Summary
When bottlenecks and unexpected events disrupt strategic goals, business architecture practices can bridge the gap between customer outcomes and operational execution. Artifacts like customer journey maps illustrate how workflows and capabilities connect across the organization. Tiger teams — formed to tackle specific, complex problems — can reap the benefits from understanding end-to-end operations and more easily identify areas for improvement. This report provides guidance on process mapping and capability modeling so tech executives can focus their efforts and tiger teams on specific areas of the business, and gradually expand their efforts to pinpoint process optimization opportunities.
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