Martin, the story here ...
http://tinyurl.com/2w5belh ... goes back
to 2004/5.
The company featured, Ki-Work, was engaged in a battle to save UK jobs
in the face of out-sourced (to Asia) call centre activity.
Senior management created rough draft, with my guidance, which I then
reproduced more elegantly and incorporated in a note that you can
download from the above site.
The value of this example is that it puts the call centre activity
( regard the "Ki-Worker" as a call centre agent, with support and
direction provided by other roles) in the context of the whole firm
and its business ecosystem.
It's also useful to link any VNA type work to:
>> leadership and management that is appropriate to the 21st century.
You will find an attempt to articulate this here ...
www.holistic-creations.net
>> business technology that is up to the job of matching the discovery of needs and adapting cost-effectively to their evolution.
A "Task Oriented Architecture" can be used to demonstrate, which is
now blitzing UK Govt procurement circles at top level.
If you are based in the UK, pleased to help personally, if this
resonates.
David
On Aug 24, 7:41 pm, "Mar...@Cleaver.org" <Mar...@Cleaver.org> wrote:
> Hi,
> I have a potential client trying to refine its information flows
> with external and internal stakeholders. It's a call center that has
> to meet certain hard metric criteria, but at the same time has
> relatively unarticulated intangible enablers.
>
> Does anyone here have a credential from a past or current project that
> can convince my team (and the client) that using VNA to elicit the
> relationships and deepen the value inherent in them has added value to
> Call Centers?
>
> Thanks,
> Martin.
> --
> Martin Cleaver M.Sc. MBA