The global recession has impacted the overall business climate and many companies believe their performance won’t markedly improve until the business environment improves. How do you need to think about your business so that you have the potential to join those special few who thrive – recession or no recession.
Advanced BPM is more than a series of tools and techniques to view and improve our business. It is a 'practical thinking approach' or a 'business attitude' to be orientated to as much of the business as the practitioner or management requires. If implemented to the greatest degree, a company may design and represent its organisation charts around the customer and the specific outcomes it is looking to create.
Advanced BPM utilises the latest customer centric methodologies to deliver a change strategy that is in line with the organisation’s performance requirements and the challenges of the times. Our change model is all about moving from delivering “capability” to delivering “value” - empowering the appointed change agents with the thinking, tools and techniques that can be immediately utilised in their organisation. It provides a map that guides them every step of the way to identify customer outcome and change opportunities that can then implemented in a structured and risk mitigated fashion.
Everything an organisation does is now the focus of Advanced Business Process Management. Variation is inherent in almost everything we do and even with change this variation does and should still exist. The change challenges companies face all link back to their process agenda - we have to update our approaches if our enterprises are going to continue thrive
The thinking, tools and techniques within Advanced BPM can be applied directly to our own organisations after less than a week of training. The terminology used can be adopted, if necessary, across an enterprise although in reality many will apply the tools and make changes without ever having to be too specific as to the techniques used. This may range from the individual improving performance from the context of the remit where they have influence, to sustained change programmes at an organisation level.
Advanced BPM shows that the way we traditionally view process is an illusion and prevents us from viewing business in a way to enable significant change. Viewing what we do from the perspective of the outcome enables us to think of performance change initiatives that would never occur to us if we only study our business in the traditional manner.
A detailed overview of the Advanced BPM Framework as the latest wave of BPM change approaches and how it aligns to the practical change framework required in 2013 and beyond. 9 tools to identify, prioritise and deliver revenue/cost/service improvement change. An implementation framework that can be easily dovetailed into existing best practice approaches to practically deliver change in a secure, structured and low risk manner
Advanced BPM is more than a series of tools and techniques to view and improve our business. It is a 'practical thinking approach' or a 'business attitude' to be orientated to as much of the business as the practitioner or management requires. If implemented to the greatest degree, a company may design and represent its organisation charts around the customer and the specific outcomes it is looking to create.
Advanced BPM utilises the latest customer centric methodologies to deliver a change strategy that is in line with the organisation’s performance requirements and the challenges of the times. Our change model is all about moving from delivering “capability” to delivering “value” - empowering the appointed change agents with the thinking, tools and techniques that can be immediately utilised in their organisation. It provides a map that guides them every step of the way to identify customer outcome and change opportunities that can then implemented in a structured and risk mitigated fashion.
Everything an organisation does is now the focus of Advanced Business Process Management. Variation is inherent in almost everything we do and even with change this variation does and should still exist. The change challenges companies face all link back to their process agenda - we have to update our approaches if our enterprises are going to continue thrive
The thinking, tools and techniques within Advanced BPM can be applied directly to our own organisations after less than a week of training. The terminology used can be adopted, if necessary, across an enterprise although in reality many will apply the tools and make changes without ever having to be too specific as to the techniques used. This may range from the individual improving performance from the context of the remit where they have influence, to sustained change programmes at an organisation level.
Advanced BPM shows that the way we traditionally view process is an illusion and prevents us from viewing business in a way to enable significant change. Viewing what we do from the perspective of the outcome enables us to think of performance change initiatives that would never occur to us if we only study our business in the traditional manner.
A detailed overview of the Advanced BPM Framework as the latest wave of BPM change approaches and how it aligns to the practical change framework required in 2013 and beyond. 9 tools to identify, prioritise and deliver revenue/cost/service improvement change. An implementation framework that can be easily dovetailed into existing best practice approaches to practically deliver change in a secure, structured and low risk manner
Learn how leading retailers are applying Lean Six Sigma to improve the customer experience.
The webinar will cover “Five Points of Transition” a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.
How does your company rate when it comes to the customer experience? Find out how well your company is performing and benchmark with other retailers.
“Delivering the public spending cuts facing the new Government will not be easy. But those who argue it will be impossible without slashing services should take a look at BT.” - David Wighton Business and City Editor, The Times. May 2010
Willowtree Advisors has designed a Lean Enterprise Initiative that includes a Lean transformation framework and a philosophy for Lean Six Sigma and Change Management approaches that could translate to any industry.
