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  • The Viral Growth of Kanban in the Enterprise

    March 2011

     
    Replacing a Bad Process Produces Better Results

    An organization that is operating poorly is better off getting rid of its current process and taking on an entirely new one. That way the bad habits are eliminated at once, and things are done better from day one.

    In this issue:
    • The Viral Growth of Kanban in the Enterprise
    • An Agile Evolution: Why Kanban Is Catching On in Germany and Around the World
    • Demystifying Kanban
    • Kanban at an Insurance Company in the Netherlands
    • Kanban for Help Desks: Managing the Unplannable
    • Use of Kanban in Distributed Offshore Environments
  • Technology and the Customer Experience

    February 2011

    Just the Facts, Ma'am

    Great customer experience demands an objective assessment of the client's behavior in the context of real-world interactions. All too often that work is subverted by subjectivity, personal agendas, and corporate politics.

    In this issue:
    • Technology and the Customer Experience
    • You've Come a Long Way, Baby -- But Hold the Applause
    • Contextability: The New Usability
    • Enriched Customer Engagement at the Table
    • Achieving Customer Centricity: Technologies and Practices
    • The Politics of Customer Experience
  • Strategic IT Planning: Making the Most of Limited (and Valuable!) Resources

    February 2011

    In this issue of CBR, we set out to examine the ways in which strategic IT planning influences the value that IT delivers to the organization, as well as the degree to which the planning process is perceived to affect organizational outcomes and results. With this focus, we can both benchmark the planning process itself and, at the same time, tackle the question of its relationship to IT value. Given the current and ongoing economic struggles facing businesses both large and small around the world, this seemed like an excellent time to discuss the value of strategic IT planning.

    In this issue:
    • Strategic IT Planning: Making the Most of Limited (and Valuable!) Resources
    • The Benefits of IS Strategy and IS Strategizing
    • Strategic IT Planning Does Matter
    • There’s No Time Like Today to Plan for Tomorrow
    • Strategic IT Planning Survey Data
  • The Role of IT in Crisis Management

    January 2011

    It's About Preparation

    Crises of different types share fundamental commonalities, such as the need to employ IT to coordinate responders and inform stakeholders. Organizations should have well-constructed and well-rehearsed crisis management plans. Such preparedness can help make any crisis response effort more effective.

    In this issue:
    • The Role of IT in Crisis Management
    • Reacting to a Crisis: The Role of Planning and Technology in Crisis Communication
    • The Multifaceted Role of IT in Crisis Response: Lessons from the Asian Tsunami Disaster
    • Managing Information Flow Challenges in the Supply Chain
    • Emergency Management Task Complexity and Knowledge-Sharing Strategies
    • Toward a Framework for Crisis Decision Support Systems: Information Requirements for Contextual Team Situation Awareness
  • IT Trends for 2011: Moving Forward After a Tough Year

    January 2011

    This issue of Cutter Benchmark Review is the sixth installment in our annual series forecasting technology trends. As faithful readers know, in this issue we examine the range of IT developments that have either surfaced or endured in the past year and look back across previous years to see how the technology landscape is evolving. We also reflect on the multitude of contributing factors that will influence your decision-making processes as you consider your options for change (or staying the course) in the near future. We believe the two sometimes-opposing viewpoints of our contributors will give you much to think about as you come to your own conclusions. We hope that you find this annual IT trends issue of CBR interesting and useful and that it gives you plenty of food for thought as you evaluate your technology use and priorities for this year.

    In this issue:
    • IT Trends for 2011: Moving Forward After a Tough Year
    • IT Trends: The Time to Innovate Is Now
    • IT Is Positioned for New Growth: Expect More Turbulence Before We Have Smooth Sailing
    • Year 2011: Time for a Comeback
    • IT Trends 2011 Survey Data

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