In this paper, we consider the people who appear in a company’s business process to be the core of organizational management, and theoretically elucidate the structure of the collaborative relationships between people.
This is the theory that the author is most sympathetic to, and if applied to DX practice, it is possible to obtain comprehensive, logical, consistent, and concise business cases.
As readers with practical experience will well understand, coordination actions are necessary in all aspects of business, both inside and outside the company.
Dealing with monster customers is an example of a troublesome coordination action.
If the business case is defined comprehensively, logically, consistently, and concisely, it will greatly increase mutual trust between all stakeholders, starting with the customer, and if all factual knowledge related to the coordination action is accumulated, it will be possible to secure a valuable source of information that will provide hints for new value creation, leading to the construction of a solid business foundation.
The coordination act is carried out in the form of a “communicative act” explained in the fourth draft. The actors involved are the executor and the recipient, and the information exchanged is intention and proposition (product). Coordination actions are performed within (business) transactions, which are instances of business cases.

A transaction has the characteristic that once it starts, it must progress to a good stopping point. The stopping point is “where the product is obtained.” The product is expressed as a completed state, such as ‘~ is completed’, ‘paid’, or ‘delivered’.

The great thing about this book is that it derives that any transaction process can be expressed as a certain pattern called a complete transaction pattern.

Complete means comprehensive, logical, consistent, and concise, and it means that any customer experience can be described using this pattern. It also includes the ‘revoke’ process, which is generally difficult to handle in transaction processes. ‘Revoke’ is the act of making past actions non-existent.

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