Resources for Mapping the Experience with Alignment Diagrams (James Kalbach)

All too often companies are focused on their own processes, wrapped up in a type of organizational navel gazing. They simply don’t know what their customers actually go through. And, even if they can identify root causes of problems, logical solutions can cross departmental lines. Fixes may require crossing those boundaries. An organization’s rigid decision-making makes that difficult. (experiencinginformation)