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Uploaded bySteve Towers, CEO and CPP Champion
BPGroup & PEX week worshop
This document discusses process optimization and customer experience. It notes that moments of truth (any customer interaction) and breakpoints (hand-offs between processes or systems) can create complexity, costs and failures. The document advocates documenting moments of truth, breakpoints, and business rules to understand the causes of work and points of failure in a process in order to optimize it for performance, agility and quality. Dates are also listed for CPP training sessions.
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More from Steve Towers, CEO and CPP Champion
BPGroup & PEX week worshop
- 1. 2.45-5.45 Thursday-Friday19/20 Jan – CPP 1&2 Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.
- 2. “It’s true the questions Are the same… Butthis year the answers Are very different
- 3. www.stevetowers.com www.bpgroup.org www.cityprocessmanagement.com www.towersassociates.com www.oibpm.com
- 4.
- 5. The Philosophy. ThePeople. The Practice. The organizations. The Delivery.
- 6.
- 8. We have inheritedan industrial legacy What shape are our organisations in?
- 9.
- 10. Our organisations alllook the same... CEO Customer Marketing Sales Operations Finance Service
- 11. Processes wend andmeander their way around these rigid structures... CEO Customer Marketing Sales Operations Finance Service
- 12. And hey ho– we nearly forgot the customer! Now where do they go? CEO Customer Marketing Sales Operations Finance Service
- 13. CEO Customer Marketing Sales Operations Finance Service
- 14. In other words...Everything looks like a Scottish pin factory! And the way we describe everything can be just as inside-out…
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- 19. We are atthe very point in time when a 400-year old age is dying and another is struggling to be born, a shifting of culture, science, society, and institutions enormously greater than the world has ever experienced. Dee Hock, Founder & CEO--Visa “A Global Ahead, the possibility of the regeneration of tipping point” relationships, liberty, community, and ethics such as the world has never known, and a harmony with nature, with one another, and with the divine intelligence such as the world has never dreamed.
- 20. Source: Fanzine The upcomingtransformation 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?
- 21. The Customer Experience Is the Process
- 22. “…..rather than askwhat are we good at and what else can we do with that skill, you ask who are our customers? What do they need? And then you say we are going to give that to them regardless of whether we have the skills to do so..”
- 23. If I had askedthem what they wanted they would have said faster horses
- 24. “Outside-in is a powerful idea”
- 25. Ranjay Gulati Harvard Business The Academics are going School Outside-In too … George Day Wharton Business School Barbara Bund MIT Sloan School
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- 29. EXECUTE REVIEW ASSESSMENT DISCOVERY
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- 31. Turbo charge youbusiness with Successful Customer Outcomes The rules of the game have changed. In fact it is bigger than that. The game has changed forever.
- 32. Make every customerinteraction a profitable one with Moments of Truth All work is ultimately caused by the customer interaction. Fix the Cause not the effect.
- 33. Guide and Helpwith appropriate Business Rules ALL the decisions we make in the business should be aligned with the SCO
- 34. Reduce complexity andwin the Triple Crown + Outside-In Reduces Costs. Enhances Service. Grows Revenues & Achieves Compliance. ALL at the same time!
- 35. Watch the Gap(and eradicate it) Destroying the divide between the business and IT once and for all
- 36. Innovation. Use processchange to deliver Success Outcomes. Innovation isn’t a dark art. It is achievable by anyone who understands the Successful Outcome.
- 37.
