Steve Towers gave a keynote on transforming business in Asia using an integrated approach. He advocated designing processes from the outside-in by focusing on successful customer outcomes and moments of truth. Towers suggested nine moves for an integrated approach, including identifying customer interactions, noting moments of magic or misery, and eliminating moments of misery.

1. Keynote
Steve Towers
@stowers
Transforming business in Asia
using an integrated approach

2. STEVE TOWERS
AUTHOR, COACH, CONSULTANT & MENTOR
www.stevetowers.com
www.bpgroup.org
www.cer0fiedprocessprofessional.com
www.towersassociates.com
long
ked on a y
a ve w o r
n
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with ma
rm basis anies over
te
comp
leading
ades..
two dec
ks..
the last
eral boo
ored sev
Auth
www.oibpm.com
www.cemmethod.com
www.cxra0ng.com
Industria
l
Engineeri
ng
O&M
Systems
Ops
Rese
arc
Outside-­‐I h
n
Reiki
NLP
Hypnosis
Originally
an Industr
ial
Engineer
worked in
Operation
s, Marketi
ng
Systems
from the fr &
ont
line to the
‘C’ Level.
Also a qu
alified
Master H
ypnotist,
Hypnothe
NLP Prac rapist
titioner an
d
Reiki Mas
ter.

3. www.bpgroup.org
Singapore
Feb
25
2014
Cer0fied
Process
Professionals

4. Changing views of the organization

5. Away from Top down Industrial silo’s

6. And monolithic pyramids that
exclude…..?

7. that had single simple communication

8. Where the customer had limited and
restricted choice

9. Where the world seemed flat and the
rules understood

10. how do we go about Connecting the dots
and turning thoughts into Action?

11. inside-out –everything looks like a
production line – where is the
customer?
and our ways of communicating
are designed for the old world industrialized view of things

12. times have changed forever
Different shapes sizes and places

13. We need simple and intuitive

14. That works for all our customers

15. That learns as we do and
reconfigures on the fly

16. That works across all channels
immediately

17. Which copes with the lack of cohesive
systems and processes

18. And truly understands Customer
NEEDS (not wants)

19. Is accessible to staff whatever the
level and skill set

20. IT’s Time to change the way
we do Process Excellence

21. And let people do what they need to
do whenever whereever

22. That links everything together

23. Regardless of channel, customer,
technology and process

24. So how could we look at our
processes and strategy?

25. an integrated approach is needed
OUTSIDE-IN…..why?
because It’s a joke
the way some orgs d/w
customers
the old ways often
pay lip service to
the REAL NEEDS

26. NEEDS V. WANTS
300,000
worldwide
Floirda/California/France/China/Japan

27. PROCESS DESIGN FROM THE OUTSIDE-IN
lookING at Process FROM THE PERSPECTIVE
OF successful customer outcome and
MOMENTS OF TRUTH

28. Using PEX to improve things and
we can learn from each other

29. nine moves to consider
! use tools and approaches suitable to the task in hand
! make sure what you do is accessible to all (even the CEO)
! avoid analysis paralysis (how much to do you need to know
to know you know you know enough?)
! ensure what you are doing creates flexibility &
adaptability
! deliver results quickly and simply (don’t over engineer)
! communicate openly across all channels
! understand customer NEEDS and not wants (Needs of
Customer NOT Voice of Customer)
! put the customer at the centre of everything you do
! reframe the world from the Outside-In (lego)

30. so your opening moves could be….
! Identify the interactions you have
with your customer
! Note whether these are Moments of
Magic or Moments of Misery
! Identify actions that would
eliminate the Moments of Misery

31. STEVE TOWERS
AUTHOR, COACH, CONSULTANT & MENTOR
www.stevetowers.com
www.bpgroup.org
www.cer0fiedprocessprofessional.com
www.towersassociates.com
Business Card >
Thank you!
www.oibpm.com
www.cemmethod.com
www.cxra0ng.com
Industria
l
Engineeri
ng
O&M
Systems
Ops
Rese
arc
Outside-­‐I h
n
Reiki
NLP
Hypnosis

32. Keynote
Steve Towers
@stowers
Transforming business in Asia
using an integrated approach