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Uploaded bySteve Towers, CEO and CPP Champion
Steve Towers PEX_Sydney_Why_BPM_fails
The document discusses business process management (BPM) and how to demonstrate its value to process owners. It promotes BPM certification programs in Sydney and Brisbane and encourages understanding BPM's value in aligning organizations with customer needs. BPM can help reduce costs, grow revenue, and improve customer experience by focusing on successful customer outcomes. The document provides examples of how to build a business case for BPM and implement a successful customer-oriented BPM approach.
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Steve Towers PEX_Sydney_Why_BPM_fails
- 1. You will neverthink of process in the same way again™ Certified Process Professional If you enjoy this presentation signup for the next cpp masters (5 days) in: sydney 13th CPP Masters w/c 27 october https://sydneymasters2014.eventbrite.com brisbane 10th CPP MASTERS w/c 3 November https://brisbanemasters2014.eventbrite.com
- 2. Who’s eating yourlunch? brands that customers trust other banks major global brands trusted sources of guidance agile retailers other financial companies new startups
- 3. What can wedo?
- 4. Understanding the value propositionof Business Process Management and demonstrating the business value to process owners Understanding the value proposition of Business Process Management and demonstrating the business value to process owners
- 5. Understanding the valueproposition of Business Process Management and demonstrating the business value to process owners
- 6.
- 7. THIS ISN’T ROCKETSCIENCE Understanding the value proposition of BPM Using BPM to align organisation’s business processes with customer needs Building the business case - assessing the requirements to successfully implement a BPM approach 1 2 3 1 2 3
- 8. what we needis organisation & methods
- 9.
- 11. six honest servingmen WHO WHAT WHERE WHY WHEN HOW TOGAF ZACHMAN ITIL ETOM BPMS SSADM AGILE
- 12. we have gotto make management scientific
- 13. the process mustmove to the workers
- 14. everything can beconnected WWW
- 15. ITS BPM JIMBUT NOT AS WE KNOW IT “THERE’S FOUR SPIECIES HERE, BUT STRANGELY THEY ALL BELIEVE IN THE SAME THING"
- 16. Understanding the valueproposition of BPM • Adam Smith • Rudyard Kipling • Frederick Winslow Taylor • Henry Ford • Tim Berners-Lee • Doctor McCoy – “its BPM Jim but not as we know it” 1 2 3 4 5 6
- 17. BPM has fourflavours – what’s yours? ² BPM to redesign the organisation ² BPM to automate the organisation ² bpm to redesign then automate the organisation ² BPM to reframe the customer experience
- 18. Ups, Downs andSideways • If you automate a mess you end up with a….
- 19. Ups, Downs andSideways • If you automate a mess you end up with a…. • If what you are doing is dumb making that more efficient is dumber
- 20. Ups, Downs andSideways • If you automate a mess you end up with a…. • If what you are doing is dumb making that more efficient is dumber • fossilizing the dumb stuff into a big erp is really the dumbest of all
- 21. Ups, Downs andSideways • If you automate a mess you end up with a…. • If what you are doing is dumb making that more efficient is dumber • fossilizing the dumb stuff into a big erp is really the dumbest of all • Aligning what you are doing to deliver Successful Customer Outcomes (makes a lot more sense)
- 22. “Outside-in is a powerfulidea” Jack Welch
- 23. Ups, Downs andSideways • If you automate a mess you end up with a…. • If what you are doing is dumb making that more efficient is dumber • fossilizing the dumb stuff into a big erp is really the dumbest of all • Aligning what you are doing to deliver Successful Customer Outcomes (makes a lot more sense) the process performance landscape
- 24. BPM Wins theTriple Crown • Simultaneously Reduce costs, Grow revenues and Enhance service • Show me the money! • A few achievers and their stories
- 25. A few achieversof note WWW.BPGROUP.ORG
- 26. Building the businesscase - assessing the requirements to successfully implement a BPM approach • Start where you are • Create advocacy through local success • Get your folks up to speed (tools, techniques and language) • Grow out the programme – example
- 27. Using BPM toalign organisation’s business processes with customer needs • Understand the needs • Identify what you are doing to deliver those needs • Align everything to achieve those needs • Manage expectations and the customer experience IT IS NEEDS OF CUSTOMER NOT VOICE OF CUSTOMER
- 28. Using BPM toalign organisation’s business processes with customer needs • Understand the needs • Identify what you are doing to deliver those needs • Align everything to achieve those needs • Manage expectations and the customer experience
- 29. the process performancelandscape (how to)
- 30. successful Customer outcomeFocused BPM More and better skilled staff Invest in staff & facilities Patient Superior Patient Exp. Faster & more successful delivery Free up time & resources Superior Triple Crown Results Increase in patients treated Understand the Successful Customer Outcome create the process to support the sco roll out the process lower costs better service improved revenue
- 31. focus on thesco and everything else follows - example
- 32. summary - movingfrom industrial age thinking
- 33. summary - tooutside-in thinking & practice
- 34. Building the businesscase - assessing the requirements to successfully implement a BPM approach • Start where you are • Create advocacy through local success • Get your folks up to speed (tools, techniques and language) • Grow out the programme
- 35. Acknowledgements flikr istockphoto bigstock logo’s used withpermission video’s used with permission
- 36.
- 37. Understanding the value propositionof Business Process Management and demonstrating the business value to process owners Understanding the value proposition of Business Process Management and demonstrating the business value to process owners
- 38. You will neverthink of process in the same way again™ Certified Process Professional If you enjoy this presentation signup for the next cpp masters (5 days) in: sydney 13th CPP Masters w/c 27 october https://sydneymasters2014.eventbrite.com brisbane 10th CPP MASTERS w/c 3 November https://brisbanemasters2014.eventbrite.com