Dick Lee
 Founder, High-Yield Methods
 Board of Directors. BP Group
Copyright 2009 BP Group         1
 What is Outside-In?

 Who’s using it?

 Why are they using it?

 Customer-alignment concept

 Training opportunities...
Copyright 2009 High-Yield Methods   3
From this
            From this



                        To This




                        4
 3M Company
 Apple Computer
 Fed-X
 Nordstrom’s
 Southwest Airlines




                       5
 Amazon.com
                                Best Buy
                                Gilead Sciences
                  ...
Steve Towers   Founder, BP Group,
               Towers Associates


John Corr,     President, BP Group,
               Ci...
Copyright 2009 High-Yield Methods   8
Empowered customers


           Competitive edge

              Build customer
               relationships

            ...
Copyright 2009 High-Yield Methods   10
Copyright 2009 High-Yield Methods   11
Customer Expectation Management (CEMM)


           Workflow Dynamics


         Visual Workflow (1996)


         Copyrig...
+ Customer-
                              centricity
                   +Revenue
          + Cost

Service



            ...
“What”                                     “Who”


               Customer

 Enabling
                                    ...
Workflow
                                          Application
                          (+ individual    software
       ...
O-I   Lean   Six Sigma
Customer-centric strategy     
Redesign workflow                          partly
Redesign commun...
Office/Service Environments                                  Manufacturing Environments
Low repetition                    ...
18
I. Align strategy with customers
 From transformational opportunities to ongoing service



         II. Align process wit...
Input      Process      Output

Customer    Situation
                         Strategies
 vision     analysis

Customer  ...
Exec.


      Exec. sponsor

      Team captain


Cross-functional core team


     Resource teams

                      ...
Assess
             Redesign      Output
 as-is
              Work flow    “What” work
 Workflow                    by “wh...
Exec.


      Exec. sponsor

      Team captain


Cross-functional core team


     Resource teams

                      ...
Systems       Apps. &         Comm.
architect.    analytics      software
   Data       Application
integration      layer...
C-Level


         Sponsor

      Team captain


Cross-functional core team


            IT

                            ...
•Stronger customer relationships
 I.

       •Higher quality work
II.

       •Streamlining (cost reduction)
III.


      ...
27
 Global training
 25,000 members
 7,000 CPP certificates issued
 Global consulting network
 Online networking/educati...
Copyright 2009 High-Yield Methods   29
Steve Towers’ new book:
release November/December 2009

     Copyright 2009 High-Yield Methods   30
Get started with Outside-In!




                               31
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Outside In Process - Chicago V3

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Outside In Process - Chicago V3

  1. 1. Dick Lee Founder, High-Yield Methods Board of Directors. BP Group Copyright 2009 BP Group 1
  2. 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. 3. Copyright 2009 High-Yield Methods 3
  4. 4. From this From this To This 4
  5. 5.  3M Company  Apple Computer  Fed-X  Nordstrom’s  Southwest Airlines 5
  6. 6.  Amazon.com  Best Buy  Gilead Sciences  Google  Hospitality sector  IBM/Lenovo  Tesco Copyright 2009 High-Yield Methods 6
  7. 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. 8. Copyright 2009 High-Yield Methods 8
  9. 9. Empowered customers Competitive edge Build customer relationships Streamlining Copyright 2009 High-Yield Methods 9
  10. 10. Copyright 2009 High-Yield Methods 10
  11. 11. Copyright 2009 High-Yield Methods 11
  12. 12. Customer Expectation Management (CEMM) Workflow Dynamics Visual Workflow (1996) Copyright 2009 High-Yield Methods 12
  13. 13. + Customer- centricity +Revenue + Cost Service 13
  14. 14. “What” “Who” Customer Enabling “How” technology “Why” emanates from strategy level Copyright 2009 High-Yield Methods 14
  15. 15. Workflow Application (+ individual software process) Communication Enterprise Customers Strategies flow collaboration Systems Data flow architecture 15
  16. 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. 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. 18
  19. 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. 20. Input Process Output Customer Situation Strategies vision analysis Customer Invent new Priorities data Customer maturity Refine Redefine model current work 20
  21. 21. Exec. Exec. sponsor Team captain Cross-functional core team Resource teams 21
  22. 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. 23. Exec. Exec. sponsor Team captain Cross-functional core team Resource teams 23
  24. 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. 25. C-Level Sponsor Team captain Cross-functional core team IT 25
  26. 26. •Stronger customer relationships I. •Higher quality work II. •Streamlining (cost reduction) III. Copyright 2009 High-Yield Methods 26
  27. 27. 27
  28. 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. 29. Copyright 2009 High-Yield Methods 29
  30. 30. Steve Towers’ new book: release November/December 2009 Copyright 2009 High-Yield Methods 30
  31. 31. Get started with Outside-In! 31
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