Business operations is one of the process blades of Disciplined DevOps and Disciplined Agile® Enterprise (DAE). The Business Operations process blade focuses on the activities required to provide services to customers and to support your products. The implementation of business operations will vary by value stream, in a bank retail account services is implemented in a very different manner than brokerage services for example. Business operations includes help desk and support services (integrated in with IT support where appropriate) as well as any technical sales support activities such as training, product installation, and product customization. As you can imagine close collaboration with both your Sales and Marketing efforts is required to successfully Delight Customers.
There are several reasons why a disciplined agile approach to business operations is important. We want to:
- Delight customers. We want to delight our customers, and a key way to do that is through providing excellent service that supports and enhances the customer’s experience.
- Run the business. We need to manage, monitor, and guide the delivery of our products and services to our customers.
- Improve our business. Our business operations, like all other aspects of our organization, can be improved upon. The DA tool kit offers options to do exactly that.
- Educate and coach staff in business operations. To increase the chance that everyone within your organization will make better customer-focused it makes sense to ensure that they understand fundamentals of your business operations.