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Relationship Management Startup Event Wednesday 29 July 2009, Aston Business School Alan Paull, APS Ltd. SLRM Landscape Study: http://tinyurl.com/ltn9ns. Practical benefits of systems thinking diagramming process modelling techniques

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Relationship management startup event wednesday 29 july 2009 aston business school

Relationship Management Startup Event

Wednesday 29 July 2009, Aston Business School

Alan Paull, APS Ltd

SLRM Landscape Study: http://tinyurl.com/ltn9ns


Relationship management startup event wednesday 29 july 2009 aston business school

  • Practical benefits of

    • systems thinking

    • diagramming

    • process modelling techniques

  • Derived from the Landscape Study of Student Lifecycle Relationship Management

  • Q & A


Relationship management startup event wednesday 29 july 2009 aston business school

Definition of a system:

A set of components interconnected for a purpose


Relationship management startup event wednesday 29 july 2009 aston business school

Sign‐graph diagram showing the effect of induction activities on retention


Relationship management startup event wednesday 29 july 2009 aston business school

Control model


Relationship management startup event wednesday 29 july 2009 aston business school

Image from Daniel Whiteside, Sterrett, Alabama


Relationship management startup event wednesday 29 july 2009 aston business school

  • A sequence of activities followed by individuals in an organisation to achieve a goal.

  • Alternatively:

    Who does what, when and how.


Relationship management startup event wednesday 29 july 2009 aston business school

The journey:

Discovery – review documentation; review any existing models.

Interrogation –communicate with staff who carry out activities and/or have responsibility for them.

Preliminary understanding – reflect on the “intelligence” already collected.

Modelling – produce a tentative model and diagrams to illustrate it.

Authentication– reflect the model back to the staff for amendment, clarification and confirmation.

Telling– informing others of our findings by creating visualisations of the model.

“The important thing is to understand what you’re doing, rather than to get the right answer.”

Tom Lehrer, 1965


Relationship management startup event wednesday 29 july 2009 aston business school

From “Enterprise Architecture at Work”, Marc Lankhorst et al.


Relationship management startup event wednesday 29 july 2009 aston business school

QUESTIONS?

Relationship Management Startup Event

Wednesday 29 July 2009, Aston Business School

Alan Paull, APS Ltd


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