Raising the Bar to deliver customer success consistently
 

Raising the Bar to deliver customer success consistently

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How can we keep improving our performance when the customer keeps demanding more?

How can we keep improving our performance when the customer keeps demanding more?
For those seeking to move beyond same old same old this is one way forward.

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    Raising the Bar to deliver customer success consistently Raising the Bar to deliver customer success consistently Presentation Transcript

    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Raising  the  Competitive  Bar   and  Securing  Gold         #cppmaster   Steve  Towers   CEO  &  Founder  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS  PROCESS   EXCELLENCE   RAISING  THE  COMPETITIVE  BAR   AND  WINNING  GOLD     ü What  are  we  all  trying  to  do?   ü Why  are  we  all  trying  to  Win  Gold?   ü How  we  can  focus  ourselves  to  do  it?   ü Who  is  responsible  in  our  organisaKons   for  leading  the  effort?   ü When  do  we  stop  raising  the  bar?  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org COMMUNITY   •  Global  –  85,000  members   •  LinkedIn  –  11,000+   •  CerKfied  Process   Professional  26,000+   TRAINING   •  AccreditaKon     CPP  PracKKoner       CPP  Professional     CPP  Master   CPP  Champion   •  OPEN  &  INHOUSE   •  Online  Support   SKILLS  TRANSFER   &   CAPABILITY   • Support  Groups   • Mentoring  &  Coaching   CONSULTANCY   &   RESEARCH   •  ArKcles,  News   •  Discussion   •  Conferences  &  Seminars   www.bpgroup.org 1992-2013 www.bpgroup.org Competent   Professional   Progressive   www.bpgroup.org 1992-2013 20+
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org CHALLENGES  ACROSS  OUR  ORGANISATIONS  IN  THE  21ST  CENTURY   IMMEDIATE  AND  LONG  TERM  SYSTEMIC  CHANGE   Poli<cal   Vola<lity     (Mid  East   Far  East)   Market  &  Price   Uncertainty   Customer   ShiMs  and   Influence   Regula<on  &   Government   Climate  Change   (Real?   Percep<on)   Digi<sa<on   The  whole  value   chain   New   Technologies   Complexity  of   Doing  Business   Specula<on   (local  &   Interna<onal)   Greening  of     the  planet  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Raising  the  Bar   and  Winning   Customer  Gold  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org 6/22/12 OMG!  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org 6/22/12 and  then  I   recalled  CiK’s   German   programme  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Raising  the  Bar   and  Winning   Customer  Gold  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Playing  a     Game  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Pushing   the  Pieces  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Be  the   tallest     Bird   This guy is the tallest!
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org CreaKng  a   Best  seller  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Become   the   pre]est   Camel  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Go  out  on   a  limb  to   Win  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Capturing   the  Sun  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Discovering   something   New  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Lead  the   field  and   stay  on   Top  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Learn  a   new  Skill   We  were  born   with  it  –  it  is  in   our  nature  to   improve  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS  PROCESS   EXCELLENCE   RAISING  THE  COMPETITIVE  BAR   AND  WINNING  GOLD     ü What  are  we  all  trying  to  do?   ü Why  are  we  all  trying  to  Win  Gold?   ü How  we  can  focus  ourselves  to  do  it?   ü Who  is  responsible  in  our  organisaKons   for  leading  the  effort?   ü When  do  we  stop  raising  the  bar?  