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PEX Sydney Steve_Towers * BPM is Dead, Long Live CEM *

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The PEX event discussed why BPM so often fails. This presentation reveals why that is so, and then demonstrates how, by following a well trodden path we can all get it right. …

The PEX event discussed why BPM so often fails. This presentation reveals why that is so, and then demonstrates how, by following a well trodden path we can all get it right.

It is BPM Jim but not as we know it!

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  • 1. You will never think of process in the same way again™ Certified Process Professional If you enjoy this presentation signup for the next cpp masters (5 days) in: sydney 13th CPP Masters w/c 27 october https://sydneymasters2014.eventbrite.com brisbane 10th CPP MASTERS w/c 3 November https://brisbanemasters2014.eventbrite.com
  • 2. Who’s eating your lunch? brands that customers trust other banks major global brands trusted sources of guidance agile retailers other financial companies new startups
  • 3. What can we do?
  • 4. Understanding the value proposition of Business Process Management and demonstrating the business value to process owners Understanding the value proposition of Business Process Management and demonstrating the business value to process owners
  • 5. Understanding the value proposition of Business Process Management and demonstrating the business value to process owners
  • 6. @STOWERS#PEXcpp #cx #certifiedprocessprofessional @jdodkins
  • 7. THIS ISN’T ROCKET SCIENCE Understanding the value proposition of BPM Using BPM to align organisation’s business processes with customer needs Building the business case - assessing the requirements to successfully implement a BPM approach 1 2 3 1 2 3
  • 8. what we need is organisation & methods
  • 9. www.flickr.com/photos/mwichary/2356663850/   CEO Marketing Sales Customer Service Operations Finance
  • 10. six honest serving men WHO WHAT WHERE WHY WHEN HOW TOGAF ZACHMAN ITIL ETOM BPMS SSADM AGILE
  • 11. we have got to make management scientific
  • 12. the process must move to the workers
  • 13. everything can be connected WWW
  • 14. ITS BPM JIM BUT NOT AS WE KNOW IT “THERE’S FOUR SPIECIES HERE, BUT STRANGELY THEY ALL BELIEVE IN THE SAME THING"
  • 15. Understanding the value proposition of BPM •  Adam Smith •  Rudyard Kipling •  Frederick Winslow Taylor •  Henry Ford •  Tim Berners-Lee •  Doctor McCoy – “its BPM Jim but not as we know it” 1 2 3 4 5 6
  • 16. BPM has four flavours – what’s yours? ² BPM to redesign the organisation ² BPM to automate the organisation ² bpm to redesign then automate the organisation ² BPM to reframe the customer experience
  • 17. Ups, Downs and Sideways •  If you automate a mess you end up with a….
  • 18. Ups, Downs and Sideways •  If you automate a mess you end up with a…. •  If what you are doing is dumb making that more efficient is dumber
  • 19. Ups, Downs and Sideways •  If you automate a mess you end up with a…. •  If what you are doing is dumb making that more efficient is dumber •  fossilizing the dumb stuff into a big erp is really the dumbest of all
  • 20. Ups, Downs and Sideways •  If you automate a mess you end up with a…. •  If what you are doing is dumb making that more efficient is dumber •  fossilizing the dumb stuff into a big erp is really the dumbest of all •  Aligning what you are doing to deliver Successful Customer Outcomes (makes a lot more sense)
  • 21. “Outside-in is a powerful idea” Jack Welch
  • 22. Ups, Downs and Sideways •  If you automate a mess you end up with a…. •  If what you are doing is dumb making that more efficient is dumber •  fossilizing the dumb stuff into a big erp is really the dumbest of all •  Aligning what you are doing to deliver Successful Customer Outcomes (makes a lot more sense) the process performance landscape
  • 23. BPM Wins the Triple Crown •  Simultaneously Reduce costs, Grow revenues and Enhance service •  Show me the money! •  A few achievers and their stories
  • 24. A few achievers of note WWW.BPGROUP.ORG
  • 25. Building the business case - assessing the requirements to successfully implement a BPM approach •  Start where you are •  Create advocacy through local success •  Get your folks up to speed (tools, techniques and language) •  Grow out the programme – example
  • 26. Using BPM to align organisation’s business processes with customer needs •  Understand the needs •  Identify what you are doing to deliver those needs •  Align everything to achieve those needs •  Manage expectations and the customer experience IT IS NEEDS OF CUSTOMER NOT VOICE OF CUSTOMER
  • 27. Using BPM to align organisation’s business processes with customer needs • Understand the needs •  Identify what you are doing to deliver those needs •  Align everything to achieve those needs •  Manage expectations and the customer experience
  • 28. the process performance landscape (how to)
  • 29. successful Customer outcome Focused BPM More and better skilled staff Invest in staff & facilities Patient Superior Patient Exp. Faster & more successful delivery Free up time & resources Superior Triple Crown Results Increase in patients treated Understand the Successful Customer Outcome create the process to support the sco roll out the process lower costs better service improved revenue
  • 30. focus on the sco and everything else follows - example
  • 31. summary - moving from industrial age thinking
  • 32. summary - to outside-in thinking & practice
  • 33. Building the business case - assessing the requirements to successfully implement a BPM approach •  Start where you are •  Create advocacy through local success •  Get your folks up to speed (tools, techniques and language) •  Grow out the programme
  • 34. Acknowledgements flikr istockphoto bigstock logo’s used with permission video’s used with permission all © acknowledged
  • 35. TAKK ‫:شكرا‬
  • 36. Understanding the value proposition of Business Process Management and demonstrating the business value to process owners Understanding the value proposition of Business Process Management and demonstrating the business value to process owners
  • 37. You will never think of process in the same way again™ Certified Process Professional If you enjoy this presentation signup for the next cpp masters (5 days) in: sydney 13th CPP Masters w/c 27 october https://sydneymasters2014.eventbrite.com brisbane 10th CPP MASTERS w/c 3 November https://brisbanemasters2014.eventbrite.com