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Process and Productivity Excellence 2011                         Putting the customer at the centre:                An int...
“It‟s true the   questions   Are the   same…    But this    year the    answers    Are very    different”Process & Product...
www.bpcommunity.org                                                                      COMMUNITY                        ...
BUSINESS PROCESS                                                                                                     PROFE...
www.stevetowers.com                                                                       www.bpgroup.org                 ...
Discussion:  Putting the customer at the centre: An integrated  model for Outside-In Process Management                   ...
Who Are the Leading Companies?Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reser...
Why should we bother?Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.b...
The Always on World – It has all happened in the last 13 years!Mapping the Growth of the Internet          st The Always o...
The Always on World of the 21st centuryMapping the Growth of the InternetProcess & Productivity – Marcus Evans - BP Group ...
The Always on World of the 21st centuryMapping the Growth of the Internet    Use Of Social Networks                       ...
“You bet that changes everything.“ (2010)                                                                          April 2...
Tony HsiehProcess & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Outside-In The Secret – what is it?Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights ...
What is it that they are doing?           First let’s review quickly at what they aren’t doing anymore…Process & Productiv...
We have inherited an industrial legacy  What shape are our organisations in?Process & Productivity – Marcus Evans - BP Gro...
The PyramidProcess & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Our organisations all look the same...                                                                                   C...
Processes wend and meander their way around these  rigid structures...                                                    ...
And hey ho – we nearly forgot the customer!  Now where do they go?                                                        ...
CEO                                            Marketing              Sales            Customer          Operations   Fina...
In other words... Everything looks like a Scottish pin factory!     And the way we describe everything can be just as insi...
What’s       Missing?Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.b...
The needs of the Customer    have changed forever                                                                         ...
It’s a Copernican Moment                     Copernicus - 19 February 1473 – 24 May 1543                                  ...
How are they doing it?Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www....
"We cant solve problems   by using the same kind    of thinking we used  when we created them."Process & Productivity – Ma...
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
CRAFTING THE        SUCCESSFUL CUSTOMER OUTCOME        Understanding the real Customer Need                               ...
Can we do it also?                                                            Yes we can!! It‟s childplay….Process & Produ...
Where should we start?Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www....
The                                                                                                         Customer      ...
We have got to get                                                                                         Scientific abou...
BOOKING TO CAROUSEL?Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bp...
Where does the process start and finish?       Enquire about a   Navigate to the   Experiencing       Baggage             ...
Outside In– Successful Customer Outcomes      Focus on Doing the Right Thing and Doing Things RightProcess & Productivity ...
A new perspective.. It’s a seismic shift in focus                                          The                            ...
Looking at the Process Outside-In Achieves dramatic internal benefits (typical 40-70% cost savings) and extends our value ...
Check Out & ……..                                                                   Gee..                                  ...
Why should we bother?                                              Outside-In is winning in terms of Revenue,             ...
You gotta start where you are! Once commitment is made the transition is rapid                                            ...
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Integrating at the enterprise level?     Process - the Beginning and                                             The Succe...
The Virgin Galactic Customer Experience  A unified Enterprise  offering                                                   ...
The Customer is the Centre                                    Live the life of your customer.                             ...
BUSINESS PROCESS                                                                                                     PROFE...
Process and Productivity Excellence 2011                          Putting the customer at the centre:                An in...
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Steve Towers process and productivity excellence _joburg_2011

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Evolving Outside-In. It doesn't have to be magic, learn the trick and evolve your offering Outside-In!

