Customer Journey Mapping (CJM)

• The "brown paper" exercise! In order to understand the big picture - working top-down; define the touchpoints, phases, personas, moments of truth, insights, data, metrics etc. for the current and planned CJM

Business Process Framework (BPF)

• This falls within the CJM scope but you may want this as an independent project

• Will include the overall process architecture/framework with the value chain at the top level, the end-to-end process flows, inputs/outputs, policies and metrics/SLAs, reporting, RACI and governance, business change/Organisational Change Management (OCM) etc. I can manage the project, work with your people and deliver this par excellence

• I can manage this as a project on your behalf as per the agreed scope

Process Capture and Improvement

• Part of the above; documenting your processes (As-Is and To-Be) as per the agreed method (a tool, e.g. ARIS) or even with Microsoft Visio if required

• Documenting the role, resources and responsibilities during and post-transition

• Sign off on the improvement initiatives

• Benchmarks (as an optional extra)

• Recommendation of the tool plus alignment (for workflow, sensible automation, RPA, AI etc.)

Documentation, Training, Tool Requirement Capture

• To scope the piece such that it meets all of your requirements for the engagement