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ArchiMate allows the creation of different views including Business, Application, Technical, etc. Holistically this approach helps to understand the interrelations within Dierbergs Markets’ customer service operations, thus pointing out possible improvements and fine-tuning of the system.
Visualization of customer service architecture made by ArchiMate gives necessary information to the decision-makers. The process of informing this decision-making leads them to adjust strategies, improve service delivery, align operations with objectives as well as increase profitability.
ArchiMate adoption requires a planned effort. There should be proper training programs with adequate change management strategies to ensure the transition process runs smoothly.
Moreover, there must be a continued assessment and improvement of the ArchiMate models for them to keep pace with changing conditions in the retail sector’s customer service context.
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