2.45-5.45  Thursday-Friday 19/20 Jan – CPP 1&2  Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.
“It’s truethequestionsAre thesame…But thisyear theanswersAre verydifferent
www.stevetowers.com    www.bpgroup.org  www.cityprocessmanagement.com          www.towersassociates.com         www.oibpm....
www.bpgroup.org
The Philosophy. The People. ThePractice. The organizations.The Delivery.
The Philosophy
We have inherited an industrial legacyWhat shape are our organisations in?
The Pyramid
Our organisations all look the same...                                      CEO                                      Custo...
Processes wend and meander their way around theserigid structures...                                    CEO               ...
And hey ho – we nearly forgot the customer!Now where do they go?                                     CEO                  ...
CEO                    CustomerMarketing   Sales              Operations   Finance                     Service
In other words... Everything looks like a Scottish pin factory!And the way we describe everything can be just as inside-out…
What’sMissing?
The People
We are at the very point in                                 time when a 400-year old                                 age i...
Source: FanzineThe upcoming transformation of our societypresents one of the greatest businessopportunities of the next 10...
The     Customer    ExperienceIs the Process
“…..rather than ask what are we good atand what else can we do with that skill, youask who are our customers? What do they...
If I hadasked themwhat theywantedthey wouldhave saidfaster horses
“Outside-in is  a powerful        idea”
Ranjay Gulati                     Harvard BusinessThe Academics are going                     SchoolOutside-In too …      ...
The Organizations
The Practice
EXECUTE                     REVIEW            ASSESSMENTDISCOVERY
The Delivery
Turbo charge you business withSuccessful Customer OutcomesThe rules of the game have changed.In fact it is bigger than tha...
Make every customer interactiona profitable one with Moments ofTruthAll work is ultimately caused by thecustomer interacti...
Guide and Help with appropriateBusiness RulesALL the decisions we make in thebusiness should be aligned with the SCO
Reduce complexity and win theTriple Crown +Outside-In Reduces Costs. EnhancesService. Grows Revenues & AchievesCompliance....
Watch the Gap (and eradicate it)Destroying the divide between thebusiness and IT once and for all
Innovation. Use process changeto deliver Success Outcomes.Innovation isn’t a dark art. It isachievable by anyone who under...
Outside-In The Secret…what is it?
The needs of theCustomer have changedforever                                 Choice                Prosumer               ...
ChoiceProsumer                  Promiscuity           Enlightened            CustomerMultiple                          Gro...
The Promiscuous Customer:                   I will go with anyone I choose                   on my terms                  ...
Choice                                                              Rebellion – Groundswell:Prosumer                  Prom...
Choice                                        Groundswell:Prosumer                  Promiscuity                           ...
Choice                                        Expectations:Prosumer                  Promiscuity                          ...
Expectations:Say High – Do High, or else                             Choice                Prosumer                  Promi...
Choice                                       Multi-channels:Prosumer                  Promiscuity                     I wa...
Prosumer:                  The Customer Experience is                  the Process                                        ...
Everything has changed..Except how we do processand organise ourselves!
EXECUTE                     REVIEW            ASSESSMENTDISCOVERY
Performance, Agility & Qualityare driven by...                          The Causes of Work                                ...
"We have 50,000 moments of truth  every day.“Jan CarlzonPresident, SAS
MOT                                 MOT   MOTMOT                  MOT               MOT         MOT      MOTAny interactio...
MOT                                         MOT   MOTMOT                          MOT                       MOT         MO...
MOT                                          MOT   MOTMOT                           MOT                        MOT        ...
THE CAUSE OF WORK                    MOT                               MOT   MOTMOT                MOT             MOT    ...
Moments of Truth – they’re everywhere  Moments  of Truth  permeate  our lives in  every  product  and service
It’s all about Customer Experienceand the Moment of Truth.Remove or Improve!        Steve Jobs
For Every process  that deserves to  exist there is anoptimum number ofMoments of Truth to     achieve aSuccessful Outcome
Breakpoints What are Breakpoints (BP)? 1) Breakpoints are a Process Diagnostic 2) Any internal interaction is a Breakpoint...
Business Rules
There are a whole bunch of dumb rules..   If you are planning to visit the UK and happen to come from   one of the many co...
Business Rules  What are Business Rules (BR)?  1) Business Rules are points within a process where decisions are made  2) ...
Performance, Agility & Qualityare driven by...                          The Causes of Work                                ...
PAM with Process diagnostics
Points of Failure documentation                  Capture the Moments of                  Truth     Capture the Breakpoints...
