Why Can't Microsoft Make "Soft" Packaging?Written by Eileen McDargh, CSP, CPAE
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And what does this hidebound, 81/2" x 11" x 2" box contain: a CD! I trembled thinking it too would be wrapped in that plastic that yields to neither man nor woman. Thankfully, innocuous little CD was without wrapper. Good thing. My scream would have reverberated in hallowed halls of Bill Gate's Washington mansion. It's pain enough to upgrade software without going through physical machinations of opening a #$%^& box. Moral of story: The customer's experience is everything. Don't let packaging ruin their day. (c) 2003 by Eileen McDargh. All rights reserved Reprint rights granted to all venues so long as article and by-line are used intact.
Eileen McDargh is an author, radio commentator, organizational development consultant, professional speaker and retreat facilitator. Author of four books including Work for a Living & Still be Free to Live and The Resilient Spirit and a frequent contributor to numerous business journals. Visit her web site http://www.eileenmcdargh.com or contact her toll free at 877-477-4718.
| | Function Modelling - What Is ItWritten by John Owens
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***************************************************************** For an e-book detailing stages of function modelling go to: www.smart-training.co.uk/shop.htm ***************************************************************** Mechanisms and Functions ***************************************************************** Mechanisms are means by which functions are carried out. One of most common errors in Function Modelling is to mistake mechanisms for Business Functions. The second most common error is to compound first by continuing to model mechanisms as opposed to identifying and modelling underlying Business Functions. A prime example of this is mechanism 'Produce Invoice', which is nearly always modelled instead of two Business Functions it represents, namely 'Charge Customer for Product Supplied' and 'Request Payment from Customer'. Another set of mechanisms that are often mistakenly modelled as Business Functions are those based on reports. The mechanism 'Print Month End Sales Report' is a good example as it invariably appears on function hierarchies but it is not a Business Function but will be used by business to perform a function. When faced with this situation you must ask business "what do you use this report for?". You might get a reply such as "It tells me what value of product we sold in each sales area". This gives you function, namely: "Analyse Sales of Product by Sales Area" Here are more examples of functions and mechanisms. Mechanism: ring customer with appointment· Function: Make Sales Appointment with Customer Mechanism: write to customer to make appointment· Function: Make Sales Appointment with Customer Mechanism: produce month end report· Function: Analyse Sales by Value for Specified Period Function: Analyse Sales by Product Type and Region for Specified Period Mechanism: produce invoice· Function: Charge Customer for Product Supplied Function: Request Payment from Customer Mechanism: send chasing letter to customer· Function: Request Payment From Customer Mechanism: pass order form to warehouse· Function: Authorise Dispatch of Product Function: Function Catalogue The function catalogue is one of most powerful models that a business can have - for many reasons. It is in essence a catalogue of all of essential activities (functions) of business. The most effective way to display catalogue is in form of a function hierarchy as shown on right. (Diagram visible in HTML format - See End of Article)***************************************************************** Terms ***************************************************************** We can use diagram to explain some basic terms for function hierarchies. 1 = Root Function 2 = Grouping Function 3 = Atomic (or Leaf) Function ***************************************************************** Elementary Business Function ***************************************************************** An elementary business function (EBF) is a function which, once begun, must be completed or, if not completed, must be undone. EBF's are what a business does on a day-to-day basis and may or may not be Atomic functions on hierarchy. Business process models should only be drawn using EBF's. ***************************************************************** For an e-book describing how to build Function Catalogue and reasons why it is so powerful go to: www.smart-training.co.uk/shop.htm ***************************************************************** Summary ***************************************************************** oFunction modelling is foundation of all business modelling. oKnow your functions and you know your business. oA business function (=function) is what business ought to be doing. oA function is not a department. oA function is not a process. oMechanisms are means by which functions (the what) are carried out - they are how. o The Function Catalogue is most powerful model a business can own ***************************************************************** If you would prefer to receive and read this article in HTML format, complete with coloured diagrams, then please send an e-mail with "Request for Article 502 HTML" in Subject line to: articles@smart-training.co.uk ***************************************************************** John Owens, author of this article and creator of Integrated Modelling Method (IMM™), can be contacted at: john@smart-training.co.uk ***************************************************************** For more detailed information on Integrated Modelling Method(IMM™) and e-books on all of models and techniques described in this article are available at: www.smart-training.co.uk ***************************************************************** John Owens Principal Consultant SMART Consultancy & Training Services Ltd Tel: +44 (0)1707 655981 Mobile: +44 (0)7734 935 635 e-mail: john@smart-training.co.uk
John specialises in developing and training in the latest structured methods and techniques in business analysis. It is this specialisation and John's wealth of experience, that has inspired him to develop and publish the Integrated Modelling Method - IMM. This is currently taking the form of e-books, seminars, training courses and consultancy.
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