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Steve Towers process and productivity excellence _joburg_2011
- 1. Process and Productivity Excellence 2011
Putting the customer at the centre:
An integrated model for Outside-In Process Management
Steve Towers
steve.towers@bpgroup.org
www.bpgroup.org www.towersassociates.com
What is the Secret,
Who are the companies, and
How do they do it?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 2. “It‟s true the
questions
Are the
same…
But this
year the
answers
Are very
different”
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 3. www.bpcommunity.org
COMMUNITY
• Global – 55,000
• LinkedIn – 7,600+
BUSINESS CARD
www.bpmbox.com
= • Accreditation
LATEST BOOK CPP Practitioner
CPP Professional
TRAINING
CPP Master
• Open & In house
Learning
• Online Support
www.bpgroup.org
BUSINESS
• Support Groups
PROCESS
PROFESSIONAL
• Mentoring &
Coaching
• Articles, News
INFORMATION
&
• Discussion
RESEARCH • Conferences &
Seminars
www.successfulcustomeroutcomes.net
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 4. BUSINESS PROCESS
PROFESSIONAL ACCREDITATION
One Day session
www.bpmbox.com
Certified Process Practitioner®
Nov 30 - Rustenburg
Dec 1 - Johannesburg
Jan 17 - Port Elizabeth
Est. 1992 and Since 2007 Jan 19 - Durban
18,000+ global with South Africa
400+ people qualified as Two Days session
Certified Process Professional ® Certified Process Professional®
Nov 14-15 Johannesburg
Nov 17-18 Cape Town
BUSINESS CARD In addition South Africa now has
= LATEST BOOK 61 CPP Masters ® Five Days session
CPP Master®
Dedicated global leadership with Feb 6-10 - Cape Town
in country Coaches Feb 13-17 Johannesburg
“By Professionals for Professionals”
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 5. www.stevetowers.com
www.bpgroup.org
www.BPMBOX.com
www.towersassociates.com
www.oibpm.com
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 6. Discussion:
Putting the customer at the centre: An integrated
model for Outside-In Process Management
> How do you design the customer experience?
How can BPM strategies be evolved to help deliver this?
> Strategies and challenges with moving from a internally driven to
customer driven process model: New strategies for creating a customer
driven process architecture
> Integrating the concept of Successful Customer Outcomes (SCO) into your
pre-existing BPM frameworks
> Integrating your current approaches and technology
into the „outside-in‟ approach
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 7. Who Are the Leading Companies?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 8. Why should we bother?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 9. The Always on World – It has all happened in the last 13 years!
Mapping the Growth of the Internet st
The Always on World of the 21 century - 1998
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 10. The Always on World of the 21st century
Mapping the Growth of the Internet
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 11. The Always on World of the 21st century
Mapping the Growth of the Internet
Use Of Social Networks
Gadget Ownership
Over Time
Source:
The PEW Centre
American Life Project
April-May 2011
(2,277 adults)
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 12. “You bet that changes everything.“ (2010)
April 2011
The upcoming transformation of our society
presents one of the greatest business
opportunities of the next 100 years.
This will require patience as well as
perseverance; to anticipate what’s next and
plan for that situation as well as taking
advantage of what’s immediately before you.
Our efforts in this field are part of our strategy
for this future. What’s yours?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup –Fanzine Reserved www.bpgroup.org
Source: All Rights
- 13. Tony Hsieh
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 14. Outside-In The Secret – what is it?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 15. What is it that they are doing?
First let’s review quickly at what they aren’t doing anymore…
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 16. We have inherited an industrial legacy
What shape are our organisations in?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 17. The Pyramid
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 18. Our organisations all look the same...
CEO
Marketing Sales Customer Operations Finance
Service
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 19. Processes wend and meander their way around these
rigid structures...
CEO
Marketing Sales Customer Operations Finance
Service
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 20. And hey ho – we nearly forgot the customer!
Now where do they go?
CEO
Marketing Sales Customer Operations Finance
Service
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 21. CEO
Marketing Sales Customer Operations Finance
Service
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 22. In other words... Everything looks like a Scottish pin factory!
And the way we describe everything can be just as inside-out…
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 23. What’s
Missing?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 24. The needs of the Customer
have changed forever
Inspiration:
Udayan Banerjee
CTO,
NIIT Technology (India)
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 25. It’s a Copernican Moment
Copernicus - 19 February 1473 – 24 May 1543
He died 467 years ago
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 26. How are they doing it?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 27. "We can't solve problems
by using the same kind
of thinking we used
when we created them."
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 28. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 29. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 30. CRAFTING THE
SUCCESSFUL CUSTOMER OUTCOME
Understanding the real Customer Need TOOLS
Layer 1:
Layer 4:
Who is
How does
the
what
Customer
We do
?
impact
Layer 2: Customer
What is Success?
the
Customer
Layer 5:
s current
The
Expectatio
Successful
n?
