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Outside In Process - Chicago V3

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  • 1. Dick Lee Founder, High-Yield Methods Board of Directors. BP Group Copyright 2009 BP Group 1
  • 2.  What is Outside-In?  Who’s using it?  Why are they using it?  Customer-alignment concept  Training opportunities Copyright 2009 High-Yield Methods 2
  • 3. Copyright 2009 High-Yield Methods 3
  • 4. From this From this To This 4
  • 5.  3M Company  Apple Computer  Fed-X  Nordstrom’s  Southwest Airlines 5
  • 6.  Amazon.com  Best Buy  Gilead Sciences  Google  Hospitality sector  IBM/Lenovo  Tesco Copyright 2009 High-Yield Methods 6
  • 7. Steve Towers Founder, BP Group, Towers Associates John Corr, President, BP Group, City Process Dick Lee, Founder, High-Yield Methods BP Group Board of Directors 7
  • 8. Copyright 2009 High-Yield Methods 8
  • 9. Empowered customers Competitive edge Build customer relationships Streamlining Copyright 2009 High-Yield Methods 9
  • 10. Copyright 2009 High-Yield Methods 10
  • 11. Copyright 2009 High-Yield Methods 11
  • 12. Customer Expectation Management (CEMM) Workflow Dynamics Visual Workflow (1996) Copyright 2009 High-Yield Methods 12
  • 13. + Customer- centricity +Revenue + Cost Service 13
  • 14. “What” “Who” Customer Enabling “How” technology “Why” emanates from strategy level Copyright 2009 High-Yield Methods 14
  • 15. Workflow Application (+ individual software process) Communication Enterprise Customers Strategies flow collaboration Systems Data flow architecture 15
  • 16. O-I Lean Six Sigma Customer-centric strategy  Redesign workflow   partly Redesign communication flow  Redesign data flow  Reengineer individual work   Generate tech. requirements  Requires special training   Designed for Office/Service  16
  • 17. Office/Service Environments Manufacturing Environments Low repetition High repetition Decision-based business process Fixed business process Adaptability critical Consistency critical Hundreds of key workflows Dozens of key workflows 80 % + of defects in hand-offs Most defects in individual work Invisible defects Visible defects Empowered staff Compliant staff Business process is the work Business process guides the work Integrated work, data & communication flows Independent detached flows Application data integration critical Embedded technology Managed by macro-level metrics Managed by micro-level metrics Outside-In Inside-out Copyright 2009 High-Yield Methods 17
  • 18. 18
  • 19. I. Align strategy with customers From transformational opportunities to ongoing service II. Align process with strategy Flows (work, communication, data)+ individual process III. Align technology with process Core systems, application software, messaging technology 19
  • 20. Input Process Output Customer Situation Strategies vision analysis Customer Invent new Priorities data Customer maturity Refine Redefine model current work 20
  • 21. Exec. Exec. sponsor Team captain Cross-functional core team Resource teams 21
  • 22. Assess Redesign Output as-is Work flow “What” work Workflow by “who” Comm. flow “How” + tech. Comm. flow Data flow Enabling technology Data flow Individual “How” + process tech. 22
  • 23. Exec. Exec. sponsor Team captain Cross-functional core team Resource teams 23
  • 24. Systems Apps. & Comm. architect. analytics software Data Application integration layer UC Web Forms, SaaS Channels Location & analysis App. config. “Records of Analysis & Routing record” reporting 24
  • 25. C-Level Sponsor Team captain Cross-functional core team IT 25
  • 26. •Stronger customer relationships I. •Higher quality work II. •Streamlining (cost reduction) III. Copyright 2009 High-Yield Methods 26
  • 27. 27
  • 28.  Global training  25,000 members  7,000 CPP certificates issued  Global consulting network  Online networking/education (BP Group, Outside-In Process group (both on Linkedin)  Public certification sessions:  Boston (12/15/09 – levels 1-3)  Orlando (1/21/10 – levels 4 - 5)  Chicago (2010) 28
  • 29. Copyright 2009 High-Yield Methods 29
  • 30. Steve Towers’ new book: release November/December 2009 Copyright 2009 High-Yield Methods 30
  • 31. Get started with Outside-In! 31