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Strategy process |
Strategy implementation |
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Customer satisfaction (Driver) |
CEO (Stakeholder) |
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Cost reduction (Driver) |
CEO (Stakeholder) |
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Reduction of maintenance costs (Goal) |
Cost reduction (Driver) |
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Efficient customer service (Goal) |
Customer satisfaction (Driver) |
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Digitalized services (Requirement) |
Efficient customer service (Goal) |
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Cloud services (Requirement) |
Reduction of maintenance costs (Goal) |
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"best of breed" technologes & products / fit for purpose (Requirement) |
Reduction of maintenance costs (Goal) |
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Self-service (Application Service) |
Digitalized services (Requirement) |
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eCommerce system (Application Component) |
Digitalized services (Requirement) |
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Technology / sw (System Software) |
"best of breed" technologes & products / fit for purpose (Requirement) |
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PaaS (Infrastructure Service) |
Cloud services (Requirement) |
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Customer Service (Capability) |
Single point of Contact (Requirement) |
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Single point of Contact (Requirement) |
Customer satisfaction increased 20% (Outcome) |
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SPOC (Business Service) |
Customer Service (Capability) |
