You will never think of process in the same way again™

Certified Process Professional

If you enjoy this presentation signup for the next cpp masters (5 days) in:

sydney 13th CPP Masters w/c 27 october

https://sydneymasters2014.eventbrite.com

brisbane 10th CPP MASTERS w/c 3 November https://brisbanemasters2014.eventbrite.com

Who’s eating your lunch?

brands that customers

trust

other banks

major global brands

trusted sources of guidance

agile retailers

other financial companies

new startups

What can we do?

Understanding the value proposition of Business

Process Management and demonstrating the

business value to process owners

Understanding the value proposition of Business Process Management and demonstrating the business value to process owners

Understanding the value proposition of Business Process Management and demonstrating the business value to process owners

@STOWERS #PEXcpp #cx

#certifiedprocessprofessional

@jdodkins

THIS ISN’T ROCKET SCIENCE

Understanding the value proposition of BPM

Using BPM to align organisation’s business processes with customer needs

Building the business case - assessing the requirements to successfully implement a BPM approach

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what we need is organisation & methods

www.flickr.com

/photos/mwichary/2356663850/  

CEO

Marketing

Sales Customer Service Operations Finance

six honest serving men

WHO WHAT WHERE WHY WHEN HOW

TOGAF ZACHMAN ITIL ETOM BPMS SSADM AGILE

we have got to make management scientific

the process must move to the workers

everything can be connected

WWW

ITS BPM JIM BUT NOT AS WE KNOW IT

“THERE’S FOUR SPIECIES HERE,

BUT STRANGELY THEY ALL BELIEVE

IN THE SAME THING"

Understanding the value proposition of BPM

•  Adam Smith

•  Rudyard Kipling

•  Frederick Winslow Taylor

•  Henry Ford

•  Tim Berners-Lee

•  Doctor McCoy – “its BPM Jim but not as we know it”

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BPM has four flavours – what’s yours?

²  BPM to redesign the organisation

²  BPM to automate the organisation

²  bpm to redesign then automate the organisation ²  BPM to reframe the customer experience

Ups, Downs and Sideways

•  If you automate a mess you end up with a….

Ups, Downs and Sideways

•  If you automate a mess you end up with a….

•  If what you are doing is dumb making that more efficient is dumber

Ups, Downs and Sideways

•  If you automate a mess you end up with a….

•  If what you are doing is dumb making that more efficient is dumber

•  fossilizing the dumb stuff into a big erp is really the dumbest of all

Ups, Downs and Sideways

•  If you automate a mess you end up with a….

•  If what you are doing is dumb making that more efficient is dumber

•  fossilizing the dumb stuff into a big erp is really the dumbest of all

•  Aligning what you are doing to deliver Successful Customer Outcomes (makes a lot more sense)

“Outside-in is a powerful idea”

Jack Welch

Ups, Downs and Sideways

•  If you automate a mess you end up with a….

•  If what you are doing is dumb making that more efficient is dumber

•  fossilizing the dumb stuff into a big erp is really the dumbest of all

•  Aligning what you are doing to deliver Successful Customer Outcomes (makes a lot more sense)

the process performance landscape

BPM Wins the Triple Crown

•  Simultaneously Reduce costs, Grow revenues and

Enhance service

•  Show me the money!

•  A few achievers and their stories

A few achievers of note

WWW.BPGROUP.ORG

Building the business case - assessing the requirements to successfully implement a BPM approach •  Start where you are

•  Create advocacy through local success

•  Get your folks up to speed (tools, techniques and language)

•  Grow out the programme – example

Using BPM to align organisation’s business processes with customer needs •  Understand the needs

•  Identify what you are doing to deliver those needs

•  Align everything to achieve those needs

•  Manage expectations and the customer experience

IT IS NEEDS OF CUSTOMER NOT VOICE OF CUSTOMER

Using BPM to align organisation’s business processes with customer needs

• Understand the needs •  Identify what you are doing to deliver those needs

•  Align everything to achieve those needs

•  Manage expectations and the customer experience

the process performance landscape (how to)

successful Customer outcome Focused BPM

More and

better skilled

staff

Invest in staff

& facilities

Patient Superior Patient

Exp.

Faster & more successful delivery

Free up time & resources

Superior Triple Crown Results

Increase in

patients treated

Understand the Successful Customer Outcome

create the process to

support the sco

roll out the process

lower costs better service

improved revenue

focus on the sco and everything else follows - example

summary - moving from industrial age thinking

summary - to outside-in thinking & practice

Building the business case - assessing the requirements to successfully implement a BPM approach •  Start where you are

•  Create advocacy through local success

•  Get your folks up to speed (tools, techniques and language)

•  Grow out the programme

Acknowledgements

flikr istockphoto bigstock logo’s used with permission video’s used with permission all © acknowledged

TAKK شكرا:

Understanding the value proposition of Business

Process Management and demonstrating the

business value to process owners

Understanding the value proposition of Business Process Management and demonstrating the business value to process owners

You will never think of process in the same way again™

Certified Process Professional

If you enjoy this presentation signup for the next cpp masters (5 days) in:

sydney 13th CPP Masters w/c 27 october

https://sydneymasters2014.eventbrite.com

brisbane 10th CPP MASTERS w/c 3 November https://brisbanemasters2014.eventbrite.com