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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

Alan Paull, APS Ltd

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


  • Practical benefits of

    • systems thinking

    • diagramming

    • process modelling techniques

  • Derived from the Landscape Study of Student Lifecycle Relationship Management

  • Q & A


Definition of a system:

A set of components interconnected for a purpose



Control model activities on retention




The journey: organisation to achieve a goal.

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



QUESTIONS? et al.

Relationship Management Startup Event

Wednesday 29 July 2009, Aston Business School

Alan Paull, APS Ltd


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