Pascal Ravesteijn

Business Customer eXperience Alignment Framework: Improving Customer Satisfaction

From the article: Globalization and technological innovation has led to an increasing competition between telecommunication service providers and has eroded traditional product- and service-based differentiation. One way to gain a competitive advantage is to create distinctiveness by improving customer experience in such a manner that it leads to higher customer satisfaction and loyalty. One of the drivers to improve the customer experience is the service interface. To improve this service interface, organizations must get insight into their customer interaction process. The amount of data about customers and the service provider processes is increasing and becoming more readily available for analysis. Process mining is a technique to provide insight into these processes. In this paper, a framework is presented to improve the customer satisfaction by alignment of the business service delivery process and the customer experience by applying process mining.

Blockchain-based Smart Contracts in Waste Management : A Silver Bullet?

From the article: Blockchain technology may have the potential to fundamentally change society and we might currently witness the dawn of a cryptographically secured trust-free transactions economy. One relatively unexplored application domain is waste management. Incorrect waste management practices may lead to illegal pollution or enable fraudulent transactions. Using a design science approach, we formulate problem areas and evaluate the applicableness of using a blockchain solution to mitigate the problems identified. Our results indicate that it is important that the organization and its infrastructure is prepared for the use of blockchain. There are several conditional challenges that must be overcome to realize blockchain technology’s full potential. Further research is needed in order to grasp a full understanding about the situations in which blockchain technology is beneficial or not.

Adaptation of enterprise architecture efforts to an agile environment

From the article: Agile ways of working have become mainstream, with many organisations practising a form of agile. Agile maturity among those organisations differs. In a research conducted by VersionOne Inc. (2016), 82% of the participating organisations stated to be at or below the level of ‘still maturing’. Existing agile and architecture methods have begun to incorporate some aspects of each other, with agile methods including architecting, such as the Scaled Agile Framework (SAFe), and architecture frameworks such as TOGAF (the Open Group Architecture Framework), adding agile elements (Poort, 2014). This study addresses the question how to shape the architecture function to effectively achieve compliance with architecture regulations, of solutions realised in an agile environment. To answer this question a multiple-case study was done, studying three different organisations. The findings are translated into seven propositions.