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                                                                                                                                           www.bp2010.com
                                                                                                                                    www.towersassociates.com
                              Outside-In:
                              The Secret of the leading 21st Century Companies

                                               • Outside-In v. Inside-Out Process Management
                                               • Building the next generation of Lean Six Sigma
                                               • Assessing different strategies for creating
                                                 Successful Customer Outcomes
                                               • How each and every person can contribute to
                                                 Customer Success


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
“It’s true the
  questions
  Are the
  same…

  But this year
  the answers
  are
  different”




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.bpgroup.org
                                                                                             • Global – 37,000
                                                                    COMMUNITY
                                                                                             • LinkedIn – 3,000+


                                                                                             www.bp2010.com
                                                                                                 • Certification
                                                                                                   (7 Levels)
                                                                                    TRAINING     • Open & In house
                                                                                                   Learning
                                                                                                 • Online Support

                                                                                                               www.bpcommunity.org
                                                                                          BUSINESS
                                                                                                                    • Support Groups
                                                                                          PROCESS                   • Mentoring &
                                                                                        PROFESSIONAL
                                                                                                                      Coaching



                                                                                                • Articles, News
                                                                    INFORMATION                 • Discussion
                                                                          &
                                                                      RESEARCH                  • Conferences &
                                                                                                  Seminars

                                                            www.successfuloutcomes.blogspot.com
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com
                                                                                                                                           www.bp2010.com
                                                                                                                                    www.towersassociates.com
                              Outside-In:
                              The Secret of the leading 21st Century Companies


                                               • Building the next generation of Lean Six Sigma
                                               • Assessing different strategies for creating
                                                 Successful Customer Outcomes
                                               • How each and every person can contribute to
                                                 Customer Success


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com
                                                                                                                                           www.bp2010.com
                                                                                                                                    www.towersassociates.com
                              Outside-In:
                              The Secret of the leading 21st Century Companies

                                               • Outside-In v. Inside-Out Process Management

                                               • Assessing different strategies for creating
                                                 Successful Customer Outcomes
                                               • How each and every person can contribute to
                                                 Customer Success


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com
                                                                                                                                           www.bp2010.com
                                                                                                                                    www.towersassociates.com
                              Outside-In:
                              The Secret of the leading 21st Century Companies

                                               • Outside-In v. Inside-Out Process Management
                                               • Building the next generation of Lean Six Sigma


                                               • How each and every person can contribute to
                                                 Customer Success


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com
                                                                                                                                           www.bp2010.com
                                                                                                                                    www.towersassociates.com
                              Outside-In:
                              The Secret of the leading 21st Century Companies

                                               • Outside-In v. Inside-Out Process Management
                                               • Building the next generation of Lean Six Sigma
                                               • Assessing different strategies for creating
                                                 Successful Customer Outcomes




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
What’s the difference between
                                   Inside-Out v. Outside-In?




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
We have inherited an industrial legacy in thought and
 action...




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
What shape are you in?




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Our organizations all look the same...



                                                                                                         CEO
                                                                                                         Customer
                                               Marketing                           Sales                                         Operations   Finance
                                                                                                          Service




© MMX www.bpgroup.org – steve.towers@bpgroup.org           Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Processes wend and meander their way around these
 rigid structures...



                                                                                                         CEO
                                                                                                         Customer
                                               Marketing                           Sales                                         Operations   Finance
                                                                                                          Service




© MMX www.bpgroup.org – steve.towers@bpgroup.org           Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
And hey ho – we nearly forgot the customer!
 Now where do they go?


                                                                                                         CEO
                                                                                                         Customer
                                               Marketing                           Sales                                         Operations   Finance
                                                                                                          Service




© MMX www.bpgroup.org – steve.towers@bpgroup.org           Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
What’s missing in our
Inside-Out world view?




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
What about changing the way we work then?

                                                                                This can be overwhelming for many
                                                                                    people and their organizations
                                                                                    because the processes and
                                                                                    systems in place are complex,
                                                                                    expensive and constrain our
                                                                                    agility… they were built for a
                                                                                    different era


                                                                                …. And that’s everywhere!



© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
However...




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
The Tipping Point, from Inside-Out to Outside-In


  We are at the 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.
  Ahead, the possibility of the regeneration of
    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.
                                        Dee Hock, Founder & CEO--Visa
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
What Business Are you In?




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
“ we are not in the pill
                                                                                                              Business. We are not in
                                                                                                              The injections business.
                                                                                                              When our reps present
                                                                                                              Products they aren’t
                                                                                                              Pills.
                                                                                                              They’re selling
                                                                                                              What the pills will do
                                                                                                              for our patients”

                                                                                                              Joe Scordari, former
                                                                                                              Worldwide Chairman
                                                                                                              J&J


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Questions in an Outside-In world.. Who are these
 companies?

    What Business Are you in?

    Roundtable....
      Lifestyle management
      Moving people
      Fixing people
      Gratification
      Expression
      Always-On


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Questions in an Outside-In world


    What Business Are you in?

      Roundtable....
    1. Choose one company per
      table..
    2. What is their
      Inside-Out business?
    3. Now what are you really?
      (or should you be)?
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Are you Inside-Out
                                 or
                             Outside-In?


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Why should we bother?...well
    The 21st century is a very different place

       US$39.6 bn online                                                             Choice
       advertising sales (2009)
       - $131 per person
                                               Prosumer
                                                                                                                        Customer
                                               (Customer
                                             Sophistication)                                                           Promiscuity


                                                                                Enlightened
                                                                                 Customer


                                                   Multiple                                                               Customer     Inspiration:
          81% Americans                            Channels                                                               Rebellion!   Udayan Banerjee
          Online, 78%
                                                                                                                                       CTO,
          Europeans, 77%
                                                                                                                                       NIIT Technology (India)
          SE Asia (2008)
                                                                                  Customer
                                                                              Expectations

© MMX www.bpgroup.org – steve.towers@bpgroup.org      Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
A Copernican Moment




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
A New Way of doing
                                                                                                                                       stuff has arrived




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com
                                                                                                                                           www.bp2010.com
                                                                                                                                    www.towersassociates.com
                              Outside-In:
                              The Secret of the leading 21st Century Companies

                                               • Outside-In v. Inside-Out Process Management

                                               • Assessing different strategies for creating
                                                 Successful Customer Outcomes
                                               • How each and every person can contribute to
                                                 Customer Success


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Waves of Benefits from Business Process Evolution
based on Towers Associates & BPGroup Research 2006-7 (800+ organizations)




                                                                                                                      4
                                                                              3
   Benefits




                                                   2                                                                                                      Choice


                                                                                                                                            Prosumer                   Promiscuity


                                                                                                                                                        Enlightened



                      1
                                                                                                                                                         Customer


                                                                                                                                            Multiple
                                                                                                                                                                       Groundswell
                                                                                                                                            Channels



                                                                                                                                                        Expectations




                1970               1975            1980               1985                 1990                 1995                 2000        2005              2010

© MMX www.bpgroup.org – steve.towers@bpgroup.org    Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Waves of Benefits from Business Process Evolution
based on BPGroup Research 2006-7 (800+ organizations) – published at the IQPC BPE Event, London 2007




                                                                                                                      4
                                                                              3                                   CUSTOMER
                                                                                                                   DRIVEN
   Benefits




                                                   2
                               CUSTOMER
                             CONSIDERATE
                    1
                    CUSTOMER
                     SENSITIVE
                1970               1975            1980               1985                 1990                 1995                 2000   2005   2010

© MMX www.bpgroup.org – steve.towers@bpgroup.org    Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com
                                                                                                                                           www.bp2010.com
                                                                                                                                    www.towersassociates.com
                              Outside-In:
                              The Secret of the leading 21st Century Companies

                                               • Outside-In v. Inside-Out Process Management
                                               • Building the next generation of Lean Six Sigma


                                               • How each and every person can contribute to
                                                 Customer Success


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Who said this? (Inspired SCO thinking)

                        “You can't always get
                          what you want
                          But if you try
                          sometimes you
                          just might find
                          You get what you
                          need”


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Question
        • How do you find out what the customer
          wants?


        • Discuss,
          feedback,
          review and
          Vote! 

© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Moments of Truth – they’re everywhere


           • Moments of
             Truth permeate
             our lives in
             every product
             and service




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
A decade of Apple Innovation




        Power-                                                      Cinema                            Nike &                          iPod
                                                                                                                                                        iTablet?
         book                               iLife                   Displays                           iPod                          Classic



         00                01            02         03                04                 05             06                07         08        09
                                                                                                                                                         FREE
                                                                                                                                                         iPhone?
                     Original iPod                  MAC                                 iPod                           MacBook                 iPhone
                                                    OSX                                Shuffle                           Air                     3GS




© MMX www.bpgroup.org – steve.towers@bpgroup.org    Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Conclusion – Optimize Process

        •


        •

                                                                                                
                                                                                                                                                              MOT
                                                                                             MOT                                      MOT         MOT   MOT
                                                                                                                MOT                 MOT     MOT




                                                                                                                             
        •




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com
                                                                                                                                           www.bp2010.com
                                                                                                                                    www.towersassociates.com
                              Outside-In:
                              The Secret of the leading 21st Century Companies

                                               • Outside-In v. Inside-Out Process Management
                                               • Building the next generation of Lean Six Sigma
                                               • Assessing different strategies for creating
                                                 Successful Customer Outcomes




© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
The biggest
                                                                                                                                    enemy of
                                                                                                                                    thinking is
                                                                                                                                    complexity,
                                                                                                                                    for that
                                                                                                                                    leads to
                                                                                                                                    confusion.
                                                                                                                                    Edward de
                                                                                                                                    Bono
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
We can help our
organizations align
to Successful
Customer
Outcomes

The
Process
Performance
Landscape



© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Everything we do
                                                                                  Customer
        can contribute!

 SUCCESSFUL CUSTOMER OUTCOMES                                                       SCO


 CUSTOMER OUTCOMES                                                   CO                                             CO



 OUTCOMES                                          Oc                                     Oc                                         Oc

 OUTPUTS


 ACTIVITIES


 TASKS


© MMX www.bpgroup.org – steve.towers@bpgroup.org    Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
1. Who is your
                                                                                 Customer
               customer?


                                                                                   SCO
    2. What is their SCO?
                                                                    CO                                             CO


                         O
      3. What are the key c                                                              Oc                                         Oc
         Activities that
       contribute to the
             SCO?



© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
AND HERE
                                                                                  Customer
             IS THE KICKER

       Can You think of                                                             SCO
      things that happen
          that do NOT                                                CO                                             CO
       contribute to the
             SCO?
                                                   Oc                                     Oc                                         Oc
        That is part of the
          Opportunity..
         It’s Potentially
         DUMB STUFF =
        complexity, cost &
           inefficiency
© MMX www.bpgroup.org – steve.towers@bpgroup.org    Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
“And the Size of the prize?
                   It is between 40-70% cost
                   reduction across your critical
                   and core processes”

                   John Corr,
                   Alix Partners (London)

© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.cemmethod.com
                                                                                                                                             EXECUTE

                                                                                                                                    REVIEW


                                                                                                    ASSESSMENT


                                           DISCOVERY
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Some elements that change …


                                                                          Inside-Out                                                 Outside-In
               Processes                                                   Complex                                                    Simple
               People                                                     Controlled                                                Empowered
               Structure                                                  Hierarchy/                                                   Team
                                                                          Functional
               Systems                                                 Prescriptive                                                  Adaptive
               Measurement                                              Activities                                                    Results
               Customer                                                End of chain                                                  Inclusive
                                                                       Segmented                                                    Individual

© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Next Steps
        • Download the Slides
        • Exchange a Business Card for a free
          Moments of Truth Toolkit & the new book “Outside-In”
        • Go do Outside-In within your existing projects!

