Interview with John F. Macdonald, GBS Service Design, GBS Process & Solution Design, TNT
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Lorenza Schiaffion-Asser, Conference Director Spoke With John F. Macdonald, Head of GBS Service Design, GBS Process & Solution Design, TNT Lorenza: What are the top 3 biggest challenges and/or opportunities you see in the BPM space? John: Understanding what drives customer engagement and loyalty is key for BPM practitioners. Future customer behaviour (buying intentions) is now driven more by the everyday experiences (touch points) , and less and less by brands, products or services (keeping your promise to deliver an outcome is a hygiene factor). The simple acquiring of a customers is a good start, however, it cannot be assumed that they will conveniently (neat and simple linear progression logic) then proceed to consume more of the product offering over a life cycle. Customers now browse the web to obtain more and more information (experiences) to better equip them to make purchase decisions. Therefore how your customers acquire knowledge and make evaluations that lead to decisions are key areas to apply a focus. What drives loyalty in this digital age is the execution of perfect transactions before, during and after the sale / order / booking. BPM"ers must help their organisation identify what matters most to their customers and deliver an end to end customer experience that adds value at every interaction ("make it very difficult not to say ... yes"). Lorenza: What is/are the main BPM innovation project(s) you’re currently leading to benefit your business? John: TNT currently have various strategic initiatives on the go to that requires the BPM team to directly help transform the organisation's capabilities. One of these is to leverage our Shared Service Centres capabilities. The key objective of this initiative is to support our operational units in reducing their administrative costs (efficiency) by consolidating repeatable transactional activities into a multi- function/multi-country shared service centre. This will deliver a significant saving to the “Understanding what drives customer engagement & loyalty is key for BPM practitioners.” John F. Macdonald Head of GBS Service Design TNT
Transcript of Interview with John F. Macdonald, GBS Service Design, GBS Process & Solution Design, TNT
Lorenza Schiaffion-Asser, Conference Director Spoke With John F. Macdonald, Head of GBS Service Design, GBS Process & Solution Design, TNT
Lorenza: What are the top 3 biggest challenges and/or opportunities you see in the BPM space? John: Understanding what drives customer engagement and loyalty is key for BPM practitioners. Future customer behaviour (buying intentions) is
now driven more by the everyday experiences (touch points) , and less and less by
brands, products or services (keeping your promise to deliver an outcome is a hygiene factor). The simple acquiring of a customers is a good start, however, it cannot be assumed that they will conveniently (neat and simple linear progression
logic) then proceed to consume more of the product offering over a life cycle.
Customers now browse the web to obtain more and more information (experiences) to
better equip them to make purchase decisions. Therefore how your customers acquire knowledge and make evaluations that lead to
decisions are key areas to apply a focus. What drives loyalty in this digital age is the execution of perfect transactions before, during and after the sale / order / booking. BPM"ers must help their organisation identify what matters most to their customers and deliver an end to end customer experience that adds value at every interaction ("make it very difficult not to say ... yes"). Lorenza: What is/are the main BPM innovation project(s) you’re currently leading to benefit your business?
John: TNT currently have various strategic initiatives on the go to that requires the BPM team to directly help transform the organisation's capabilities. One of these is to leverage our Shared Service Centres capabilities. The key objective of this initiative is to support our operational units in reducing their administrative costs (efficiency) by consolidating repeatable transactional activities into a multi-function/multi-country shared service centre. This will deliver a significant saving to the
“Understanding what drives customer engagement & loyalty is key for BPM practitioners.”
John F. Macdonald Head of GBS Service Design
TNT
Operational Units (efficiency) and will ultimately drive standardisation, continuous improvement (effectiveness) and productivity. Executing processes for the global operations in one central location (ie India) allows simplification to occur (common mechanisms deployed), allowing standardisation to be realised (one set of business rules), leading to a transformation in process performance (efficiency + effectiveness = productivity). This transformation will improve performance by leveraging our Shared Services capabilities in the areas of Order to Cash (O2C) and Purchase to Pay (P2P). The O2C improvements will be in WSO (Weekly Sales Outstanding) levels, in the P2P area the improvements will be in purchasing power by driving compliance to preferred suppliers and validating pricing terms prior to payment Lorenza: What are you looking to achieve by participating in the event John: To share my experiences and learn from my peers. Lorenza: Which specific BPM recent project/ key initiative have you led and you’re particularly proud of? John: I led a team to develop the BPM approach, model and methodologies for the global organisation. This approach has been used by the organisation as a key control and mechanism to drive all key strategic and continuous improvement initiatives resulting in significant efficiency and effectiveness gains for the organisation. The approach on a day to day basis guides and structures how the organisation redesigns
operational capabilities (resource + process) by aligning the decision making to the strategic imperatives. Hear John present and learn more about TNT’s impressive operations at the 7th Annual Business Process Management Forum on 17th November 2015, Thistle Marble Arch, London ------------------------------------------------------------------------------------------------ For speaking opportunities please contact: Lorenza Schiaffino-Asser E: [email protected] T: +442033773588 For sponsorship opportunities please contact: Ffion Thomson E: [email protected] T: +442070177415
