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Steve Towers Workshop Florida January 2011
 

Steve Towers Workshop Florida January 2011

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3 hour workshop at the BP Groups 18th Annual Conference in Orlando, Florida Jan 2011

3 hour workshop at the BP Groups 18th Annual Conference in Orlando, Florida Jan 2011

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    Steve Towers Workshop Florida January 2011 Steve Towers Workshop Florida January 2011 Presentation Transcript

    • Steve Towers CEO & Founder BPGroup Contact me: steve.towers@bpgroup.orgBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • INOUTSIDE ExamplesBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Tony Hsieh Listen to the 15 minute interviewBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • 1. OverviewBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • 2. WorkshopBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • 3. Wrap-upBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • www.stevetowers.com www.bpgroup.org www.bp2010.com www.towersassociates.com www.oibpm.comBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • www.bpcommunity.org COMMUNITY • Global – 45,000 • LinkedIn – 5,750+ www.bp2010.com • Accreditation CPP Practitioner CPP Professional CPP Master TRAINING CPP Advanced Master • Open & In house Learning • Online Support www.bpgroup.org BUSINESS • Support Groups PROCESS PROFESSIONAL • Mentoring & Coaching • Articles, News CONSULTANCY • In-house & RESEARCH Transformation • Keynotes, Workshops www.successfulcustomeroutcomes.netBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • “It’s true the questions Are the same… But this year the answers Are very different”BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • We shouldnt keep looking back to the past to define the possibilities for the futureBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • This is a Copernican moment for many Copernicus - 19 February 1473 – 24 May 1543 businesses He died 467 years agoBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Too many managers have become so specialized that they don’t think in terms of the company’s big picture. Philip KotlerBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • 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 ProcessBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • www.cemmethod.com EXECUTE REVIEW ASSESSMENTBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Moving from Inside-Out Left to Right Pyramidal Rigid Functional Specialist To…..BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Thru Process centric towards Outside-In and a Customer centred view of businessBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • STRATEGY LEADERSHIP Understand & PROCESS PROCESS Create DIAGNOSTICS PROCESS DIAGNOSTICS Develop Develop Process DIAGNOSTICS Perform Manage Successful Activity Identify Identify Risk Action Delivery Customer Identify Assessment List Moments of Breakpoints Business Plan Outcomes Truth Rules PROCESS INNOVATION PERFORMANCE MANAGEMENT TECHNOLOGY IMPLEMENTATION PROGRAMME INTEGRATIONBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Element Always Discretionary Levels Process Activity Map (PAM) Y 1-2-3-4 Process Diagnostics Y 1-2-3-4 Twenty Two OI Quantifiable Elements (Levels 1-5) Risk Assessment Y 1-2-3-4 Action Plan Y 1-2-3-4 Actions Taken Y 1-2-3-4 POF Dependencies Y 1-2-3-4 Points of Failure profile Y 1-2-3-4 Future State PAM Y 1-2-3-4 Risk Impact Assessment Y 1-2-3-4 Process Elasticity Y 1-2-3-4 Validated Process Activity Map Y 2-3-4 SCO Mind Map Y 2-3-4 Validated Process Diagnostics Y 2-3-4 Innovation Landscape Y 3-4 SCO Statement Metrics Y 3-4 OI Strategic Matrix Y 3-4 Process Performance Landscape Y 3-4 Performance Management Scorecard Y 4-5 OI Strategy Map Y 4-5 IT Opportunities matrix Y 4-5 Individual Scorecard Y 4-5 SCO Capabilities OverviewBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved Y 4-5
    • Hands-on ExerciseBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • www.cemmethod.com EXECUTE REVIEW ASSESSMENT DISCOVERYBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Transforming to Outside-In 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 and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Transforming to Outside-In 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 and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Where does your process start and finish?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Questions in an Outside-In world Where does the process start and finish?