Keynote

Steve Towers
@stowers

Transforming business in Asia
using an integrated approach
STEVE TOWERS

AUTHOR, COACH, CONSULTANT & MENTOR
www.stevetowers.com	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
...
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 f...
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...
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 ...
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 t...
so your opening moves could be….
	
  
	
  
	
  	
  

!  Identify the interactions you have
with your customer
!  Note whet...
STEVE TOWERS

AUTHOR, COACH, CONSULTANT & MENTOR
www.stevetowers.com	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
...
Keynote

Steve Towers
@stowers

Transforming business in Asia
using an integrated approach
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PEX Asia 2014 Keynote Steve Towers

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An integrated approach to delivering Process Transformation

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Transcript of "PEX Asia 2014 Keynote Steve Towers"

  1. 1. Keynote Steve Towers @stowers Transforming business in Asia using an integrated approach
  2. 2. 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.
  3. 3. www.bpgroup.org   Singapore  Feb  25  2014   Cer0fied  Process  Professionals  
  4. 4. Changing views of the organization
  5. 5. Away from Top down Industrial silo’s
  6. 6. And monolithic pyramids that exclude…..?
  7. 7. that had single simple communication
  8. 8. Where the customer had limited and restricted choice
  9. 9. Where the world seemed flat and the rules understood
  10. 10. how do we go about Connecting the dots and turning thoughts into Action?
  11. 11. 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
  12. 12. times have changed forever Different shapes sizes and places
  13. 13. We need simple and intuitive
  14. 14. That works for all our customers
  15. 15. That learns as we do and reconfigures on the fly
  16. 16. That works across all channels immediately
  17. 17. Which copes with the lack of cohesive systems and processes
  18. 18. And truly understands Customer NEEDS (not wants)
  19. 19. Is accessible to staff whatever the level and skill set
  20. 20. IT’s Time to change the way we do Process Excellence
  21. 21. And let people do what they need to do whenever whereever
  22. 22. That links everything together
  23. 23. Regardless of channel, customer, technology and process
  24. 24. So how could we look at our processes and strategy?
  25. 25. 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
  26. 26. NEEDS V. WANTS 300,000  worldwide   Floirda/California/France/China/Japan  
  27. 27. PROCESS DESIGN FROM THE OUTSIDE-IN lookING at Process FROM THE PERSPECTIVE OF successful customer outcome and MOMENTS OF TRUTH
  28. 28. Using PEX to improve things and we can learn from each other
  29. 29. 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)
  30. 30. 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
  31. 31. 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      
  32. 32. Keynote Steve Towers @stowers Transforming business in Asia using an integrated approach
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