Advanced BPM approaches are a mixture of learnings distilled from the thought leadership of leading global change companies, our own extensive experience delivering change "in the field" and our own in-house research team. Everything that is done is aligned to the latest approaches for delivering change. This is called "Outcome Based Thinking" and is designed to take change thinking to the next level and help an organisation
One of the most challenging issues in BPM is not the question of "If" it is the question of "How." This two-day program will focus on how to do design and implement efficient and effective business processes, to more effectively support the way our enterprises are adapting.
Learn how leading retailers are applying Lean Six Sigma to improve the customer experience.
The webinar will cover “Five Points of Transition” a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.
How does your company rate when it comes to the customer experience? Find out how well your company is performing and benchmark with other retailers.
“Delivering the public spending cuts facing the new Government will not be easy. But those who argue it will be impossible without slashing services should take a look at BT.” - David Wighton Business and City Editor, The Times. May 2010
Willowtree Advisors has designed a Lean Enterprise Initiative that includes a Lean transformation framework and a philosophy for Lean Six Sigma and Change Management approaches that could translate to any industry.
Advanced BPM approaches are a mixture of learnings distilled from the thought leadership of leading global change companies, our own extensive experience delivering change "in the field" and our own in-house research team. Everything that is done is aligned to the latest approaches for delivering change. This is called "Outcome Based Thinking" and is designed to take change thinking to the next level and help an organisation
One of the most challenging issues in BPM is not the question of "If" it is the question of "How." This two-day program will focus on how to do design and implement efficient and effective business processes, to more effectively support the way our enterprises are adapting.
Rest assured, you will never think about business in the same way again. Learn new methods which you can take back and apply immediately into your organisation.
Learn to Apply process diagnostics to existing processes, calculate causes of work
and points of failure, and identify actions that can be taken to improve them. Develop a
structured approach accessible by everyone in the organization to enable immediate
and significant performance improvements. Create a sustainable operational and
strategic method suitable for both dramatic and steady state improvements.
Rest assured, you will never think about business in the same way again. Learn new methods which you can take back and apply immediately into your organization.
Learn from the lessons from decades of real experience with real (and successful) BPM initiatives for taking BPM from promise to practice. This will be great primer for beginners and will provide new insight & fresh ideas for people with experience in BPM.
Responding Quickly to Changing Markets: Anticipate, Adapt, ExcelFindWhitePapers
Examine how flexible, integrated information technology makes it easier for you to adapt the way you do business in response to changing needs – helping you to out-perform the competition even as customer demands escalate, product life cycles shorten, and new competitors enter the market.
IBM has released its Global CEO Study of more than 1,700 Chief Executive Officers from 64 countries and 18 industries worldwide. In the next 3-5 years, social media will go from the least used customer engagement tactic to the second, surpassed only by face-to-face interaction.
Business Performance Improvement in the Future of WorkDalia Katan
How can we accelerate group performance improvement in this increasingly unpredictable, fast-changing world? As the challenges we face at work become more and more complex, leaders will need to focus on the practices that help workgroups better handle exceptions, learn together, and create value. (Spoiler... Amp up the friction and play with possibilities!) Focus on 'process' is no longer enough.
Working with some of the world’s leading technology innovators, Steljes has developed the Business Productivity Suite to help you change the way you work for real and lasting benefit. The Business Productivity Suite comprises of the cream of today’s productivity technology, under one roof, designed to address five focus areas that businesses tell us they need to make more efficient: meetings, video and data conferencing, workspaces and flexible working, training and marketing and communications.
Bob Stone from Healthways, a solution provider company at the marcus evans Corporate Benefits Summit 2012, on improving well-being, thereby reducing employee costs and increasing individual and organizational performance.
Interview with: Bob Stone, Co-Founder & Vice President, Healthways
TOGAF provides a discipline for Enterprise Architecture while also providing the flexibility to adapt to any specific organization or methodology. This 'openness' of TOGAF as demonstrated in one of the key values of The Open Group is one of the major factors which has led to the growing success of TOGAF over recent years. TOGAF workshop guarantees measurable learning outcomes.
The Open Group Architecture Framework (TOGAF) is one of the most popular frameworks used to mould various aspects of Enterprise Architecture. There is a flexibility built into the TOGAF Framework, primarily through the key concept of the Architecture Development Method (the ADM) which is inherently adaptable to co-exist with other frameworks.