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • 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 ProcessBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Transforming to Outside-In 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 and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • If I had asked them what they wanted they would have said faster horses Henry Ford the Model TBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Understand & Develop Successful Customer Outcomes CRAFTING THE SUCCESSFUL CUSTOMER OUTCOME Understanding the real Customer Need TOOLS Layer 1: Layer 4: Who is the How does Customer? what We do impact Customer Layer 2: Success? What is the Customers current Layer 5: Expectation? The Successful Customer Outcome – what Layer 3: What is the The One liner does the process the customer SCO: customer really thinks they are involved One line need from us? with? statement that explains the actual SCO The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organisation.BPGroup 18 th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Successful Customer Outcome Determine when a student THESE THINGS ARE can register MEASUREABLE THESEDetermine if aARE PERSONAL THINGS student can THESEgraduate ARE OUTSIDE-IN THINGS Student Determine if a student can How does what we afford the class Who is my Customer? do impact Customer I must go through the Success? financial aid process to I need to receive my financial What is the assistance get Aid Customers current SCO The SCO - I need to receive aid before the expectation? what does semester starts There will be problems, the customer but I should eventually What is the process the REALLY need I need to attend the classes I have customer thinks they are from us? chosen get my financial aid involved with? I do not want to call to chase progress Getting an education Earning a degree I need to receive the correct amount Building a Successful I do not want to have to fix your career mistakesBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • The Successful Customer Outcome EDUCATION LOAN APPLICATION Who is My Customer? Student We must be careful here. What we are Who is my How does what we trying to do is identify the category Customer? do impact of people who are likely to be our Customer customer, and who we want to be Success? our customer. What is the SCO Customers The SCO - current what does This could be “people wishing to take expectation? the customer classes” or “people desiring an education” but… REALLY want from What is the process us? the customer thinks they are involved “students” is a very good answer because with? it defines that group of people who are most likely to be consumers of the “financial aid process.”BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • The Successful Customer Outcome Student Who is my How does what Customer? we do impact I must go through the Customer financial aid process to Success? get Aid What is the Customers SCO The SCO - current what does There will be problems, expectation? the but I should eventually customer get my financial aid REALLY What is the process want from the customer thinks us? they are involved with?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • The Successful Customer EDUCATION LOAN APPLICATION Outcome What is te process the Customer thinks they are involved with? Student Getting an education Who is my Customer? Building a successful career I must go through the Earning a degree financial aid process to What is the get Aid Customers current SCO This is a major step beyond traditional process expectation? management techniques. There will be problems, but I should eventually What is the process the get my financial aid customer thinks they are This part of SCO Mind Mapping involved with? moves us towards the “outside-in” perspective where we can uncover Getting an education Earning a degree how the process really effects the customer. Building a Successful careerBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • The Successful Customer Determine when a student Outcome can register Determine if a student can graduate Student Determine if a student can afford the class Who is my How does what we Customer? do impact I must go through the Customer financial aid process to Success? get Aid What is the Customers SCO current There will be problems, expectation? but I should eventually get my financial aid What is the process the customer thinks they are involved with? Getting an education Earning a degree Building a Successful careerBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • The Successful Customer Determine when a student Outcome THESE THINGS ARE can register MEASUREABLE THESEDetermine if aARE PERSONAL THINGS student can THESEgraduate ARE OUTSIDE-IN THINGS Student Determine if a student can How does what we afford the class Who is my Customer? do impact I must go through the Customer financial aid process to Success? I need to receive my financial assistance get Aid What is the Customers SCO The SCO - I need to receive aid before the current what does expectation? semester starts There will be problems, the customer but I should eventually REALLY I need to attend the classes I have get my financial aid What is the process the need from chosen customer thinks they us? are involved with? I do not want to call to chase progress Getting an education Earning a degree I need to receive the correct amount Building a Successful I do not want to have to fix your career mistakesBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Define the Successful Customer Outcomes Map CRAFTING THE SUCCESSFUL CUSTOMER OUTCOME Understanding the real Customer Need TOOLS Layer 1: Layer 4: Who is the How does what Customer? We do impact Customer Success? Layer 2: What is the Customers current Expectation? Layer 5: The Successful Customer Outcome – what does Layer 3: What is the process The One liner SCO: the customer really the customer thinks they are One line statement need from us? involved with? that explains the actual SCO The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organisation.BPGroup 18 th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Transforming to Outside-In 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 and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Moments of TruthBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Moments of Truth Power- Cinema Nike & iPod iPad book iLife Displays iPod Classic 00 01 02 03 04 05 06 07 08 09 FREE Original MAC iPod MacBook Air iPhone iPhone? iPod OSX Shuffle 3GSBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Jan Carlzon "We have 50,000 moments of truth every day.