Customer
Outcome –
Layer 3: What is The One liner what does
the process the SCO: the
customer thinks One line customer
they are involved statement really need
with? that explains from us?
the actual
The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a
SCO
process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy
inside-out thinking to create an actionable strategic and operational objective for the entire organisation.
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 31. Can we do it also? Yes we can!! It‟s childplay….
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 32. Where should we start?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 33. The
Customer
Experience
Is the Process
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 34. We have got to get
Scientific about the
Customer
Experience
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 36. Where does the process start and finish?
Enquire about a Navigate to the Experiencing Baggage Enjoying the trip Relaxing in the Returning Home Enjoying a
trip airport hospitality transportation hotel Coffee at Home
Shifting our focus to the Customer Experience and improving that
Through Moments of Truth, Breakpoints & Rules lets us
FIX the Causes of Work and REMOVE the Points of Failure
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 37. Outside In– Successful Customer Outcomes
Focus on Doing the Right Thing and Doing Things Right
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 38. A new perspective.. It’s a seismic shift in focus
The
Customer Experience
Enquire about a Navigate to the Experiencing Baggage Enjoying the trip Relaxing in the Returning Home Enjoying a
trip airport hospitality transportation hotel Coffee at Home
is the Process
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 39. Looking at the Process Outside-In
Achieves dramatic internal benefits
(typical 40-70%
cost savings)
and extends
our value chain
Navigate to the Experiencing Baggage Enjoying a Coffee
Enquire about a trip airport hospitality transportation Flying the airplane Enjoying the trip Relaxing in the hotel at Home
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 40. Check Out & ……..
Gee..
Wouldn’t it
be great If
as I checkout
of the hotel…
Enquire about a Navigate to the Experiencing Baggage Flying the Relaxing in the Enjoying a Coffee
trip airport hospitality transportation airplane Enjoying the trip hotel Returning Home at Home
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 41. Why should we bother?
Outside-In is winning in terms of Revenue,
Profitability & Customer Service
$6.4 Bn First Quarter LOSS
$537 M First Quarter LOSS
$34 M First Quarter PROFIT Apr. 23--United Airlines said Tuesday that it would eliminate 1,100 jobs
…..it would reduce capacity by shedding 30 airplanes, UAL shares
Apr. 18--Southwest Airlines Co. said Thursday plummeted 37 percent to $13.55
it earned $34 million in the first quarter
Southwest now plans to take delivery of 14 $80 M First Quarter LOSS
Houston-based Continental Airlines Inc.
new Boeing 737-700 aircraft next year
reported Apr 17 that it lost $80 million
58 Successive Quarters $4.1 Bn First Quarter LOSS
of PROFIT
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 42. You gotta start where you are! Once commitment is made the transition is rapid
Functional
Trans Silo 6-12
months
Enterprise Wide Execution
“The Customer Experience is the Process”
Examples include: Gilead, Allied Pickfords, Tesco, State Farm, Emirates, China Mobile
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 43. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 44. Integrating at the enterprise level?
Process - the Beginning and The Successful Customer
the End Outcome
Where does the process start and finish? What is it and how can it reshape our processes
What IT systems support the process? and enterprise?
Are our processes and systems aligned to
achieve the Successful Customer Outcome?
Process Points of Failure What business are you (really)
Moments of Truth | Breakpoints | Rules in?
What and Where are they? Can you deliver a compelling 21st century
Enterprise?
Take-aways for
you to think on
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 45. The Virgin Galactic Customer Experience
A unified Enterprise
offering
I deserve
Motivation
something
special
Blog The Evangelise Inspire
Club
Video The VG Sign-Up
Launch Reflect Inspire Online
VG
Space VG Astronauts
Suit Online
Fitting Experience Explore
Live
Feed
Handhold
Book
Training
FAQs
Medical Optimised Preference Online
Exam Touch & Personalization Welcome VG Club
All Level All Level Share
All Level
Access Access Access
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 46. The Customer is the Centre
Live the life of your customer.
Become a customer.
Do business with your company
from the outside.
Scott Struminger, FedEx's SVP of IT
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 47. BUSINESS PROCESS
PROFESSIONAL ACCREDITATION
One Day session
www.bpmbox.com
Certified Process Practitioner®
Nov 30 - Rustenburg
Dec 1 - Johannesburg
Jan 17 - Port Elizabeth
Est. 1992 and Since 2007 Jan 19 - Durban
18,000+ global with South Africa
400+ people qualified as Two Days session
Certified Process Professional ® Certified Process Professional®
Nov 14-15 Johannesburg
Nov 17-18 Cape Town
BUSINESS CARD In addition South Africa now has
= LATEST BOOK 61 CPP Masters ® Five Days session
CPP Master®
Dedicated global leadership with Feb 6-10 - Cape Town
in country Coaches Feb 13-17 Johannesburg
“By Professionals for Professionals”
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
- 48. Process and Productivity Excellence 2011
Putting the customer at the centre:
An integrated model for Outside-In Process Management
Steve Towers
steve.towers@bpgroup.org
www.bpgroup.org www.towersassociates.com
What is the Secret,
Who are the companies, and
How do they do it?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org