2.45-5.45 Thursday-Friday 19/20 Jan – CPP 1&2

Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.

“It’s true the questions Are the same…

But this year the answers Are very different

www.stevetowers.com www.bpgroup.org www.cityprocessmanagement.com www.towersassociates.com www.oibpm.com

www.bpgroup.org

The Philosophy. The People. The

Practice. The organizations.

The Delivery.

The Philosophy

We have inherited an industrial legacy

What shape are our organisations in?

The Pyramid

CEO

Marketing Sales Customer

Service Operations Finance

Our organisations all look the same...

CEO

Marketing Sales Customer

Service Operations Finance

Processes wend and meander their way around these

rigid structures...

CEO

Marketing Sales Customer

Service Operations Finance

And hey ho – we nearly forgot the customer!

Now where do they go?

CEO

Marketing Sales Customer

Service Operations Finance

In other words... Everything looks like a Scottish pin factory!

And the way we describe everything can be just as inside-out…

What’s

Missing?

The People

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

“A Global tipping point”

Source: Fanzine

The upcoming transformation of our society

presents one of the greatest business

opportunities of the next 100 years.

This will require patience as well as

perseverance; to anticipate what’s next and

plan for that situation as well as taking

advantage of what’s immediately before

you.

.

Our efforts in this field are part of our

strategy for this future. What’s yours?

The

Customer

Experience

Is the Process

“…..rather than ask what are we good at

and what else can we do with that skill, you

ask who are our customers? What do they

need? And then you say we are going to

give that to them regardless of whether we

have the skills to do so..”

If I had

asked them

what they

wanted

they would

have said

faster horses

“Outside-in is

a powerful

idea”

The Academics are going

Outside-In too …

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The Organizations

The Practice

DISCOVERY

ASSESSMENT

REVIEW

EXECUTE

The Delivery

Turbo charge you business with

Successful Customer Outcomes

The rules of the game have changed.

In fact it is bigger than that.

The game has changed forever.

Make every customer interaction

a profitable one with Moments of

Truth

All work is ultimately caused by the

customer interaction. Fix the Cause not

the effect.

Guide and Help with appropriate

Business Rules

ALL the decisions we make in the

business should be aligned with the SCO

Reduce complexity and win the

Triple Crown +

Outside-In Reduces Costs. Enhances

Service. Grows Revenues & Achieves

Compliance.

ALL at the same time!

Watch the Gap (and eradicate it)

Destroying the divide between the

business and IT once and for all

Innovation. Use process change

to deliver Success Outcomes.

Innovation isn’t a dark art. It is

achievable by anyone who understands

the Successful Outcome.

Outside-In The Secret…

what is it?

The needs of the

Customer have changed

forever

Enlightened

Customer

Choice

Customer

Promiscuity

Customer

Rebellion!

Customer

Expectations

Multiple

Channels

Prosumer

(Customer

Sophistication)

Inspiration: Udayan Banerjee CTO, NIIT Technology (India)

Choice:

We now have a bewildering array

in almost every product and service.

Enlightened Customer

Choice

Promiscuity

Groundswell

Expectations

Multiple Channels

Prosumer

Source: Fanzine

The Promiscuous Customer:

I will go with anyone I choose

on my terms

Enlightened Customer

Choice

Promiscuity

Groundswell

Expectations

Multiple Channels

Prosumer

Source: BigStock

Rebellion – Groundswell:

Customers – we don’t

take **it anymore Enlightened

Customer

Choice

Promiscuity

Groundswell

Expectations

Multiple Channels

Prosumer

Source: iStockphoto

Enlightened Customer

Choice

Promiscuity

Groundswell

Expectations

Multiple Channels

Prosumer

Groundswell:

Customers – we don’t

take **it anymore

Enlightened Customer

Choice

Promiscuity

Groundswell

Expectations

Multiple Channels

Prosumer

Expectations:

Customers – less of the sizzle,

more of the meat

Enlightened Customer

Choice

Promiscuity

Groundswell

Expectations

Multiple Channels

Prosumer

Expectations:

Say High – Do High, or else

Enlightened Customer

Choice

Promiscuity

Groundswell

Expectations

Multiple Channels

Prosumer

Multi-channels:

I want it my way when I say

Source: Fanzine

Enlightened Customer

Choice

Promiscuity

Groundswell

Expectations

Multiple Channels

Prosumer

Prosumer:

The Customer Experience is

the Process

Source: Fanzine

Everything has changed..

Except how we do process

and organise ourselves!

DISCOVERY

ASSESSMENT

REVIEW

EXECUTE

The Causes of Work

Break Points

Business Rules

MOT

BR

Performance, Agility & Quality

are driven by...

Moments of Truth

BP

BR

Jan Carlzon

"We have 50,000 moments of truth every day.“

President, SAS

MOT

MOT MOT

MOT MOT

MOT MOT MOT

Any interaction with the CUSTOMER

is a

MOMENT OF TRUTH

MOT

MOT MOT

MOT MOT

MOT MOT MOT

And every

MOMENT OF TRUTH Ripples and reverberates through the organisation

MOT

MOT MOT

MOT MOT

MOT MOT MOT

and

MOMENTS OF TRUTH

Create complexity, cost, wastefulness and failure

MOT

MOT MOT

MOT

MOT

MOT MOT

MOT

THE CAUSE OF WORK

THE EFFECT

Moments of Truth – they’re everywhere

Moments

of Truth

permeate

our lives in

every

product

and service

It’s all about Customer Experience

and the Moment of Truth.

Remove or Improve! Steve Jobs

For Every process

that deserves to

exist there is an

optimum number of

Moments of Truth to

achieve a

Successful Outcome

What are Breakpoints (BP)?

1) Breakpoints are a Process Diagnostic

2) Any internal interaction is a Breakpoint

3) Any place that a hand-off occurs in the process is a Breakpoint

4) Breakpoints can be person to person, person to system, system to

person or system to system

5) Breakpoints are both process Points of Failure and Causes of Work

Breakpoints

Business Rules

If you are planning to visit the UK and happen to come from one of the many countries that drive on the wrong side of the road, the following advice, direct from the Department of Transport, is for you: “Visitors are informed that in the United Kingdom traffic drives on the left-hand side of the road. In the interests of safety, you are advised to practise this in your country of origin for a week or two before driving in the UK.”

There are a whole bunch of dumb rules..

Business Rules

What are Business Rules (BR)?

1) Business Rules are points within a process where decisions are made

2) Some Business Rules are obvious while others must be “found”

3) Business Rules can be operational, strategic or regulatory and they

can be system-based or manual

4) Business Rules control the “behavior” of the process and shape the

“experience” of those who touch it

5) Business Rules are highly prone to obsolescence

6) We must find and make explicit the Business Rules in the process

Examples – Transportation , Insurance

The Causes of Work

Break Points

Business Rules

Performance, Agility & Quality

are driven by...

Moments of Truth

BR

PAM with Process diagnostics

Points of Failure documentation

BR

Capture the Moments of Truth

Capture the Breakpoints

Document the Business Rules

Points of Failure -

Scores on the Doors

BR

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5 70 200 800

2.45-5.45 Thursday-Friday 16/17 Jan – CPP 1&2

Monday-Friday 23 thru 27 Jan – CPP 1-5 inc.