“ President, SASBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • MOT MOT MOT MOT MOT MOT MOT MOT Any interaction with the CUSTOMER is a MOMENT OF TRUTHBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • MOT MOT MOT MOT MOT MOT MOT MOT And every MOMENT OF TRUTH Ripples and reverberates through the organisationBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • MOT MOT MOT MOT MOT MOT MOT MOT And MOMENTS OF TRUTH Create complexity, cost, wastefulness and failureBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • MOT THE CAUSE OF WORK MOT MOT MOT MOT MOT MOT MOT THE EFFECTBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Moments of Truth MOTBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • MOTBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Moments of Truth – they’re everywhere  Moments of Truth permeate our lives in every product and serviceBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Moments of Truth What are Moments of Truth (MOT)? 1) Moments of Truth are a Process Diagnostic 2) They occur ANYWHERE a customer “touches” a process 3) They can be person-to-person, person-to-system, systems-to- person, system-to-system, and person-to-product 4) ANY interaction with a customer is a Moment of Truth 5) Moments of Truth are both process Points of Failure and Causes of WorkBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Transforming to Outside-In 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 and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • What business are you really in? What Business Are you in? Roundtable.... Well-Being Lifestyle management Moving people Fixing people Gratification Expression Always-OnBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Questions in an Outside-In world Where does your process start and finish?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Transforming to Outside-In 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 and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • www.cemmethod.com EXECUTE REVIEW ASSESSMENT DISCOVERYBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Any sufficiently advanced technology is indistinguishable from magic. Arthur C. ClarkeBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Gilead Sciences  Gilead Sciences http://bit.ly/62PfbP  Gilead Sciences (GILD) saw sales rise to $5.3 billion in the past 12 months, capping off three years of 38% sales growth on average. One secret was turning a cocktail of AIDS drugs into a single once-a-day pill, making it easier for patients to stick to their drug regimens.BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Successful Customer Outcomes A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • But I’m just a manager IT is not my department …BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • STRATEGY LEADERSHIP Understand & PROCESS PROCESS Create DIAGNOSTICS PROCESS DIAGNOSTICS Develop Develop Process DIAGNOSTICS Perform Manage Successful Activity Identify Identify Risk Action Delivery Customer Identify Assessment List Moments of Breakpoints Business Plan Outcomes Truth Rules PROCESS INNOVATION PERFORMANCE MANAGEMENT TECHNOLOGY IMPLEMENTATION PROGRAMME INTEGRATIONBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • The Outside-In promise Outside-In promises to eliminate wasted time, money and energy in every organisation. In achieving Outside-In we make a Copernican shift and the Customer becomes the focus at the centre of everything we do.BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • adeus Tack Takk Vielen Dank afscheid Bedankt Obrigado 再見 작별 인사 Grazie tạm biệt नमस्ते Thank You Totsiens Terima Kasih Tak Bedankt Gracias Kiitos αντίο Auf WiedersehenBPGroup 18th Annual Conference - January 2011 до свидания © BPGroup – All Rights Reserved
    • In summary To do things differently We just need to open our eyes wider and see things anew Reduce costs, improve revenues and enhance service simultaneouslyBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Questions?BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Certified Process Professional Levels 1&2 – 2011 Released this week – pre-register with card/note for a 20% Early Bird discount – www.bp2010.com “Faith is taking the first step even when you dont see the whole staircase.” Dr. Martin Luther KingBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
    • Steve Towers CEO & Founder BPGroup Contact me: steve.towers@bpgroup.orgBPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved