Relationship Management Startup Event Wednesday 29 July 2009, Aston Business School

1. Relationship Management Startup Event Wednesday 29 July 2009, Aston Business School Alan Paull, APS Ltd SLRM Landscape Study: http://tinyurl.com/ltn9ns

2. Practical benefits of • systems thinking • diagramming • process modelling techniques • Derived from the Landscape Study of Student Lifecycle Relationship Management • Q & A

3. Definition of a system: A set of components interconnected for a purpose

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

7. Control model

8. Image from Daniel Whiteside, Sterrett, Alabama

10. A sequence of activities followed by individuals in an organisation to achieve a goal. • Alternatively: Who does what, when and how.

11. 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

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

13. QUESTIONS? Relationship Management Startup Event Wednesday 29 July 2009, Aston Business School Alan Paull, APS Ltd