Association of Business Process Management: Chicago Chapter Meeting

Selling Process Thinking

August 10th 2012

2

3 Factors

Leadership Language Learning

3

3 Factors

Leadership Language Learning

4

Leadership

Leadership Language Learning

55

Discover Lean Examples

Vision & Burning Platform

How well have you articulated your Vision?

Who shares this Vision?

What is the Burning Platform?

Can it be measured?

7

Accountability: Lean Council

Roger Hochschild – President, Chief Operating Officer

Carlos Minetti – EVP, President, Consumer Banking and Operations

Glenn Schneider – SVP, Chief Information Officer

Alfredo Osorio – SVP, Risk and Cardmember Assistance

Mark Scarborough – SVP, Customer Service and Engagement

Colleen Zambole – VP, Banking Operations

Dan Capozzi – VP, Finance, Planning and Analysis

Larisa Drake – VP, Marketing Operations

Rob Tourt – Chief Risk Management Officer, Payments

Shared Ownership of Results and Deployment Strategy

INFLUENCE is structurally enabled . . .

8

Accountability: Discover Lean Group

Discover Lean Group Mission: Discover Lean Group is the primary catalyst and thought-partner to scope and accomplish step-change Lean initiatives, embed best-in-class Lean practices, and build on Discover's process-excellence

What Our Work Looks Like: The Discover Lean Group executes and embeds a disciplined, data-driven, and well-documented approach to enhancing end-to-end operational performance led by the Voice of the Customer

9

What’s Yours?

BPM Team Mission:

What Our Work Looks Like:

TBD

TBD

10

3 Factors

Leadership Language Learning

11

3 Factors

Leadership Language Learning

12

Operating Model Components: What Do You Think?

13

SAY WHAT?

14

Is Talking To Yourself The First Sign of Madness?

Are We Talking To Ourselves Sometimes?

15

If You Want To INFLUENCE Others!

. . .Then Speak Their LANGUAGE!

Scary Process / Scary Problem

We can do something about it . . .

. . . Let’s GET STARTED

Poor Performing Processes Can Be Like Dirty Dogs……CLEAN Up Your Process Dogs Today!x

Let’s do it for our Customers

We can do something about it . . .

Let’s GET STARTED

18

Managing The Lean Way – From “I Think” to “I Know”

Practical

Graphical

Analytical

I Think

I See

I Know

My hunch and my gut

My processmaps / visuals

My data and facts

19

3 Factors

Leadership Language Learning

20

3 Factors

Leadership Language Learning

21

Learning

Concept

20%

Tools

30%

Skills

50%

22

Example: Innovation

Concept

20%

Tools

Skills

Be More Innovative!

23

Example: Process-Thinking / BPM

Concept

Tools

Skills

Use ProcessVisualization!

24

Learning

Concept

Tools

Skills

25

Learning

Skills

Thanks! I know what’s in it for me!

These SKILLS are valuable

Does this matter for my career?

Does this support advancement?

Can I use this to be a better worker?

Does my Manager care?

26

Learning

Concept

~20%

Tools

~30%

Skills

~50%

27

3 Factors

Leadership Language Learning

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Thank You!