www.stevetowers.com www.bp2010.com www.towersassociates.com Outside-In: The Secret of the leading 21 st Century Comp • Outside-In v. Inside-Out Process Managemen • Building the next generation of Process • Assessing different strategies for creatin Successful Customer Outcomes • How each and every person can contribute t Customer Success A few slides talking about who we are, what we do and how we do it Regards, Steve Towers
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
www.stevetowers.comwww.bp2010.com
www.towersassociates.comOutside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management• Building the next generation of Process • Assessing different strategies for creating
Successful Customer Outcomes• How each and every person can contribute to
Customer Success
A few slides talking about who we are, what we do and how we do itRegards, Steve Towers
www.stevetowers.com www.bpgroup.org www.bp2010.com www.towersassociates.com www.oibpm.com
ReikiNLP
Hypnosis
IndustrialEngineeringO&M
SystemsOps ResearchOutside-In
Originally an Industrial Engineer worked in
Operations, Marketing & Systems from the front line to the ‘C’ Level.Also a qualified Master Hypnotist, HypnotherapistNLP Practitioner and Reiki Master.
I have worked on a long term basis with many
leading companies over the last decade..Written several books..
COMMUNITY• Global – 40,000• LinkedIn – 4,000+
TRAINING
• Certification (7 Levels)
• Open & In house Learning
• Online Support
BUSINESS PROCESS PROFESSIONAL
• Support Groups• Mentoring &
Coaching
INFORMATION&
RESEARCH
• Articles, News• Discussion• Conferences &
Seminars
www.bpcommunity.org
www.bp2010.com
www.bpgroup.org
www.successfuloutcomes.blogspot.com
The BP Group was
formed as a not-for-profit
business club in 1992.
Members grow their
knowledge, exchange
best practice and gain
qualifications in
improving organisation
performance.
Members belong to
organisations in the
private and public sector
all around the world.
The common theme is
process excellence and
performance
improvement and of
course that effects
everyone.
Understand & Develop
SuccessfulCustomerOutcomes
CreateProcessActivity
List
PROCESS DIAGNOSTICS
IdentifyMoments of Truth
PROCESS DIAGNOSTICS
IdentifyBreakpoints
PROCESS DIAGNOSTICS
IdentifyBusiness
Rules
PerformRisk
Assessment
DevelopAction
Plan
ManageDelivery
In the last decade the Group (with 40+ Associates) has
pioneered ‘Outside-In’ thinking and methods
derived from the work of leading corporations.
10IdentifyTarget
Customer
TargetCustomer Identified
20Define
CustomerExpectations and/or Values
CustomerExpectations and/or Values
Defined
30Define
Current Customer Processes
Current Customer Processes
Defined
40IdentifyInternal
Customer Impacts
InternalCustomer Impacts
Identified
50Identify
Customer Needs
Customer Needs
Identified
DateProcess Owner Version
Successful Customer Outcomes (SCOs) Definition
10(If revisions or additions)
20(If revisions or additions)
30(If revisions or additions)
40(If revisions or additions)
50(If revisions or additions)
60Assess
Successful Customer Outcomes
Completion
SCO Completion Assessed
70Draft
SuccessfulCustomerOutcomes’ Definition
SCO Definition
Drafted
COMPLETED SCO:
· Target product, service or interaction· The SCO (5 dimensions)· What we will DO (our brand’s
promise)?· How will we measure success?
See BPGroup’s SCO ToolKit.
The CEMMethodTM operates at all levels
from Strategy through to operational delivery. It helps move people to
viewing business from the customer perspective – hence ‘Outside-In’
WorkshopDay 1
WorkshopDay 2
WorkshopWrap-up
The Outside-In Lens
1 2 3 4 5
Reconnaissance
Meet the Generalsand the troops
Review the territory
Implementation
The support we provide revolves around skills
transfer – building the internal folks to a level of understanding and
capability that you can do this stuff for yourself.
And creating SCO’s is a logical imperative
The ProcessPerformanceLandscape
Conceptually the ideas
are simple to grasp at
every level.
Everything we do in our
organisations should
explicitly contribute to
Successful Customer
Outcomes.
SUCCESSFUL CUSTOMER OUTCOMES
CUSTOMER OUTCOMES
OUTCOMES
OUTPUTS
ACTIVITIES
TASKS
Process Performance
Landscape
T T T T T T TT T T T T T T T T T T T T T T T T T T T T T T T T T T T
A A A A A A A AA A A A A A A A A A AA A A A
O O O O O OO
Oc Oc Oc
CO CO
SCO
Customer
In fact it should be straight forward and simple. Collectively organisations have just made products and services overly complicated (and expensive). That is a legacy from the industrial age.
The Outside-In thinking and practice the BP Group encourage allows people to take a different and refreshing perspective on work.
CPP Level Objective Attainment Designation
7
Leadership Master CPP Champion
6
Strategy Master CPP Master
5 Integrate Master CPP 5
4 Perform Professional CPP 4
3 innovate Professional CPP 3
2 Align Professional CPP 2
1 Optimise Practitioner CPP 1 CEMM Engineer Engineer CEMM (E)
Community Everyone ü ü
Business Analyst ü ü ü ü Process Managers ü ü ü ü ü
Technologists ü ü ü ü ü Senior Managers ü ü ü ü ü ü
Leaders ü ü ü ü ü ü ü
Certifcation Notes:InClass Assessment ü ü ü ü ü ü ü One Day
Testing ü ü ü Online – within 6 months of class
Case Studies ü ü ü Two required – may be historic
Client Interview ü ü ü By agreementPeer Review ü ü By agreement
Experience ü ü ü ü üProven qualification, time in post
Ongoing Notes:
Certification Renewal ü ü ü ü ü ü üWebinars, Approved Conferences, Projects
Experience ü ü ü ü üProven qualification, time in post
Business Process Professional pathwayLeading to the Certified Process Professional (CPP)Open and in-house formats on a global basisDelivered through the BP Group Associate network.For the latest programme visit www.bp2010.com
© MMX BP Group The BP Group, Mayfair House, 14-18 Heddon Street, Mayfair, London W1B 4DA UK | The BP Group,10685-B Hazelhurst Dr. 8602, Houston, TX 77043 US
The BP Group
compliments its ‘hands-
on’ approach with levels
of training directed
towards different needs.
www.stevetowers.comwww.bp2010.com
www.towersassociates.comOutside-In: The Secret of the leading 21st Century Companies
• Outside-In v. Inside-Out Process Management• Building the next generation of Process • Assessing different strategies for creating
Successful Customer Outcomes• How each and every person can contribute to
Customer Success
I hope these few slides have helped – here’s my personal number if you would like more info – +44 203 286 4248 Thanks for your time, Steve
COMMUNITY• Global – 40,000• LinkedIn – 4,000+
TRAINING
• Certification (7 Levels)
• Open & In house Learning
• Online Support
BUSINESS PROCESS PROFESSIONAL
• Support Groups• Mentoring &
Coaching
INFORMATION&
RESEARCH
• Articles, News• Discussion• Conferences &
Seminars
www.bpcommunity.org
www.bp2010.com
www.bpgroup.org
www.successfuloutcomes.blogspot.com
The BP Group was
formed as a not-for-profit
business club in 1992.
Members grow their
knowledge, exchange
best practice and gain
qualifications in
improving organisation
performance.
Related Documents
