The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.

1. Process Diagnostics
An update on the advances in
the BP Groups CEMMethod®
February 2013
steve.towers@bpgroup.org
© 1992-2013 BP Group – All Rights Reserved

2. Tools and Techniques
36 completely revised tools – 50+ major changes
incorporated over previous edition of BP Group
CEMMethod®
• Moments of Truth
– New elements – Analytics – new powerful strategic aids
• Breakpoints
– Relationships – new operational insights
• Business Rules
• Successful Customer Outcomes
– Strategic advances – Maturities enhancements
© 1992-2013 BP Group – All Rights Reserved

3. CEMMethod® OVERVIEW
THE STEPS AND STAGES OF THE
Understand & PROCESS PROCESS PROCESS
Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS
Develop Perform Develop
Process Risk Manage
Successful Identify Identify Action
Activity Assessment Delivery
Customer Moments of Identify Business Plan
Outcomes List
Truth Breakpoints Rules
The CEMMethod® has been developed through the last 12 years especially to meet the radically new and
challenging business environment of the 21st century. Grown as next practice in leading global companies
It is a tried, tested and proven approach for helping organizations win the Triple Crown.
© 1992-2013 BP Group – All Rights Reserved

4. MOMENTS OF TRUTH
AMOUNT
OWNER
PRO/
REACTIVE TYPE
IMPACT RATIO
TREND PROPERTY ALIGNMENT
© 1992-2013 BP Group – All Rights Reserved

5. MOMENTS OF TRUTH
How Many?
Who? OWNER AMOUNT
PP
PS
PRO/ SP
REACTIVE TYPE SS
PPS
SPP
BP
IMPACT RATIO
BR
SCO
TREND PROPERTY ALIGNMENT
Y/N
WK/M/Q/Y ABACUS
RAG
© 1992-2013 BP Group – All Rights Reserved

6. BREAKPOINTS
AMOUNT
OWNER
PRO/
REACTIVE TYPE
IMPACT RATIO
TREND PROPERTY ALIGNMENT
© 1992-2013 BP Group – All Rights Reserved

7. BREAKPOINTS
How Many?
Who? OWNER AMOUNT
Y/N PP
PRO/ PS
REACTIVE TYPE
SP
SS
MOT
IMPACT RATIO
BR
SCO
TREND PROPERTY ALIGNMENT
Y/N
WK/M/Q/Y ABACUS
RAG
© 1992-2013 BP Group – All Rights Reserved

8. BUSINESS RULES
AMOUNT
OWNER
PRO/
REACTIVE TYPE
IMPACT RATIO
TREND PROPERTY ALIGNMENT
© 1992-2013 BP Group – All Rights Reserved

9. BUSINESS RULES
How Many?
Who? OWNER AMOUNT
Y/N O
PRO/ S
REACTIVE TYPE
R
MOT
IMPACT RATIO
BP
SCO
TREND PROPERTY ALIGNMENT
Y/N
WK/M/Q/Y ABACUS
RAG
© 1992-2013 BP Group – All Rights Reserved

10. SUCCESSFUL CUSTOMER OUTCOMES
How Many?
Who? OWNER AMOUNT
1
2
TYPE
3
MOT
RATIO BP
BR
SCO
TREND PROPERTY ALIGNMENT Y/N
WK/M/Q/Y ABACUS
RAG
© 1992-2013 BP Group – All Rights Reserved

11. SUCCESSFUL CUSTOMER
OUTCOMES
© 1992-2013 BP Group – All Rights Reserved

12. SUCCESSFUL CUSTOMER
OUTCOMES
© 1992-2013 BP Group – All Rights Reserved

13.
Process
Diagnos-cs
Pro/
ID
Descrip*on
Type
Owner
Property
Ra*o
Aligned
Reac*ve
Trend
Impact
ABACUS
MOT
BP
BR
SCO
y/n
MOT
X
Narra*ve
PP/PS/SP
Name
ABACUS
1:1
0.00
0.00
0.00
y/n
per
cent
R
A
G
10-­‐100
SS/PPS/PSP
BP
X
Narra*ve
PP/PS/SP/SS
Name
ABACUS
0.00
1:1
0.00
0.00
y/n
n/a
R
A
G
10-­‐100
BR
X
Narra*ve
S/O/R
Name
ABACUS
0.00
0.00
1:1
0.00
y/n
n/a
R
A
G
10-­‐100
SCO
X
Narra*ve
123
Name
ABACUS
0.00
0.00
0.00
1:1
n/a
n/a
R
A
G
10-­‐100
Process
Diagnos-cs
Pro/
Type
Owner
Property
Ra*o
Aligned
Trend
Impact
ID
Descrip*on
Reac*ve
ABACUS
MOT
BP
BR
SCO
y/n
MOT
1
R
A
G
MOT
2
R
A
G
MOT
3
R
A
G
MOT
4
R
A
G
….
BP
1
R
A
G
BP
2
R
A
G
BP
3
R
A
G
….
BR
1
R
A
G
BR
2
R
A
G
BR
3
R
A
G
….
SCO
1
R
A
G
SCO
2
R
A
G
SCO
3
R
A
G
SCO
4
R
A
G
….
© 1992-2013 BP Group – All Rights Reserved

