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Challenging Traditional Process Thinking
- 1. consulting | research | contracting Challenging Traditional Process Thinking BPR vs. CEM Swati Saigal Senior Process Consultant Megan Menasce Senior Process Consultant
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- 13. 13 Do you dare to change?
- 14. 14 Insanity
- 15. 15 The question
- 17. 17 You may be doing stuff right, but are you doing the right stuff? Six Sigma • Fixing problems. Doing Stuff Right. Structured approach to Define, Measure, Analyse, Improve and Control process. • In a typical example - people may not be filling in a form correctly. Six Sigma understands how often, where and what could be done to improve the accuracy of the form. Lean • Similar to Six Sigma however goes a stage further in removing waste associated with form completion by removing unnecessary steps and sometimes as a consequence negates the need for a form entirely. In doing so occasionally, but not by design, stumbles onto doing the right thing. • Both Six Sigma and Lean don’t challenge directly whether the form helps to achieve a Successful Customer Outcome. CEM and Customer • Asks whether the form contributes to the achievement of the Successful Customer Outcome. If it doesn’t, we stop doing it. It is typical to find that a massive amount of work in a CX examined process becomes unnecessary and in doing so frees up scarce resource, improves service and gets more done with less.
- 18. 18 Achieving the right mix Doing things RIGHT Doing things FAST Doing the RIGHT thing
- 19. 19 How then can CEM and BPR co-exist? Customer Needs Operational Efficiencies Operational Efficiencies Operational Efficiencies Operational Efficiencies Operational Efficiencies • CEM will then be used to design the appropriate interactions, • CEM looks at a wider end-goal focus of customer needs • This then requires operational changes to fulfil customer expectations supported by BPR to optimise those processes further to be more cost effective (without negatively impacting the customer experience). • i.e. Understand what you are trying to achieve, then use the tools appropriately
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- 22. 22 Swati Saigal ssaigal@iqbusiness.net Megan Menasce mmenasce@iqbusiness.net IQ Business Park Third Avenue Rivonia Johannesburg 011 259 4000 www.iqbusiness.net cem@iqbusiness.net processcommunity@iqbusiness.net