raising the bar to deliver customer success consistently
DESCRIPTION
How can we keep improving our performance when the customer keeps demanding more? For those seeking to move beyond same old same old this is one way forward.TRANSCRIPT
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
Raising the Competitive Bar and Securing Gold
#cppmaster Steve Towers
CEO & Founder
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD
ü What are we all trying to do?
ü Why are we all trying to Win Gold?
ü How we can focus ourselves to do it?
ü Who is responsible in our organisaKons for leading the effort?
ü When do we stop raising the bar?
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
COMMUNITY
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www.bpgroup.org 1992-2013
ww
w.bpgroup.org
Competent Professional Progressive
www.bpgroup.org 1992-2013
20+
BUSINESS PROCESS EXCELLENCE [email protected]
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CHALLENGES ACROSS OUR ORGANISATIONS IN THE 21ST CENTURY
IMMEDIATE AND LONG TERM SYSTEMIC CHANGE
Poli<cal Vola<lity (Mid East Far East)
Market & Price Uncertainty
Customer ShiMs and Influence
Regula<on & Government
Climate Change (Real?
Percep<on)
Digi<sa<on The whole value
chain
New Technologies
Complexity of Doing Business
Specula<on (local &
Interna<onal)
Greening of the planet
BUSINESS PROCESS EXCELLENCE [email protected]
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Raising the Bar and Winning Customer Gold
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org 6/22/12
and then I recalled CiK’s
German programme
BUSINESS PROCESS EXCELLENCE [email protected]
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Raising the Bar and Winning Customer Gold
BUSINESS PROCESS EXCELLENCE [email protected]
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Be the tallest Bird
This guy is the tallest!
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Learn a new Skill
We were born with it – it is in our nature to improve
BUSINESS PROCESS EXCELLENCE [email protected]
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BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD
ü What are we all trying to do?
ü Why are we all trying to Win Gold?
ü How we can focus ourselves to do it?
ü Who is responsible in our organisaKons for leading the effort?
ü When do we stop raising the bar?
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
Because if we are not nothing really Ma^ers as you are going
BUSINESS PROCESS EXCELLENCE [email protected]
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Process Performance Landscape 3D Realms
Daffy's Kaupthing Bank[note 22] R. H. Donnelley
Trump Entertainment Resorts
A1 Grand Prix Operations[77] Darlington F.C. Kaupthing Singer & Friedlander[note 23] RC Developments[67] Tuctuc Ltd[72]
AbitibiBowater Dawahares KB Toys Reader's Digest Association Tweeter[73] Adams Childrenswear Denver Newspaper Agency Krispy Kreme Hong Kong[56] Ritz Camera Centers U-Right[74][note 28] Air America Radio Dolcis Shoes Land of Leather[80] Rosebys Ultimate Electronics AJWright Empire Direct Landsbanki[note 24] Rotherham United F.C. USC[75] Allco Finance Group eos Airlines LDV Group Sanlu Group Value City Allied Carpets Escada Lehman Brothers[note 25] SeaFrance VeraSun Energy Aloha Airlines Extended Stay Hotels Lenox SeeqPod Vivitar Amtrak Express Parcels Fashion Bug Levitz Furniture[57] Send the Light Viyella Apex Aircraft First Quench Retailing Lillian Vernon SETA Corporation Wachovia Apex Silver Mines Fisher Athletic F.C. Linens 'n Things[58] Setanta Sports Washington Mutual Arcandor FK Lyn Luton Town F.C. SFCG Co. Waterford Wedgwood[84] ATA Airlines Fleetwood Enterprises LyondellBasell Shoe Pavilion[69] WCI Communities Australian School of Business and Technology FlyLal Madoff Investment Securities Silicon Graphics Wickes Furniture Babcock & Brown Focus DIY Magna Entertainment Corp. Silver State Helicopters Wilsons Leather Bashas' Fortunoff Malév Hungarian Airlines Silverjet WiQuest Communications BearingPoint FreshXpress Märklin Skybus Airlines Woolworths Group Bennigan's Frontier Airlines Mattress Discounters[41] Smurfit-Stone Container XL Airways UK Berkhamsted Town F.C. G.I. Joe's Megaupload Spansion Yamato Life Bidtopia Gamley's Meguro Sushi[59] Spectrum Brands Young Broadcasting Bill Heard Enterprises Glitnir[note 21] Merisant SPV GmbH Zavvi[76]
Boater's World Goody's Family Clothing Mervyns[54] SsangYong Motor Company [note 29][82] Ziff Davis Borders Group Gottschalks MFI Group Stanford Financial Group Zoom Airlines Borders UK Gretna F.C. Midway Games Station Casinos Buffets, Inc. Habitat Monaco Coach Corporation Sterling Airlines Canwest Halifax Town A.F.C. Montres Villemont[60][note 26] Steve & Barry's Central Park Media Harold's Morgan UK[61] Strathfield[83] Charter Communications Hartmarx Motorworld[62] Stylo Christian Lacroix[78] HFC Haarlem Nationwide Airlines Sun-Times Media Group
Cimber Sterling Holley Performance Products[55] Nortel Super Aguri F1[70]
Circuit City Stores note Hollywood Video Oasis Hong Kong Airlines Syms Corporation CIT Group HomeForm Group Olan Mills[65] Tai Lin Radio Service[71] Coast Air Hostess Brands Opes Prime Taylor, Bean & Whitaker Colonial Bancgroup Idearc Peanut Corporation of America The Officers Club[63][64] Comet Group IndyMac Bank Peau Vavaʻu The Sharper Image[68] Commander Communications iQon Technologies Philadelphia Media Holdings[81] THQ Countrywide Financial Jessops Photo-Optix[66][note 27] Tribune Company Crabtree & Evelyn JJB Sports PLC Pilgrim's Pride Tronox
Journal Register Company Qimonda Tropicana Entertainment Karmann[79]
Companies gone bust T/O >$10M a month
last 4 years source:wikipedia
and you may be joining these guys
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
It’s only magic if you do not know the trick!
