bpgroup & pex week worshop
DESCRIPTION
WorkshopTRANSCRIPT
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2.45-5.45 Thursday-Friday 19/20 Jan – CPP 1&2
Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.
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“It’s true the questions Are the same…
But this year the answers Are very different
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www.stevetowers.com www.bpgroup.org www.cityprocessmanagement.com www.towersassociates.com www.oibpm.com
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www.bpgroup.org
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The Philosophy. The People. The
Practice. The organizations.
The Delivery.
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The Philosophy
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We have inherited an industrial legacy
What shape are our organisations in?
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The Pyramid
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CEO
Marketing Sales Customer
Service Operations Finance
Our organisations all look the same...
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CEO
Marketing Sales Customer
Service Operations Finance
Processes wend and meander their way around these
rigid structures...
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CEO
Marketing Sales Customer
Service Operations Finance
And hey ho – we nearly forgot the customer!
Now where do they go?
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CEO
Marketing Sales Customer
Service Operations Finance
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In other words... Everything looks like a Scottish pin factory!
And the way we describe everything can be just as inside-out…
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What’s
Missing?
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The People
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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
“A Global tipping point”
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Source: Fanzine
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?
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The
Customer
Experience
Is the Process
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“…..rather than ask what are we good at
and what else can we do with that skill, you
ask who are our customers? What do they
need? And then you say we are going to
give that to them regardless of whether we
have the skills to do so..”
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If I had
asked them
what they
wanted
they would
have said
faster horses
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“Outside-in is
a powerful
idea”
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The Academics are going
Outside-In too …
Barb
ara Bu
nd
M
IT S
loan
S
cho
ol
Geo
rge
Day
Wh
arton
Bu
siness
Sch
oo
l
Ran
jay Gu
lati H
arvard B
usin
ess S
cho
ol
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The Organizations
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The Practice
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DISCOVERY
ASSESSMENT
REVIEW
EXECUTE
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The Delivery
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Turbo charge you business with
Successful Customer Outcomes
The rules of the game have changed.
In fact it is bigger than that.
The game has changed forever.
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Make every customer interaction
a profitable one with Moments of
Truth
All work is ultimately caused by the
customer interaction. Fix the Cause not
the effect.
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Guide and Help with appropriate
Business Rules
ALL the decisions we make in the
business should be aligned with the SCO
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Reduce complexity and win the
Triple Crown +
Outside-In Reduces Costs. Enhances
Service. Grows Revenues & Achieves
Compliance.
ALL at the same time!
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Watch the Gap (and eradicate it)
Destroying the divide between the
business and IT once and for all
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Innovation. Use process change
to deliver Success Outcomes.
Innovation isn’t a dark art. It is
achievable by anyone who understands
the Successful Outcome.
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Outside-In The Secret…
what is it?
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The needs of the
Customer have changed
forever
Enlightened
Customer
Choice
Customer
Promiscuity
Customer
Rebellion!
Customer
Expectations
Multiple
Channels
Prosumer
(Customer
Sophistication)
Inspiration: Udayan Banerjee CTO, NIIT Technology (India)
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Choice:
We now have a bewildering array
in almost every product and service.
Enlightened Customer
Choice
Promiscuity
Groundswell
Expectations
Multiple Channels
Prosumer
Source: Fanzine
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The Promiscuous Customer:
I will go with anyone I choose
on my terms
Enlightened Customer
Choice
Promiscuity
Groundswell
Expectations
Multiple Channels
Prosumer
Source: BigStock
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Rebellion – Groundswell:
Customers – we don’t
take **it anymore Enlightened
Customer
Choice
Promiscuity
Groundswell
Expectations
Multiple Channels
Prosumer
Source: iStockphoto
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Enlightened Customer
Choice
Promiscuity
Groundswell
Expectations
Multiple Channels
Prosumer
Groundswell:
Customers – we don’t
take **it anymore
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Enlightened Customer
Choice
Promiscuity
Groundswell
Expectations
Multiple Channels
Prosumer
Expectations:
Customers – less of the sizzle,
more of the meat
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Enlightened Customer
Choice
Promiscuity
Groundswell
Expectations
Multiple Channels
Prosumer
Expectations:
Say High – Do High, or else
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Enlightened Customer
Choice
Promiscuity
Groundswell
Expectations
Multiple Channels
Prosumer
Multi-channels:
I want it my way when I say
Source: Fanzine
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Enlightened Customer
Choice
Promiscuity
Groundswell
Expectations
Multiple Channels
Prosumer
Prosumer:
The Customer Experience is
the Process
Source: Fanzine
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Everything has changed..
Except how we do process
and organise ourselves!
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DISCOVERY
ASSESSMENT
REVIEW
EXECUTE
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The Causes of Work
Break Points
Business Rules
MOT
BR
Performance, Agility & Quality
are driven by...
Moments of Truth
BP
BR
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Jan Carlzon
"We have 50,000 moments of truth every day.“
President, SAS
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MOT
MOT MOT
MOT MOT
MOT MOT MOT
Any interaction with the CUSTOMER
is a
MOMENT OF TRUTH
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MOT
MOT MOT
MOT MOT
MOT MOT MOT
And every
MOMENT OF TRUTH Ripples and reverberates through the organisation
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MOT
MOT MOT
MOT MOT
MOT MOT MOT
and
MOMENTS OF TRUTH
Create complexity, cost, wastefulness and failure
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MOT
MOT MOT
MOT
MOT
MOT MOT
MOT
THE CAUSE OF WORK
THE EFFECT
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Moments of Truth – they’re everywhere
Moments
of Truth
permeate
our lives in
every
product
and service
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It’s all about Customer Experience
and the Moment of Truth.
Remove or Improve! Steve Jobs
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For Every process
that deserves to
exist there is an
optimum number of
Moments of Truth to
achieve a
Successful Outcome
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What are Breakpoints (BP)?
1) Breakpoints are a Process Diagnostic
2) Any internal interaction is a Breakpoint
3) Any place that a hand-off occurs in the process is a Breakpoint
4) Breakpoints can be person to person, person to system, system to
person or system to system
5) Breakpoints are both process Points of Failure and Causes of Work
Breakpoints
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Business Rules
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If you are planning to visit the UK and happen to come from one of the many countries that drive on the wrong side of the road, the following advice, direct from the Department of Transport, is for you: “Visitors are informed that in the United Kingdom traffic drives on the left-hand side of the road. In the interests of safety, you are advised to practise this in your country of origin for a week or two before driving in the UK.”
There are a whole bunch of dumb rules..
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Business Rules
What are Business Rules (BR)?
1) Business Rules are points within a process where decisions are made
2) Some Business Rules are obvious while others must be “found”
3) Business Rules can be operational, strategic or regulatory and they
can be system-based or manual
4) Business Rules control the “behavior” of the process and shape the
“experience” of those who touch it
5) Business Rules are highly prone to obsolescence
6) We must find and make explicit the Business Rules in the process
Examples – Transportation , Insurance
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The Causes of Work
Break Points
Business Rules
Performance, Agility & Quality
are driven by...
Moments of Truth
BR
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PAM with Process diagnostics
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Points of Failure documentation
BR
Capture the Moments of Truth
Capture the Breakpoints
Document the Business Rules
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Points of Failure -
Scores on the Doors
BR
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UN
CO
NT
RO
LL
ED
POINTS OF FAILURE OPTIMIZATION SCALE
CH
AO
S
INE
FF
ICIE
NT
OP
TIM
ISE
D
IDE
AL
5 70 200 800
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2.45-5.45 Thursday-Friday 16/17 Jan – CPP 1&2
Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.