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Steve Towers Workshop Florida January 2011
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Steve Towers, CEO and CPP Champion
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3 hour workshop at the BP Groups 18th Annual Conference in Orlando, Florida Jan 2011
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Steve Towers Workshop Florida January 2011
1.
Steve Towers
CEO & Founder BPGroup Contact me: steve.towers@bpgroup.org BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
2.
BPGroup 18th Annual
Conference - January 2011 © BPGroup – All Rights Reserved
3.
IN OUTSIDE Examples BPGroup 18th
Annual Conference - January 2011 © BPGroup – All Rights Reserved
4.
Tony Hsieh
Listen to the 15 minute interview BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
5.
1. Overview BPGroup 18th
Annual Conference - January 2011 © BPGroup – All Rights Reserved
6.
2. Workshop BPGroup 18th
Annual Conference - January 2011 © BPGroup – All Rights Reserved
7.
3. Wrap-up BPGroup 18th
Annual Conference - January 2011 © BPGroup – All Rights Reserved
8.
www.stevetowers.com
www.bpgroup.org www.bp2010.com www.towersassociates.com www.oibpm.com BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
9.
www.bpcommunity.org
COMMUNITY • Global – 45,000 • LinkedIn – 5,750+ www.bp2010.com • Accreditation CPP Practitioner CPP Professional CPP Master TRAINING CPP Advanced Master • Open & In house Learning • Online Support www.bpgroup.org BUSINESS • Support Groups PROCESS PROFESSIONAL • Mentoring & Coaching • Articles, News CONSULTANCY • In-house & RESEARCH Transformation • Keynotes, Workshops www.successfulcustomeroutcomes.net BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
10.
“It’s true the
questions Are the same… But this year the answers Are very different” BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
11.
We shouldn't keep
looking back to the past to define the possibilities for the future BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
12.
BPGroup 18th Annual
Conference - January 2011 © BPGroup – All Rights Reserved
13.
This is a
Copernican moment for many Copernicus - 19 February 1473 – 24 May 1543 businesses He died 467 years ago BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
14.
Too many managers
have become so specialized that they don’t think in terms of the company’s big picture. Philip Kotler BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
15.
A new perspective..
It’s a seismic shift in focus The Customer Experience Enquire about a Navigate to the Experiencing Baggage Enjoying the trip Relaxing in the Returning Home Enjoying a trip airport hospitality transportation hotel Coffee at Home is the Process BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
16.
www.cemmethod.com
EXECUTE REVIEW ASSESSMENT BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
17.
Moving from Inside-Out
Left to Right Pyramidal Rigid Functional Specialist To….. BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
18.
Thru Process
centric towards Outside-In and a Customer centred view of business BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
19.
BPGroup 18th Annual
Conference - January 2011 © BPGroup – All Rights Reserved
20.
STRATEGY
LEADERSHIP Understand & PROCESS PROCESS Create DIAGNOSTICS PROCESS DIAGNOSTICS Develop Develop Process DIAGNOSTICS Perform Manage Successful Activity Identify Identify Risk Action Delivery Customer Identify Assessment List Moments of Breakpoints Business Plan Outcomes Truth Rules PROCESS INNOVATION PERFORMANCE MANAGEMENT TECHNOLOGY IMPLEMENTATION PROGRAMME INTEGRATION BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
21.
Element
Always Discretionary Levels Process Activity Map (PAM) Y 1-2-3-4 Process Diagnostics Y 1-2-3-4 Twenty Two OI Quantifiable Elements (Levels 1-5) Risk Assessment Y 1-2-3-4 Action Plan Y 1-2-3-4 Actions Taken Y 1-2-3-4 POF Dependencies Y 1-2-3-4 Points of Failure profile Y 1-2-3-4 Future State PAM Y 1-2-3-4 Risk Impact Assessment Y 1-2-3-4 Process Elasticity Y 1-2-3-4 Validated Process Activity Map Y 2-3-4 SCO Mind Map Y 2-3-4 Validated Process Diagnostics Y 2-3-4 Innovation Landscape Y 3-4 SCO Statement Metrics Y 3-4 OI Strategic Matrix Y 3-4 Process Performance Landscape Y 3-4 Performance Management Scorecard Y 4-5 OI Strategy Map Y 4-5 IT Opportunities matrix Y 4-5 Individual Scorecard Y 4-5 SCO Capabilities Overview BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved Y 4-5
22.
Hands-on Exercise BPGroup 18th
Annual Conference - January 2011 © BPGroup – All Rights Reserved
23.
www.cemmethod.com
EXECUTE REVIEW ASSESSMENT DISCOVERY BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
24.
Transforming to Outside-In
Process - the Beginning and The Successful Customer the End Outcome Where does the process start and finish? What is it and how can it reshape our processes and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
25.
Transforming to Outside-In
Process - the Beginning and The Successful Customer the End Outcome Where does the process start and finish? What is it and how can it reshape our processes and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
26.
Where does your
process start and finish? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
27.
Questions in an
Outside-In world Where does the process start and finish? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
28.
