Using Rudyard Kipling to design value chain processes: An application of interactions theory

Abstract

“I keep Six Honest Serving Men, (They taught me all I know), their names are What and Why and When, And How and Where and Who.” Egan (1998) reminds us how important these characters are in their role of ‘life long learning’ as the dynamics of contemporary business models stress the importance of currency in information management in a business model that has become customer centric. Information communications technology (ICT), with its constantly improving, reach, richness and relevance (time and accuracy) offers the Six Loyal Serving Men the convenience of IT rapid delivery speed and low costs to service the demands that customers’ and stakeholder partners’ expectations require. For this to be an effective application of ICT both should understand the specific applications of tacit, transactional and transformational interactions.