CEO BP Group, Academy of Customer Experience Board, ISLSS Advisor, BPM Author & Keynote, PEX Judge, PMI, CX Authority at Process Excellence Network (PEX Network & BPGroup)
Feb. 25, 2014•0 likes•25,933 views
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PEX Asia 2014 Keynote Steve Towers
Feb. 25, 2014•0 likes•25,933 views
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Report
Business
An integrated approach to delivering Process Transformation
CEO BP Group, Academy of Customer Experience Board, ISLSS Advisor, BPM Author & Keynote, PEX Judge, PMI, CX Authority at Process Excellence Network (PEX Network & BPGroup)
2. STEVE TOWERS
AUTHOR, COACH, CONSULTANT & MENTOR
www.stevetowers.com
www.bpgroup.org
www.cer0fiedprocessprofessional.com
www.towersassociates.com
long
ked on a y
a ve w o r
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with ma
rm basis anies over
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comp
leading
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two dec
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the last
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ored sev
Auth
www.oibpm.com
www.cemmethod.com
www.cxra0ng.com
Industria
l
Engineeri
ng
O&M
Systems
Ops
Rese
arc
Outside-‐I h
n
Reiki
NLP
Hypnosis
Originally
an Industr
ial
Engineer
worked in
Operation
s, Marketi
ng
Systems
from the fr &
ont
line to the
‘C’ Level.
Also a qu
alified
Master H
ypnotist,
Hypnothe
NLP Prac rapist
titioner an
d
Reiki Mas
ter.
10. how do we go about Connecting the dots
and turning thoughts into Action?
11. inside-out –everything looks like a
production line – where is the
customer?
and our ways of communicating
are designed for the old world industrialized view of things
24. So how could we look at our
processes and strategy?
25. an integrated approach is needed
OUTSIDE-IN…..why?
because It’s a joke
the way some orgs d/w
customers
the old ways often
pay lip service to
the REAL NEEDS
27. PROCESS DESIGN FROM THE OUTSIDE-IN
lookING at Process FROM THE PERSPECTIVE
OF successful customer outcome and
MOMENTS OF TRUTH
28. Using PEX to improve things and
we can learn from each other
29. nine moves to consider
! use tools and approaches suitable to the task in hand
! make sure what you do is accessible to all (even the CEO)
! avoid analysis paralysis (how much to do you need to know
to know you know you know enough?)
! ensure what you are doing creates flexibility &
adaptability
! deliver results quickly and simply (don’t over engineer)
! communicate openly across all channels
! understand customer NEEDS and not wants (Needs of
Customer NOT Voice of Customer)
! put the customer at the centre of everything you do
! reframe the world from the Outside-In (lego)
30. so your opening moves could be….
! Identify the interactions you have
with your customer
! Note whether these are Moments of
Magic or Moments of Misery
! Identify actions that would
eliminate the Moments of Misery
31. STEVE TOWERS
AUTHOR, COACH, CONSULTANT & MENTOR
www.stevetowers.com
www.bpgroup.org
www.cer0fiedprocessprofessional.com
www.towersassociates.com
Business Card >
Thank you!
www.oibpm.com
www.cemmethod.com
www.cxra0ng.com
Industria
l
Engineeri
ng
O&M
Systems
Ops
Rese
arc
Outside-‐I h
n
Reiki
NLP
Hypnosis