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Because  if  we   are  not   nothing   really   Ma^ers   as  you  are   going  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Process Performance Landscape3D Realms Daffy's Kaupthing Bank[ note 22] R. H. Donnelley Trump Entertainment Resorts A1 Grand Prix Operations[ 77] Darlington F.C. Kaupthing Singer & Friedlander[ note 23] RC Developments[ 67] Tuctuc Ltd[ 72] AbitibiBowater Dawahares KB Toys Reader's Digest Association Tweeter[ 73] Adams Childrenswear Denver Newspaper Agency Krispy Kreme Hong Kong[ 56] Ritz Camera Centers U-Right[ 74][ note 28] Air America Radio Dolcis Shoes Land of Leather[ 80] Rosebys Ultimate Electronics AJWright Empire Direct Landsbanki[ note 24] Rotherham United F.C. USC[ 75] Allco Finance Group eos Airlines LDV Group Sanlu Group Value City Allied Carpets Escada Lehman Brothers[ note 25] SeaFrance VeraSun Energy Aloha Airlines Extended Stay Hotels Lenox SeeqPod Vivitar Amtrak Express Parcels Fashion Bug Levitz Furniture[ 57] Send the Light Viyella Apex Aircraft First Quench Retailing Lillian Vernon SETA Corporation Wachovia Apex Silver Mines Fisher Athletic F.C. Linens 'n Things[ 58] Setanta Sports Washington Mutual Arcandor FK Lyn Luton Town F.C. SFCG Co. Waterford Wedgwood[ 84] ATAAirlines Fleetwood Enterprises LyondellBasell Shoe Pavilion[ 69] WCI Communities Australian School of Business and Technology FlyLal Madoff Investment Securities Silicon Graphics Wickes Furniture Babcock & Brown Focus DIY Magna Entertainment Corp. Silver State Helicopters Wilsons Leather Bashas' Fortunoff Malév Hungarian Airlines Silverjet WiQuest Communications BearingPoint FreshXpress Märklin Skybus Airlines Woolworths Group Bennigan's Frontier Airlines Mattress Discounters[ 41] Smurfit-Stone Container XL Airways UK Berkhamsted Town F.C. G.I. Joe's Megaupload Spansion Yamato Life Bidtopia Gamley's Meguro Sushi[ 59] Spectrum Brands Young Broadcasting Bill Heard Enterprises Glitnir[ note 21] Merisant SPV GmbH Zavvi[ 76] Boater's World Goody's Family Clothing Mervyns[ 54] SsangYong Motor Company [ note 29][ 82] Ziff Davis Borders Group Gottschalks MFI Group Stanford Financial Group Zoom Airlines Borders UK Gretna F.C. Midway Games Station Casinos Buffets, Inc. Habitat Monaco Coach Corporation Sterling Airlines Canwest Halifax Town A.F.C. Montres Villemont[ 60][ note 26] Steve & Barry's Central Park Media Harold's Morgan UK[ 61] Strathfield[ 83] Charter Communications Hartmarx Motorworld[ 62] Stylo Christian Lacroix[ 78] HFC Haarlem Nationwide Airlines Sun-Times Media Group Cimber Sterling Holley Performance Products[ 55] Nortel Super Aguri F1[ 70] Circuit City Stores note Hollywood Video Oasis Hong Kong Airlines Syms Corporation CIT Group HomeForm Group Olan Mills[ 65] Tai Lin Radio Service[ 71] Coast Air Hostess Brands Opes Prime Taylor, Bean & Whitaker Colonial Bancgroup Idearc Peanut Corporation of America The Officers Club[ 63][ 64] Comet Group IndyMac Bank Peau Vavaʻu The Sharper Image[ 68] Commander Communications iQon Technologies Philadelphia Media Holdings[ 81] THQ Countrywide Financial Jessops Photo-Optix[ 66][ note 27] Tribune Company Crabtree & Evelyn JJB Sports PLC Pilgrim's Pride Tronox Journal Register Company Qimonda Tropicana Entertainment Karmann[ 79] Companies gone bust T/O >$10M a monthlast 4 years source:wikipedia and  you  may   be  joining   these  guys  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org and  these…  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org or  would  you   rather  achieve   ‘magic’?  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org   It’s  only  magic  if  you     do  not  know  the  trick!  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS  PROCESS   EXCELLENCE   RAISING  THE  COMPETITIVE  BAR   AND  WINNING  GOLD     ü What  are  we  all  trying  to  do?   ü Why  are  we  all  trying  to  Win  Gold?   ü How  we  can  focus  ourselves  to  do  it?   ü Who  is  responsible  in  our  organisaKons   for  leading  the  effort?   ü When  do  we  stop  raising  the  bar?  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org So  how  do  we  make     the  right  moves?    
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Focus  on  the  hard   and  Tangible   –  that  is   simultaneously   REDUCING COSTS GROWING REVENUE IMPROVING CUSTOMER SERVICE
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Also  Kme  is   against  us  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org How  are  you   going  to  do  it?  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Is  everything  you  are   doing   aligned  with  that   Successful  Customer   Outcome?   What  is  the   Outcome   you  are  trying  to   Achieve?   What  does   the  Customer   Really  Need?  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Are  you   delivering  wants   or  NEEDS?   wants NEEDS
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org What time is The 3 o’clock parade?
