CEMMethod_Jan2013

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The CEMMethod continues to evolve. For Enterprise BPM, Outside In, Lean, Six Sigma and 8 Omega this is the latest.

The CEMMethod continues to evolve. For Enterprise BPM, Outside In, Lean, Six Sigma and 8 Omega this is the latest.

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  • 1. Welcome  to  the  all  new     2013  overview  of  CEMMethod.     We  are  walking  you  through  its  main  features   and  you  may  regard  this  as  the  WHAT  of  the   method.  Accessing  the  HOW  and  associated  resources  is  discussed  at  the  end  Rof  teserved  oBverview.     ©  All   ights  R his    -­‐   P  Group    1992-­‐2012  
  • 2. An  evolu<on  in  BPM  thinking  and    Prac<ce  leading  to  Outside  In   2013  –  The  High   Performance   OrganizaIon  has   emerged   2005-­‐6     The  theory  and    2001-­‐2   iniIal  case  studies  The  pioneers  Enterprise  BPM    moving    “Outside-­‐In”   2003-­‐4     BPM  leaders     2010  –  The  pracIce,     &  champions   CEMMethod®  case   studies,  tools  and   techniques   ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 3.  ©  All  Rights  Reserved  1992-­‐2012    www.BPGroup.org   ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 4. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The CEMMethod® has been developed through the last 12 years especially to meet the radically new and challenging business environment of the 21st century. Grown as next practice in leading global companies It is a tried, tested and proven approach for helping organizations win the Triple Crown. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 5. CEMMethod®  OVERVIEW   THERE  ARE  36  SPECIFIC  TECHNIQUES  STEPS  (part  1)   Element Always Discretionary Levels Process Activity Map (PAM)   Y 1-2-3-4 Process Diagnostics   Y 1-2-3-4 Risk Assessment Y   1-2-3-4 Action Plan Y   1-2-3-4 Actions Taken Y   1-2-3-4 POF Dependencies Y   1-2-3-4 Points of Failure profile Y 1-2-3-4 Future State PAM   Y 1-2-3-4 Risk Impact Assessment   Y 1-2-3-4 Process Elasticity Y 1-2-3-4 Validated Process Activity Map   Y 2-3-4 SCO Mind Map Y   2-3-4 Validated Process Diagnostics   Y 2-3-4 Innovation Landscape   Y 3-4 SCO Statement Metrics Y   3-4 OI Strategic Matrix Y 3-4 Process Performance Landscape   Y 3-4 Performance Management Scorecard Y 4-5The CEMMethod® techniques and approaches are flexible and straight forward to use.On occasions an extensive toolkit may be required, in other situations point solutions may be appropriate.   ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 6. CEMMethod®  OVERVIEW   THERE  ARE  36  SPECIFIC  TECHNIQUES  STEPS  (part  2)   Element Always Discretionary LevelsOI Strategy Map   Y 4-5IT Opportunities matrix Y 4-5Individual Scorecard Y 4-5SCO Capabilities Overview   Y 4-5Customer Needs Assessment  Y 3-4-5Expectation Management Profile   Y 3-4-5ORCA Y 3-4-5-6-7-8Outside-In Centre of Excellence framework Y 3-4-5-6-7-8Process Performance Audit Y 3-4-5-6-7-8Team-Enterprise Score carding Y 6-7-8Customer Needs Alignment Y 6-7-8CNA Innovation Index Y  6-7-8ABACUS Y 6-7-8SCO Revolutions Y 6-7-8Proactive-Reactive Index Y 6-7-8Expectation Alignment Y 6-7-8OI Business Model Y 6-7-8People Awards Targeting Y 6-7-8A comprehensive toolkit supporting both operational and strategic requirements. Sustaining hard wonperformance gains requires a robust integrated approach. At the advanced levels the dots can be connectedfrom every task and activity through strategy to the Successful Customer Outcome (SCO). ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 7. CEMMethod®  SCO  MAPPING   REVEALING  THE  SUCCESSFUL  CUSTOMER  OUTCOME  Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The starting point will be determined by the nature of the challenge. It is however essential that a clear and objective understanding of customer needs is articulated. This specifically involves NEEDS of customer And goes way beyond traditional voice of customer insights.   ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 8. CEMMethod®  NEEDS  OF  CUSTOMER  ANALYSIS:   REVEALING  THE  SUCCESSFUL  CUSTOMER  OUTCOME  5: 1:The Successful Who is theCustomer Customer?Outcome – what doesthe customer really 2:need from us? What is the Customers current Expectation? 3:4: What is the processHow does what 6: the customer thinks The One liner SCO: they are involvedWe do impact CustomerSuccess? One line statement that with? explains the actual SCOThe primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 9. CEMMethod®  NEEDS  OF  CUSTOMER  ANALYSIS:   REVEALING  THE  SUCCESSFUL  CUSTOMER  OUTCOME  The Successful Customer Outcome (SCO) map requires teamwork to produce a set of clear objective insights.Often times the process is iterative as ideas develop, discussed and agreed upon. A simple test of the efficacyof the SCO Map is whether it is SMART – Specific, Measureable, Actionable, Relevant and Time bound.   ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 10. CEMMethod®  NEEDS  OF  CUSTOMER  ANALYSIS:   REVEALING  THE  SUCCESSFUL  CUSTOMER  OUTCOME  The SCO Map is built on mind mapping principles. It is not a linear left to right listing of attributes. In factSCO Maps can look messy as we develop an understanding of real Customer Needs. At the more advancedStages of CEMMethod deployment the SCO Map is a useful input to strategic thinking. But more on that later. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 11. CEMMethod®  OVERVIEW   UNDERSTAND  THE  CURRENT  STATE  PROCESS  Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules  The method is designed to be pragmatic in creating the understanding of the Current State. It uses simpleand easy to understand ideas (by anyone in the organization) so as to make the picture as near a reflectionof what actually takes place currently within the process. Quick to build and easy to share. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 12. CEMMethod®  OVERVIEW   UNDERSTAND  THE  CURRENT  STATE  PROCESS  People who understand the current state collate their information, initially as individuals and then as teams.Every input has a usefulness, from the detailed operational items through to the big picture observations.   ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 13. CEMMethod®  OVERVIEW   UNDERSTAND  THE  CURRENT  STATE  PROCESS  RepresenIng  the  Current  State  is  about  sharing  that  understanding  on  a  large  canvas.  It  is  normally  structured  with  an  appropriate  Imeline.  Structure  tends  to  be  freeform  (to  capture  the  true  nature  of  external  and  internal  interacIons)  rather  than  relying  on  factory  mindset  representaIons  of  process.   ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 14. CEMMethod®  OVERVIEW   UNDERSTAND  THE  CURRENT  STATE  PROCESS  People who understand the current state collate their information, initially as individuals and then as teams.Every input has a usefulness, from the detailed operational items through to the big picture observations.   ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 15. CEMMethod®  OVERVIEW   UNDERSTAND  THE  CURRENT  STATE  PROCESS  The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 16. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 17. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 18. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 19. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 20. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 21. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 22. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE     Capture  the     Moments  of   MOT Truth   Breakpoints IdenIfy  the     Breakpoints   BP Rules Document  the     Business  Rules   BRThe primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 23. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 24. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE     UNCONTROLLED   CHAOS   INEFFICIENT   OPTIMISED   IDEAL  The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 25. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 26. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 27. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 28. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 29. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 30. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 31. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE     1. Prepare the Action Plan 2. Outline the new process 3. Calculate the new POF(f) 4. Revisit and Upgrade the SCO map 5. Presentation & PlaybackThe primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 32. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 33. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Where  does  your  process   What  is  the  Successful  Customer    start  and  finish?   Outcome?      What  are  the  Key  Moments   What  business  are  you  (REALLY)  in?    of  Truth  in  this  Process?       The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 34. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 35. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for aprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 36. CEMMethod®  OVERVIEW   THE  STEPS  AND  STAGES  OF  THE    Understand  &   PROCESS   PROCESS   PROCESS   Create   DIAGNOSTICS   DIAGNOSTICS   DIAGNOSTICS   Develop   Perform   Develop   Process   Manage   Successful   Iden<fy     Iden<fy   Risk   Ac<on     Customer   Ac<vity   Assessment   Delivery   Moments   Iden<fy   Business   Plan   Outcomes   List   Breakpoints   of  Truth   Rules   The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012    
  • 37. Thank  you  for  reviewing  the     2013  overview  of  CEMMethod  The  CEMMethod  conInues  to  evolve  –  The  Advanced  CEMMethod  Includes  Strategy,  Leadership  and  ExecuIon.  If  you  would  like  access  to  that  resource  contact  sam.judge@bpgroup.org  ©  All  Rights  Reserved    -­‐  BP  Group    1992-­‐2012