TOGAF provides a discipline for Enterprise Architecture while also providing the flexibility to adapt to any specific organization or methodology. This 'openness' of TOGAF as demonstrated in one of the key values of The Open Group is one of the major factors which has led to the growing success of TOGAF over recent years.
TOGAF is consistent, reflects the needs of stakeholders, employs best practices and gives considerations to current and future business requirements across various industry sectors. TOGAF provides a discipline for Enterprise Architecture while also providing the flexibility to adapt to any specific organization or methodology. The 4 day workshop covers the latest version of the method – TOGAF – and prepares candidates for the examination.
TOGAF provides a discipline for Enterprise Architecture while also providing the flexibility to adapt to any specific organization or methodology. This 'openness' of TOGAF as demonstrated in one of the key values of The Open Group is one of the major factors which has led to the growing success of TOGAF over recent years. TOGAF certification program designed for business leaders and IT managers. TOGAF is consistent, reflects the needs of stakeholders, employs best practices and gives considerations to current and future business requirements across various industry sectors.
Enterprise Architecture gets systems thinking out of the backroom into the boardroom. From the original ideas of John Zachman, the discipline has emerged to cover Business Process Management, Information Systems and Technology Infrastructure – all of which amounts to consciously architecting the enterprise rather than allowing the enterprise to happen by accident.
The Open Group Architecture Framework (TOGAF) is one of the most popular frameworks used to mould various aspects of Enterprise Architecture. TOGAF provides a discipline for Enterprise Architecture while also providing the flexibility to adapt to any specific organization or methodology.
Enterprise & IT Architecture is a growing discipline and has seen exponential growth over the last few years. It is expected to grow even more rapidly in the near future.
TOGAF is consistent, reflects the needs of stakeholders, employs best practices and gives considerations to current and future business requirements across various industry sectors.
TOGAF provides a discipline for Enterprise Architecture while also providing the flexibility to adapt to any specific organization or methodology. This 'openness' of TOGAF as demonstrated in one of the key values of The Open Group is one of the major factors which has led to the growing success of TOGAF over recent years.
The Open Group Architecture Framework (TOGAF) is one of the most popular frameworks used to mould various aspects of Enterprise Architecture. There is a flexibility built into the TOGAF Framework, primarily through the key concept of the Architecture Development Method (the ADM) which is inherently adaptable to co-exist with other frameworks such as Zachman, BPM, SOA or Solution Architecture methodologies such as SDLC and Agile.
The 4 day workshop covers the latest version of the method – TOGAF – and prepares candidates for the examination which is taken separately at a later date.
VTU and iCMG will be initiating several programmes which will not only create a substantial resource pool base, but also will become a leading-edge research and excellence center.
The partnership will embolden VTU initiatives in providing industry-centric education, create vast resource pool base and capacity building for the global industry which is looking for students with better and enhanced skill sets. The Center will focus on training programmes in the area of Enterprise and IT Architecture, research in software and enterprise architecture and consulting services by VTU team and ICMG for Government, Small & Medium Enterprises.
To initiate enhanced student interest in EA, the Center will be offering scholarships to four students every year from one of the many VTU affiliated colleges.
Some of the common myths about the framework are: Is the framework for Enterprise or IT or both; colors are random; there is no Integration across columns; transformation vs. decomposition; number of rows can change, columns are arbitrary, perspectives are random; no rules to separate primitive vs. composites; architecture constructs vs. manufacturing constructs; methodology vs. ontology; taxonomy vs. ontology; checklist vs. periodic table; row 1 & row 2 vs. row 6; etc
The idea behind the iCMG Enterprise & IT Architecture Excellence awards is to honor architects & enterprises whose work demonstrates a combination of talent, vision & workmanship in creating successful and enduring systems & enterprises.
This 4 days workshop covers the latest version of the Zachman Framework v3.0. It's the most EA-inclusive representation of the Zachman Framework over the last 40 years. This program will prepare the participants for “Zachman Certified - Enterprise Architect” (both Level 1 & Level 2) examination, which is taken separately at a later date.
Zachman
This is one of the most productive four day certification workshop by two brightest brains on “Enterprise Architecture.” Of course, one is living legend and the inventor of the “Enterprise Architecture” himself - John Zachman and other is Sunil Dutt Jha – an accomplished practitioner and CEO of iCMG who will help you to unravel the science behind the “enterprise.”
