Architecting Software with OOAD using UML (ASOOAD) is an intensive course (25% class presentations and 75% hands-on sessions) designed to supply the participants with key fundamentals in software architecture via appropriate adoption and application of Object-Oriented Analysis and Design (OOAD) techniques. Customer Journey Mapping course is based on the service re-design principle that provides a systematic and creative approach to meet the rising expectations of the customers regarding the quality of services that we provide. A cornerstone of service re-design is the understanding and mapping of our customers’ journey with us. The customer journey map illustrates the steps taken at any point in time that our customer goes through the engagement with us.
This highly interactive and visual two-day course will equip the participants with the core concepts of customer centricity and service re-design principle. Participants will learn the various elements of the customer journey and techniques to visualise it so that to understand their touch-points. Participants will also be exposed to the gap analysis methods in identifying areas of customer service improvement.
Upon the completion of this course, participants will acquire the knowledge and skills to:
Understand the core concepts of customer centricity and service re-design principle.
Learn the various elements and techniques to visualize the customer journey map.
Identify areas of improvement trough gap analysis methods that focuses on customers’ perspective.
Recommended For
Customer Journey Mapping (CJM) is recommended for professionals who are involved in the following roles:
Customer Service / Customer Facing team.
Service Designer / Business Analyst.
Customer Experience (UI/UX) Designer.
Business Process Analyst / System Analyst.
Product / Service Development Professional.
Enterprise Architect (Business, Information & Solution).
Student Endorsements
Lee Jian Hao
Sharepoint Services Engineer of T-Systems Malaysia Sdn Bhd – KL 2015.8.3-7
“Trainer shared real life experiences and skills. IASA foundation knowledge shared through examples. It would help me to apply business value alignment and highlighting. Also to help future job movements.”
Stephen Ewe
Market Development Lead of VADS Berhad – KL 2015.8.3-7
“It was insightful and very detailed. End-to-end IT architecture stuff.”
Yasmeenyanti Baharudin
Solutions Architect of Mesiniaga Berhad – KL 2015.8.10-14
“Very useful and fun, with full participation from the class. Foundation pillars and engagement model in IT-A workshop is very useful in relating to [my] work.”
Edwin Leung
Dairy Farm Company Limited – HK 2013.11.4-8
“[It is] more focussed on the skills than boot camp [ITAB], and more relevant to daily work. I have learnt how to articulate and quantify the value of IT architecture.”
Zaidi Abd Ghani
Principal Researcher of Telekom Malaysia Research & Development – KL 2015.10.19-23
“Very good! Interesting and enjoyed my 5 days of training session. It is very related and helps to improve our way of doing.”