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD
ü What are we all trying to do?
ü Why are we all trying to Win Gold?
ü How we can focus ourselves to do it?
ü Who is responsible in our organisaKons for leading the effort?
ü When do we stop raising the bar?
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
Focus on the hard and Tangible – that is simultaneously
REDUCING COSTS
GROWING REVENUE
IMPROVING CUSTOMER SERVICE
BUSINESS PROCESS EXCELLENCE [email protected]
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Is everything you are doing aligned with that Successful Customer Outcome?
What is the Outcome you are trying to Achieve?
What does the Customer Really Need?
BUSINESS PROCESS EXCELLENCE [email protected]
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It is about what Customers need, What are their expectations, and how can we build our processes and systems to meet the challenge?
Are you delivering wants or NEEDS?
wants NEEDS
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If I had asked them what they wanted they would have
said faster horses
Henry Ford the Model T
BUSINESS PROCESS EXCELLENCE [email protected]
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making BPM part of your strategic plan [email protected]
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KEYNOTE
Process Performance Landscape What do these seniors NEED? (not want)
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High Performance organisaKons harness the ability to connect the dots From the front line to the board room.
DemonstraKng how every
single acKvity contributes to the Strategy
of the Business
Crafing Successful Customer Outcomes
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD
ü What are we all trying to do?
ü Why are we all trying to Win Gold?
ü How we can focus ourselves to do it?
ü Who is responsible in our organisaKons for leading the effort?
ü When do we stop raising the bar?
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org 6/22/12
Who is responsible for leading the Effort?
ALL OF US!
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org 6/22/12
making BPM part of your strategic plan [email protected]
www.bpgroup.org
KEYNOTE
Process Performance Landscape Each one of us is involved – from the lunch room to the board
room
BUSINESS PROCESS EXCELLENCE [email protected]
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CEMMethod® SCO MAPPING REVEALING THE SUCCESSFUL CUSTOMER OUTCOME
The starting point will be determined by the nature of the challenge. It is however essential that a clear and objective understanding of customer needs is articulated. This specifically involves NEEDS of customer And goes way beyond traditional voice of customer insights.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS
Iden<fy Moments of
Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD
ü What are we all trying to do?
ü Why are we all trying to Win Gold?
ü How we can focus ourselves to do it?
ü Who is responsible in our organisaKons for leading the effort?
ü When do we stop raising the bar?
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
You can’t stop change – you must embrace it, get good at it, and do be^er
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
Process Performance Landscape
We have to keep raising the bar to deliver customer success
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
Process Performance Landscape
GROW REVENUES
REDUCE COSTS
ENHANCE SERVICE
Understanding the real needs of Customers -‐ wins everyKme
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
BUSINESS PROCESS EXCELLENCE RAISING THE COMPETITIVE BAR AND WINNING GOLD
ü What are we all trying to do?
ü Why are we all trying to Win Gold?
ü How we can focus ourselves to do it?
ü Who is responsible in our organisaKons for leading the effort?
ü When do we stop raising the bar?
Thank you! and I promised you some freebies…
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
Free Download of the CEMMethod™? Free copies of the books Outside-‐In (The Secret) and the High Performance OrganizaKon? Videos (5) featuring Outside-‐In tools used by the HPO’s Invites to the next training sessions here in Sydney and Brisbane (this month!) – bring three, pay for two! (Now 25,000 CerKfied Process Professionals) BRISBANE – 1 day and 5 day opKons – (next week!) CPP Master© July 29-‐Aug 2 SYDNEY – 1 day and 5 day opKons – CPP Master© August 5-‐9
Business card if you would like
BUSINESS PROCESS EXCELLENCE [email protected]
www.bpgroup.org
Raising the Competitive Bar and Securing Gold
#cppmaster Steve Towers
CEO & Founder