        • Sign-up Upcoming Certified Process Professional Training:
          www.bp2010.com (120+ two-three day sessions)
        Los Angeles – March 22-24 SOLD OUT
        Boston – May 4-6
        San Diego – April 22-23
        San Francisco – April 19-20
        New York – Aug 30-31
        Atlanta – Sep 2-3
        Denver – Sep 6-8

© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com
                                                                                                                                           www.bp2010.com
                                                                                                                                    www.towersassociates.com
                              Outside-In:
                              The Secret of the leading 21st Century Companies

                                               • Outside-In v. Inside-Out Process Management
                                               • Building the next generation of Lean Six Sigma
                                               • Assessing different strategies for creating
                                                 Successful Customer Outcomes
                                               • How each and every person can contribute to
                                                 Customer Success


© MMX www.bpgroup.org – steve.towers@bpgroup.org   Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
A decade of Apple Innovation




        Power-                                                      Cinema                            Nike &                          iPod
                                                                                                                                                        iTablet?
         book                               iLife                   Displays                           iPod                          Classic



         00                01            02         03                04                 05             06                07         08        09
                                                                                                                                                         FREE
                                                                                                                                                         iPhone?
                     Original iPod                  MAC                                 iPod                           MacBook                 iPhone
                                                    OSX                                Shuffle                           Air                     3GS




© MMX www.bpgroup.org – steve.towers@bpgroup.org    Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking

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Outside In The Secret Of The Leading 21st Century Companies Show

