www.stevetowers.com
                                                                                                      ...
“It’s true the
  questions
  Are the
  same…

  But this year
  the answers
  are
  different”




© MMX www.bpgroup.org –...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
www.bpgroup.org
                                                                                             • Global – 37...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
www.stevetowers.com
                                                                                                      ...
www.stevetowers.com
                                                                                                      ...
www.stevetowers.com
                                                                                                      ...
www.stevetowers.com
                                                                                                      ...
What’s the difference between
                                   Inside-Out v. Outside-In?




© MMX www.bpgroup.org – ste...
We have inherited an industrial legacy in thought and
 action...




© MMX www.bpgroup.org – steve.towers@bpgroup.org   St...
What shape are you in?




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Custome...
Our organizations all look the same...



                                                                                ...
Processes wend and meander their way around these
 rigid structures...



                                                ...
And hey ho – we nearly forgot the customer!
 Now where do they go?


                                                     ...
What’s missing in our
Inside-Out world view?




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creatin...
What about changing the way we work then?

                                                                               ...
However...




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome wi...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
The Tipping Point, from Inside-Out to Outside-In


  We are at the very point in time when a 400-year
    old age is dying...
What Business Are you In?




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Cust...
“ we are not in the pill
                                                                                                 ...
Questions in an Outside-In world.. Who are these
 companies?

    What Business Are you in?

    Roundtable....
      Life...
Questions in an Outside-In world


    What Business Are you in?

      Roundtable....
    1. Choose one company per
     ...
Are you Inside-Out
                                 or
                             Outside-In?


© MMX www.bpgroup.org – ...
Why should we bother?...well
    The 21st century is a very different place

       US$39.6 bn online                     ...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
A Copernican Moment




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer O...
A New Way of doing
                                                                                                       ...
www.stevetowers.com
                                                                                                      ...
Waves of Benefits from Business Process Evolution
based on Towers Associates & BPGroup Research 2006-7 (800+ organizations...
Waves of Benefits from Business Process Evolution
based on BPGroup Research 2006-7 (800+ organizations) – published at the...
www.stevetowers.com
                                                                                                      ...
Who said this? (Inspired SCO thinking)

                        “You can't always get
                          what you w...
Question
        • How do you find out what the customer
          wants?


        • Discuss,
          feedback,
       ...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
Moments of Truth – they’re everywhere


           • Moments of
             Truth permeate
             our lives in
    ...
A decade of Apple Innovation




        Power-                                                      Cinema               ...
Conclusion – Optimize Process

        •


        •

                                                                    ...
www.stevetowers.com
                                                                                                      ...
The biggest
                                                                                                              ...
We can help our
organizations align
to Successful
Customer
Outcomes

The
Process
Performance
Landscape



© MMX www.bpgrou...
Everything we do
                                                                                  Customer
        can co...
1. Who is your
                                                                                 Customer
               cu...
AND HERE
                                                                                  Customer
             IS THE KI...
“And the Size of the prize?
                   It is between 40-70% cost
                   reduction across your critical...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
www.cemmethod.com
                                                                                                        ...
Some elements that change …


                                                                          Inside-Out        ...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
Next Steps
        • Download the Slides
        • Exchange a Business Card for a free
          Moments of Truth Toolkit ...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In T...
www.stevetowers.com
                                                                                                      ...
A decade of Apple Innovation




        Power-                                                      Cinema               ...
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Outside In The Secret Of The Leading 21st Century Companies Show

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A review of the latest evolution of process thinking based on the practices within 'leading companies' such as Virgin, Southwest AIrlines, BestBuy, Emirates, Gilead Sciences etc.

Dedicated 'Outside-In' group on LinkedIn at http://bit.ly/aefRJ7

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Outside In The Secret Of The Leading 21st Century Companies Show

