The document discusses the evolution of business process management from an "inside-out" to a "customer-centric" approach called Customer Expectation Management. It describes how the BP Group's research in the 2000s identified this shift and how their early work in books and articles introduced concepts like moments of truth, break points, and business rules to understand processes from the customer's perspective. The Customer Expectation Management Method is presented as a means to dramatically improve processes by ensuring organizations are "doing the right things" for customers. Information is provided on training resources to learn this approach.

1. BPGroup.org Steve Towers steve.towers@bpgroup.org www.bpgroup.org | www.towersassociates.com

2. The BP Groups (www.bpgroup.org) research a decade ago identified a shift from 'inside-out' to customer centric 'outside-in' techniques and methods. The early work around this was presented in the book 'In Search of BPM Excellence' in 2004/5 at http://bit.ly/dNlOQSubsequently Customer Expectation Management was articulated as the most evolved form of BPM - see http://bit.ly/15jYugThe method in its earliest form was called 8 Omega (see http://www.8omega.com/ ) however 8 Omega fails the acid test - where is the customer? The subsequent emergence of Advanced BPM & CEM with its emphasis on doing the right things provides the means for dramatic and sustainable improvements - way beyond those achieved with classic ‘inside-out’ approaches such as Lean and Six Sigma. The Customer Expectation Management Method (CEMMethodTM) is the means to those improvements and was launched at a keynote during the 9th Annual IQPC Exchange conference in London (June 2007) and discussed in the associated article http://bit.ly/4kbNPq (updated 2009)The CEMMethodTMhas now been refined, road tested and proved worthy in major companies across the globe. You can access the approach in conjunction with comprehensive training at www.bp2009.com

3. TRIPLE CROWN plus Service & Cost & RevenueThe TRIPLE CROWN Service & Cost Waves of Benefits from Business Process Evolutionbased on Towers Associates & BPGroup Research 2006-7 (800+ organizations) 4 Customer Expectation Management 3 Business Process Management 2 Benefits Lean Based Approaches Service Six Sigma 1 Business Process Improvement Total Quality Management 1970 1975 1980 1985 1990 1995 2000 2005 2010

4. Outside-In Process – what is it? An outside in process is one which has been created to successfully deliver a customer outcome and has been designed from the customer's perspective. This process is likely to reduce the number of moments of truth or interactions with the organisation and is "doing the right things", in terms of delivering the process as part of an overall customer success strategy. An inside out process may be thought of as one which also provides the goods or services to the customer, but the process to provide these are viewed from the organisation's perspective. It may be "doing things right" but not necessarily "doing the right things". It may seek to improve the customer's experience, but not necessarily aligned with delivering a successful customer outcome, or what the customer really wants. David Mottershead, Certified Process Professional - Creative Digital Technology (Australia)

5. www.cemmethod.com 1 3 4 5 6 2 7 8 H EXECUTE WHAT WHO WHEN 1 1 1 REVIEW 2 2 2 3 3 3 ET TT FTE ASSESSMENT DISCOVERY

6. 1 3 4 5 6 2 7 8 H EXECUTE WHAT WHO WHEN 1 1 1 REVIEW 2 2 2 3 3 3 ET TT FTE ASSESSMENT DISCOVERY

7. 1 3 4 5 6 2 7 8 H WHAT WHO WHEN 1 1 1 2 2 2 3 3 3 ET TT FTE 1) What do customers really need? “The Right Things”

8. Understand & Develop Successful Customer Outcomes TOOLS CRAFTING THE SUCCESSFUL CUSTOMER OUTCOME Understanding the real Customer Need Layer 4: How does what We do impact Customer Success? Layer 1: Who is the Customer? Layer 2: What is the Customers current Expectation? Layer 5: The Successful Customer Outcome – what does the customer really need from us? Layer 3: What is the process the customer thinks they are involved with? 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.

9. 1 3 4 5 6 2 7 8 H WHAT WHO WHEN 1 1 1 2 2 2 3 3 3 ET TT FTE 2) What things are we doing now?

10. Understanding the Current State

11. Process Activity Map

12. PAM with Process diagnostics

13. 1 3 4 5 6 2 7 8 H WHAT WHO WHEN 1 1 1 2 2 2 3 3 3 ET TT FTE 3) Do you Capture every client interaction?

14. What are these Moments of Truth, Why do we need them and How can we make them work for us?

15. Jan Carlzon "We have 50,000 moments of truth every day.“ President, SAS

16. MOT MOT MOT MOT MOT MOT MOT MOT Any interaction with the CUSTOMER is a MOMENT OF TRUTH

18. MOT MOT MOT MOT MOT MOT MOT MOT And every MOMENT OF TRUTH Ripples and reverberates through the organisation

19. MOT MOT MOT MOT MOT MOT MOT MOT Process Process people systems And MOMENTS OF TRUTH Create complexity, cost, wastefulness and failure

20. MOT THIS IS WHAT CAUSES WORK MOT MOT MOT MOT MOT MOT MOT Process And this is what results –The Effect Process people systems A fundamental Point – understanding what is the Cause and what is the Effect

21. Moments of Truth MOT

22. MOT

23. Moments of Truth What are Moments of Truth (MOT)? Moments of Truth are a Process Diagnostic They occur ANYWHERE a customer “touches” a process They can be people-to-people, people-to-system, systems-to-people, system-to-system, and people-to-product ANY contact with a customer is a Moment of Truth Moments of Truth are both process Points of Failure and Causes of Work MOT’s are EXTERNAL > COMPANY

24. 1 3 4 5 6 2 7 8 H WHAT WHO WHEN 1 1 1 2 2 2 3 3 3 ET TT FTE 4) Do you capture every internal interaction?