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Transcript of "Steve Towers process and productivity excellence _joburg_2011"

  1. 1. Process and Productivity Excellence 2011 Putting the customer at the centre: An integrated model for Outside-In Process Management Steve Towers steve.towers@bpgroup.org www.bpgroup.org www.towersassociates.com What is the Secret, Who are the companies, and How do they do it?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  2. 2. “It‟s true the questions Are the same… But this year the answers Are very different”Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  3. 3. www.bpcommunity.org COMMUNITY • Global – 55,000 • LinkedIn – 7,600+ BUSINESS CARD www.bpmbox.com = • Accreditation LATEST BOOK CPP Practitioner CPP Professional TRAINING CPP Master • Open & In house Learning • Online Support www.bpgroup.org BUSINESS • Support Groups PROCESS PROFESSIONAL • Mentoring & Coaching • Articles, News INFORMATION & • Discussion RESEARCH • Conferences & Seminars www.successfulcustomeroutcomes.netProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  4. 4. BUSINESS PROCESS PROFESSIONAL ACCREDITATION One Day session www.bpmbox.com Certified Process Practitioner® Nov 30 - Rustenburg Dec 1 - Johannesburg Jan 17 - Port Elizabeth Est. 1992 and Since 2007 Jan 19 - Durban 18,000+ global with South Africa 400+ people qualified as Two Days session Certified Process Professional ® Certified Process Professional® Nov 14-15 Johannesburg Nov 17-18 Cape Town BUSINESS CARD In addition South Africa now has = LATEST BOOK 61 CPP Masters ® Five Days session CPP Master® Dedicated global leadership with Feb 6-10 - Cape Town in country Coaches Feb 13-17 Johannesburg “By Professionals for Professionals”Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  5. 5. www.stevetowers.com www.bpgroup.org www.BPMBOX.com www.towersassociates.com www.oibpm.comProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  6. 6. Discussion: Putting the customer at the centre: An integrated model for Outside-In Process Management > How do you design the customer experience? How can BPM strategies be evolved to help deliver this? > Strategies and challenges with moving from a internally driven to customer driven process model: New strategies for creating a customer driven process architecture > Integrating the concept of Successful Customer Outcomes (SCO) into your pre-existing BPM frameworks > Integrating your current approaches and technology into the „outside-in‟ approachProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  7. 7. Who Are the Leading Companies?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  8. 8. Why should we bother?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  9. 9. The Always on World – It has all happened in the last 13 years!Mapping the Growth of the Internet st The Always on World of the 21 century - 1998Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  10. 10. The Always on World of the 21st centuryMapping the Growth of the InternetProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  11. 11. The Always on World of the 21st centuryMapping the Growth of the Internet Use Of Social Networks Gadget Ownership Over Time Source: The PEW Centre American Life Project April-May 2011 (2,277 adults)Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  12. 12. “You bet that changes everything.“ (2010) April 2011 The upcoming transformation of our society presents one of the greatest business opportunities of the next 100 years. This will require patience as well as perseverance; to anticipate what’s next and plan for that situation as well as taking advantage of what’s immediately before you. Our efforts in this field are part of our strategy for this future. What’s yours?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup –Fanzine Reserved www.bpgroup.org Source: All Rights
  13. 13. Tony HsiehProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  14. 14. Outside-In The Secret – what is it?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  15. 15. What is it that they are doing? First let’s review quickly at what they aren’t doing anymore…Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  16. 16. We have inherited an industrial legacy What shape are our organisations in?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  17. 17. The PyramidProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  18. 18. Our organisations all look the same... CEO Marketing Sales Customer Operations Finance ServiceProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  19. 19. Processes wend and meander their way around these rigid structures... CEO Marketing Sales Customer Operations Finance ServiceProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  20. 20. And hey ho – we nearly forgot the customer! Now where do they go? CEO Marketing Sales Customer Operations Finance ServiceProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  21. 21. CEO Marketing Sales Customer Operations Finance ServiceProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  22. 22. In other words... Everything looks like a Scottish pin factory! And the way we describe everything can be just as inside-out…Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  23. 23. What’s Missing?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  24. 24. The needs of the Customer have changed forever Inspiration: Udayan Banerjee CTO, NIIT Technology (India)Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  25. 25. It’s a Copernican Moment Copernicus - 19 February 1473 – 24 May 1543 He died 467 years agoProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  26. 26. How are they doing it?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  27. 27. "We cant solve problems by using the same kind of thinking we used when we created them."Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  28. 28. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  29. 29. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  30. 