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Using Value Stream Mapping to overcome the 'Iceberg of Ignorance'

Over my career, I have been the Head of Ops or in a similar technology role for a variety of large financial services organisations. My teams across the globe relied on a number of vendors and serviced several thousand internal users and thousands more customers to perform transactions for their daily job. I had dashboards, reports, meetings and all sorts of information but still did not know the truth of what was truly happening.