steve towers process and productivity excellence _joburg_2011
Post on 01-Nov-2014
1.574 Views
Preview:
DESCRIPTION
TRANSCRIPT
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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
“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
COMMUNITY • Global – 55,000
• LinkedIn – 7,600+
TRAINING
• Accreditation CPP Practitioner CPP Professional CPP Master
• Open & In house Learning
• Online Support
BUSINESS PROCESS
PROFESSIONAL
• Support Groups
• Mentoring & Coaching
INFORMATION &
RESEARCH
• Articles, News
• Discussion
• Conferences & Seminars
www.bpcommunity.org
www.bpmbox.com
www.bpgroup.org
www.successfulcustomeroutcomes.net
BUSINESS CARD
=
LATEST BOOK
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
ww
w.b
pm
box.co
m
BUSINESS CARD
= LATEST BOOK
One Day session
Certified Process Practitioner®
Nov 30 - Rustenburg
Dec 1 - Johannesburg
Jan 17 - Port Elizabeth
Jan 19 - Durban
Two Days session
Certified Process Professional®
Nov 14-15 Johannesburg
Nov 17-18 Cape Town
Five Days session
CPP Master®
Feb 6-10 - Cape Town
Feb 13-17 Johannesburg
BUSINESS PROCESS
PROFESSIONAL ACCREDITATION
Est. 1992 and Since 2007
18,000+ global with South Africa
400+ people qualified as
Certified Process Professional ®
In addition South Africa now has
61 CPP Masters ®
Dedicated global leadership with
in country Coaches
“By Professionals for Professionals”
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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
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
Who Are the Leading Companies?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
Why should we bother?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
The Always on World of the 21st century - 1998
Source BBCworld
The Always on World – It has all happened in the last 13 years! Mapping the Growth of the Internet
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
Source BBCworld
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
Gadget Ownership
Over Time
Source:
The PEW Centre
American Life Project
April-May 2011
(2,277 adults)
Use Of Social Networks
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
“You bet that changes everything. “ (2010)
Source: Fanzine
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 – All Rights Reserved www.bpgroup.org
Tony Hsieh
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
Outside-In The Secret – what is it?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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
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
The Pyramid
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
CEO
Marketing Sales Customer Service
Operations Finance
Our organisations all look the same...
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
CEO
Marketing Sales Customer Service
Operations Finance
Processes wend and meander their way around these
rigid structures...
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
CEO
Marketing Sales Customer Service
Operations Finance
And hey ho – we nearly forgot the customer!
Now where do they go?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
CEO
Marketing Sales Customer Service
Operations Finance
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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
What’s Missing?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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
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
How are they doing it?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
"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
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
TOOLS
Layer 1:
Who is
the
Customer
?
Layer 2:
What is
the
Customer
s current
Expectatio
n?
Layer 3: What is
the process the
customer thinks
they are involved
with?
Layer 4:
How does
what
We do
impact
Customer
Success?
Layer 5:
The
Successful
Customer
Outcome –
what does
the
customer
really need
from us?
The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a
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.
CRAFTING THE
SUCCESSFUL CUSTOMER OUTCOME
Understanding the real Customer Need
The One liner
SCO:
One line
statement
that explains
the actual
SCO
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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
Where should we start?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
The
Customer
Experience
Is the Process
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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
BOOKING TO CAROUSEL?
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
Enquire about a trip
Navigate to the airport
Experiencing hospitality
Baggage transportation
Enjoying the trip Relaxing in the
hotel Returning Home
Enjoying a Coffee at Home
Where does the process start and finish?
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
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
Enquire about a trip
Navigate to the airport
Experiencing hospitality
Baggage transportation
Enjoying the trip Relaxing in the
hotel Returning Home
Enjoying a Coffee at Home
The
Customer Experience
is the Process
A new perspective.. It’s a seismic shift in focus
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
Looking at the Process Outside-In Achieves dramatic internal benefits
(typical 40-70%
cost savings)
and extends
our value chain
Enquire about a trip Navigate to the
airport Experiencing hospitality
Baggage transportation Flying the airplane Enjoying the trip Relaxing in the hotel
Enjoying a Coffee at Home
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
Check Out & ……..
Enquire about a trip
Navigate to the airport
Experiencing hospitality
Baggage transportation
Flying the airplane
Enjoying the trip Relaxing in the
hotel Returning Home
Enjoying a Coffee at Home
Gee..
Wouldn’t it
be great If
as I checkout
of the hotel…
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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
Apr. 23--United Airlines said Tuesday that it would eliminate 1,100 jobs
…..it would reduce capacity by shedding 30 airplanes, UAL shares
plummeted 37 percent to $13.55
Houston-based Continental Airlines Inc.
reported Apr 17 that it lost $80 million
$80 M First Quarter LOSS Apr. 18--Southwest Airlines Co. said Thursday
it earned $34 million in the first quarter
Southwest now plans to take delivery of 14
new Boeing 737-700 aircraft next year
$34 M First Quarter PROFIT
58 Successive Quarters
of PROFIT
$4.1 Bn First Quarter LOSS
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
You gotta start where you are! Once commitment is made the transition is rapid
Functional
Trans Silo
Enterprise Wide Execution
“The Customer Experience is the Process”
6-12
months
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
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
Integrating at the enterprise level?
Process - the Beginning and
the End
Where does the process start and finish?
What IT systems support the process?
Are our processes and systems aligned to
achieve the Successful Customer Outcome?
The Successful Customer
Outcome
What is it and how can it reshape our processes
and enterprise?
Process Points of Failure
Moments of Truth | Breakpoints | Rules
What and Where are they?
What business are you (really)
in?
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
Motivation
Inspire
Inspire
Explore
Handhold
Experience
Reflect
Evangelise
I deserve
something
special
VG Online
VG Online
Book
Online Welcome
Preference
& Personalization
Optimised Touch
Medical Exam
Space Suit
Fitting
Training
The Launch
Sign-Up
The Virgin Galactic Customer Experience
A unified Enterprise
offering
VG Astronauts
Live Feed
FAQs
VG Club
Share All Level Access
All Level Access
All Level Access
Blog
Video
The Club
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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
ww
w.b
pm
box.co
m
BUSINESS CARD
= LATEST BOOK
One Day session
Certified Process Practitioner®
Nov 30 - Rustenburg
Dec 1 - Johannesburg
Jan 17 - Port Elizabeth
Jan 19 - Durban
Two Days session
Certified Process Professional®
Nov 14-15 Johannesburg
Nov 17-18 Cape Town
Five Days session
CPP Master®
Feb 6-10 - Cape Town
Feb 13-17 Johannesburg
BUSINESS PROCESS
PROFESSIONAL ACCREDITATION
Est. 1992 and Since 2007
18,000+ global with South Africa
400+ people qualified as
Certified Process Professional ®
In addition South Africa now has
61 CPP Masters ®
Dedicated global leadership with
in country Coaches
“By Professionals for Professionals”
Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
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?
top related