- 38. The needs ofthe Customer have changed forever Choice Prosumer Customer (Customer Sophistication) Promiscuity Enlightened Customer Inspiration: Udayan Banerjee Multiple Customer CTO, Channels Rebellion! NIIT Technology (India) Customer Expectations
- 39. Choice Prosumer Promiscuity Enlightened Customer Multiple Groundswell Channels Expectations Choice: We now have a bewildering array in almost every product and service. Source: Fanzine
- 40. The Promiscuous Customer: I will go with anyone I choose on my terms Choice Prosumer Promiscuity Enlightened Customer Multiple Groundswell Channels Expectations Source: BigStock
- 41. Choice Rebellion – Groundswell: Prosumer Promiscuity Customers – we don’t take **it anymore Enlightened Customer Multiple Groundswell Channels Expectations Source: iStockphoto
- 42. Choice Groundswell: Prosumer Promiscuity Customers – we don’t Enlightened take **it anymore Customer Multiple Groundswell Channels Expectations
- 43. Choice Expectations: Prosumer Promiscuity Customers – less of the sizzle, Enlightened more of the meat Customer Multiple Groundswell Channels Expectations
- 44. Expectations: Say High –Do High, or else Choice Prosumer Promiscui Enlightened Customer Multiple Groundswe Channels Expectations
- 45. Choice Multi-channels: Prosumer Promiscuity I want it my way when I say Enlightened Customer Multiple Groundswell Channels Expectations Source: Fanzine
- 46. Prosumer: The Customer Experience is the Process Choice Prosumer Promiscuity Enlightened Customer Multiple Groundswell Channels Expectations Source: Fanzine
- 47. Everything has changed.. Excepthow we do process and organise ourselves!
- 48. EXECUTE REVIEW ASSESSMENT DISCOVERY
- 49. Performance, Agility &Quality are driven by... The Causes of Work MOT Moments of Truth Break Points BP BR Business Rules BR
- 51. "We have 50,000moments of truth every day.“ Jan Carlzon President, SAS
- 52. MOT MOT MOT MOT MOT MOT MOT MOT Any interaction with the CUSTOMER is a MOMENT OF TRUTH
- 53. MOT MOT MOT MOT MOT MOT MOT MOT And every MOMENT OF TRUTH Ripples and reverberates through the organisation
- 54. MOT MOT MOT MOT MOT MOT MOT MOT and MOMENTS OF TRUTH Create complexity, cost, wastefulness and failure
- 55. THE CAUSE OFWORK MOT MOT MOT MOT MOT MOT MOT MOT THE EFFECT
- 58. Moments of Truth– they’re everywhere Moments of Truth permeate our lives in every product and service
- 59. It’s all aboutCustomer Experience and the Moment of Truth. Remove or Improve! Steve Jobs
- 60. For Every process that deserves to exist there is an optimum number of Moments of Truth to achieve a Successful Outcome
- 61. Breakpoints What areBreakpoints (BP)? 1) Breakpoints are a Process Diagnostic 2) Any internal interaction is a Breakpoint 3) Any place that a hand-off occurs in the process is a Breakpoint 4) Breakpoints can be person to person, person to system, system to person or system to system 5) Breakpoints are both process Points of Failure and Causes of Work
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- 63. There are awhole bunch of dumb rules.. If you are planning to visit the UK and happen to come from one of the many countries that drive on the wrong side of the road, the following advice, direct from the Department of Transport, is for you: “Visitors are informed that in the United Kingdom traffic drives on the left-hand side of the road. In the interests of safety, you are advised to practise this in your country of origin for a week or two before driving in the UK.”
- 64. Business Rules What are Business Rules (BR)? 1) Business Rules are points within a process where decisions are made 2) Some Business Rules are obvious while others must be “found” 3) Business Rules can be operational, strategic or regulatory and they can be system-based or manual 4) Business Rules control the “behavior” of the process and shape the “experience” of those who touch it 5) Business Rules are highly prone to obsolescence 6) We must find and make explicit the Business Rules in the process Examples – Transportation , Insurance
- 65. Performance, Agility &Quality are driven by... The Causes of Work Moments of Truth Break Points Business Rules BR
- 68. PAM with Processdiagnostics
- 69. Points of Failuredocumentation Capture the Moments of Truth Capture the Breakpoints BR Document the Business Rules
- 70. Points of Failure- Scores on the Doors BR
- 71. POINTS OF FAILUREOPTIMIZATION SCALE CHAOS UNCONTROLLED OPTIMISED INEFFICIENT IDEAL 5 70 200 800
- 72. 2.45-5.45 Thursday-Friday16/17 Jan – CPP 1&2 Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.