• Share
  • Email
  • Embed
  • Like
  • Private Content
Outside In Process - Chicago V3
 

Outside In Process - Chicago V3

on

  • 1,503 views

 

Statistics

Views

Total Views
1,503
Views on SlideShare
1,329
Embed Views
174

Actions

Likes
1
Downloads
61
Comments
0

9 Embeds 174

http://successfuloutcomes.blogspot.com 80
http://www.successfulcustomeroutcomes.net 62
http://www.customerthink.com 23
http://www.linkedin.com 3
http://www.slideshare.net 2
http://customerthink.com 1
http://www.successfuloutcomes.blogspot.com 1
http://www.lmodules.com 1
https://www.linkedin.com 1
More...

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Outside In Process - Chicago V3 Outside In Process - Chicago V3 Presentation Transcript

    • 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 2
    • 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  Google  Hospitality sector  IBM/Lenovo  Tesco Copyright 2009 High-Yield Methods 6
    • 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
    • Copyright 2009 High-Yield Methods 8
    • Empowered customers Competitive edge Build customer relationships Streamlining Copyright 2009 High-Yield Methods 9
    • Copyright 2009 High-Yield Methods 10
    • Copyright 2009 High-Yield Methods 11
    • Customer Expectation Management (CEMM) Workflow Dynamics Visual Workflow (1996) Copyright 2009 High-Yield Methods 12
    • + Customer- centricity +Revenue + Cost Service 13
    • “What” “Who” Customer Enabling “How” technology “Why” emanates from strategy level Copyright 2009 High-Yield Methods 14
    • Workflow Application (+ individual software process) Communication Enterprise Customers Strategies flow collaboration Systems Data flow architecture 15
    • 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
    • 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
    • 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
    • Input Process Output Customer Situation Strategies vision analysis Customer Invent new Priorities data Customer maturity Refine Redefine model current work 20
    • Exec. Exec. sponsor Team captain Cross-functional core team Resource teams 21
    • 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
    • Exec. Exec. sponsor Team captain Cross-functional core team Resource teams 23
    • 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
    • C-Level Sponsor Team captain Cross-functional core team IT 25
    • •Stronger customer relationships I. •Higher quality work II. •Streamlining (cost reduction) III. Copyright 2009 High-Yield Methods 26
    • 27
    •  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
    • 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