Raising the Bar to deliver customer success consistently
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How can we keep improving our performance when the customer keeps demanding more? For those seeking to move beyond same old same old this is one way forward.
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Raising the Bar to deliver customer success consistently
- 1. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Raising the Competitive Bar and Securing Gold #cppmaster Steve Towers CEO & Founder
- 2. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD ü What are we all trying to do? ü Why are we all trying to Win Gold? ü How we can focus ourselves to do it? ü Who is responsible in our organisaKons for leading the effort? ü When do we stop raising the bar?
- 3. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org COMMUNITY • Global – 85,000 members • LinkedIn – 11,000+ • CerKfied Process Professional 26,000+ TRAINING • AccreditaKon CPP PracKKoner CPP Professional CPP Master CPP Champion • OPEN & INHOUSE • Online Support SKILLS TRANSFER & CAPABILITY • Support Groups • Mentoring & Coaching CONSULTANCY & RESEARCH • ArKcles, News • Discussion • Conferences & Seminars www.bpgroup.org 1992-2013 www.bpgroup.org Competent Professional Progressive www.bpgroup.org 1992-2013 20+
- 4. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org CHALLENGES ACROSS OUR ORGANISATIONS IN THE 21ST CENTURY IMMEDIATE AND LONG TERM SYSTEMIC CHANGE Poli<cal Vola<lity (Mid East Far East) Market & Price Uncertainty Customer ShiMs and Influence Regula<on & Government Climate Change (Real? Percep<on) Digi<sa<on The whole value chain New Technologies Complexity of Doing Business Specula<on (local & Interna<onal) Greening of the planet
- 5. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Raising the Bar and Winning Customer Gold
- 7. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org 6/22/12 and then I recalled CiK’s German programme
- 8. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Raising the Bar and Winning Customer Gold
- 11. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Be the tallest Bird This guy is the tallest!
- 13. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Become the pre]est Camel
- 14. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Go out on a limb to Win
- 17. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Lead the field and stay on Top
- 18. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Learn a new Skill We were born with it – it is in our nature to improve
- 19. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD ü What are we all trying to do? ü Why are we all trying to Win Gold? ü How we can focus ourselves to do it? ü Who is responsible in our organisaKons for leading the effort? ü When do we stop raising the bar?
- 20. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Because if we are not nothing really Ma^ers as you are going
- 21. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Process Performance Landscape3D Realms Daffy's Kaupthing Bank[ note 22] R. H. Donnelley Trump Entertainment Resorts A1 Grand Prix Operations[ 77] Darlington F.C. Kaupthing Singer & Friedlander[ note 23] RC Developments[ 67] Tuctuc Ltd[ 72] AbitibiBowater Dawahares KB Toys Reader's Digest Association Tweeter[ 73] Adams Childrenswear Denver Newspaper Agency Krispy Kreme Hong Kong[ 56] Ritz Camera Centers U-Right[ 74][ note 28] Air America Radio Dolcis Shoes Land of Leather[ 80] Rosebys Ultimate Electronics AJWright Empire Direct Landsbanki[ note 24] Rotherham United F.C. USC[ 75] Allco Finance Group eos Airlines LDV Group Sanlu Group Value City Allied Carpets Escada Lehman Brothers[ note 25] SeaFrance VeraSun Energy Aloha Airlines Extended Stay Hotels Lenox SeeqPod Vivitar Amtrak Express Parcels Fashion Bug Levitz Furniture[ 57] Send the Light Viyella Apex Aircraft First Quench Retailing Lillian Vernon SETA Corporation Wachovia Apex Silver Mines Fisher Athletic F.C. Linens 'n Things[ 58] Setanta Sports Washington Mutual Arcandor FK Lyn Luton Town F.C. SFCG Co. Waterford Wedgwood[ 84] ATAAirlines Fleetwood Enterprises LyondellBasell Shoe Pavilion[ 69] WCI Communities Australian School of Business and Technology FlyLal Madoff Investment Securities Silicon Graphics Wickes Furniture Babcock & Brown Focus DIY Magna Entertainment Corp. Silver State Helicopters Wilsons Leather Bashas' Fortunoff Malév Hungarian Airlines Silverjet WiQuest Communications BearingPoint FreshXpress Märklin Skybus Airlines Woolworths Group Bennigan's Frontier Airlines Mattress Discounters[ 41] Smurfit-Stone Container XL Airways UK Berkhamsted Town F.C. G.I. Joe's Megaupload Spansion Yamato Life Bidtopia Gamley's Meguro Sushi[ 59] Spectrum Brands Young Broadcasting Bill Heard Enterprises Glitnir[ note 21] Merisant SPV GmbH Zavvi[ 76] Boater's World Goody's Family Clothing Mervyns[ 54] SsangYong Motor Company [ note 29][ 82] Ziff Davis Borders Group Gottschalks MFI Group Stanford Financial Group Zoom Airlines Borders UK Gretna F.C. Midway Games Station Casinos Buffets, Inc. Habitat Monaco Coach Corporation Sterling Airlines Canwest Halifax Town A.F.C. Montres Villemont[ 60][ note 26] Steve & Barry's Central Park Media Harold's Morgan UK[ 61] Strathfield[ 83] Charter Communications Hartmarx Motorworld[ 62] Stylo Christian Lacroix[ 78] HFC Haarlem Nationwide Airlines Sun-Times Media Group Cimber Sterling Holley Performance Products[ 55] Nortel Super Aguri F1[ 70] Circuit City Stores note Hollywood Video Oasis Hong Kong Airlines Syms Corporation CIT Group HomeForm Group Olan Mills[ 65] Tai Lin Radio Service[ 71] Coast Air Hostess Brands Opes Prime Taylor, Bean & Whitaker Colonial Bancgroup Idearc Peanut Corporation of America The Officers Club[ 63][ 64] Comet Group IndyMac Bank Peau Vavaʻu The Sharper Image[ 68] Commander Communications iQon Technologies Philadelphia Media Holdings[ 81] THQ Countrywide Financial Jessops Photo-Optix[ 66][ note 27] Tribune Company Crabtree & Evelyn JJB Sports PLC Pilgrim's Pride Tronox Journal Register Company Qimonda Tropicana Entertainment Karmann[ 79] Companies gone bust T/O >$10M a monthlast 4 years source:wikipedia and you may be joining these guys
- 23. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org or would you rather achieve ‘magic’?
