• Share
  • Email
  • Embed
  • Like
  • Private Content
PEX Asia 2014 Keynote Steve Towers
 

PEX Asia 2014 Keynote Steve Towers

on

  • 744 views

An integrated approach to delivering Process Transformation

An integrated approach to delivering Process Transformation

Statistics

Views

Total Views
744
Views on SlideShare
366
Embed Views
378

Actions

Likes
2
Downloads
14
Comments
1

19 Embeds 378

http://www.successfulcustomeroutcomes.net 225
http://bpcommunity.blogspot.com 50
http://www.bpcommunity.blogspot.co.uk 40
http://bpcommunity.blogspot.co.uk 20
http://feedly.com 8
http://bpcommunity.blogspot.ca 8
http://bpcommunity.blogspot.se 6
http://www.bpcommunity.blogspot.ru 5
http://bpcommunity.blogspot.com.au 3
http://bpcommunity.blogspot.in 2
http://bpcommunity.blogspot.sg 2
http://bpcommunity.blogspot.ru 2
http://bpcommunity.blogspot.ae 1
http://bpcommunity.blogspot.mx 1
http://bpcommunity.blogspot.be 1
http://www.reputation.com 1
http://bpcommunity.blogspot.no 1
http://www.linkedin.com 1
http://bpcommunity.blogspot.hk 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

11 of 1 previous next

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

    PEX Asia 2014 Keynote Steve Towers PEX Asia 2014 Keynote Steve Towers Presentation Transcript

    • Keynote Steve Towers @stowers Transforming business in Asia using an integrated approach
    • STEVE TOWERS AUTHOR, COACH, CONSULTANT & MENTOR www.stevetowers.com                                                             www.bpgroup.org                            www.cer0fiedprocessprofessional.com                                            www.towersassociates.com   long ked on a y a ve w o r n Ih with ma rm basis anies over te comp leading ades.. two dec ks.. the last eral boo ored sev Auth                                          www.oibpm.com                                        www.cemmethod.com                                    www.cxra0ng.com       Industria l   Engineeri ng   O&M   Systems   Ops  Rese arc Outside-­‐I h   n       Reiki   NLP   Hypnosis       Originally an Industr ial Engineer worked in Operation s, Marketi ng Systems from the fr & ont line to the ‘C’ Level. Also a qu alified Master H ypnotist, Hypnothe NLP Prac rapist titioner an d Reiki Mas ter.
    • www.bpgroup.org   Singapore  Feb  25  2014   Cer0fied  Process  Professionals  
    • Changing views of the organization
    • Away from Top down Industrial silo’s
    • And monolithic pyramids that exclude…..?
    • that had single simple communication
    • Where the customer had limited and restricted choice
    • Where the world seemed flat and the rules understood
    • how do we go about Connecting the dots and turning thoughts into Action?
    • inside-out –everything looks like a production line – where is the customer? and our ways of communicating are designed for the old world industrialized view of things
    • times have changed forever Different shapes sizes and places
    • We need simple and intuitive
    • That works for all our customers
    • That learns as we do and reconfigures on the fly
    • That works across all channels immediately
    • Which copes with the lack of cohesive systems and processes
    • And truly understands Customer NEEDS (not wants)
    • Is accessible to staff whatever the level and skill set
    • IT’s Time to change the way we do Process Excellence
    • And let people do what they need to do whenever whereever
    • That links everything together
    • Regardless of channel, customer, technology and process
    • So how could we look at our processes and strategy?
    • an integrated approach is needed OUTSIDE-IN…..why? because It’s a joke the way some orgs d/w customers the old ways often pay lip service to the REAL NEEDS
    • NEEDS V. WANTS 300,000  worldwide   Floirda/California/France/China/Japan  
    • PROCESS DESIGN FROM THE OUTSIDE-IN lookING at Process FROM THE PERSPECTIVE OF successful customer outcome and MOMENTS OF TRUTH
    • Using PEX to improve things and we can learn from each other
    • nine moves to consider !   use tools and approaches suitable to the task in hand !   make sure what you do is accessible to all (even the CEO) !   avoid analysis paralysis (how much to do you need to know to know you know you know enough?) !   ensure what you are doing creates flexibility & adaptability !   deliver results quickly and simply (don’t over engineer) !   communicate openly across all channels !   understand customer NEEDS and not wants (Needs of Customer NOT Voice of Customer) !   put the customer at the centre of everything you do !   reframe the world from the Outside-In (lego)
    • so your opening moves could be….         !  Identify the interactions you have with your customer !  Note whether these are Moments of Magic or Moments of Misery !  Identify actions that would eliminate the Moments of Misery
    • STEVE TOWERS AUTHOR, COACH, CONSULTANT & MENTOR www.stevetowers.com                                                             www.bpgroup.org                            www.cer0fiedprocessprofessional.com                                            www.towersassociates.com   Business Card > Thank you!                                          www.oibpm.com                                        www.cemmethod.com                                    www.cxra0ng.com       Industria l   Engineeri ng   O&M   Systems   Ops  Rese arc Outside-­‐I h   n       Reiki   NLP   Hypnosis      
    • Keynote Steve Towers @stowers Transforming business in Asia using an integrated approach