr Marcus Bowels pdf …
Read Work Design Theory review and critique with implication of HR Development by Torraco …
Read internal analysis pdf …
Read Implementation of VRIO Framework doc …
Read single loop and double loop learning by Apin Talisayon Blog…
Read Diagnostic tools for learning organizations by Raili Moilane pdf …

Written by astimen

July 30, 2011 at 5:34 pm

eTOM and Gestalt knowledge relationship visualization approach

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eTOM provide process decomposition in generic “what should we do” from zero level to 3rd level with functionality domain and end to end stream process for value creation through product and services. This holistic to atomic model can be used to provide spatial decision support (SDSS) based on knowledge relationship and gestalt human perception in learning process and improve competitive advantages. This approach can promote steps toward learning organization start with shared vision or shared context such of value creation based on personal mastery, team learning, mental model and system thinking. Rigid organizational structure that blocks knowledge’s flow in each sub system of core stream process can be normalized to be enabler of readiness, alignment and integration produce valuable outcomes. Visualization and integration between processes, information, knowledge, output, system and outcomes should be a part of creating solution in each level’s problem, shared it to all involved Subject Matter Experts (SMEs). This problem acquisition should be done before, during and after processes execution and restructuring in suitable package, inject them to proper target in dynamic business environment. eTOM can be promoted as complete taxonomy and processes area maps than shown indicators of problem solution as speed knowledge creation that embedded in product, service and system. It provide learning area as value judgment of enterprise’s differentiation among social network relationship management. We can create a lot of context and personalize SDSS to align and restructure all perceptions in proper level such of strategical, tactical and operative to assure and maintain all processes will be integrated in competitive advantages.

Performance Management Dashboard

Proper SDSS based on eTOM stream processes will affect of Human Resource’s perception of process integration to create outcome rather than out liner task that perceived as a whole. This experiential learning will improve proximity and continuity level of Job Characteristic Model (JCM) dimension such of Task Identity and Task Significance. Integration dashboard of SDSS with suitable process level context and KPI will improve feedback and autonomy dimension to build knowledge of result and responsibility and meaningfulness of work. This situation should be enabler of value creation based on knowledge value chain–journey of knowing what, where, when toward knowing why, how and who–with subjective value judgment (differentiation), relational, practice on aesthetic willingness.

Read Generation Supporting System based on Anchor and Gestalt Theories, Yang-Lee pdf …
Read A New Framework to study Decision in Organization: The Decisional Fit Model Lebraty-Sanchez pdf …
Read Gestalt approach problem solving, representation and restructuring, Goldstein, google book…
Read Gestalt principles of form perception by Mads Soegaard …and Robert Graham Website …
Read Humanistic Psychology and Gestalt approach …
Information dashboard design: the effective visual communication of data Oleh Stephen Few Google Book …
Read Performance dashboards: measuring, monitoring, and managing your business by Wayne W. Eckerson Google Book
Read Logos processing, perception and association pdf …

Astimen PHP Process Simulator (free-ap2s) and Knowledge Value Chain

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Today is knowledge and social network era based on Third Generation Knowledge Management (TGKM) that force all nodes in world wide create value in relationship management dynamically. Speed of “know how” creation can not overcome complexity informations flows that change all context as a feedback to us how to respond effectively to survive and growth. However all of this “flows of knowledge” is the biggest resource should be connected as value creation based on personalized context in delivery service and product. It’s free on the clouds to be integrated in continuous shared value that help each other embodied this learning to internal processes to keep sustain. One of them is NGOSS framework based on OOAD (Object Oriented Analyzed and Design) as standard Operation Support System of Business Value Chain combine with free open source software for starting journey of learning organization.

integration framework

Integration need approach, deployment and learning as a combination among activity, data/information, human resource, IT Tools, Output and Outcomes. Sometimes it’s a difficult to create value in processes because it will depend on IT’s as a mandatory enabler in this era dealing with Return Of Investment (ROI). However value of integration itself are stream processes from individual, group and organization level as differentiation area that can not be standardized, however should be created by processes owner.

free-ap2s from aesthetic process to system

This Free Astimen PHP Process Simulator (free-ap2s) is one approach to address this situation to provide simple package that allow process owner focus in creating value processes with all other enabler for free. Process owner will shared their model to others and enrich new approach, simulate them before deployment based on suitable and measurable enterprise application package.

Read and Get Shared free-ap2s Source Code and join this Learning Journey….

Written by astimen

April 21, 2011 at 6:48 am