By Duncan Troup on Monday, February 26th, 2018 in Lean and Agile, Service Performance, Transformation, Workforce Planning.
This week I attended the Australian Institute of Company Directors Governance Summit. It has been a fascinating experience at a number of levels – as a business owner, as a consumer of services, as member of society and as a leader in Australian industry. The question that keeps hitting me is about what is the […]
By Duncan Troup on Friday, January 12th, 2018 in Product Design, Service Performance, Transformation.
I posted on linkedin earlier in the week and had a vent about the service I experienced at a major brand. That made me feel better (until I felt bad for the company) so I thought I would write a case on where I would start to fix the issue. below is the post from last […]
By Duncan Troup on Sunday, July 16th, 2017 in Customer-centric Thinking, Product Design, Service Performance, Transformation.
It’s an exciting time for the university sector. With increasing competition and scrutiny on graduate outcomes, institutions need every point of difference to float to the top of a competitive market. CRM as a concept has been around for as long as enterprise IT has existed, but in the sector has typically focused on student […]
By Duncan Troup on Tuesday, June 13th, 2017 in Lean and Agile, Transformation, Workforce Planning.
Here is a story for would be enterprise Agile adopters to reflect on. I was called by a prospective client (happily now a key client) to see if i would do some Agile training. They had heard of Tingle Tree’s successes at ANU with their change to a continuous delivery model and wanted to pursue […]
By Duncan Troup on Tuesday, May 16th, 2017 in Blog, Customer-centric Thinking, ITSM Tools, Research Partnerships, The Crowd, Transformation.
Today i fulfilled a long held dream of mine – that being publishing a research paper at a major conference. I have presented a number of time at conferences organised by industry….but a peer review paper is a different proposition altogether. It all started when i presented on Crowd Support at the 2016 ITSMF conference […]
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