Zachman
The certification fee (both Level 1 & Level 2) is included in the registration fee at discounted price, which can be used subsequently to take up the “Zachman Certified – Enterprise Architect” examination.
Zachman
This is very exclusive certification program. If you want to understand the “Complexity & Contradiction” in Enterprise and struggling to manage non-adaptive enterprise and dysfunctional systems, you don't want to miss this.
The enterprises are exploring modular architecture to isolate their business processes from their applications, which gives them the flexibility to add, upgrade or replace applications in their information technology environment without redefining all of their process interfaces.
"As with many companies, the recent recession has forced cut back on costs. "The low hanging fruit" in terms of the most obvious cost cutting initiatives have already been taken. Consulting companies have been hired to help re-structure and optimize therefore expediting business recovery. However, despite all efforts, business change for the better is still slow. What do we do next?”
The Certified Process Professional (CPP) Program takes BPM Training to an entirely new level.
This premier WORKSHOP is designed for those seeking professional skills in process management, process improvement, process alignment and innovation. The Advanced Business Process Management Methods and Techniques that Deliver!
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Go beyond the triple crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
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1. CONSULTING EVENTS ABOUT US RESOURCES STORE
1 2 3 4 5
Bangkok: 23 - 24 May, 2013
About Jason Course Benefits Registration Contact Us
Follow Us
Idea behind the workshop
“The next ten years will be critical to the success of your business. How prepared are you? Are
you aware of the latest advances in identifying, defining and implementing change that can
impact your organisation almost immediately, even if you have already ‘optimised’ many times
over?”
Approaches to applying change in organisations are progressing very rapidly and with good reason. Many of
the existing methods still being applied either do not give the necessary insight to maximise impact, or
simply take too long to apply to be effective in a changing world. Advanced BPM is a powerfully innovative
and practical approach (i.e. rapid to apply) that builds on previous generation methods to dramatically
improve existing business processes and create new ones that impact business performance under every
definition. Most organisations are sitting on efficiency and cost reduction opportunities that previous
generation approaches never identify. In addition, the ability to innovate and create revenue and service
opportunities are usually looked at as separate initiatives. Why should they be? They are all part of Advanced
BPM - the latest change methods designed better support operations, customer centric change, governance
and strategy than anything that gone previously.
Challenges necessitating the emergence of Advanced BPM
Everything an organisation does is now the focus of Advanced Business Process Management. Variation is
inherent in almost everything we do and even with change this variation does and should still exist. The
change challenges companies face all link back to their process agenda - we have to update our approaches
if our enterprises are going to continue thrive:
Operational Challenges Driving a Customer Centric Linking change back to overall
Strategy Business Performance
Operations, structures and Competition is fierce, global Companies fundamentally
business process flows are and increasing. The focus on believe they offer superior
often way too complex, cheaper, better, faster is not products and services but still
creating unnecessary and enough to dominate a market. struggle to make the returns
difficult to identify non- Innovation has to be they believe possible. How do
contributory costs and continuous but it needs to be we change that?
significantly increased across the domain of the
potential for failure. entire company, not with just Companies strive to be market
the specialised few. leaders, and they believe they
The process of change is too have the capabilities to be a
complex, relying on the Customers have realised their market leader, but internal Advanced BPM
application of complex right to exercise choice. They issues prevent them from Workshop
algorithms to large volumes of realise they have the right to getting there. » UAE » Australia
data. As obvious alternatives and they » Qatar » Saudi Arabia
improvements are delivered, frequently exercise those » Thailand » Singapore
Too many enterprises believe
rights. » Sweden » Malaysia
staying with these existing it is difficult to markedly
2. » India
approaches means new reduce costs without
improvements often only Customers have high
negatively impacting service
produce diminishing returns. expectations, they will
levels. How do you change
continue to demand more and
that perception and do so
unless that demand is met,
Even in 2013 more than 50% quickly?
they will go elsewhere.
of change projects still under-
Delivering to those demands
perform and do not achieve The global recession has
that have the most impact on
the desired outcome. impacted the overall business
customer experience is more
profitable. The question is, climate and many companies
There are so many alternative how can the company connect believe their performance
methods to drive change out to the customer experience won’t markedly improve until
there, it is difficult to select when traditional Voice of the business environment
which makes most sense for Customer approaches only improves. How do you need to
your business. uncover 60% of the real think about your business so
opportunity. that you have the potential to
Governance is difficult because join those special few who
companies are using the Customers often have a better thrive – recession or no
wrong approaches and view of the overall customer recession.
measures which slows agility experience than the company
and means useful insight is that still operates with a
often never attained. This largely silo driven focus. If the
directly impacts the cost base silos and traditional structures
and forward potential for are still going to be around for
failure. the foreseeable future, how do
we ensure the enterprise
drives the customer
experience to ensure they
keep coming back?