Points of Failure -Scores on the Doors                  BR
POINTS OF FAILURE OPTIMIZATION SCALE                                                                        CHAOS         ...
2.45-5.45  Thursday-Friday 16/17 Jan – CPP 1&2  Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.
BPGroup & PEX week worshop
BPGroup & PEX week worshop
BPGroup & PEX week worshop
BPGroup & PEX week worshop
BPGroup & PEX week worshop
BPGroup & PEX week worshop
BPGroup & PEX week worshop
BPGroup & PEX week worshop
BPGroup & PEX week worshop
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BPGroup & PEX week worshop

  1. 1. 2.45-5.45 Thursday-Friday 19/20 Jan – CPP 1&2 Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.
  2. 2. “It’s truethequestionsAre thesame…But thisyear theanswersAre verydifferent
  3. 3. www.stevetowers.com www.bpgroup.org www.cityprocessmanagement.com www.towersassociates.com www.oibpm.com
  4. 4. www.bpgroup.org
  5. 5. The Philosophy. The People. ThePractice. The organizations.The Delivery.
  6. 6. The Philosophy
  7. 7. We have inherited an industrial legacyWhat shape are our organisations in?
  8. 8. The Pyramid
  9. 9. Our organisations all look the same... CEO Customer Marketing Sales Operations Finance Service
  10. 10. Processes wend and meander their way around theserigid structures... CEO Customer Marketing Sales Operations Finance Service
  11. 11. And hey ho – we nearly forgot the customer!Now where do they go? CEO Customer Marketing Sales Operations Finance Service
  12. 12. CEO CustomerMarketing Sales Operations Finance Service
  13. 13. In other words... Everything looks like a Scottish pin factory!And the way we describe everything can be just as inside-out…
  14. 14. What’sMissing?
  15. 15. The People
  16. 16. We are at the very point in time when a 400-year old age is dying and another is struggling to be born, a shifting of culture, science, society, and institutions enormously greater than the world has ever experienced.Dee Hock, Founder & CEO--Visa“A Global Ahead, the possibility of the regeneration oftipping point” relationships, liberty, community, and ethics such as the world has never known, and a harmony with nature, with one another, and with the divine intelligence such as the world has never dreamed.
  17. 17. Source: FanzineThe upcoming transformation of our societypresents one of the greatest businessopportunities of the next 100 years.This will require patience as well asperseverance; to anticipate what’s next andplan for that situation as well as takingadvantage of what’s immediately beforeyou..Our efforts in this field are part of ourstrategy for this future. What’s yours?
  18. 18. The Customer ExperienceIs the Process
  19. 19. “…..rather than ask what are we good atand what else can we do with that skill, youask who are our customers? What do theyneed? And then you say we are going togive that to them regardless of whether wehave the skills to do so..”
  20. 20. If I hadasked themwhat theywantedthey wouldhave saidfaster horses
  21. 21. “Outside-in is a powerful idea”
  22. 22. Ranjay Gulati Harvard BusinessThe Academics are going SchoolOutside-In too … George Day Wharton Business School Barbara Bund MIT Sloan School
  23. 23. The Organizations
  24. 24. The Practice
  25. 25. EXECUTE REVIEW ASSESSMENTDISCOVERY
  26. 26. The Delivery
  27. 27. Turbo charge you business withSuccessful Customer OutcomesThe rules of the game have changed.In fact it is bigger than that.The game has changed forever.
  28. 28. Make every customer interactiona profitable one with Moments ofTruthAll work is ultimately caused by thecustomer interaction. Fix the Cause notthe effect.
  29. 29. Guide and Help with appropriateBusiness RulesALL the decisions we make in thebusiness should be aligned with the SCO
  30. 30. Reduce complexity and win theTriple Crown +Outside-In Reduces Costs. EnhancesService. Grows Revenues & AchievesCompliance.ALL at the same time!
  31. 31. Watch the Gap (and eradicate it)Destroying the divide between thebusiness and IT once and for all
  32. 32. Innovation. Use process changeto deliver Success Outcomes.Innovation isn’t a dark art. It isachievable by anyone who understandsthe Successful Outcome.
  33. 33. Outside-In The Secret…what is it?