A new perspective..
It’s a seismic shift in focus The Customer Experience Enquire about a Navigate to the Experiencing Baggage Enjoying the trip Relaxing in the Returning Home Enjoying a trip airport hospitality transportation hotel Coffee at Home is the Process BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
29.
Transforming to Outside-In
Process - the Beginning and The Successful Customer the End Outcome Where does the process start and finish? What is it and how can it reshape our processes and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
30.
If I had
asked them what they wanted they would have said faster horses Henry Ford the Model T BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
31.
Understand & Develop
Successful Customer Outcomes CRAFTING THE SUCCESSFUL CUSTOMER OUTCOME Understanding the real Customer Need TOOLS Layer 1: Layer 4: Who is the How does Customer? what We do impact Customer Layer 2: Success? What is the Customers current Layer 5: Expectation? The Successful Customer Outcome – what Layer 3: What is the The One liner does the process the customer SCO: customer really thinks they are involved One line need from us? with? statement that explains the actual SCO The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organisation. BPGroup 18 th Annual Conference - January 2011 © BPGroup – All Rights Reserved
32.
Successful Customer Outcome
Determine when a student THESE THINGS ARE can register MEASUREABLE THESEDetermine if aARE PERSONAL THINGS student can THESEgraduate ARE OUTSIDE-IN THINGS Student Determine if a student can How does what we afford the class Who is my Customer? do impact Customer I must go through the Success? financial aid process to I need to receive my financial What is the assistance get Aid Customers current SCO The SCO - I need to receive aid before the expectation? what does semester starts There will be problems, the customer but I should eventually What is the process the REALLY need I need to attend the classes I have customer thinks they are from us? chosen get my financial aid involved with? I do not want to call to chase progress Getting an education Earning a degree I need to receive the correct amount Building a Successful I do not want to have to fix your career mistakes BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
33.
The Successful Customer
Outcome EDUCATION LOAN APPLICATION Who is My Customer? Student We must be careful here. What we are Who is my How does what we trying to do is identify the category Customer? do impact of people who are likely to be our Customer customer, and who we want to be Success? our customer. What is the SCO Customers The SCO - current what does This could be “people wishing to take expectation? the customer classes” or “people desiring an education” but… REALLY want from What is the process us? the customer thinks they are involved “students” is a very good answer because with? it defines that group of people who are most likely to be consumers of the “financial aid process.” BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
34.
The Successful Customer
Outcome Student Who is my How does what Customer? we do impact I must go through the Customer financial aid process to Success? get Aid What is the Customers SCO The SCO - current what does There will be problems, expectation? the but I should eventually customer get my financial aid REALLY What is the process want from the customer thinks us? they are involved with? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
35.
The Successful Customer
EDUCATION LOAN APPLICATION Outcome What is te process the Customer thinks they are involved with? Student Getting an education Who is my Customer? Building a successful career I must go through the Earning a degree financial aid process to What is the get Aid Customers current SCO This is a major step beyond traditional process expectation? management techniques. There will be problems, but I should eventually What is the process the get my financial aid customer thinks they are This part of SCO Mind Mapping involved with? moves us towards the “outside-in” perspective where we can uncover Getting an education Earning a degree how the process really effects the customer. Building a Successful career BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
36.
The Successful Customer
Determine when a student Outcome can register Determine if a student can graduate Student Determine if a student can afford the class Who is my How does what we Customer? do impact I must go through the Customer financial aid process to Success? get Aid What is the Customers SCO current There will be problems, expectation? but I should eventually get my financial aid What is the process the customer thinks they are involved with? Getting an education Earning a degree Building a Successful career BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
37.
The Successful Customer
Determine when a student Outcome THESE THINGS ARE can register MEASUREABLE THESEDetermine if aARE PERSONAL THINGS student can THESEgraduate ARE OUTSIDE-IN THINGS Student Determine if a student can How does what we afford the class Who is my Customer? do impact I must go through the Customer financial aid process to Success? I need to receive my financial assistance get Aid What is the Customers SCO The SCO - I need to receive aid before the current what does expectation? semester starts There will be problems, the customer but I should eventually REALLY I need to attend the classes I have get my financial aid What is the process the need from chosen customer thinks they us? are involved with? I do not want to call to chase progress Getting an education Earning a degree I need to receive the correct amount Building a Successful I do not want to have to fix your career mistakes BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
38.
Define the Successful
Customer Outcomes Map CRAFTING THE SUCCESSFUL CUSTOMER OUTCOME Understanding the real Customer Need TOOLS Layer 1: Layer 4: Who is the How does what Customer? We do impact Customer Success? Layer 2: What is the Customers current Expectation? Layer 5: The Successful Customer Outcome – what does Layer 3: What is the process The One liner SCO: the customer really the customer thinks they are One line statement need from us? involved with? that explains the actual SCO The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organisation. BPGroup 18 th Annual Conference - January 2011 © BPGroup – All Rights Reserved
39.
BPGroup 18th Annual
Conference - January 2011 © BPGroup – All Rights Reserved
40.
