2010 June | Enterprise Architecture in Higher Education

CAEAP Publishes EA Professional Practice Guide

Jun 242010

The Center for the Advocacy of the Enterprise Architecture Profession (CAEAP) published a collaborative work called the Enterprise Architecture Professional Practice Guide (EA PPG). This is the first draft abstract for the EA PPG.

I joined the CAEAP when it was formed in 2009. I have the honour working with an excellent group of people as a contributor to this work over the past 6 months as a Chapter Lead. Special mention goes to the leadership of CAEAP for creating the vision for the Professional Practice Guide. Special mention to my friend, Bob McIlree (@rmcilree) who took over the Project Management reigns and was instrumental in getting this document published.

The statement of purpose of the EA Professional Practice Guide is:

The purpose of the Professional Practice Guide for Enterprise Architects (the Guide) is to clarify the definition of enterprise architecture and establish a basis for enterprise architecture to mature as a profession. The Guide seeks to serve this end by becoming:

The definitive resource for enterprise architects to use in advancing their own practices;

The contract between the enterprise architect and the public (e.g., stakeholders, executives, customers, the general public) they serve; and

A crucial and comprehensive reference set of information for educators.

The Guide identifies professional practices that enterprise architects internalize and diligently use in their work. It also addresses the public’s expectations regarding the enterprise architects as representatives of the profession and their individual ability to answer to the problem space that enterprise architecture fulfills.

Here is the table of contents for the EA PPG:

Section 1: The Profession

1. The Professional Enterprise Architect

2. Standards of Acceptance for ?Professional? Designation

3. Capabilities of the Professional Enterprise Architect

4. Opportunities for Recognition

5. Education and Certification

6. Apprenticeship

Section 2: The Practice

7. Establishing an Enterprise Architecture Practice

8. Growing a Practice

9. Maturing the Practice

10. Branding and Marketing

Section 3: The Public

11. Legal Environment

12. Framework and Methodology Accreditation

13. Education Accreditation

14. Assessment beyond Certification

15. Working with Clients

16. The Enterprise Architecture Community

We (CAEAP) are seeking your constructive feedback on the EA PPG. You can provide feedback on the CAEAP website at this link.

Managing Customer Service Expectations with Information

itsm 6 Responses »

Jun 202010

Do your customers understand how to get service from your organization?

Do your customers understand what to expect from the services you deliver?

Are your customers frustrated and upset when they interact with your Service Desk?

Recently, I was on the customer end of service delivery. It got me thinking about what we could do better in order to deliver quality customer service. Here is my tale:

My doctor wrote an order for me to get some x-rays. I arrived at the radiology lab and took a number and waited to be called. After a short period, the receptionist called my number, took my details and asked me wait for my x-ray. There were about 20 people in the waiting area. As time went by, all the people in the waiting area who were there when I arrived were called in as well as a group of people who arrived after me. I waited patiently for 30 minutes, then 45 minutes getting more and more agitated. I felt like I was not being treated fairly and that made me angry. Finally, when someone arrived 50 minutes after me and was called in for their procedure, I approached the receptionist and asked if they forgot me. The answer I got blew me away …

No sir, we did not forget you. There are 4 queues and the order that people arrive in is not the order they are served in.

Well, I could have avoided a good half hour of annoyance had someone told me that!! Never in the process (verbally or written) was I informed that once I was registered, that there were multiple queues. All I had to was the information I could see … everyone but me was getting service! So I happened to be in the slowest queue but what blew me away was how my frustration was reduced once I knew that I was being treated fairly (very slowly but fairly). I went back to reading my book and my name was called and I got my x-ray.

My experience at the radiology laboratory highlighted the power of information and communication with our customers. This is exactly what we should provide our clients/customers in service organizations. While we may have implemented service management systems that show a person the status of their request, we almost never show them where they are in the queue (or queues!). Imagine the impact on our clients if we could show them not only the status of their request AND where they were in relation to all the other requests in the queue or queues. This does pose a challenge for service delivery organizations because we would have to become more open and transparent about how we do our business. Our ability (or inability) would be exposed for all to see! Read more...