Advanced BPM utilises the latest customer centric methodologies to deliver a change strategy that is in line
with the organisation’s performance requirements and the challenges of the times. Our change model is all
about moving from delivering “capability” to delivering “value” - empowering the appointed change agents
with the thinking, tools and techniques that can be immediately utilised in their organisation. It provides a
map that guides them every step of the way to identify customer outcome and change opportunities that can
then implemented in a structured and risk mitigated fashion.
If you are traveling, you may like to attend the program city near you
Advanced BPM in April 2013
Australia UAE Qatar
Saudi Arabia
Advanced BPM in May 2013
Singapore Malaysia Thailand
Sweden India
Consulting Buy
Enterprise Architecture Center of Excellence Ask the Architect Credits Online Learning Licenses
Business Process Management Application Rationalization Webinar Licenses Online Consulting
Enterprise SOA Architecture Assessment Workshop Registration Onsite Consulting
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iCMG Blog Architecture Polls Architecture Survey 2013 Privacy Policy
3. CONSULTING EVENTS ABOUT US RESOURCES STORE
Why is this workshop important?
These Advanced BPM approaches are a mixture of learnings distilled from the thought leadership of leading global
change companies, our own extensive experience delivering change "in the field" and our own in-house research
team. Everything that is done is aligned to the latest approaches for delivering change. This is called "Outcome
Based Thinking" and is designed to take change thinking to the next level and help an organisation bring their
processes, systems, strategy, people and customers into full alignment, focusing the organization its very reason for
existing. Through superior alignment, customer experience is significantly improved and operational costs are
decreased. We can therefore improve revenue, reduce costs and enhance the quality of service to the customer, all
at the same time.
Exclusive focus on the Customer – but with an enhanced ability to innovate and uncover new
ideas they will never tell you about
Every company still in business today positively impacts their customer outcomes to a degree - they would have to, or
customers would not be buying. Advanced BPM is built on the philosophy that the more positively a company
impacts its Customer Needs Framework (CNF), the greater proportion of available business it is going to win.
Applying this thinking will take you to places (i.e. business opportunities) that your competition has never been able
to exploit and perhaps never thought about. It leads you to clearly identify and understand the true customer needs
(as compared to the wants) and then work to ensure that the entire organization and its processes address those
needs, above all else. The Advanced BPM methodology starts from an 'outside of the organization' perspective then
Tell a friend moves to 'the inside' to implement effectively aligned processes.
Our research indicates that often the best solution to a customer's need is different than the customer's own
Upcoming Webinars
perceived solution. That ability to understand customer needs, often better than they do themselves, is what
Wed, Apr 24, 2013 distinguishes the great innovators such as Apple and AirTran Airlines from all others. Apple is producing applications
Enterprise that people never thought they needed, whereas a significant proportion of their competition whom have built what
Architecture - they believe to be technologically superior mobile phones have had to re-think their approach in the midst of falling
Essentials for
revenues and margins. AirTran is close to the era of the free flight ticket and yet enjoy consistent profitability whereas
Decision Makers
British Airways, although operating more profitably as of late, has gone through possibly the worst business period in
Thu, Apr 25, 2013
its history - although more recently it has returned to profitability. If you think about it, an airline is a business which
Tips & Traps -
is made up of the same commodity components - similar airplanes, customers with roughly the same wants/needs,
Architecture driven
airports with the ability to offer the same services (if they choose) - yet some operators are flying high and others are
IT migration &
modernization sinking towards government bailout or bankruptcy. Both AirTran and British Airways will claim customer centricity but
roadmap an Outside-In approach better defines the important outcome components that are critical to business success and
under this lens it becomes very clear British Airways has been left wanting.
