Business Process Management 2 Bridging The Gap Between Business And Technology

1 \"How to\" Seminar: Bridging the G th Gap Creating Alignment between Business and Technology Goals G l All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

3 “You will never ever think of Process in the same way again again” (you can quote me on that!) Becoming a “Business Goals Translator” Inside-Out versus Outside-In Perspectives Moments of Truth and Points of Failure™ Degrees of Complexity™ All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

5 A recurring theme for the session The difficulty lies, not in the new y , ideas, but in escaping the old ones John Maynard Keynes Simplicity is the ultimate sophistication Leonardo da Vinci All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

6 Dealing with complexity is an inefficient and unnecessary waste of time, time attention and mental energy energy. There is never any justification for things being complex when they could be simple. Edward de Bono All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

Inside-out v. Outside-In 7 Functional Islands - before Global Bank – AS-WAS l l Actioning 3 department 6 2 4 Filing/Doc. Mgt Telephone 7 Liaison 8 1. Client calls into Call Centre 9 2. Call transferred to Tel. liaison 5 3. Action request passed to line department Call Centre 4. Action progress reported to Correspondence Telephone liaison Unit 5. Telephone liaison inform customer of progress 1 10 6. File information requested 7. File information transferred Client 8. Letter created Hello – can you tell me 9. File and letter returned to Filing g the t t th status of my loan f l 10. Letter despatched to customer Application please? All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

8 Process Improvement - during Global Bank – Transition l l Actioning department 3 2 Filing/Doc mgt. 5 4 Customer Contact Unit 1. Client calls CCU. 2. Action request passed to 6 line department 3. File info’ requested 4. File info’ delivered 5. Customer response compiled 1 6. Tel. liaison contact customer with resolution (‘phone/letter) Improved Productivity, Enhanced Quality, Lower Cost All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

9 Process Management - outcomes Global Bank – IS-NOW l l Online information store Customer Experience Centre 1 Client calls Customer Experience 1. Centre. 2 2. Tel. liaison resolve and contact customer with resolution (‘phone/ letter/email) The rules have changed....! 1 Now organized around Successful Customer Outcomes Reduced Costs, Improved Revenues, Enhanced Service All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

tm 10 www.8Omega.com www 8Omega com The 8 Omega Framework for Business Process Transformation All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

13 Functional Islands Global Bank – AS-WAS l l Actioning 3 department 6 2 4 Filing Telephone 7 Liaison 8 9 5 Call Centre Correspondence Unit 5 Business Rules 1 10 4 Moments of Truth Break Points Client All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

15 What are the benefits of taking a CEM approach? – Cost Reductions – Revenue Growth – Service Improvement – More customers - Market/customer penetration – More business per customer (customer lifecycle) Immediately, directly and forever Easy and simple to measure success – examples… Zara, Virgin Group, South West, Citicorp, Starbucks All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

16 Transformation Examples US Bank US Bank Pharma Pharma Euro Euro Before After Before After Aft R t il Retail R t il Retail Before After MOTs 27 4 62 7 54 3 BPs 63 7 168 19 141 7 R l Rules 13 3 32 5 23 3 DOCx 22,113 84 323,312 665 175,122 63 260 x LESS 486 x 2780 x complex LESS LESS complex complex Data Examples from sample of 72 organizations (2006) All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

20 “there are people no matter where you go that think they know h thi k th k how you should t h ld teach th h them what you know – though they don’t know it themselves” Richard Bandler All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

21 \"How to\" Seminar: Bridging the G th Gap Creating Alignment between Business and Technology Goals G l All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

Business Process Management 2 Bridging The Gap Between Business And Technology

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