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© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com www.bp2010.com
www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating
Successful Customer Outcomes • How each and every person can contribute to
Customer Success
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
“It’s true the questions Are the same… But this year the answers are different”
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
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© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com www.bp2010.com
www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies
• Building the next generation of Lean Six Sigma • Assessing different strategies for creating
Successful Customer Outcomes • How each and every person can contribute to
Customer Success
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com www.bp2010.com
www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management
• Assessing different strategies for creating Successful Customer Outcomes
• How each and every person can contribute to Customer Success
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com www.bp2010.com
www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma
• How each and every person can contribute to Customer Success
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com www.bp2010.com
www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating
Successful Customer Outcomes
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
What’s the difference between
Inside-Out v. Outside-In?
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
We have inherited an industrial legacy in thought and
action...
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
What shape are you in?
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
CEO
Marketing Sales Customer
Service Operations Finance
Our organizations all look the same...
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
CEO
Marketing Sales Customer
Service Operations Finance
Processes wend and meander their way around these
rigid structures...
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
CEO
Marketing Sales Customer
Service Operations Finance
And hey ho – we nearly forgot the customer!
Now where do they go?
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
What’s missing in our
Inside-Out world view?
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
This can be overwhelming for many
people and their organizations because the processes and systems in place are complex, expensive and constrain our agility… they were built for a different era
…. And that’s everywhere!
What about changing the way we work then?
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
However...
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
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
The Tipping Point, from Inside-Out to Outside-In
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
What Business Are you In?
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
“ we are not in the pill Business. We are not in The injections business. When our reps present Products they aren’t Pills. They’re selling What the pills will do for our patients” Joe Scordari, former Worldwide Chairman J&J
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Questions in an Outside-In world.. Who are these
companies?
What Business Are you in? Roundtable.... Lifestyle management Moving people Fixing people Gratification Expression Always-On
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Questions in an Outside-In world
What Business Are you in?
Roundtable....
1. Choose one company per table..
2. What is their Inside-Out business?
3. Now what are you really? (or should you be)?
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Are you Inside-Out or
Outside-In?
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Why should we bother?...well
The 21st century is a very different place
Enlightened Customer
Choice
Customer Promiscuity
Customer Rebellion!
Customer
Expectations
Multiple Channels
Prosumer (Customer
Sophistication)
Inspiration: Udayan Banerjee CTO, NIIT Technology (India)
81% Americans Online, 78% Europeans, 77% SE Asia (2008)
US$39.6 bn online advertising sales (2009) - $131 per person
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
A Copernican Moment
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
A New Way of doing
stuff has arrived
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com www.bp2010.com
www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management
• Assessing different strategies for creating Successful Customer Outcomes
• How each and every person can contribute to Customer Success
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
1970 1975 1980 1985 1990 1995 2000 2005 2010
Be
ne
fits
Waves of Benefits from Business Process Evolution
based on Towers Associates & BPGroup Research 2006-7 (800+ organizations)
1
2
3
4
Enlightened Customer
Choice
Promiscuity
Groundswell
Expectations
Multiple Channels
Prosumer
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
1970 1975 1980 1985 1990 1995 2000 2005 2010
Be
ne
fits
Waves of Benefits from Business Process Evolution
based on BPGroup Research 2006-7 (800+ organizations) – published at the IQPC BPE Event, London 2007
1
2
3
4
CUSTOMER SENSITIVE
CUSTOMER CONSIDERATE
CUSTOMER DRIVEN
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com www.bp2010.com
www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma
• How each and every person can contribute to Customer Success
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Who said this? (Inspired SCO thinking)
“You can't always get what you want But if you try sometimes you just might find You get what you need”
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Question
• How do you find out what the customer wants?
• Discuss, feedback, review and Vote!
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Moments of Truth – they’re everywhere
• Moments of Truth permeate our lives in every product and service
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Power-book
Original iPod
iLife
MAC OSX
Cinema Displays
iPod Shuffle
Nike & iPod
MacBook Air
iPod Classic
iPhone 3GS
07 02 05 06 03 04 01 00 08 09
iTablet?
FREE iPhone?
A decade of Apple Innovation
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Conclusion – Optimize Process
•
•
•
MOT MOT MOT
MOT MOT
MOT MOT MOT
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com www.bp2010.com
www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating
Successful Customer Outcomes
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
The biggest enemy of thinking is complexity, for that leads to confusion. Edward de Bono
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
We can help our
organizations align
to Successful
Customer
Outcomes
The
Process
Performance
Landscape
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
SUCCESSFUL CUSTOMER OUTCOMES CUSTOMER OUTCOMES OUTCOMES OUTPUTS ACTIVITIES TASKS
Everything we do
can contribute!
Oc Oc Oc
CO CO
SCO
Customer
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
1. Who is your
customer?
Oc Oc Oc
CO CO
SCO
Customer
2. What is their SCO?
3. What are the key
Activities that
contribute to the
SCO?
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
AND HERE
IS THE KICKER
Oc Oc Oc
CO CO
SCO
Customer
Can You think of
things that happen
that do NOT
contribute to the
SCO?
That is part of the
Opportunity..
It’s Potentially
DUMB STUFF =
complexity, cost &
inefficiency
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
“And the Size of the prize? It is between 40-70% cost reduction across your critical and core processes” John Corr, Alix Partners (London)
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
DISCOVERY
ASSESSMENT
REVIEW
EXECUTE
ww
w.cem
meth
od.com
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Some elements that change …
Inside-Out Outside-In
Processes Complex Simple
People Controlled Empowered
Structure Hierarchy/ Functional
Team
Systems Prescriptive Adaptive
Measurement Activities Results
Customer End of chain Segmented
Inclusive Individual
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Next Steps
• Download the Slides • Exchange a Business Card for a free
Moments of Truth Toolkit & the new book “Outside-In” • Go do Outside-In within your existing projects!
• Sign-up Upcoming Certified Process Professional Training:
www.bp2010.com (120+ two-three day sessions) Los Angeles – March 22-24 SOLD OUT Boston – May 4-6 San Diego – April 22-23 San Francisco – April 19-20 New York – Aug 30-31 Atlanta – Sep 2-3 Denver – Sep 6-8
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
www.stevetowers.com www.bp2010.com
www.towersassociates.com Outside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management • Building the next generation of Lean Six Sigma • Assessing different strategies for creating
Successful Customer Outcomes • How each and every person can contribute to
Customer Success
© MMX www.bpgroup.org – steve.towers@bpgroup.org Steve Towers – Creating A Successful Customer Outcome with Outside-In Thinking
Power-book
Original iPod
iLife
MAC OSX
Cinema Displays
iPod Shuffle
Nike & iPod
MacBook Air
iPod Classic
iPhone 3GS
07 02 05 06 03 04 01 00 08 09
iTablet?
FREE iPhone?
A decade of Apple Innovation