Steve Towers Workshop Florida January 2011

Steve Towers

CEO & Founder

BPGroup

Contact me: steve.towers@bpgroup.org

Tony Hsieh

Listen to the 15 minute interview

1. Overview

2. Workshop

3. Wrap-up

www.stevetowers.com

www.bpgroup.org

www.bp2010.com

www.towersassociates.com

www.oibpm.com

COMMUNITY • Global – 45,000

• LinkedIn – 5,750+

TRAINING

• Accreditation CPP Practitioner CPP Professional CPP Master CPP Advanced Master

• Open & In house Learning

• Online Support

BUSINESS PROCESS

PROFESSIONAL

• Support Groups

• Mentoring & Coaching

CONSULTANCY &

RESEARCH

• Articles, News

• In-house Transformation

• Keynotes, Workshops

www.bpcommunity.org

www.bp2010.com

www.bpgroup.org

www.successfulcustomeroutcomes.net

“It’s true the

questions

Are the

same…

But this

year the

answers

Are very

different”

We shouldn't keep

looking back to the

past to define the

possibilities for the

future

Copernicus - 19 February 1473 – 24 May 1543

He died 467 years ago

This is a Copernican

moment for many

businesses

Too many managers have become so

specialized that they don’t think in

terms of the company’s big picture.

Philip Kotler

Enquire about a trip

Navigate to the airport

Experiencing hospitality

Baggage transportation

Enjoying the trip Relaxing in the

hotel Returning Home

Enjoying a Coffee at Home

Customer Experience

is the Process

A new perspective.. It’s a seismic shift in focus

DISCOVERY

ASSESSMENT

REVIEW

EXECUTE

od.com

Moving from

Inside-Out

Left to Right

Pyramidal

Functional

Specialist

To…..

Thru Process

centric

towards

Outside-In

Customer

centred view

of business

PROCESS INNOVATION

PERFORMANCE MANAGEMENT

TECHNOLOGY IMPLEMENTATION

PROGRAMME INTEGRATION

LEADERSHIP

STRATEGY

Understand & Develop

Successful Customer Outcomes

Create Process Activity

PROCESS DIAGNOSTICS

Identify Moments of

PROCESS DIAGNOSTICS

Identify Breakpoints

PROCESS DIAGNOSTICS

Identify Business

Perform Risk

Assessment

Develop Action Plan

Manage Delivery

Element Always Discretionary Levels

Process Activity Map (PAM) Y 1-2-3-4

Process Diagnostics Y 1-2-3-4

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 Y 4-5

Hands-on Exercise

ASSESSMENT

REVIEW

EXECUTE

od.com

Transforming to Outside-In

Process - the Beginning and

the End

Where does the process start and finish?

The Successful Customer

Outcome

What is it and how can it reshape our

processes and our business?

Process Points of Failure

Moments of Truth | Breakpoints | Rules

What and Where are they?

What business are you (really)

Can you deliver compelling 21st processes?

the End

Outcome

Where does your process start and finish?

Questions in an Outside-In world

Enquire about a trip

Navigate to the airport

Experiencing hospitality

Baggage transportation

Enjoying the trip Relaxing in the

hotel Returning Home

Enjoying a Coffee at Home

Customer Experience

is the Process

A new perspective.. It’s a seismic shift in focus

the End

Outcome

If I had asked them what they wanted they would have said faster horses Henry Ford the Model T

Understand & Develop Successful Customer Outcomes

Layer 1:

Who is the

Customer?

Layer 2:

What is the

Customers

current

Expectation?

Layer 3: What is the

process the customer

thinks they are involved

Layer 4:

How does

We do impact

Customer

Success?

Layer 5:

The Successful

Customer

Outcome – what

does the

customer really

need from us?

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.

CRAFTING THE

SUCCESSFUL CUSTOMER OUTCOME

Understanding the real Customer Need

The One liner

One line

statement that

explains the

actual SCO

Successful Customer Outcome

Student

What is the

Customers current

expectation?

There will be problems,

but I should eventually

get my financial aid

I must go through the

financial aid process to

get Aid

Getting an education

Building a Successful

career

Earning a degree

What is the process the

customer thinks they are

involved with?

Who is my

Customer?

Determine if a student can

graduate

afford the class

Determine when a student

can register

How does what we

do impact Customer

Success? I need to receive my financial

assistance

I need to receive aid before the

semester starts

I need to attend the classes I have

chosen

I do not want to call to chase progress

I need to receive the correct amount

I do not want to have to fix your

mistakes

The SCO -

what does

the customer

REALLY need

from us?

THESE THINGS ARE MEASUREABLE

THESE THINGS ARE PERSONAL

THESE THINGS ARE OUTSIDE-IN

The Successful Customer Outcome

Student

What is the

Customers

current

expectation?