25. BP Break Points

26. Break Points BP

27. Break Points What are Break Points (BP)? Any point within a process where work is ‘handed off’ is a Break Point 2) Break Points can be person to person, person to system, system to person or system to system 3) Break Points are both process Points of Failure and Causes of Work 4) Any place that a hand-off occurs in the process and any interaction between people and systems is a Break Point 5) Breakpoints are INTERNAL

28. 1 3 4 5 6 2 7 8 H WHAT WHO WHEN 1 1 1 2 2 2 3 3 3 ET TT FTE 5) Which of your business rules are really relevant?

29. Business Rules BR

30. Business Rules What are Business Rules (BR)? Business Rules are points within a process where decisions are made Some Business Rules are obvious while others must be “found” Business Rules can be operational, strategic or regulatoryand they can be system-based or manual Business Rules control the “behavior” of the process and shape the “experience” of those who touch it Business Rules are highly prone to obsolescence We must find and make explicit the Business Rules in the process Examples – Transportation , Insurance

31. PERFORMANCE, AGILITY, AND QUALITY ARE DRIVEN BY… The number of Process Diagnostics that exist in the organization Process diagnostics include: Moments of Truth Break Points Business Rules It’s simple math… The PoF(f) Process Points of Failure MOT BP BR

32. PAM with Process diagnostics

33. 1 3 4 5 6 2 7 8 H WHAT WHO WHEN 1 1 1 2 2 2 3 3 3 ET TT FTE 6) Do you understand the risk?

34. Risk Assessment Matrix

35. 1 3 4 5 6 2 7 8 H WHAT WHO WHEN 1 1 1 2 2 2 3 3 3 ET TT FTE 7) Create Action Plan

36. 1 3 4 5 6 2 7 8 H WHAT WHO WHEN 1 1 1 2 2 2 3 3 3 ET TT FTE 8) Execute

37. BPM – 8 OMEGA METHOD But wait… there’s more… integration IMPROVEMENT DISCOVERY CONTROL ANALYSIS 1 0 DESIGN VALIDATION Define SUCCESSFUL CUSTOMER OUTCOME (SCO) Preparation INTEGRATION IMPLEMENTATION IDENTIFY MOMENTS OF TRUTH MODEL CURRENT STATE IDENTIFY BUSINESS RULES CUSTOMER/ORG RISK ASSESSMENT DEFINE ACTION PLAN IDENTIFY BREAKPOINTS 2 3 4 6 5 7 8 H DELIVER 1 1 1 WHAT WHO WHEN INTERNAL COMMUNICATION (Where it could go Wrong!) CUSTOMER INTERACTION (Where it could go wrong!) ARTICULATE BUSINESS RULES 2 2 2 PROCESS ACTIVITY LIST L H 3 3 3 REMOVE/REFINE MOTs REMOVE/REDUCE RISKBREAKPOINTS REMOVE HERITAGE BUSINESS RULES ET TT FTE OUTCOME MAPPING IS MATRIX ACTION PLANNING © Steve Towers – All Rights reserved

38. Can You Imagine How Different Things Would Be?

39. For more information please try these resources: www.bpgroup.org – The worlds longest established BPM Business club (1992) with Articles, Case studies and advanced BPM resources www.towersassociates.com – for certification, training and mentoring services using Advanced BPM & Customer Expectation Management www.cityprocessmanagement.com – global consultancy specialising in the use of Customer Expectation Management, BPM and Strategic change www.cemmethod.com – the latest versions of CEM and links to good resources www.linkedin.com/e/gis/1062077 - the BPGroup community on Linked-in

40. Building the Action Plan In Building the Action Plan we target activity that will removeMoments of Truth, Break Points and Business Rules. What we can not remove we must improve.

41. www.cemmethod.com 1 3 4 5 6 2 7 8 H EXECUTE WHAT WHO WHEN 1 1 1 REVIEW 2 2 2 3 3 3 ET TT FTE ASSESSMENT DISCOVERY

42. For more information please try these resources: www.bp2009.com – the open programme – available on all continents (inhouse classes available – contact us at news@bpgroup.org) www.bpgroup.org– The worlds longest established BPM Business club (1992) with Articles, Case studies and advanced BPM resources www.towersassociates.com – for certification, training and mentoring services using Advanced BPM & Customer Expectation Management www.cityprocessmanagement.com – global consultancy specialising in the use of Customer Expectation Management, BPM and Strategic change www.cemmethod.com – the latest versions of CEM and links to good resources www.linkedin.com/e/gis/1062077 - the BPGroup community on Linked-in

43. www.bpcommunity.org www.bp2009.com www.bpgroup.org www.successfuloutcomes.blogspot.com

44. Business Process Professional pathway www.bp2009.com Q 3-4 - 2009Australia India US South AmericaEurope

45. Signup for classes Now at www.bp2009.com

46. BPGroup.org Steve Towers steve.towers@bpgroup.org www.bpgroup.org | www.towersassociates.com