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PEX Asia 2014 Keynote Steve Towers

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An integrated approach to delivering Process Transformation

An integrated approach to delivering Process Transformation

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