  1. 1. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  2. 2. “It’s true the questions Are the same… But this year the answers are different” © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  3. 3. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  4. 4. www.bpgroup.org • Global – 37,000 COMMUNITY • LinkedIn – 3,000+ www.bp2010.com • Certification (7 Levels) TRAINING • Open & In house Learning • Online Support www.bpcommunity.org BUSINESS • Support Groups PROCESS • Mentoring & PROFESSIONAL Coaching • Articles, News INFORMATION • Discussion & RESEARCH • Conferences & Seminars www.successfuloutcomes.blogspot.com © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  5. 5. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  6. 6. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  7. 7. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  8. 8. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  9. 9. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  10. 10. What’s the difference between Inside-Out v. Outside-In? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  11. 11. We have inherited an industrial legacy in thought and action... © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  12. 12. What shape are you in? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  13. 13. Our organizations all look the same... CEO Customer Marketing Sales Operations Finance Service © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  14. 14. Processes wend and meander their way around these rigid structures... CEO Customer Marketing Sales Operations Finance Service © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  15. 15. And hey ho – we nearly forgot the customer! Now where do they go? CEO Customer Marketing Sales Operations Finance Service © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  16. 16. What’s missing in our Inside-Out world view? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  17. 17. What about changing the way we work then? This can be overwhelming for many people and their organizations because the processes and systems in place are complex, expensive and constrain our agility… they were built for a different era …. And that’s everywhere! © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  18. 18. However... © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  19. 19. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  20. 20. The Tipping Point, from Inside-Out to Outside-In 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 has ever experienced. Ahead, the possibility of the regeneration of relationships, liberty, community, and ethics such as the world has never known, and a harmony with nature, with one another, and with the divine intelligence such as the world has never dreamed. Dee Hock, Founder & CEO--Visa © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  21. 21. What Business Are you In? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  22. 22. “ we are not in the pill Business. We are not in The injections business. When our reps present Products they aren’t Pills. They’re selling What the pills will do for our patients” Joe Scordari, former Worldwide Chairman J&J © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  23. 23. Questions in an Outside-In world.. Who are these companies? What Business Are you in? Roundtable.... Lifestyle management Moving people Fixing people Gratification Expression Always-On © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  24. 24. Questions in an Outside-In world What Business Are you in? Roundtable.... 1. Choose one company per table.. 2. What is their Inside-Out business? 3. Now what are you really? (or should you be)? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  25. 25. Are you Inside-Out or Outside-In? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  26. 26. Why should we bother?...well The 21st century is a very different place US$39.6 bn online Choice advertising sales (2009) - $131 per person Prosumer Customer (Customer Sophistication) Promiscuity Enlightened Customer Multiple Customer Inspiration: 81% Americans Channels Rebellion! Udayan Banerjee Online, 78% CTO, Europeans, 77% NIIT Technology (India) SE Asia (2008) Customer Expectations © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  27. 27. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  28. 28. A Copernican Moment © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  29. 29. A New Way of doing stuff has arrived © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  30. 30. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  31. 31. Waves of Benefits from Business Process Evolution based on Towers Associates & BPGroup Research 2006-7 (800+ organizations) 4 3 Benefits 2 Choice Prosumer Promiscuity Enlightened 1 Customer Multiple Groundswell Channels Expectations 1970 1975 1980 1985 1990 1995 2000 2005 2010 © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  32. 32. Waves of Benefits from Business Process Evolution based on BPGroup Research 2006-7 (800+ organizations) – published at the IQPC BPE Event, London 2007 4 3 CUSTOMER DRIVEN Benefits 2 CUSTOMER CONSIDERATE 1 CUSTOMER SENSITIVE 1970 1975 1980 1985 1990 1995 2000 2005 2010 © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  33. 33. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  34. 34. Who said this? (Inspired SCO thinking) “You can't always get what you want But if you try sometimes you just might find You get what you need” © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  35. 35. Question • How do you find out what the customer wants? • Discuss, feedback, review and Vote!  © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  36. 36. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  37. 37. Moments of Truth – they’re everywhere • Moments of Truth permeate our lives in every product and service © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  38. 38. A decade of Apple Innovation Power- Cinema Nike & iPod iTablet? book iLife Displays iPod Classic 00 01 02 03 04 05 06 07 08 09 FREE iPhone? Original iPod MAC iPod MacBook iPhone OSX Shuffle Air 3GS © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  39. 39. Conclusion – Optimize Process • •  MOT MOT MOT MOT MOT MOT MOT MOT  • © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  40. 40. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  41. 41. The biggest enemy of thinking is complexity, for that leads to confusion. Edward de Bono © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  42. 42. We can help our organizations align to Successful Customer Outcomes The Process Performance Landscape © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  43. 43. Everything we do Customer can contribute! SUCCESSFUL CUSTOMER OUTCOMES SCO CUSTOMER OUTCOMES CO CO OUTCOMES Oc Oc Oc OUTPUTS ACTIVITIES TASKS © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  44. 44. 1. Who is your Customer customer? SCO 2. What is their SCO? CO CO O 3. What are the key c Oc Oc Activities that contribute to the SCO? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  45. 45. AND HERE Customer IS THE KICKER Can You think of SCO things that happen that do NOT CO CO contribute to the SCO? Oc Oc Oc That is part of the Opportunity.. It’s Potentially DUMB STUFF = complexity, cost & inefficiency © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  46. 46. “And the Size of the prize? It is between 40-70% cost reduction across your critical and core processes” John Corr, Alix Partners (London) © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  47. 47. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  48. 48. www.cemmethod.com EXECUTE REVIEW ASSESSMENT DISCOVERY © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  49. 49. Some elements that change … Inside-Out Outside-In Processes Complex Simple People Controlled Empowered Structure Hierarchy/ Team Functional Systems Prescriptive Adaptive Measurement Activities Results Customer End of chain Inclusive Segmented Individual © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  50. 50. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  51. 51. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  52. 52. Next Steps • Download the Slides • Exchange a Business Card for a free Moments of Truth Toolkit & the new book “Outside-In” • Go do Outside-In within your existing projects! • Sign-up Upcoming Certified Process Professional Training: www.bp2010.com (120+ two-three day sessions) Los Angeles – March 22-24 SOLD OUT Boston – May 4-6 San Diego – April 22-23 San Francisco – April 19-20 New York – Aug 30-31 Atlanta – Sep 2-3 Denver – Sep 6-8 © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  53. 53. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  54. 54. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  55. 55. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  56. 56. A decade of Apple Innovation Power- Cinema Nike & iPod iTablet? book iLife Displays iPod Classic 00 01 02 03 04 05 06 07 08 09 FREE iPhone? Original iPod MAC iPod MacBook iPhone OSX Shuffle Air 3GS © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
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