14. CEMMethod® OVERVIEW
THE STEPS AND STAGES OF THE
Understand & PROCESS PROCESS PROCESS
Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS
Develop Perform Develop
Process Risk Manage
Successful Identify Identify Action
Activity Assessment Delivery
Customer Moments of Identify Business Plan
Outcomes List
Truth Breakpoints Rules
The CEMMethod® has been developed through the last 12 years especially to meet the radically new and
challenging business environment of the 21st century. Grown as next practice in leading global companies
It is a tried, tested and proven approach for helping organizations win the Triple Crown.
© 1992-2013 BP Group – All Rights Reserved

15. CEMMethod® OVERVIEW
THERE ARE 36 SPECIFIC TECHNIQUES STEPS (part 1)
Element Always Discretionary Levels
Process Activity Map (PAM) Y 1-2-3-4
Process Diagnostics Y 1-2-3-4
Risk Assessment Y 1-2-3-4
Action Plan Y 1-2-3-4
Actions Taken Y 1-2-3-4
POF Dependencies Y 1-2-3-4
Points of Failure profile Y 1-2-3-4
Future State PAM Y 1-2-3-4
Risk Impact Assessment Y 1-2-3-4
Process Elasticity Y 1-2-3-4
Validated Process Activity Map Y 2-3-4
SCO Mind Map Y 2-3-4
Validated Process Diagnostics Y 2-3-4
Innovation Landscape Y 3-4
SCO Statement Metrics Y 3-4
OI Strategic Matrix Y 3-4
Process Performance Landscape Y 3-4
Performance Management Scorecard Y 4-5
The CEMMethod® techniques and approaches are flexible and straight forward to use.
On occasions an extensive toolkit may be required, in other situations point solutions may be appropriate.
© 1992-2013 BP Group – All Rights Reserved

16. CEMMethod® OVERVIEW
THERE ARE 36 SPECIFIC TECHNIQUES STEPS (part 2)
Element Always Discretionary Levels
OI Strategy Map Y 4-5
IT Opportunities matrix Y 4-5
Individual Scorecard Y 4-5
SCO Capabilities Overview Y 4-5
Customer Needs Assessment Y 3-4-5
Expectation Management Profile Y 3-4-5
ORCA Y 3-4-5-6-7-8
Outside-In Centre of Excellence framework Y 3-4-5-6-7-8
Process Performance Audit Y 3-4-5-6-7-8
Team-Enterprise Score carding Y 6-7-8
Customer Needs Alignment Y 6-7-8
CNA Innovation Index Y 6-7-8
ABACUS Y 6-7-8
SCO Revolutions Y 6-7-8
Proactive-Reactive Index Y 6-7-8
Expectation Alignment Y 6-7-8
OI Business Model Y 6-7-8
People Awards Targeting Y 6-7-8
A comprehensive toolkit supporting both operational and strategic requirements. Sustaining hard won
performance gains requires a robust integrated approach. At the advanced levels the dots can be connected
from every task and activity through strategy to the Successful Customer Outcome (SCO).
© 1992-2013 BP Group – All Rights Reserved

17. Supporting Videos
• Business Process Management - what is it?
http://youtu.be/NO54KXxTp9I
• Moments of Truth - what are they?
http://youtu.be/OT_2cqMtrUw
• Breakpoints and Business Rules?
http://youtu.be/_8KSN_McWIg
• Successful Customer Outcomes (SCO's)
http://youtu.be/u4keI_kmdxM
• Voice of Customer? http://youtu.be/bTbHrxi1Vq4
© 1992-2013 BP Group – All Rights Reserved

18. Further Resources
• Business Process Management - what is it?
http://youtu.be/NO54KXxTp9I
• Moments of Truth - what are they?
http://youtu.be/OT_2cqMtrUw
• Breakpoints and Business Rules?
http://youtu.be/_8KSN_McWIg
• Successful Customer Outcomes (SCO's)
http://youtu.be/u4keI_kmdxM
• Voice of Customer? http://youtu.be/bTbHrxi1Vq4
© 1992-2013 BP Group – All Rights Reserved