Organising to sustain a performance change focus
Advanced BPM is more than a series of tools and techniques to view and
improve our business. It is a 'practical thinking approach' or a 'business
attitude' to be orientated to as much of the business as the practitioner or
management requires. If implemented to the greatest degree, a company
may design and represent its organisation charts around the customer
and the specific outcomes it is looking to create.
The approach does not prevent other techniques from being used in
analysing or improving our business, but it does ensure that Outcome
focus be it customer, operations or wider social agenda is maintained as a
central theme even when CEO's, boards and senior managers discuss change. If focus is only maintained at a tools
and techniques level they tend to be pigeon-holed into a specific silo and more likely to become forgotten or ignored
as the "latest and greatest" ideas for change raises its head.
Taking the Complexity out of how we view our business
One of the issues that change practitioners face is the underlying
complexity of the business we are trying to improve or change. Generally,
when we move from high level management representations to process
detail, a much more complex picture emerges, which we have usually
justified on the basis of "that's just what we do". But if we look at that
process again from a different outcome viewpoint then the process
appears very different. Advanced BPM shows that the way we
traditionally view process is an illusion and prevents us from viewing
business in a way to enable significant change. Viewing what we do from
the perspective of the outcome enables us to think of performance change
4. initiatives that would never occur to us if we only study our business in
the traditional manner.
How many changes to the way we do business seem obvious once we
have identified what they are and implemented them, but somehow eluded us when we are looking at our businesses
as a ‘haystack’ of processes?
Developing a methodology we can all apply
Sustained change is best effected if it can be articulated in a way the whole organisation can understand and be part
of. Make the tools and approaches complex, using terminology a person needs significant training to understand,
means they will be side-lined to a department with the ability to handle that specialisation. Such departments
maintain credibility if they are seen to be consistently performing, but as soon as under-performance or failure is
perceived, they can be disenfranchised or worse, disappear.
The thinking, tools and techniques within Advanced BPM can be applied directly to our own organisations after less
than a week of training. The terminology used can be adopted, if necessary, across an enterprise although in reality
many will apply the tools and make changes without ever having to be too specific as to the techniques used. This
may range from the individual improving performance from the context of the remit where they have influence, to
sustained change programmes at an organisation level. Change which the whole organisation can relate to, and
understand, is more likely to succeed than change prescribed by specialists using language we only partially
understand.
The world’s most successful organisations are often characterized as those where staff are seen to be driving and feel
part of the business. Giving those staff an understanding of the thinking and techniques that enable change helps turn
change into an opportunity as opposed to a threat.
Ultimately any change has to be judged under the measures that directly relate to the business – revenue, cost base,
shareholder value, market penetration as well as the softer but still important qualitative measures such as customer
satisfaction, market reaction and analyst appraisal. Advanced BPM can impact all of these measures and moreover,
do it simultaneously.
Alignments that can positively impact the whole organisation
Advanced BPM is designed on the premise if a process or operation does NOT contribute to the Outcome we seek –
you don’t do it! On first analysis this may appear difficult to rationalise in a practical sense.
For instance, some business areas may not directly ‘touch’ the customer but may seek certain operational outcomes.
Unless these non-customer facing departments are tightly aligned to the customer facing areas and ultimately the
customer, then at best unnecessary tasks and activities will emerge which will increase complexity, cost and the
potential for failure.
On the other hand, when they are properly aligned to the customer, huge opportunities to impact business
performance becomes apparent:
An HR department for a software company might change how they reward the sales function to be in
alignment to the Customer Needs Framework, so as to encourage active qualification and delivery against real
customer needs rather than as is traditionally done, just on contracted revenue, which encourages that non-
customer centric behaviour, the drive to get ‘a deal’ which leaves a legacy of problems and reduces follow-on
business potential downstream.
The finance department with a good understanding of expense run rates may have a trust based process for all
expenses within a specified threshold for the sales and delivery teams. The cost of extra expenses would be
more than off-set by reduced manual effort and the sales/delivery functions would be left to focus on their core
5. objectives.
A printing company may be able to remove all its print shops and the overhead costs involved, because the
customer can now define exactly how he/she wants the delivery to look via a simple downloadable print tool
and the Customer Needs Framework says the delivery should come to a place of my choosing when I want – I
no longer have to go a specific location to discuss/review/pick-up etc.
A lift manufacturer may decide to outsource the manufacture of its lift doors but not the open/closing
mechanism because the door itself can be produced to the specification required and the impact on the needs
framework is easy to control.
