Raising the Bar to deliver customer success consistently

BUSINESS PROCESS EXCELLENCE
steve.towers@bpgroup.org
www.bpgroup.org
Raising
the
Competitive
Bar

and
Securing
Gold

#cppmaster

Steve
Towers

CEO
&
Founder

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?

www.bpgroup.org
COMMUNITY

•  Global
–
85,000
members

•  LinkedIn
–
11,000+

•  CerKﬁed
Process

Professional
26,000+

TRAINING

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Professional

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Master

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Champion

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&
INHOUSE

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Support

SKILLS
TRANSFER

&

CAPABILITY

• Support
Groups

• Mentoring
&
Coaching

CONSULTANCY

&

RESEARCH

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News

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•  Conferences
&
Seminars

www.bpgroup.org
1992-2013
www.bpgroup.org
Competent

Professional

Progressive

www.bpgroup.org
1992-2013
20+

www.bpgroup.org
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

www.bpgroup.org
Raising
the
Bar

and
Winning

Customer
Gold

www.bpgroup.org
6/22/12
OMG!

www.bpgroup.org
6/22/12
and
then
I

recalled
CiK’s

German

programme

www.bpgroup.org
Playing
a

Game

www.bpgroup.org
Pushing

the
Pieces

www.bpgroup.org
Be
the

tallest

Bird

This guy is
the tallest!

www.bpgroup.org
CreaKng
a

Best
seller

www.bpgroup.org
Become

the

pre]est

Camel

www.bpgroup.org
Go
out
on

a
limb
to

Win

www.bpgroup.org
Capturing

the
Sun

www.bpgroup.org
Discovering

something

New

www.bpgroup.org
Lead
the

ﬁeld
and

stay
on

Top

www.bpgroup.org
Learn
a

new
Skill

We
were
born

with
it
–
it
is
in

our
nature
to

improve

www.bpgroup.org
Because
if
we

are
not

nothing

really

Ma^ers

as
you
are

going

www.bpgroup.org
Process Performance Landscape3D 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]
ATAAirlines 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 monthlast 4 years source:wikipedia
and
you
may

be
joining

these
guys

www.bpgroup.org
and
these…

www.bpgroup.org
or
would
you

rather
achieve

‘magic’?

www.bpgroup.org

It’s
only
magic
if
you

do
not
know
the
trick!

www.bpgroup.org
So
how
do
we
make

the
right
moves?

www.bpgroup.org
Focus
on
the
hard

and
Tangible

–
that
is

simultaneously

REDUCING
COSTS
GROWING
REVENUE
IMPROVING
CUSTOMER
SERVICE

www.bpgroup.org
Also
Kme
is

against
us

www.bpgroup.org
How
are
you

going
to
do
it?

www.bpgroup.org
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?

www.bpgroup.org

www.bpgroup.org
Are
you

delivering
wants

or
NEEDS?

wants
NEEDS

www.bpgroup.org
What time is
The 3 o’clock
parade?

www.bpgroup.org
If
I
had
asked
them

what
they
wanted

they
would
have

said

faster
horses

Henry
Ford

the
Model
T

www.bpgroup.org
6/22/12
making BPM part of your strategic plan
www.bpgroup.org
KEYNOTE
Process Performance Landscape
What
do
these

seniors
NEED?

(not
want)

www.bpgroup.org
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

www.bpgroup.org
Process

Performance

Landscape

www.bpgroup.org
6/22/12
Who
is

responsible
for

leading
the

Eﬀort?

ALL
OF
US!

www.bpgroup.org
6/22/12
making BPM part of your strategic plan
www.bpgroup.org
KEYNOTE
Each
one
of
us
is

involved
–
from

the
lunch
room

to
the
board

room

www.bpgroup.org
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

www.bpgroup.org
You
can’t
stop

change
–
you

must
embrace
it,

get
good
at
it,

and
do
be^er

www.bpgroup.org
We
have
to
keep

raising
the
bar
to

deliver
customer

success

www.bpgroup.org
GROW
REVENUES
REDUCE
COSTS
ENHANCE
SERVICE
Understanding
the
real

needs
of
Customers
-‐

wins
everyKme

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…

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
–
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day
and
5
day
opKons
–
(next
week!)

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Master©
July
29-‐Aug
2

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day
and
5
day
opKons
–

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Master©
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5-‐9

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Raising the Bar to deliver customer success consistently

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Raising the Bar to deliver customer success consistently