Keynote Presentation by Steve Towers (steve.towers@bpgroup.org) featuring the latest research from the BPM and Process Excellence community. Delivered in Sydney, Australia.

1. The State of the Industry
Steve Towers, Founder,
BP Group
Steve.towers@bpgroup.org
www.bpgroup.org

3. The State of the Industry:
Industry highlights and feedback from Six Sigma & Process Excellence IQ‟s global
network & the www.BPGroup.org community
Drawing on 2010 Process Excellence surveys
with the Lean Six Sigma and BPM community, Six Sigma IQ and the
BP Group… share with you the key global process excellence trends and
industry evolutions from the last12 months and the year ahead.
1. Key evolutions in the Process Improvement corporate agenda:
What are the market trends for programme development?
2. Emerging Next Practice, Techniques, Tips and Methodologies
3. How has the industry moved on: Onsite polling around your top investment and
development areas for the next twelve months
4. Making a new resolution: Looking forward to the „must dos‟ for the next 12 months
5. Outside-In: The Secret of the 21st centuries leading companies – who are they and what
are they doing?

4. Contributors – “The State of the Industry”
Acknowledged Global Sources
Gartner ~ Forrester ~ IBM ~ HBR ~
BP Group ~ Lean Six Sigma ~
Six Sigma IQ ~ BPEX ~ community ~
Millward Brown ~
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Seminars Steve Towers SPECIAL
www.successfulcustomeroutcomes.net www.bp2010.com

7. www.stevetowers.com
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www.oibpm.com

9. It is the end of our beginnings
We are at the very point in time when a
400-year old age is dying and another is
struggling to be born, a shifting of
culture, science, society, and institutions
enormously greater than the world has
Dee Hock, Founder & CEO--Visa
ever experienced.
Ahead, the possibility of the regeneration of
relationships, liberty, community, and ethics such
as the world has never known, and a harmony
A Global with nature, with one another, and with the divine
tipping point intelligence such as the world has never dreamed.

10. Key evolutions in the Process Improvement corporate agenda:
What are the market trends for programme development?

11. The Always on World – It has all happened in the last 12 years!
Mapping the Growth of the Internet
The Always on World of t

12. The Always on World of the 21st century
Mapping the Growth of the Internet

13. We believe that within five years,
96 percent of consumers will have
access to the Internet, whether it be
through a personal computer, a set-top
box or a mobile phone.
You bet that changes everything.
(2010)
Source: Fanzine

14. Key evolutions in the Process Improvement corporate agenda:
What are the market trends for programme development?

15. PERFORMANCE BENEFITS - PROCESS TRANSFORMATION EVOLUTION
© Towers Associates 2011 – Research 800+companies 2006-2011
SERVICE & COST & REVENUE
Outside-In Approaches
e.g. Customer Expectation
Management
4
Business
Process Management
Objective Benefits
Lean post 2000
SERVICE & COST
Six Sigma
3 1995-05
2
Business Business Process
Process Reengineering
Improvement 1980-95
1
Total Quality
Management
SERVICE
1970-80
INSIDE-OUT OUTSIDE-IN
Scope of Transformation

16. Jeff Bezos sums it nicely…

17. CRAFTING THE
SUCCESSFUL CUSTOMER OUTCOME
Understanding the real Customer Need TOOLS
Layer 1:
Layer 4:
Who is
How does
the
what
Customer
We do
?
impact
Layer 2: Customer
What is Success?
the
Customer
Layer 5:
s current
The
Expectatio
Successful
n?
Customer
Outcome –
Layer 3: What is The One liner what does
the process the SCO: the
customer thinks One line customer
they are involved statement really need
with? that explains from us?
the actual
The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a
SCO
process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy
inside-out thinking to create an actionable strategic and operational objective for the entire organisation.

18. Key evolutions in the Process Improvement corporate agenda:
What are the market trends for programme development?

19. Inspiration:
Why should we bother? Udayan Banerjee, CTO,
NIIT Technology (India)
Because the answers are
very different !

20. This is a Copernican Moment
Copernicus - 19 February 1473 – 24 May 1543
He died 467 years ago

21. Key evolutions in the Process Improvement corporate agenda:
What are the market trends for programme development?
At the programme management level
shifting from IT automation with efficiency and effectiveness
improvements to managing the Causes of Work
Linking of every task and activity to a
Successful Customer Outcome
….this is in line with shifts in responsibility
for process at the corporate level

22. Who has responsibility to drive business process
improvement in your company?

23. "We can't solve problems
by using the same kind
of thinking we used
when we created them."

24. Too many managers have become so
specialized that they don’t think in
terms of the company’s big picture.
Philip Kotler

25. Emerging Next Practice, Techniques, Tips and
Methodologies
 Get passed those specialisms – link cause and effect
 Use of techniques that provide a line of sight to the
primary customer/citizen
 “Break through the glass ceiling”
 OIL (Germany) / SSOS (Canada) / CEM (USA) / CIPA
(UK) /
 Emphasis on „stopping the dumb stuff‟
before automation!

26. How has the industry moved on: Polling around your top
investment and development areas for the next twelve months
IBM‟s latest survey of CIO‟s and CEO‟s (published June)
Source: ibm.com/theessentialcio
 “….increasingly help their public and private sector organizations
cope with complexity by simplifying operations, business processes,
products and services.”
 According to the IBM CEO 2010 Study, “better performers manage
complexity on behalf of their organizations, customers and partners.
With an overwhelming 99 percent of CIOs identified initiatives to
simplify internal key processes as among those they would lead or
support the organisation”
What are your plans to simplify the customer experience, products
and services to increase functionality, use and satisfaction?

27. Making a new resolution: Looking forward to the „must
dos‟ for the year ahead – To Do tickbox items
 Check your scorecards – Activity v. Outcome
 Extend current programmes towards the Enterprise
level and ultimately The Customer Experience as the
process
 Reward folks for achieving Successful Customer
Outcomes
 Align all process activity to the SCO
 Count the things that count – Cost/Revenue/Service

28. Examples

29. Tony Hsieh
Listen to the 15 minute interview

30. Zappos – Seven Ways to Achieve Exceptional Customer
Services (Tony Hsieh)
Make Customer Empower your Fire customers Don’t measure Don’t hide your View the costs of Celebrate great
service a priority customer service who are call times.. And phone number. handling customer service by telling
for the whole people. Rarely insatiable don’t use scripts You want to calls as an investment exception stories to
company should they have to talk to in marketing, not an the entire company
escalate issues. customers. expense

31. Moving to Lifestyle Management
CUSTOMER LIFESTYLE MANAGEMENT
110+ PRODUCTS
BIRTH GRADUATION MARRIAGE CAREER FAMILY GRANDEE RETIREMENT DEATH

32. Outside-In: The Secret of the 21st centuries leading
companies – who are they and what are they doing?
 Enterprise Business Process Management
A method of managing an organisation
by understanding and delivering
Successful Customer Outcomes (SCO)
also referred to as Outside-In

33. Some of the critical questions you may wish to ask
Where does your process What is the Successful Customer
start and finish? Outcome?
What are the Key Moments What business are you (REALLY) in?
of Truth in this Process?

35. Outside-In
 Business card/piece of paper
= book (I have 30+ hardcopies with me) = deck
 Review the Action slides within this deck
 Get tooled up to help your organisation
 See some of you tomorrow at the workshop!
 www.bpmbox.com for Australia if you wish to
qualify professionally

36. The State of the Industry
Thank you!
Steve Towers, Founder,
BP Group
Steve.towers@bpgroup.org
www.bpgroup.org