1. 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

2. Whos eating your lunch? brands that customers trust other banks major global brands trusted sources of guidance agile retailers other financial companies new startups 3. What can we do? 4. 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 5. Understanding the value proposition of Business Process Management and demonstrating the business value to process owners 6. @STOWERS#PEXcpp #cx #certifiedprocessprofessional @jdodkins 7. THIS ISNT ROCKET SCIENCE Understanding the value proposition of BPM Using BPM to align organisations business processes with customer needs Building the business case - assessing the requirements to successfully implement a BPM approach 1 2 3 1 2 3 8. what we need is organisation & methods 9. www.ickr.com/photos/mwichary/2356663850/ CEO Marketing Sales Customer Service Operations Finance 10. six honest serving men WHO WHAT WHERE WHY WHEN HOW TOGAF ZACHMAN ITIL ETOM BPMS SSADM AGILE 11. we have got to make management scientific 12. the process must move to the workers 13. everything can be connected WWW 14. ITS BPM JIM BUT NOT AS WE KNOW IT THERES FOUR SPIECIES HERE, BUT STRANGELY THEY ALL BELIEVE IN THE SAME THING" 15. 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 1 2 3 4 5 6 16. BPM has four flavours whats yours? BPM to redesign the organisation BPM to automate the organisation bpm to redesign then automate the organisation BPM to reframe the customer experience 17. Ups, Downs and Sideways If you automate a mess you end up with a. 18. 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 19. 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 20. 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) 21. Outside-in is a powerful idea Jack Welch 22. 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 23. BPM Wins the Triple Crown Simultaneously Reduce costs, Grow revenues and Enhance service Show me the money! A few achievers and their stories 24. A few achievers of note WWW.BPGROUP.ORG 25. 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 26. Using BPM to align organisations 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 27. Using BPM to align organisations 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 28. the process performance landscape (how to) 29. successful Customer outcome Focused BPM More and better skilled staffInvest in staff& facilitiesPatientSuperiorPatientExp.Faster & moresuccessful deliveryFree uptime & resourcesSuperiorTriple CrownResultsIncrease in patientstreatedUnderstand the Successful Customer Outcome create the process to support the sco roll out the process lower costs better service improved revenue 30. focus on the sco and everything else follows - example 31. summary - moving from industrial age thinking 32. summary - to outside-in thinking & practice 33. 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 34. Acknowledgements flikr istockphoto bigstock logos used with permission videos used with permission 35. TAKK : 36. 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 37. 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