Transforming to Outside-In
Process - the Beginning and The Successful Customer the End Outcome Where does the process start and finish? What is it and how can it reshape our processes and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
41.
Moments of Truth BPGroup
18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
42.
BPGroup 18th Annual
Conference - January 2011 © BPGroup – All Rights Reserved
43.
Moments of Truth
Power- Cinema Nike & iPod iPad book iLife Displays iPod Classic 00 01 02 03 04 05 06 07 08 09 FREE Original MAC iPod MacBook Air iPhone iPhone? iPod OSX Shuffle 3GS BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
44.
Jan Carlzon
"We have 50,000 moments of truth every day.“ President, SAS BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
45.
MOT
MOT MOT MOT MOT MOT MOT MOT Any interaction with the CUSTOMER is a MOMENT OF TRUTH BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
46.
MOT
MOT MOT MOT MOT MOT MOT MOT And every MOMENT OF TRUTH Ripples and reverberates through the organisation BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
47.
MOT
MOT MOT MOT MOT MOT MOT MOT And MOMENTS OF TRUTH Create complexity, cost, wastefulness and failure BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
48.
MOT
THE CAUSE OF WORK MOT MOT MOT MOT MOT MOT MOT THE EFFECT BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
49.
Moments of Truth
MOT BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
50.
MOT BPGroup 18th Annual
Conference - January 2011 © BPGroup – All Rights Reserved
51.
Moments of Truth
– they’re everywhere Moments of Truth permeate our lives in every product and service BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
52.
Moments of Truth
What are Moments of Truth (MOT)? 1) Moments of Truth are a Process Diagnostic 2) They occur ANYWHERE a customer “touches” a process 3) They can be person-to-person, person-to-system, systems-to- person, system-to-system, and person-to-product 4) ANY interaction with a customer is a Moment of Truth 5) Moments of Truth are both process Points of Failure and Causes of Work BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
53.
Transforming to Outside-In
Process - the Beginning and The Successful Customer the End Outcome Where does the process start and finish? What is it and how can it reshape our processes and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
54.
What business are
you really in? What Business Are you in? Roundtable.... Well-Being Lifestyle management Moving people Fixing people Gratification Expression Always-On BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
55.
Questions in an
Outside-In world Where does your process start and finish? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
56.
Transforming to Outside-In
Process - the Beginning and The Successful Customer the End Outcome Where does the process start and finish? What is it and how can it reshape our processes and our business? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver compelling 21st processes? BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
57.
www.cemmethod.com
EXECUTE REVIEW ASSESSMENT DISCOVERY BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
58.
Any sufficiently
advanced technology is indistinguishable from magic. Arthur C. Clarke BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
59.
Gilead Sciences
Gilead Sciences http://bit.ly/62PfbP Gilead Sciences (GILD) saw sales rise to $5.3 billion in the past 12 months, capping off three years of 38% sales growth on average. One secret was turning a cocktail of AIDS drugs into a single once-a-day pill, making it easier for patients to stick to their drug regimens. BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
60.
Successful Customer
Outcomes A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so. BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
61.
But I’m just
a manager IT is not my department … BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
62.
BPGroup 18th Annual
Conference - January 2011 © BPGroup – All Rights Reserved
63.
STRATEGY
LEADERSHIP Understand & PROCESS PROCESS Create DIAGNOSTICS PROCESS DIAGNOSTICS Develop Develop Process DIAGNOSTICS Perform Manage Successful Activity Identify Identify Risk Action Delivery Customer Identify Assessment List Moments of Breakpoints Business Plan Outcomes Truth Rules PROCESS INNOVATION PERFORMANCE MANAGEMENT TECHNOLOGY IMPLEMENTATION PROGRAMME INTEGRATION BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
64.
BPGroup 18th Annual
Conference - January 2011 © BPGroup – All Rights Reserved
65.
The Outside-In promise
Outside-In promises to eliminate wasted time, money and energy in every organisation. In achieving Outside-In we make a Copernican shift and the Customer becomes the focus at the centre of everything we do. BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
66.
adeus Tack Takk
Vielen Dank afscheid Bedankt Obrigado 再見 작별 인사 Grazie tạm biệt नमस्ते Thank You Totsiens Terima Kasih Tak Bedankt Gracias Kiitos αντίο Auf Wiedersehen BPGroup 18th Annual Conference - January 2011 до свидания © BPGroup – All Rights Reserved
67.
In summary
To do things differently We just need to open our eyes wider and see things anew Reduce costs, improve revenues and enhance service simultaneously BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
68.
Questions? BPGroup 18th Annual
Conference - January 2011 © BPGroup – All Rights Reserved
69.
Certified Process Professional
Levels 1&2 – 2011 Released this week – pre-register with card/note for a 20% Early Bird discount – www.bp2010.com “Faith is taking the first step even when you don't see the whole staircase.” Dr. Martin Luther King BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
70.
Steve Towers
CEO & Founder BPGroup Contact me: steve.towers@bpgroup.org BPGroup 18th Annual Conference - January 2011 © BPGroup – All Rights Reserved
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