This document discusses process optimization and customer experience. It notes that moments of truth (any customer interaction) and breakpoints (hand-offs between processes or systems) can create complexity, costs and failures. The document advocates documenting moments of truth, breakpoints, and business rules to understand the causes of work and points of failure in a process in order to optimize it for performance, agility and quality. Dates are also listed for CPP training sessions.

1. 2.45-5.45
Thursday-Friday 19/20 Jan – CPP 1&2
Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.

2. “It’s true
the
questions
Are the
same…
But this
year the
answers
Are very
different

3. www.stevetowers.com
www.bpgroup.org
www.cityprocessmanagement.com
www.towersassociates.com
www.oibpm.com

4. www.bpgroup.org

5. The Philosophy. The People. The
Practice. The organizations.
The Delivery.

6. The Philosophy

8. We have inherited an industrial legacy
What shape are our organisations in?

9. The Pyramid

10. Our organisations all look the same...
CEO
Customer
Marketing Sales Operations Finance
Service

11. Processes wend and meander their way around these
rigid structures...
CEO
Customer
Marketing Sales Operations Finance
Service

12. And hey ho – we nearly forgot the customer!
Now where do they go?
CEO
Customer
Marketing Sales Operations Finance
Service

13. CEO
Customer
Marketing Sales Operations Finance
Service

14. In other words... Everything looks like a Scottish pin factory!
And the way we describe everything can be just as inside-out…

15. What’s
Missing?

18. The People

19. 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.
Dee Hock, Founder & CEO--Visa
“A Global
Ahead, the possibility of the regeneration of
tipping point” 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.

20. 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?

21. The
Customer
Experience
Is the Process

22. “…..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..”

23. If I had
asked them
what they
wanted
they would
have said
faster horses

24. “Outside-in is
a powerful
idea”

25. Ranjay Gulati
Harvard Business
The Academics are going
School
Outside-In too …
George Day
Wharton Business
School
Barbara Bund
MIT Sloan
School

26. The Organizations

28. The Practice

29. EXECUTE
REVIEW
ASSESSMENT
DISCOVERY

30. The Delivery

31. 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.

32. 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.

33. Guide and Help with appropriate
Business Rules
ALL the decisions we make in the
business should be aligned with the SCO

34. Reduce complexity and win the
Triple Crown +
Outside-In Reduces Costs. Enhances
Service. Grows Revenues & Achieves
Compliance.
ALL at the same time!

35. Watch the Gap (and eradicate it)
Destroying the divide between the
business and IT once and for all

36. Innovation. Use process change
to deliver Success Outcomes.
Innovation isn’t a dark art. It is
achievable by anyone who understands
the Successful Outcome.

37. Outside-In The Secret…
what is it?

38. The needs of the
Customer have changed
forever
Choice
Prosumer
Customer
(Customer
Sophistication) Promiscuity
Enlightened
Customer
Inspiration:
Udayan Banerjee
Multiple Customer CTO,
Channels Rebellion! NIIT Technology (India)
Customer
Expectations

39. Choice
Prosumer Promiscuity
Enlightened
Customer
Multiple
Groundswell
Channels
Expectations
Choice:
We now have a bewildering array
in almost every product and service.
Source: Fanzine

40. The Promiscuous Customer:
I will go with anyone I choose
on my terms
Choice
Prosumer Promiscuity
Enlightened
Customer
Multiple
Groundswell
Channels
Expectations
Source: BigStock

41. Choice
Rebellion – Groundswell:
Prosumer Promiscuity
Customers – we don’t
take **it anymore
Enlightened
Customer
Multiple
Groundswell
Channels
Expectations
Source: iStockphoto

42. Choice
Groundswell:
Prosumer Promiscuity
Customers – we don’t
Enlightened
take **it anymore
Customer
Multiple
Groundswell
Channels
Expectations

43. Choice
Expectations:
Prosumer Promiscuity
Customers – less of the sizzle,
Enlightened
more of the meat
Customer
Multiple
Groundswell
Channels
Expectations

44. Expectations:
Say High – Do High, or else
Choice
Prosumer Promiscui
Enlightened
Customer
Multiple
Groundswe
Channels
Expectations

45. Choice Multi-channels:
Prosumer Promiscuity I want it my way when I say
Enlightened
Customer
Multiple
Groundswell
Channels
Expectations
Source: Fanzine

46. Prosumer:
The Customer Experience is
the Process
Choice
Prosumer Promiscuity
Enlightened
Customer
Multiple
Groundswell
Channels
Expectations
Source: Fanzine

47. Everything has changed..
Except how we do process
and organise ourselves!

48. EXECUTE
REVIEW
ASSESSMENT
DISCOVERY

49. Performance, Agility & Quality
are driven by...
The Causes of Work
MOT Moments of Truth
Break Points
BP
BR
Business Rules
BR

51. "We have 50,000 moments of truth
every day.“
Jan Carlzon
President, SAS

52. MOT
MOT MOT
MOT MOT
MOT MOT
MOT
Any interaction with the CUSTOMER
is a
MOMENT OF TRUTH

53. MOT
MOT MOT
MOT MOT
MOT MOT
MOT
And every
MOMENT OF TRUTH
Ripples and reverberates through the organisation

54. MOT
MOT MOT
MOT MOT
MOT MOT
MOT
and
MOMENTS OF TRUTH
Create complexity, cost, wastefulness and failure

55. THE CAUSE OF WORK MOT
MOT MOT
MOT MOT
MOT MOT
MOT
THE EFFECT

58. Moments of Truth – they’re everywhere
Moments
of Truth
permeate
our lives in
every
product
and service

59. It’s all about Customer Experience
and the Moment of Truth.
Remove or Improve! Steve Jobs

60. For Every process
that deserves to
exist there is an
optimum number of
Moments of Truth to
achieve a
Successful Outcome

61. Breakpoints
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

62. Business Rules

63. There are a whole bunch of dumb rules..
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.”

64. 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

65. Performance, Agility & Quality
are driven by...
The Causes of Work
Moments of Truth
Break Points
Business Rules BR

68. PAM with Process diagnostics

69. Points of Failure documentation
Capture the Moments of
Truth
Capture the Breakpoints
BR
Document the Business Rules

70. Points of Failure -
Scores on the Doors
BR

71. POINTS OF FAILURE OPTIMIZATION SCALE
CHAOS
UNCONTROLLED
OPTIMISED
INEFFICIENT
IDEAL
5 70 200 800

72. 2.45-5.45
Thursday-Friday 16/17 Jan – CPP 1&2
Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.