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org If  I  had  asked  them     what  they  wanted     they  would  have   said     faster  horses     Henry  Ford   the  Model  T  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org 6/22/12 making BPM part of your strategic plan steve.towers@bpgroup.org www.bpgroup.org KEYNOTE Process Performance Landscape What  do  these   seniors  NEED?   (not  want)  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org High  Performance     organisaKons  harness   the  ability     to  connect  the  dots   From  the  front  line  to   the  board  room.     DemonstraKng   how  every   single  acKvity     contributes  to   the  Strategy     of  the  Business   Crafing   Successful   Customer   Outcomes  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Process   Performance   Landscape  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS  PROCESS   EXCELLENCE   RAISING  THE  COMPETITIVE  BAR   AND  WINNING  GOLD     ü What  are  we  all  trying  to  do?   ü Why  are  we  all  trying  to  Win  Gold?   ü How  we  can  focus  ourselves  to  do  it?   ü Who  is  responsible  in  our  organisaKons   for  leading  the  effort?   ü When  do  we  stop  raising  the  bar?  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org 6/22/12 Who  is   responsible  for   leading  the   Effort?     ALL  OF  US!  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org 6/22/12 making BPM part of your strategic plan steve.towers@bpgroup.org www.bpgroup.org KEYNOTE Process Performance Landscape Each  one  of  us  is   involved  –  from   the  lunch  room   to  the  board   room  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org CEMMethod® SCO MAPPING REVEALING THE SUCCESSFUL CUSTOMER OUTCOME The starting point will be determined by the nature of the challenge. It is however essential that a clear and objective understanding of customer needs is articulated. This specifically involves NEEDS of customer And goes way beyond traditional voice of customer insights. Understand  &   Develop   Successful   Customer   Outcomes   Create   Process   Ac<vity   List   PROCESS   DIAGNOSTICS   Iden<fy   Moments  of   Truth   PROCESS   DIAGNOSTICS     Iden<fy   Breakpoints   PROCESS   DIAGNOSTICS   Iden<fy   Business  Rules   Perform   Risk   Assessment   Develop   Ac<on     Plan   Manage   Delivery  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS  PROCESS   EXCELLENCE   RAISING  THE  COMPETITIVE  BAR   AND  WINNING  GOLD     ü What  are  we  all  trying  to  do?   ü Why  are  we  all  trying  to  Win  Gold?   ü How  we  can  focus  ourselves  to  do  it?   ü Who  is  responsible  in  our  organisaKons   for  leading  the  effort?   ü When  do  we  stop  raising  the  bar?  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org You  can’t  stop   change  –  you   must  embrace  it,   get  good  at  it,   and  do  be^er  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Process Performance Landscape We  have  to  keep   raising  the  bar  to   deliver  customer   success  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Process Performance Landscape GROW REVENUES REDUCE COSTS ENHANCE SERVICE Understanding  the  real   needs  of  Customers  -­‐     wins  everyKme  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS  PROCESS   EXCELLENCE   RAISING  THE  COMPETITIVE  BAR   AND  WINNING  GOLD     ü What  are  we  all  trying  to  do?   ü Why  are  we  all  trying  to  Win  Gold?   ü How  we  can  focus  ourselves  to  do  it?   ü Who  is  responsible  in  our  organisaKons   for  leading  the  effort?   ü When  do  we  stop  raising  the  bar?   Thank you! and I promised you some freebies…
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Free  Download  of  the  CEMMethod™?     Free  copies  of  the  books  Outside-­‐In  (The  Secret)  and     the  High  Performance  OrganizaKon?     Videos  (5)  featuring  Outside-­‐In  tools  used  by  the  HPO’s     Invites  to  the  next  training  sessions  here  in  Sydney     and  Brisbane  (this  month!)  –  bring  three,  pay  for  two!     (Now  25,000  CerKfied  Process  Professionals)   BRISBANE  –  1  day  and  5  day  opKons  –  (next  week!)     CPP  Master©  July  29-­‐Aug  2   SYDNEY  –  1  day  and  5  day  opKons  –     CPP  Master©  August  5-­‐9   Business  card  if  you  would  like  
    • BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Raising  the  Competitive  Bar   and  Securing  Gold         #cppmaster   Steve  Towers   CEO  &  Founder