Customer Centricity, BPM & Outside-In
 

Customer Centricity, BPM & Outside-In

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BP Groups 18th Annual Conference featured tremendous presentations.

BP Groups 18th Annual Conference featured tremendous presentations.
We looked at the latest in Process Excellence and this is Steve Towers contribution :-)

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    Customer Centricity, BPM & Outside-In Customer Centricity, BPM & Outside-In Presentation Transcript

    • 4-5th April 2011, The Brewery, London, UK Steve Towers CEO & Founder steve.towers@bpgroup.org CUSTOMER CENTRICITY & PERFORMANCE: Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process ManagementBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • Using a Knife and Fork to Cut my Lawn?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • The mistake of industrial age thinking.. in a Facebook eraBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • A Global The Why should tipping point Implications you care?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • A Global tipping pointBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • INOUTSIDE ExamplesBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • We have inherited an industrial legacy in thought and action...BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • What shape are you in?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • Our organisations all look the same... CEO Marketing Sales Customer Operations Finance ServiceBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • Processes wend and meander their way around these rigid structures... CEO Marketing Sales Customer Operations Finance ServiceBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • And hey ho – we nearly forgot the customer! Now where do they go? CEO Marketing Sales Customer Operations Finance ServiceBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • However...BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • The Always onhas all happenedthe 21st century - The Always on World – It World of in the last 13 years! Mapping the Growth of the Internet 1998BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • The Always on World of the 21st century Mapping the Growth of the InternetBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • Why should we bother? Because the customer is a very different animal…. Inspiration: Udayan Banerjee CTO, NIIT Technology (India)BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • Choice: We now have a bewildering array in almost every product and service.BPGroup 18th Annual Conference - April 2011 Source: Fanzine © BPGroup – All Rights Reserved
    • The Promiscuous Customer: I will go with anyone I choose on my termsSource: BigStock
    • Rebellion – Groundswell: Customers – we don’t take **it anymoreBPGroup 18th Annual Conference - April 2011 Source: iStockphoto © BPGroup – All Rights Reserved
    • Groundswell: Customers – we don’t take **it anymore
    • Expectations: Customers – less of the sizzle, more of the meat
    • Expectations: Say High – Do High, or else
    • Multi-channels: I want it my way when I saySource: Fanzine
    • Prosumer: The Customer Experience is the ProcessSource: Fanzine
    • Everything has changed? We believe that within five years, 96 percent of consumers will have access to the Internet, whether it be through a personal computer, a set-top box or a mobile device. You bet that changes everything. (2010)Source: Fanzine
    • This is a Copernican Moment Copernicus - 19 February 1473 – 24 May 1543 He died 467 years ago
    • The Implications "We cant solve problems by using the same kind of thinking we used when we created them."BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • The ImplicationsBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • Acknowledgement.. www.cemmethod.com EXECUTE REVIEW ASSESSMENTDISCOVERY
    • Outside-In Strategic Matrix (OI-SM) – with acknowledgement - Work will never be the same again…What immediate questions can we ask ourselves? NAME:___________________________________ 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?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • Creating SCO’s is alogical imperative– with acknowledgement -TheProcessPerformanceLandscape®
    • Why should you care?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • It is the end of our beginnings 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 hasDee Hock, Founder & CEO--Visa ever experienced. Ahead, the possibility of the regeneration of relationships, liberty, community, and ethics such as the world has never known, and a harmonyA Global with nature, with one another, and with the divinetipping point intelligence such as the world has never dreamed.
    • BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • A Global The Why should tipping point Implications you care?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
    • Steve Towers CEO & Founder steve.towers@bpgroup.org CUSTOMER CENTRICITY & PERFORMANCE: Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process ManagementBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved