Events Calendar
Want to learn more about the field of Business Relationship Management? Join our latest webinars and events. More
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Key IT Roles for Driving Business Value
This article by Vaughan Merlyn talks about the Three Dimensions of Value Realization. More
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August 2014
Vol. 1, No. 110
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*Statistics as of August 2014
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Featured Space: Members' Hangout
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Just in case you haven't discovered it, there is an exciting space in the Members' wiki where you can:
- Collaborate with other BRMs
- Learn more about their insights and ideas
- Ask BRM experts for their opinion and experiences
Be a part of discussions about the field of BRM from with other BRMs. Be sure to join us in the Members' Hangout area of the Members' Wiki (log-in required).
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Events Calendar
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 Webinar: Provider Capability Models and the BRM Role
Presenter: Ibrahim Jackson When: September 26th, 11AM-12PM EST
In this webinar, Ibrahim will discuss Capability Models and the BRM role as it pertains to:
- Provider Classification: Internal Providers, Strategic Partners and Vendors
- XaaS Models: Consideration for all as a Service capabilities
- Strategy Share: Collaboration with partners for leading and alignment of business goals
- Culture: Not all providers are good for all companies
- BRM Role: Helping the Business make sense of all these moving parts
Ibrahim Jackson is a BRM and Founding BRMI Member. Registration for this webinar is scheduled to open soon so check back on our website's events page regularly for more details.
Keep posted for these upcoming events:
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Topic
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Optimizing and Realizing The Value of the BRM Capability to the Enterpriser
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How to Create an Overall IT Strategy through the BRM Team
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Upcoming BRMP® Courses from our partners:
Click on Topic links for more details.
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Ask an Expert:
Measuring BRM Performance
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"Are there any KPIs (Key Performance Indicators) that can measure the performance of a BRM? Is there an efficient tool to measure customer satisfaction?"
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(This question was originally posted on the Ask an Expert area of our members-only wiki.)
Aaron Barnes, co-founder and CEO of BRMI, wrote a blog post on our website about measuring the performance of a Business Relationship Manager (BRM). In this post, he talks about different performance tools and metrics one can use in leading BRM teams.
Additionally, Vaughan Merlyn, one of the co-founders of BRMI and a pioneer in the field of BRM, gave his opinion on the query. What follows is an edited and condensed version of his response. BRMI members can follow the thread on the members' wiki (log-in required).
Our Expert Says:
- Ultimately, given that the role, discipline and organizational capability of Business Relationship Management is all about business value realization, the ultimate measures of performance are business value creation. Simply making that clear, and moving people's focus to that will help establish the value of the BRM role.
- Quantifying time spent with a customer is easy. Just track it! But that's not a measure of impact or effectiveness and could drive some dysfunctional behavior.
- Measuring customer satisfaction is in of itself dangerous. Imagine a weak/low maturity BRM who simply acts as an order-taker. Their Business Partner might like them, and be highly satisfied that their orders are being taken. But their overall 'customer experience' with the Provider might be very poor and the value they get very low. In fact, you could imagine the possibility of an inverse relationship between Business Partner satisfaction and value realization. "I love my BRM because they do everything I ask of them, but my Provider costs too much and delivers too little value!"
- Using Business Partner Satisfaction as a reason for periodic (monthly sounds too frequent to me) face-to-face conversations around expectations and needs can be very helpful to both relationship building and value realization. There are several techniques listed in the BRMiBOK (BRMI members-accessible) and that are taught in the BRMP training and certification courses. I urge that under no circumstances should you use an online satisfaction survey--that is very much counter to the idea of the 'relationship' part of the BRM role.
- Finally, I come back to the point that the ultimate measure should be business value. So, measuring too frequently over too short a time-frame might be a mistake and lead to what quality guru Edwards Deming referred to as "tampering"--reacting to normal variations in a statistically controlled process. There are some interesting simulation games (I've used The Beer Game when I was in the UK) that show how quickly knee-jerk reactions to supply and demand fluctuations can drive a supply chain into total dysfunction!
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Every month, we highlight a question about BRM and from BRMs. This month's featured question is from the " Ask an Expert" section of our members-only wiki. You can check out this space and others like it on BRM Collaboration (membership required). This is a space created specifically as a channel for our members to ask questions, discuss and collaborate with their peers and experts in the field of Business Relationship Management. Not yet a member? Learn more about our memberships. Would you like to ask the experts? Ask your question via email with the subject line "Ask an Expert" and we might feature what our experts say about it on our next issue.
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Key IT Roles for Driving Business Value
By Vaughan Merlyn
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I've posted at length about the Business Relationship Manager (BRM) role as being key to driving business value from IT. But what other roles, typically under-served, work with the BRM in the pursuit of business value from IT?
In this post, I am going to introduce three dimensions of value realization than are important to driving business value. Along with those dimensions, I will discuss three roles that are associated with those disciplines.
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Note: This post refers to roles. A role is not the same thing as a job. Think of a role as a 'hat' you wear if you meet certain qualifications (possess certain competencies). When you are qualified to wear a given hat, you have certain responsibilities and accountability. Roles, the competencies they demand, the processes in which they participate, and the ways they engage with other roles are all characteristics that are defined in an IT Operating Model. Some people will fill multiple roles, depending upon circumstances and needs.
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Three Dimensions of Value Realization
So, how does IT increase its impact on Business Value Realization? There are three major value sources that the IT organization can impact:
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To examine each of these dimensions and see the rest of the article, read more. On July 18, Mr. Merlyn also presented a webinar on this topic, "What is the Value of a Business Relationship Manager". You can access the webinar recording (BRMI membership required). Not yet a member? Inquire about how to access the recording as a non-member or how to be a member by sending us an email. Note: This article originally appeared in IT Organization Circa 2017, on July 2014. Reprinted with the author's permission. ---- Vaughan Merlyn is a co-founder of BRMI and a principal of The Merlyn Group. He has 40 years experience as a management consultant, author, educator and researcher in Information Technology strategy and management. Return to top
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BRMP Courses from our Partners
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Online Business Relationship Management Professional® (BRMP®) Course
Offered by Service Management Art
This online BRMP® certification course is delivered over five days via online sessions:
Monday, December 1, 2014
Tuesday, December 2, 2014
Wednesday, December 3, 2014
Thursday, December 4, 2014
Friday, December 5, 2014
Each session will be held from 9:00am EST (US) to 12:00pm EST (US).
This course immerses the student in the principles of Business Relationship Management. Service Management Art is accredited by Business Relationship Management Institute (BRMI) to deliver these courses.
The course fee is $2,750.00 CAD, which includes the BRMP® examination and certification fees. The official APMG BRMP® certification exam is delivered to all students at the end of the course.
For more details on this and other BRM courses, please visit the Service Management Art website. You can also register here.
Service Management Art also offers dedicated classes in North America and Western Europe. For more info on these classes, please visit the Service Management Art website.
Business Relationship Management Professional® (BRMP®) - Calgary Offered by Service Management Art This 3-day BRMP® certification course runs from November 19 to November 21, 2014 onsite in Calgary. This course immerses the student in the principles of Business Relationship Management. Service Management Art is accredited by Business Relationship Management Institute (BRMI) to deliver these courses. The course fee is $2,750 CAD, which includes the BRMP® examination and certification fees. The BRMP® certification exam is delivered to all students at the end of the course. For more information on this and other BRM courses, please visit the Service Management Art website. You can also register here. Service Management Art offers dedicated classes in North America and Western Europe. For more info on these classes, please visit the Service Management Art website. |
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