A fashion company may decide to centralise its production operations close to its operational headquarters
rather than the traditional low cost production centres in China because it can facilitate the high velocity in its
design to shop floor objective that the customers demand.
Consulting Buy
Enterprise Architecture Center of Excellence Ask the Architect Credits Online Learning Licenses
Business Process Management Application Rationalization Webinar Licenses Online Consulting
Enterprise SOA Architecture Assessment Workshop Registration Onsite Consulting
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6. CONSULTING EVENTS ABOUT US RESOURCES STORE
Who Should Attend ?
The workshop will directly benefit anybody who has an interest in driving new performance initiatives into their
organization. Process Practitioners, Change Specialists and Managers directly contributing to the performance
change agenda will clearly benefit. However, given the magnitude of current challenges, understanding the
customer, the end-to-end value the organization needs to bring to the customer and what a successful customer
outcome looks like must be the responsibility of nearly everybody in the enterprise. As change is now moving to
the wider company domain, there are a whole range of additional roles and specialisations that would greatly
benefit. The workshop should be of interest to almost anybody who is concerned with proposing or implementing
any process changes to make their enterprise more customers centric in both intent and reality.
This workshop is compatible with the needs of almost any industry, clearlythose with business-to-consumer (B2C)
distribution models but also those with business-to-business (B2B) distribution models. It is especially applicable to
companies providing end-user services such as telecoms, utilities, security, transportation/logistics, banks/financial
services, property management, healthcare and hospitality.
Leaders and professionals who would greatly benefit from this workshop include:
Senior Executives (CEO's, COO's, CTO's, CIO's,Directors) who have broad business wide view and
responsibility and are motivated and measured by the overall business performance indicators of revenue,
cost, profit, customer satisfaction scores. They have the greatest ability to mandate change across the
entire organization, so their understanding of customer centric Advanced BPM is crucial to eventual
implementation success.
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Business Unit, Brand or Regional Directors and Managers whose products and services directly touch
and serve end customers. These are the people most responsible for ensuring that revenue continues to
Upcoming Webinars
come into the enterprise and that costs are managed over time so that there is profit and growth, the true
Wed, Apr 24, 2013
lifeblood of an enterprise. They must ensure that the enterprise has an appropriately differentiated portfolio
Enterprise of products and services, offering just the right value, at the right place and at the right time in line with the
Architecture - true customer need.
Essentials for
Decision Makers Product and Service Architects, Designers and Developers, including industrial designers, product
Thu, Apr 25, 2013 management, hardware and software engineers, user-interface specialists and web-designers. All of these
Tips & Traps - people envision and create the products and services that provide the value end-users pay for. A keen
Architecture driven understanding of customer needs, wants and what will achieve a successful customer experience is critical
IT migration & to their success.
modernization
roadmap Process, Technology and IT Managers and Professionals including Change specialists, Quality and
Industry Standards compliance specialists, as well as IT Program and Project Managers. These people are
involved in creating and maintaining the business and engineering processes and their supporting
technology, that keep enterprise operations moving. It is critical that those processes be designed with the
external customer's needs in mind, rather than only on the basis of internal imperatives.
Front Line Staff and Managers in Retail or Telemarketing, Direct Sales or Network Marketing,
Customer Support Center or Field Service. They are the critical links that interact with customers daily on
a face-to-face basis or via telephone, email or social media platforms. They are often the most
knowledgeable persons on what is working or not for customers, yet in many organizations they don't feel
empowered or have no clear mandate or mechanism to impact the processes and rules which govern their
daily lives. This workshop will teach them how they can contribute to change.
Managers and Staff of Functional and Support Services such as order administration, billing,
accounting, logistics and legal that often must touch the customer so as to keep the wheels of business
flowing. Each of these touch-points while not the focus of the value exchange, have the potential of being a
'moment of delight' that enhances the end to end customer experience or a 'moment of pain' that detracts
from it.
Professional Services – Business Consultants, IT Consultants, Legal, Accountants and others
providing professional guidance and support services for businesses big and small. Advanced BPM will
give them the ability to see beyond their client’s current state to the innovative possibilities within easy
reach.
Consulting Buy
Enterprise Architecture Center of Excellence Ask the Architect Credits Online Learning Licenses
Business Process Management Application Rationalization Webinar Licenses Online Consulting