  • 1. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 2. “It’s true the questions Are the same… But this year the answers are different” © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 3. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 4. www.bpgroup.org • Global – 37,000 COMMUNITY • LinkedIn – 3,000+ www.bp2010.com • Certification (7 Levels) TRAINING • Open & In house Learning • Online Support www.bpcommunity.org BUSINESS • Support Groups PROCESS • Mentoring & PROFESSIONAL Coaching • Articles, News INFORMATION • Discussion & RESEARCH • Conferences & Seminars www.successfuloutcomes.blogspot.com © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 5. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 6. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 7. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 8. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 9. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 10. What’s the difference between Inside-Out v. Outside-In? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 11. We have inherited an industrial legacy in thought and action... © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 12. What shape are you in? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 13. Our organizations all look the same... CEO Customer Marketing Sales Operations Finance Service © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 14. Processes wend and meander their way around these rigid structures... CEO Customer Marketing Sales Operations Finance Service © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 15. And hey ho – we nearly forgot the customer! Now where do they go? CEO Customer Marketing Sales Operations Finance Service © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 16. What’s missing in our Inside-Out world view? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 17. What about changing the way we work then? This can be overwhelming for many people and their organizations because the processes and systems in place are complex, expensive and constrain our agility… they were built for a different era …. And that’s everywhere! © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 18. However... © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 19. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 20. The Tipping Point, from Inside-Out to Outside-In We are at the 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. Ahead, the possibility of the regeneration of 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. Dee Hock, Founder & CEO--Visa © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 21. What Business Are you In? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 22. “ we are not in the pill Business. We are not in The injections business. When our reps present Products they aren’t Pills. They’re selling What the pills will do for our patients” Joe Scordari, former Worldwide Chairman J&J © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 23. Questions in an Outside-In world.. Who are these companies? What Business Are you in? Roundtable.... Lifestyle management Moving people Fixing people Gratification Expression Always-On © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 24. Questions in an Outside-In world What Business Are you in? Roundtable.... 1. Choose one company per table.. 2. What is their Inside-Out business? 3. Now what are you really? (or should you be)? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 25. Are you Inside-Out or Outside-In? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 26. Why should we bother?...well The 21st century is a very different place US$39.6 bn online Choice advertising sales (2009) - $131 per person Prosumer Customer (Customer Sophistication) Promiscuity Enlightened Customer Multiple Customer Inspiration: 81% Americans Channels Rebellion! Udayan Banerjee Online, 78% CTO, Europeans, 77% NIIT Technology (India) SE Asia (2008) Customer Expectations © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 27. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 28. A Copernican Moment © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 29. A New Way of doing stuff has arrived © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 30. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 31. Waves of Benefits from Business Process Evolution based on Towers Associates & BPGroup Research 2006-7 (800+ organizations) 4 3 Benefits 2 Choice Prosumer Promiscuity Enlightened 1 Customer Multiple Groundswell Channels Expectations 1970 1975 1980 1985 1990 1995 2000 2005 2010 © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 32. Waves of Benefits from Business Process Evolution based on BPGroup Research 2006-7 (800+ organizations) – published at the IQPC BPE Event, London 2007 4 3 CUSTOMER DRIVEN Benefits 2 CUSTOMER CONSIDERATE 1 CUSTOMER SENSITIVE 1970 1975 1980 1985 1990 1995 2000 2005 2010 © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 33. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 34. Who said this? (Inspired SCO thinking) “You can't always get what you want But if you try sometimes you just might find You get what you need” © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 35. Question • How do you find out what the customer wants? • Discuss, feedback, review and Vote!  © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 36. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 37. Moments of Truth – they’re everywhere • Moments of Truth permeate our lives in every product and service © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 38. A decade of Apple Innovation Power- Cinema Nike & iPod iTablet? book iLife Displays iPod Classic 00 01 02 03 04 05 06 07 08 09 FREE iPhone? Original iPod MAC iPod MacBook iPhone OSX Shuffle Air 3GS © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 39. Conclusion – Optimize Process • •  MOT MOT MOT MOT MOT MOT MOT MOT  • © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 40. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 41. The biggest enemy of thinking is complexity, for that leads to confusion. Edward de Bono © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 42. We can help our organizations align to Successful Customer Outcomes The Process Performance Landscape © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 43. Everything we do Customer can contribute! SUCCESSFUL CUSTOMER OUTCOMES SCO CUSTOMER OUTCOMES CO CO OUTCOMES Oc Oc Oc OUTPUTS ACTIVITIES TASKS © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 44. 1. Who is your Customer customer? SCO 2. What is their SCO? CO CO O 3. What are the key c Oc Oc Activities that contribute to the SCO? © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 45. AND HERE Customer IS THE KICKER Can You think of SCO things that happen that do NOT CO CO contribute to the SCO? Oc Oc Oc That is part of the Opportunity.. It’s Potentially DUMB STUFF = complexity, cost & inefficiency © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 46. “And the Size of the prize? It is between 40-70% cost reduction across your critical and core processes” John Corr, Alix Partners (London) © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 47. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 48. www.cemmethod.com EXECUTE REVIEW ASSESSMENT DISCOVERY © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 49. Some elements that change … Inside-Out Outside-In Processes Complex Simple People Controlled Empowered Structure Hierarchy/ Team Functional Systems Prescriptive Adaptive Measurement Activities Results Customer End of chain Inclusive Segmented Individual © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 50. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 51. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 52. Next Steps • Download the Slides • Exchange a Business Card for a free Moments of Truth Toolkit & the new book “Outside-In” • Go do Outside-In within your existing projects! • Sign-up Upcoming Certified Process Professional Training: www.bp2010.com (120+ two-three day sessions) Los Angeles – March 22-24 SOLD OUT Boston – May 4-6 San Diego – April 22-23 San Francisco – April 19-20 New York – Aug 30-31 Atlanta – Sep 2-3 Denver – Sep 6-8 © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 53. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 54. © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 55. www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies • Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating Successful Customer Outcomes • How each and every person can contribute to Customer Success © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
  • 56. A decade of Apple Innovation Power- Cinema Nike & iPod iTablet? book iLife Displays iPod Classic 00 01 02 03 04 05 06 07 08 09 FREE iPhone? Original iPod MAC iPod MacBook iPhone OSX Shuffle Air 3GS © MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking