Bad service appears to be on the increase… why? Could it be because organisations are forgetting about the needs of the customer or are not sufficiently involving BAs, Service Designers or Business Architects?

Debra Paul, Jonathan Hunsley and Mike Williams share a few ‘tales of woe’ and discuss some of their favourite trouble-shooting tools and techniques.

Techniques discussed include scenario analysis; business continuity; the ‘Zone of Tolerance’; exploring the voice of the customer; and the POPIT™ technique.

FURTHER RESOURCES

BOOKS

• ‘Business Architecture: A Comprehensive Guide’ by Jonathan Hunsley and Debra Paul, is available from the BCS Bookshop.
• Business Analysis: 123 Essential Tools for Success by James Cadle, Debra Paul, Jonathan Hunsley, Adrian Reed, David Beckham and Paul Turner.
• Coming in 2026 and available for preorder: Service Design: A practical guide to creating customer centric services by Debra Paul and Jonathan Hunsley

ARTICLES

• The Rise of the CX Professional | Assist Knowledge Development  
• Putting the Service into Service Design | Assist Knowledge Development

COURSES

• Visit the Free Learning section of Assist’s Learning Zone for a choice of free short courses – with a course dedicated to POPIT™️. 
• AssistKD offers a wide choice of business training.

BA BREWS

• Customer Experience Analysis
• Business Service Architecture
• Business Service Design
• The BA Tools and Techniques Launch Chat