business process management succeeding with bpm
DESCRIPTION
This reviews the secrets of BPM success.TRANSCRIPT
Geneva, November 2007
Business Process ExcellenceBusiness Process ExcellenceHow to Succeed with BPM in the Ageof the Customerof the Customer
Steve Towers© Steve Towers & Terry Schurter
All Rights Reserved
www bennugroup net
www.bennugroup.net www.stevetowers.com All material © Terry Schurter & Steve Towers unless otherwise stated – All Rights Reserved
www.bennugroup.net
Geneva, November 2007 – www.stevetowers.com
Geneva, November 2007
Business Process ExcellenceBusiness Process ExcellenceHow to Succeed with BPM in the Ageof the Customerof the Customer
Embedding BPM as a way of l f flife for your organization
Undertaking process initiatives g pfrom the customer point of view
Effectively aligning businessEffectively aligning business transformation with the customer
www.bennugroup.net www.stevetowers.com All material © Terry Schurter & Steve Towers unless otherwise stated – All Rights ReservedGeneva, November 2007 – www.stevetowers.com
Evolution of Business Process Excellencebased on Towers Associates & Bennu Group Research 2006‐7 (800+ organizations)
ES
CUSTOMER EXPECTATION MANAGEMENT
BUSINESS PROCESS MANAGEMENT
OU
TCO
ME
bilit
y
SUCCESSFULCUSTOMERO
CES
S
Ong
and
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ab©
2CUSTOMEROUTCOMESSIX SIGMA
AL
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Und
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andi
n 2007 Steve Towers
EFQMUN
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AU & Terry S
churter
www.bennugroup.net www.stevetowers.com All material © Terry Schurter & Steve Towers unless otherwise stated – All Rights Reserved
INSIDE Focus shifts OUTSIDE
F
A New Landscape is emerging
Waves of Benefits from Business Process Excellencebased on Towers Associates & Bennu Group Research 2006‐7 (800+ organizations)
enef
itsB
e
TowersAssociates www.bennugroup.net www.stevetowers.com
1977 1983 1989 1995 2001 2007© 2007 Steve Towers & Terry Schurter
Functional Islands ‐ before
Actioning department3
6
Global Bank – AS‐WAS
TelephoneLiaison
Filing/Doc. Mgt2 47
5
8 91. Client calls into Call Centre
2. Call transferred to Tel. liaisonCall Centre
CorrespondenceUnit
1
3. Action request passed to line department
4. Action progress reported to Telephone liaison
Client
1 10 5. Telephone liaison inform customer of progress
6. File information requested
7. File information transferredHello – can you tell meth t t f l
TowersAssociates www.bennugroup.net www.stevetowers.com
8. Letter created
9. File and letter returned to Filing
10. Letter despatched to customer
the status of my loan Application please?
Process Improvement ‐ duringActioning department
3
Global Bank – Transition
Customer Contact Unit
Filing/Doc mgt.245
Contact Unit
1. Client calls CCU.
2. Action request passed to line department6
1
3. File info’ requested
4. File info’ delivered
5. Customer response compiled16. Tel. liaison contact customer with resolution (‘phone/letter)
TowersAssociates www.bennugroup.net www.stevetowers.com
Improved Productivity, Enhanced Quality, Lower Cost
Process Management ‐ outcomesGlobal Bank – IS‐NOW
Customer Experience Centre 1 Client calls Customer Experience
Online informationstore
Experience Centre 1. Client calls Customer Experience Centre.
2. Tel. liaison resolve and contact customer with resolution (‘phone/ letter/email)
2
1The rules have changed....!The rules have changed....!Now organized aroundNow organized aroundggSuccessful Successful Customer Customer OutcomesOutcomes
TowersAssociates www.bennugroup.net www.stevetowers.com
OutcomesOutcomes
Reduced Costs, Improved Revenues, Enhanced Service
ORGANIZATIONAL ALIGNMENT around SCO’s
The Process Performance Landscape
Provides the structureProvides the structure and language to align everything with the y gCustomer
TowersAssociates www.bennugroup.net www.stevetowers.comGeneva, November 2007 – www.stevetowers.com
Can You Imagine How Different Things Would Be?
TowersAssociates www.bennugroup.net www.stevetowers.com
Welcome to
An example of how to Innovate throughInnovate through
Successful Customer Outcomes
TowersAssociates www.bennugroup.net www.stevetowers.com
Outcomes
The FEDEX KINKO SCO... CHALLENGE 1
How could we make business travelers’ lives Simpler, Easier andmore Successful?
1) I want to have a great presentation tomorrow.
2) I need to have packets to hand out
3) I have to get the packets printed and bound.
4) They need to be nice.) y
5) They need to be ready when I need them
TowersAssociates www.bennugroup.net www.stevetowers.com
6) I need to have them when I go to my meeting5 minutes – think, discuss and feedback
WHAT DID FEDEX KINKO’S DO?
TowersAssociates www.bennugroup.net www.stevetowers.com
LESSONS LEARNED - Customer Expectation Management
Market Leaders make their customers’ lives Simpler, Easier and More Successful
They focus Outside‐in and reduce complexity by fixing the Causes of Workfixing the Causes of Work
They Align everything they do to the y g y g yCustomer and eradicate the things that don’t
Th l t h l h t h lThey apply technology where technology adds CUSTOMER value!
TowersAssociates www.bennugroup.net www.stevetowers.comGeneva, November 2007 – www.stevetowers.com
A New Landscape is emerging
Waves of Benefits from Business Process Excellencebased on Towers Associates & Bennu Group Research 2006‐7 (800+ organizations)
enef
itsB
e
TowersAssociates www.bennugroup.net www.stevetowers.com
1977 1983 1989 1995 2001 2007© 2007 Steve Towers & Terry Schurter
Geneva, November 2007
Business Process ExcellenceBusiness Process ExcellenceHow to Succeed with BPM in the Ageof the Customerof the Customer
Steve Towers© Steve Towers & Terry Schurter
All Ri ht R dAll Rights Reserved
www.bennugroup.net
www stevetowers com
www.bennugroup.net www.stevetowers.com All material © Terry Schurter & Steve Towers unless otherwise stated – All Rights Reserved
www.stevetowers.com
Geneva, November 2007 – www.stevetowers.com