Geneva, November 2007
Business Process Excellence
Business Process Excellence
How to Succeed with BPM in the Age
of the Customer
of the Customer
Steve Towers
© Steve Towers & Terry Schurter
All Rights Reserved
www.bennugroup.net
www bennugroup net
www.bennugroup.net www.stevetowers.com
Geneva, November 2007 – www.stevetowers.com & Steve Towers unless otherwise stated – All Rights Reserved
All material © Terry Schurter

Geneva, November 2007
Business Process Excellence
Business Process Excellence
How to Succeed with BPM in the Age
of the Customer
of the Customer
Embedding BPM as a way of
life for your organization
lf f
gp
Undertaking process initiatives
from the customer point of view
Effectively aligning business
Effectively aligning business
transformation with the customer
www.bennugroup.net www.stevetowers.com
Geneva, November 2007 – www.stevetowers.com & Steve Towers unless otherwise stated – All Rights Reserved
All material © Terry Schurter

Evolution of Business Process Excellence
based on Towers Associates & Bennu Group Research 2006‐7 (800+ organizations)
CUSTOMER EXPECTATION MANAGEMENT
ES
OUTCOME
BUSINESS PROCESS
bility
MANAGEMENT
O
Understandin and Capab
OCESS
SUCCESSFUL
CUSTOMER
©2
ng
PRO
2007 Steve Towers & Terry Schurter
SIX SIGMA OUTCOMES
AL
FUNCTIONA
U
EFQM
INSIDE Focus shifts
www.bennugroup.net www.stevetowers.com OUTSIDE
All material © Terry Schurter & Steve Towers unless otherwise stated – All Rights Reserved

A New Landscape is emerging

Waves of Benefits from Business Process Excellence
based on Towers Associates & Bennu Group Research 2006‐7 (800+ organizations)
enefits
Be
Towers
© 2007 Steve Towers & Terry Schurter
1977 1983 1989 1995 2001 2007
Associates www.bennugroup.net www.stevetowers.com

Functional Islands ‐ before
Global Bank – AS‐WAS
Actioning
3 department
6
2 4 Filing/Doc. Mgt
Telephone 7
Liaison
8
9
5 1. Client calls into Call Centre
2. Call transferred to Tel. liaison
Call Centre 3. Action request passed to line
Correspondence department
Unit
4. Action progress reported to
Telephone liaison
1 10 5. Telephone liaison inform
customer of progress
Client 6. File information requested
Hello – can you tell me 7. File information transferred
the t t
th status of my loan
f l 8. Letter created
Towers
Application please? 9. File and letter returned to Filing
10. Letter despatched to customer
Associates www.bennugroup.net www.stevetowers.com

Process Improvement ‐ during
Global Bank – Transition
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
Towers
Associates www.bennugroup.net www.stevetowers.com

Process Management ‐ outcomes
Global Bank – IS‐NOW
Online information
store
Customer
Experience Centre 1.
1 Client calls Customer Experience
Centre.
2 2. Tel. liaison resolve and contact
customer with resolution (‘phone/
letter/email)
The rules have changed....!
1 Now organized around
g
Successful
Customer
Outcomes
Towers
Associates
Reduced Costs, Improved Revenues, Enhanced Service
www.bennugroup.net www.stevetowers.com

ORGANIZATIONAL ALIGNMENT around SCO’s
The Process Performance Landscape
Provides the structure
Provides the structure
and language to align
everything with the
y g
Customer
Towers
Associates
Geneva, November 2007 – www.stevetowers.com
www.bennugroup.net www.stevetowers.com

Can You Imagine How Different
Things Would Be?
Towers
Associates www.bennugroup.net www.stevetowers.com

Welcome to
An example of how to
Innovate through
Innovate through
Successful Customer
Outcomes
Towers
Associates www.bennugroup.net www.stevetowers.com

The FEDEX KINKO SCO... CHALLENGE 1
How could we make business travelers’ lives
Simpler, Easier and more Successful?
1) I want to have a great presentation tomorrow.
2) I need to have packets to hand out
3) I have to get the packets printed and bound.
4) They need to be nice.
) y
5) They need to be ready when I need them
Towers
6) I need to have them when I go to my meeting
Associates 5 minutes – think, discuss and feedback
www.bennugroup.net www.stevetowers.com

WHAT DID FEDEX KINKO’S DO?
Towers
Associates www.bennugroup.net www.stevetowers.com

LESSONS LEARNED - Customer Expectation Management
Market Leaders make their customers’ lives
Simpler, Easier and More Successful
They focus Outside‐in and reduce complexity by
fixing the Causes of Work
fixing the Causes of Work
They Align everything they do to the
y g y g y
Customer and eradicate the things that don’t
They apply technology where technology
Th l t h l h t h l
adds CUSTOMER value!
Towers
Associates
Geneva, November 2007 – www.stevetowers.com
www.bennugroup.net www.stevetowers.com

A New Landscape is emerging

Waves of Benefits from Business Process Excellence
based on Towers Associates & Bennu Group Research 2006‐7 (800+ organizations)
enefits
Be
Towers
© 2007 Steve Towers & Terry Schurter
1977 1983 1989 1995 2001 2007
Associates www.bennugroup.net www.stevetowers.com

Geneva, November 2007
Business Process Excellence
Business Process Excellence
How to Succeed with BPM in the Age
of the Customer
of the Customer
Steve Towers
© Steve Towers & Terry Schurter
All Rights Reserved
All Ri ht R d
www.bennugroup.net
www.stevetowers.com
www stevetowers com
www.bennugroup.net www.stevetowers.com
Geneva, November 2007 – www.stevetowers.com & Steve Towers unless otherwise stated – All Rights Reserved
All material © Terry Schurter