30. CRAFTING THE SUCCESSFUL CUSTOMER OUTCOME Understanding the real Customer Need TOOLS Layer 1: Layer 4: Who is How does the what Customer We do ? impact Layer 2: Customer What is Success? the Customer Layer 5: s current The Expectatio Successful n? Customer Outcome – Layer 3: What is The One liner what does the process the SCO: the customer thinks One line customer they are involved statement really need with? that explains from us? the actualThe primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a SCOprocess, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacyinside-out thinking to create an actionable strategic and operational objective for the entire organisation. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  31. 31. Can we do it also? Yes we can!! It‟s childplay….Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  32. 32. Where should we start?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  33. 33. The Customer Experience Is the ProcessProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  34. 34. We have got to get Scientific about the Customer ExperienceProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  35. 35. BOOKING TO CAROUSEL?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  36. 36. Where does the process start and finish? Enquire about a Navigate to the Experiencing Baggage Enjoying the trip Relaxing in the Returning Home Enjoying a trip airport hospitality transportation hotel Coffee at Home Shifting our focus to the Customer Experience and improving that Through Moments of Truth, Breakpoints & Rules lets us FIX the Causes of Work and REMOVE the Points of FailureProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  37. 37. Outside In– Successful Customer Outcomes Focus on Doing the Right Thing and Doing Things RightProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  38. 38. A new perspective.. It’s a seismic shift in focus The Customer Experience Enquire about a Navigate to the Experiencing Baggage Enjoying the trip Relaxing in the Returning Home Enjoying a trip airport hospitality transportation hotel Coffee at Home is the ProcessProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  39. 39. Looking at the Process Outside-In Achieves dramatic internal benefits (typical 40-70% cost savings) and extends our value chain Navigate to the Experiencing Baggage Enjoying a Coffee Enquire about a trip airport hospitality transportation Flying the airplane Enjoying the trip Relaxing in the hotel at HomeProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  40. 40. Check Out & …….. Gee.. Wouldn’t it be great If as I checkout of the hotel… Enquire about a Navigate to the Experiencing Baggage Flying the Relaxing in the Enjoying a Coffee trip airport hospitality transportation airplane Enjoying the trip hotel Returning Home at HomeProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  41. 41. Why should we bother? Outside-In is winning in terms of Revenue, Profitability & Customer Service $6.4 Bn First Quarter LOSS $537 M First Quarter LOSS $34 M First Quarter PROFIT Apr. 23--United Airlines said Tuesday that it would eliminate 1,100 jobs …..it would reduce capacity by shedding 30 airplanes, UAL shares Apr. 18--Southwest Airlines Co. said Thursday plummeted 37 percent to $13.55 it earned $34 million in the first quarter Southwest now plans to take delivery of 14 $80 M First Quarter LOSS Houston-based Continental Airlines Inc. new Boeing 737-700 aircraft next year reported Apr 17 that it lost $80 million 58 Successive Quarters $4.1 Bn First Quarter LOSS of PROFITProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  42. 42. You gotta start where you are! Once commitment is made the transition is rapid Functional Trans Silo 6-12 months Enterprise Wide Execution “The Customer Experience is the Process” Examples include: Gilead, Allied Pickfords, Tesco, State Farm, Emirates, China MobileProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  43. 43. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  44. 44. Integrating at the enterprise level? Process - the Beginning and The Successful Customer the End Outcome Where does the process start and finish? What is it and how can it reshape our processes What IT systems support the process? and enterprise? Are our processes and systems aligned to achieve the Successful Customer Outcome? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver a compelling 21st century Enterprise? Take-aways for you to think onProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  45. 45. The Virgin Galactic Customer Experience A unified Enterprise offering I deserve Motivation something special Blog The Evangelise Inspire Club Video The VG Sign-Up Launch Reflect Inspire Online VG Space VG Astronauts Suit Online Fitting Experience Explore Live Feed Handhold Book Training FAQs Medical Optimised Preference Online Exam Touch & Personalization Welcome VG Club All Level All Level Share All Level Access Access AccessProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  46. 46. The Customer is the Centre Live the life of your customer. Become a customer. Do business with your company from the outside. Scott Struminger, FedExs SVP of ITProcess & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  47. 47. BUSINESS PROCESS PROFESSIONAL ACCREDITATION One Day session www.bpmbox.com Certified Process Practitioner® Nov 30 - Rustenburg Dec 1 - Johannesburg Jan 17 - Port Elizabeth Est. 1992 and Since 2007 Jan 19 - Durban 18,000+ global with South Africa 400+ people qualified as Two Days session Certified Process Professional ® Certified Process Professional® Nov 14-15 Johannesburg Nov 17-18 Cape Town BUSINESS CARD In addition South Africa now has = LATEST BOOK 61 CPP Masters ® Five Days session CPP Master® Dedicated global leadership with Feb 6-10 - Cape Town in country Coaches Feb 13-17 Johannesburg “By Professionals for Professionals”Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  48. 48. Process and Productivity Excellence 2011 Putting the customer at the centre: An integrated model for Outside-In Process Management Steve Towers steve.towers@bpgroup.org www.bpgroup.org www.towersassociates.com What is the Secret, Who are the companies, and How do they do it?Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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