Search a title or topic

Over 20 million podcasts, powered by 

Player FM logo
Artwork

Content provided by AssistKD. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by AssistKD or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Player FM - Podcast App
Go offline with the Player FM app!

Mind The (Service) Gap

25:01
 
Share
 

Manage episode 519484342 series 3333807
Content provided by AssistKD. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by AssistKD or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Bad service appears to be on the increase… why? Could it be because organisations are forgetting about the needs of the customer or are not sufficiently involving BAs, Service Designers or Business Architects?

Debra Paul, Jonathan Hunsley and Mike Williams share a few ‘tales of woe’ and discuss some of their favourite trouble-shooting tools and techniques.

Techniques discussed include scenario analysis; business continuity; the ‘Zone of Tolerance’; exploring the voice of the customer; and the POPIT™ technique.

FURTHER RESOURCES

BOOKS

ARTICLES

COURSES

  • Visit the Free Learning section of Assist’s Learning Zone for a choice of free short courses – with a course dedicated to POPIT™️. 
  • AssistKD offers a wide choice of business training.

BA BREWS

  continue reading

111 episodes

Artwork
iconShare
 
Manage episode 519484342 series 3333807
Content provided by AssistKD. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by AssistKD or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Bad service appears to be on the increase… why? Could it be because organisations are forgetting about the needs of the customer or are not sufficiently involving BAs, Service Designers or Business Architects?

Debra Paul, Jonathan Hunsley and Mike Williams share a few ‘tales of woe’ and discuss some of their favourite trouble-shooting tools and techniques.

Techniques discussed include scenario analysis; business continuity; the ‘Zone of Tolerance’; exploring the voice of the customer; and the POPIT™ technique.

FURTHER RESOURCES

BOOKS

ARTICLES

COURSES

  • Visit the Free Learning section of Assist’s Learning Zone for a choice of free short courses – with a course dedicated to POPIT™️. 
  • AssistKD offers a wide choice of business training.

BA BREWS

  continue reading

111 episodes

All episodes

×
 
Loading …

Welcome to Player FM!

Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.

 

Copyright 2025 | Privacy Policy | Terms of Service | | Copyright
Listen to this show while you explore
Play