Keynote Steve Towers

@stowers

Transforming business in Asia using an integrated approach

www.stevetowers.com                                                            www.bpgroup.org                            www.cer0fiedprocessprofessional.com                                            www.towersassociates.com                                            www.oibpm.com                                        www.cemmethod.com                                    www.cxra0ng.com      

Reiki  NLP  

Hypnosis      

Industrial  Engineering  O&M  Systems  Ops  Research  Outside-­‐In      

Originally an Industrial Engineer worked in Operations, Marketing & Systems from the front line to the ‘C’ Level. Also a qualified Master Hypnotist, Hypnotherapist NLP Practitioner and Reiki Master.

I have worked on a long

term basis with many

leading companies over

the last two decades..

Authored several books..

STEVE TOWERS AUTHOR, COACH, CONSULTANT & MENTOR

Singapore  Feb  25  2014  Cer0fied  Process  Professionals  

www.bpgroup.org  

Changing views of the organization

Away from Top down Industrial silo’s

And monolithic pyramids that exclude…..?

that had single simple communication

Where the customer had limited and restricted choice

Where the world seemed flat and the rules understood

how do we go about Connecting the dots and turning thoughts into Action?

and our ways of communicating are designed for the old world industrialized view of things

inside-out –everything looks like a production line – where is the

customer?

times have changed forever Different shapes sizes and places

We need simple and intuitive

That works for all our customers

That learns as we do and reconfigures on the fly

That works across all channels immediately

Which copes with the lack of cohesive systems and processes

And truly understands Customer NEEDS (not wants)

Is accessible to staff whatever the level and skill set

IT’s Time to change the way we do Process Excellence

And let people do what they need to do whenever whereever

That links everything together

Regardless of channel, customer, technology and process

So how could we look at our processes and strategy?

an integrated approach is needed OUTSIDE-IN…..why?

the old ways often pay lip service to the REAL NEEDS

because It’s a joke the way some orgs d/w

customers

NEEDS V. WANTS

300,000  worldwide  Floirda/California/France/China/Japan  

lookING at Process FROM THE PERSPECTIVE OF successful customer outcome and

MOMENTS OF TRUTH

PROCESS DESIGN FROM THE OUTSIDE-IN

Using PEX to improve things and we can learn from each other

nine moves to consider !   use tools and approaches suitable to the task in hand !   make sure what you do is accessible to all (even the CEO) !   avoid analysis paralysis (how much to do you need to know

to know you know you know enough?) !   ensure what you are doing creates flexibility &

adaptability !   deliver results quickly and simply (don’t over engineer) !   communicate openly across all channels !   understand customer NEEDS and not wants (Needs of

Customer NOT Voice of Customer) !   put the customer at the centre of everything you do !   reframe the world from the Outside-In (lego)

!      

so your opening moves could be….        

!   Identify the interactions you have with your customer

!  Note whether these are Moments of Magic or Moments of Misery

!   Identify actions that would eliminate the Moments of Misery

www.stevetowers.com                                                            www.bpgroup.org                            www.cer0fiedprocessprofessional.com                                            www.towersassociates.com                                            www.oibpm.com                                        www.cemmethod.com                                    www.cxra0ng.com      

Reiki  NLP  

Hypnosis      

Industrial  Engineering  O&M  Systems  Ops  Research  Outside-­‐In      

STEVE TOWERS AUTHOR, COACH, CONSULTANT & MENTOR

Business Card >

Thank you!

Keynote Steve Towers

@stowers

Transforming business in Asia using an integrated approach