Vous naviguez dans des changements complexes d’architecture d’entreprise. Comment vous assurez-vous que les attentes des clients sont satisfaites ?

💬 Open Communication: Maintain regular, open lines of communication with clients to understand their needs and expectations. Regular updates and discussions help in managing expectations and addressing concerns early. 🤝 Align Objectives: Ensure that there is a clear understanding of the project’s objectives and how they align with the client's business goals. This alignment helps in setting realistic expectations and achieving desired outcomes. 🎯 Clarify Scope: Clearly define the project scope, deliverables, and timelines with the client. Avoid ambiguities to prevent misunderstandings and ensure that both parties have the same expectations.

Besides the engagements on getting client's input, ongoing sharing, feedback etc., it is critical to engage them in co-creating the future state as this will ensure that adoption becomes easier and they have invested in the success...

Think of client dialogue as the foundation of a building - it supports everything else. By fostering open communication, we create a living blueprint that evolves with client needs. It's like having a GPS for your project; constant feedback helps you navigate the twists and turns of change, ensuring you reach your destination together.

According to my experience you also have to understand their as-is, sometimes you have the recipe but it each implementation must be align with the situation of each company and the communication and understanding is key to make progress in the right direction

Be aware: Business Architecture is not only about business! As per my experience, it is cruicial for a business architect to have a profound understanding about the application landscape and the overall project portfolio. Only by understanding what impact a re-defined or even new business function has on the application landscape (especially the legacy system), you can realistically estimate timelines and provide transparency to your stakeholders.

🛠️ Develop a Change Strategy: Create a comprehensive change management plan that outlines how changes will be implemented and communicated. This plan should include risk management and mitigation strategies. 📈 Educate Stakeholders: Provide training and resources to help stakeholders understand and adapt to the changes. Education helps in reducing resistance and ensuring a smoother transition. 📅 Manage Transitions: Implement changes in a phased manner, if possible. Phased transitions allow for adjustments based on feedback and minimize disruption to business operations.

Business Architecture bridges the gap between business strategy and execution by aligning strategic objectives with business functionality, which is since the rise of EAM crucial in agile times

When I led a major system overhaul for a client, I realized that effective change management was crucial to meeting their expectations. I remember a time when we encountered unexpected technical challenges, which could have derailed the project. To minimize disruption and resistance, I made sure to communicate openly with the client, providing clear timelines and deliverables while remaining flexible to adjust them as needed. I also took the time to educate them about both the benefits and potential challenges of the changes. This transparency not only set realistic expectations but also fostered trust and made the client feel more invested in the outcome.

Use OBASHI to get a good perspective of what are you dealing with. The old people, process, product, platform and information

🤝 Engage Key Stakeholders: Involve key stakeholders in the planning and decision-making processes. Their input is valuable in shaping the direction of the changes and ensuring their needs are addressed. 💬 Regular Updates: Keep stakeholders informed about the progress and any potential issues. Regular updates help in managing expectations and gaining support for the changes. 📣 Feedback Integration: Actively seek and incorporate feedback from stakeholders. Their insights can help in refining the approach and ensuring that the changes meet their needs.

🗨️ Implement Feedback Channels: Establish mechanisms for gathering and addressing feedback throughout the project. This could include surveys, interviews, or feedback forms. 🔍 Monitor and Respond: Continuously monitor feedback and respond to concerns promptly. Addressing feedback in a timely manner helps in keeping the project on track and meeting client expectations. 📊 Analyze Feedback Trends: Look for patterns in the feedback received to identify recurring issues or concerns. This analysis helps in making informed adjustments to the project.

🛠️ Test Changes: Implement pilot programs or trials to test the changes on a smaller scale before full deployment. Pilots allow you to identify potential issues and make adjustments before a wider rollout. 🧩 Evaluate Results: Assess the results of the pilot programs and gather feedback from participants. Use this information to refine the changes and address any issues before broader implementation. 🔄 Iterate and Improve: Make necessary adjustments based on pilot results and feedback. Iterative improvements ensure that the final implementation meets client expectations and performs effectively.

During a recent project, we implemented a new customer service platform for a client. To ensure a smooth transition, we conducted a pilot program with a select group of users. This trial helped us identify potential issues and gather valuable insights. After the pilot, we evaluated the results and collected feedback, revealing that users struggled with the new interface. Based on this feedback, we made several adjustments, simplifying the design and improving navigation. This iterative process of testing, evaluating, and refining was crucial, allowing us to address issues early and meet the client's expectations. The client appreciated our approach, which minimized disruptions and ensured a smoother rollout.

🌟 Monitor Performance: Continuously track the performance of the changes and compare it against client expectations and project goals. Regular monitoring helps in identifying areas for improvement. 🔍 Refine Processes: Use performance data and feedback to refine processes and enhance the overall effectiveness of the changes. Continuous improvement ensures that the changes remain relevant and effective. 🚀 Adapt to Evolving Needs: Stay adaptable and responsive to any new or evolving needs of the client. Flexibility in adapting to changes helps in maintaining client satisfaction and achieving long-term success.

🧑🤝🧑 Build Strong Relationships: Foster strong, trust-based relationships with clients and stakeholders. This can enhance collaboration and support during complex changes. 🌐 Understand Business Impact: Have a clear understanding of how the changes will impact the client’s business operations and objectives. Ensure that the changes align with their strategic goals. 📉 Risk Management: Develop and implement a risk management plan to address potential challenges and disruptions. Proactive risk management helps in minimizing negative impacts. 🎯 Set Realistic Expectations: Be realistic about what can be achieved within the project’s constraints. This helps in avoiding disappointments and maintaining client satisfaction.

Be particularly aware and plan for disruptions which cross organizational and political boundaries. It is at these critical junctures that change will prosper or dissolve.