  34. 34. The needs of theCustomer have changedforever Choice Prosumer Customer (Customer Sophistication) Promiscuity Enlightened Customer Inspiration: Udayan Banerjee Multiple Customer CTO, Channels Rebellion! NIIT Technology (India) Customer Expectations
  35. 35. ChoiceProsumer Promiscuity Enlightened CustomerMultiple GroundswellChannels Expectations Choice: We now have a bewildering array in almost every product and service. Source: Fanzine
  36. 36. The Promiscuous Customer: I will go with anyone I choose on my terms Choice Prosumer Promiscuity Enlightened Customer Multiple Groundswell Channels ExpectationsSource: BigStock
  37. 37. Choice Rebellion – Groundswell:Prosumer Promiscuity Customers – we don’t take **it anymore Enlightened CustomerMultiple GroundswellChannels Expectations Source: iStockphoto
  38. 38. Choice Groundswell:Prosumer Promiscuity Customers – we don’t Enlightened take **it anymore CustomerMultiple GroundswellChannels Expectations
  39. 39. Choice Expectations:Prosumer Promiscuity Customers – less of the sizzle, Enlightened more of the meat CustomerMultiple GroundswellChannels Expectations
  40. 40. Expectations:Say High – Do High, or else Choice Prosumer Promiscui Enlightened Customer Multiple Groundswe Channels Expectations
  41. 41. Choice Multi-channels:Prosumer Promiscuity I want it my way when I say Enlightened CustomerMultiple GroundswellChannels Expectations Source: Fanzine
  42. 42. Prosumer: The Customer Experience is the Process Choice Prosumer Promiscuity Enlightened Customer Multiple Groundswell Channels ExpectationsSource: Fanzine
  43. 43. Everything has changed..Except how we do processand organise ourselves!
  44. 44. EXECUTE REVIEW ASSESSMENTDISCOVERY
  45. 45. Performance, Agility & Qualityare driven by... The Causes of Work MOT Moments of Truth Break Points BP BR Business Rules BR
  46. 46. "We have 50,000 moments of truth every day.“Jan CarlzonPresident, SAS
  47. 47. MOT MOT MOTMOT MOT MOT MOT MOTAny interaction with the CUSTOMER is a MOMENT OF TRUTH
  48. 48. MOT MOT MOTMOT MOT MOT MOT MOT And every MOMENT OF TRUTHRipples and reverberates through the organisation
  49. 49. MOT MOT MOTMOT MOT MOT MOT MOT and MOMENTS OF TRUTH Create complexity, cost, wastefulness and failure
  50. 50. THE CAUSE OF WORK MOT MOT MOTMOT MOT MOT MOT MOT THE EFFECT
  51. 51. Moments of Truth – they’re everywhere Moments of Truth permeate our lives in every product and service
  52. 52. It’s all about Customer Experienceand the Moment of Truth.Remove or Improve! Steve Jobs
  53. 53. For Every process that deserves to exist there is anoptimum number ofMoments of Truth to achieve aSuccessful Outcome
  54. 54. Breakpoints What are Breakpoints (BP)? 1) Breakpoints are a Process Diagnostic 2) Any internal interaction is a Breakpoint 3) Any place that a hand-off occurs in the process is a Breakpoint 4) Breakpoints can be person to person, person to system, system to person or system to system 5) Breakpoints are both process Points of Failure and Causes of Work
  55. 55. Business Rules
  56. 56. There are a whole bunch of dumb rules.. If you are planning to visit the UK and happen to come from one of the many countries that drive on the wrong side of the road, the following advice, direct from the Department of Transport, is for you: “Visitors are informed that in the United Kingdom traffic drives on the left-hand side of the road. In the interests of safety, you are advised to practise this in your country of origin for a week or two before driving in the UK.”
  57. 57. Business Rules What are Business Rules (BR)? 1) Business Rules are points within a process where decisions are made 2) Some Business Rules are obvious while others must be “found” 3) Business Rules can be operational, strategic or regulatory and they can be system-based or manual 4) Business Rules control the “behavior” of the process and shape the “experience” of those who touch it 5) Business Rules are highly prone to obsolescence 6) We must find and make explicit the Business Rules in the process Examples – Transportation , Insurance
  58. 58. Performance, Agility & Qualityare driven by... The Causes of Work Moments of Truth Break Points Business Rules BR
  59. 59. PAM with Process diagnostics
  60. 60. Points of Failure documentation Capture the Moments of Truth Capture the Breakpoints BR Document the Business Rules
  61. 61. Points of Failure -Scores on the Doors BR
  62. 62. POINTS OF FAILURE OPTIMIZATION SCALE CHAOS UNCONTROLLED OPTIMISED INEFFICIENT IDEAL 5 70 200 800
  63. 63. 2.45-5.45 Thursday-Friday 16/17 Jan – CPP 1&2 Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.
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