- 24. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org It’s only magic if you do not know the trick!
- 25. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD ü What are we all trying to do? ü Why are we all trying to Win Gold? ü How we can focus ourselves to do it? ü Who is responsible in our organisaKons for leading the effort? ü When do we stop raising the bar?
- 26. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org So how do we make the right moves?
- 27. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Focus on the hard and Tangible – that is simultaneously REDUCING COSTS GROWING REVENUE IMPROVING CUSTOMER SERVICE
- 28. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Also Kme is against us
- 29. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org How are you going to do it?
- 30. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Is everything you are doing aligned with that Successful Customer Outcome? What is the Outcome you are trying to Achieve? What does the Customer Really Need?
- 32. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Are you delivering wants or NEEDS? wants NEEDS
- 33. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org What time is The 3 o’clock parade?
- 34. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org If I had asked them what they wanted they would have said faster horses Henry Ford the Model T
- 35. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org 6/22/12 making BPM part of your strategic plan steve.towers@bpgroup.org www.bpgroup.org KEYNOTE Process Performance Landscape What do these seniors NEED? (not want)
- 36. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org High Performance organisaKons harness the ability to connect the dots From the front line to the board room. DemonstraKng how every single acKvity contributes to the Strategy of the Business Crafing Successful Customer Outcomes
- 37. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Process Performance Landscape
- 38. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD ü What are we all trying to do? ü Why are we all trying to Win Gold? ü How we can focus ourselves to do it? ü Who is responsible in our organisaKons for leading the effort? ü When do we stop raising the bar?
- 39. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org 6/22/12 Who is responsible for leading the Effort? ALL OF US!
- 40. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org 6/22/12 making BPM part of your strategic plan steve.towers@bpgroup.org www.bpgroup.org KEYNOTE Process Performance Landscape Each one of us is involved – from the lunch room to the board room
- 41. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org CEMMethod® SCO MAPPING REVEALING THE SUCCESSFUL CUSTOMER OUTCOME The starting point will be determined by the nature of the challenge. It is however essential that a clear and objective understanding of customer needs is articulated. This specifically involves NEEDS of customer And goes way beyond traditional voice of customer insights. Understand & Develop Successful Customer Outcomes Create Process Ac<vity List PROCESS DIAGNOSTICS Iden<fy Moments of Truth PROCESS DIAGNOSTICS Iden<fy Breakpoints PROCESS DIAGNOSTICS Iden<fy Business Rules Perform Risk Assessment Develop Ac<on Plan Manage Delivery
- 42. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD ü What are we all trying to do? ü Why are we all trying to Win Gold? ü How we can focus ourselves to do it? ü Who is responsible in our organisaKons for leading the effort? ü When do we stop raising the bar?
- 43. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org You can’t stop change – you must embrace it, get good at it, and do be^er
- 44. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Process Performance Landscape We have to keep raising the bar to deliver customer success
- 45. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Process Performance Landscape GROW REVENUES REDUCE COSTS ENHANCE SERVICE Understanding the real needs of Customers -‐ wins everyKme
- 46. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD ü What are we all trying to do? ü Why are we all trying to Win Gold? ü How we can focus ourselves to do it? ü Who is responsible in our organisaKons for leading the effort? ü When do we stop raising the bar? Thank you! and I promised you some freebies…
- 47. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Free Download of the CEMMethod™? Free copies of the books Outside-‐In (The Secret) and the High Performance OrganizaKon? Videos (5) featuring Outside-‐In tools used by the HPO’s Invites to the next training sessions here in Sydney and Brisbane (this month!) – bring three, pay for two! (Now 25,000 CerKfied Process Professionals) BRISBANE – 1 day and 5 day opKons – (next week!) CPP Master© July 29-‐Aug 2 SYDNEY – 1 day and 5 day opKons – CPP Master© August 5-‐9 Business card if you would like
- 48. BUSINESS PROCESS EXCELLENCE steve.towers@bpgroup.org www.bpgroup.org Raising the Competitive Bar and Securing Gold #cppmaster Steve Towers CEO & Founder