What is the process

the customer thinks

they are involved

Who is my

Customer?

How does what we

do impact

Customer

Success?

The SCO -

what does

the customer

REALLY

want from

EDUCATION LOAN APPLICATION

Who is My Customer?

We must be careful here. What we are trying to do is identify the category of people who are likely to be our customer, and who we want to be our customer.

This could be “people wishing to take classes” or “people desiring an education” but…

“students” is a very good answer because it defines that group of people who are most likely to be consumers of the “financial aid process.”

Student

What is the

Customers

current

expectation? There will be problems,

get Aid

What is the process

the customer thinks

they are involved

Who is my

Customer? How does what

we do impact

Customer

Success?

The SCO -

what does

customer

REALLY

want from

Student

What is the

Customers current

expectation?

There will be problems,

get Aid

career

Earning a degree

customer thinks they are

involved with?

Who is my

Customer?

EDUCATION LOAN APPLICATION

What is te process the Customer thinks they are involved with?

Building a successful career

Earning a degree

This is a major step beyond traditional process management techniques.

This part of SCO Mind Mapping moves us towards the “outside-in” perspective where we can uncover how the process really effects the customer.

Student

What is the

Customers

current

get Aid

career

Earning a degree

What is the process

the customer thinks

they are involved with?

Who is my

Customer?

graduate

afford the class

can register

How does what we

do impact

Customer

Success?

Student

What is the

Customers

current

get Aid

career

Earning a degree

customer thinks they

are involved with?

Who is my

Customer?

graduate

afford the class

can register

How does what we

do impact

Customer

Success? I need to receive my financial

assistance

I need to receive aid before the

semester starts

I need to attend the classes I have

chosen

I do not want to call to chase

progress

I need to receive the correct amount

I do not want to have to fix your

mistakes

The SCO -

what does

the customer

REALLY

need from

THESE THINGS ARE MEASUREABLE

THESE THINGS ARE PERSONAL

THESE THINGS ARE OUTSIDE-IN

Define the Successful Customer Outcomes Map

Layer 1:

Who is the

Customer?

Layer 2:

What is the

Customers current

Expectation?

Layer 3: What is the process

the customer thinks they are

involved with?

Layer 4:

How does what

We do impact

Customer

Success?

Layer 5:

The Successful

Customer

Outcome – what does

the customer really

need from us?

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.

CRAFTING THE

SUCCESSFUL CUSTOMER OUTCOME

Understanding the real Customer Need

The One liner SCO:

One line statement

that explains the

actual SCO

the End

Outcome

Moments of Truth

Power-book

Original iPod

MAC OSX

Cinema Displays

iPod Shuffle

Nike & iPod

MacBook Air

iPod Classic

iPhone 3GS

07 02 05 06 03 04 01 00 08 09

iPhone?

Moments of Truth

Jan Carlzon

"We have 50,000 moments of truth

every day.“

President, SAS

MOT MOT

MOT MOT MOT

Any interaction with the CUSTOMER

MOMENT OF TRUTH

MOT MOT

MOT MOT MOT

And every

MOMENT OF TRUTH Ripples and reverberates through the organisation

MOT MOT

MOT MOT MOT

MOMENTS OF TRUTH Create complexity, cost, wastefulness and failure

MOT MOT

MOT THE CAUSE OF WORK

THE EFFECT

Moments of Truth

Moments of Truth – they’re everywhere

Moments of Truth

permeate our lives

in every product

and service

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

the End

Outcome

What business are you really in?

What Business Are you in?

Roundtable....

Well-Being

Lifestyle management

Moving people

Fixing people

Gratification

Expression

Always-On

Questions in an Outside-In world

Where does your process start and finish?

the End

Outcome

ASSESSMENT

REVIEW

EXECUTE

od.com

Any sufficiently

advanced

technology is

indistinguishable

from magic.

Arthur C. Clarke

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.

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.

But I’m just a manager IT is not my department …

PROCESS INNOVATION

PERFORMANCE MANAGEMENT

TECHNOLOGY IMPLEMENTATION

PROGRAMME INTEGRATION

LEADERSHIP

STRATEGY

Understand & Develop

Create Process Activity

PROCESS DIAGNOSTICS

Identify Moments of

PROCESS DIAGNOSTICS

Identify Breakpoints

PROCESS DIAGNOSTICS

Identify Business

Perform Risk

Assessment

Develop Action Plan

Manage Delivery

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.

नमसत

afscheid

Totsiens

Bedankt

Terima Kasih

Gracias Kiitos

Thank You

Grazie

Bedankt

Obrigado

Vielen Dank

再見 작별 인사

tam biêt

до свидания αντίο

Auf Wiedersehen

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

Questions?

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

Steve Towers

CEO & Founder

BPGroup

Contact me: steve.towers@bpgroup.org

Steve Towers Workshop Florida January 2011

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