association of business process management: chicago chapter meeting selling process thinking august...
TRANSCRIPT
Association of Business Process Management: Chicago Chapter Meeting
Selling Process Thinking
August 10th 2012
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3 Factors
Leadership Language Learning
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3 Factors
Leadership Language Learning
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Leadership
Leadership Language Learning
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Discover Lean Examples
Vision & Burning Platform
How well have you articulated your Vision?
Who shares this Vision?
What is the Burning Platform?
Can it be measured?
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Accountability: Lean Council
Roger Hochschild – President, Chief Operating Officer
Carlos Minetti – EVP, President, Consumer Banking and Operations
Glenn Schneider – SVP, Chief Information Officer
Alfredo Osorio – SVP, Risk and Cardmember Assistance
Mark Scarborough – SVP, Customer Service and Engagement
Colleen Zambole – VP, Banking Operations
Dan Capozzi – VP, Finance, Planning and Analysis
Larisa Drake – VP, Marketing Operations
Rob Tourt – Chief Risk Management Officer, Payments
Shared Ownership of Results and Deployment Strategy
INFLUENCE is structurally enabled . . .
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Accountability: Discover Lean Group
Discover Lean Group Mission: Discover Lean Group is the primary catalyst and thought-partner to scope and accomplish step-change Lean initiatives, embed best-in-class Lean practices, and build on Discover's process-excellence
What Our Work Looks Like: The Discover Lean Group executes and embeds a disciplined, data-driven, and well-documented approach to enhancing end-to-end operational performance led by the Voice of the Customer
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What’s Yours?
BPM Team Mission:
What Our Work Looks Like:
TBD
TBD
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3 Factors
Leadership Language Learning
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3 Factors
Leadership Language Learning
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Operating Model Components: What Do You Think?
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SAY WHAT?
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Is Talking To Yourself The First Sign of Madness?
Are We Talking To Ourselves Sometimes?
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If You Want To INFLUENCE Others!
. . .Then Speak Their LANGUAGE!
Scary Process / Scary Problem
We can do something about it . . .
. . . Let’s GET STARTED
Poor Performing Processes Can Be Like Dirty Dogs……CLEAN Up Your Process Dogs Today!x
Let’s do it for our Customers
We can do something about it . . .
Let’s GET STARTED
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Managing The Lean Way – From “I Think” to “I Know”
Practical
Graphical
Analytical
I Think
I See
I Know
My hunch and my gut
My processmaps / visuals
My data and facts
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3 Factors
Leadership Language Learning
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3 Factors
Leadership Language Learning
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Learning
Concept
20%
Tools
30%
Skills
50%
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Example: Innovation
Concept
20%
Tools
Skills
Be More Innovative!
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Example: Process-Thinking / BPM
Concept
Tools
Skills
Use ProcessVisualization!
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Learning
Concept
Tools
Skills
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Learning
Skills
Thanks! I know what’s in it for me!
These SKILLS are valuable
Does this matter for my career?
Does this support advancement?
Can I use this to be a better worker?
Does my Manager care?
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Learning
Concept
~20%
Tools
~30%
Skills
~50%
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3 Factors
Leadership Language Learning
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Thank You!