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Process and Productivity Excellence 2011
                         Putting the customer at the centre:
                An integrated model for Outside-In Process Management
                                                                     Steve Towers
                                                              steve.towers@bpgroup.org
                                                     www.bpgroup.org     www.towersassociates.com




                                                                                                      What is the Secret,
                                                                                                      Who are the companies, and
                                                                                                      How do they do it?
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
“It‟s true the
   questions
   Are the
   same…


    But this
    year the
    answers
    Are very
    different”
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
www.bpcommunity.org
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                                                                www.successfulcustomeroutcomes.net
Process & Productivity – Marcus Evans - BP Group October 2011     © BPGroup – All Rights Reserved www.bpgroup.org
BUSINESS PROCESS
                                                                                                     PROFESSIONAL ACCREDITATION
                                                                                                    One Day session




                                                                                                                                      www.bpmbox.com
                                                                                                    Certified Process Practitioner®
                                                                                                    Nov 30 - Rustenburg
                                                                                                    Dec 1 -     Johannesburg
                                                                                                    Jan 17 - Port Elizabeth
                                         Est. 1992 and Since 2007                                   Jan 19 - Durban
                                         18,000+ global with South Africa
                                         400+ people qualified as                                   Two Days session
                                         Certified Process Professional ®                           Certified Process Professional®
                                                                                                    Nov 14-15 Johannesburg
                                                                                                    Nov 17-18 Cape Town
 BUSINESS CARD                           In addition South Africa now has
 = LATEST BOOK                           61 CPP Masters ®                                           Five Days session
                                                                                                    CPP Master®
                                         Dedicated global leadership with                           Feb 6-10 - Cape Town
                                         in country Coaches                                         Feb 13-17 Johannesburg
                                         “By Professionals for Professionals”
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
www.stevetowers.com
                                                                       www.bpgroup.org
                                                                             www.BPMBOX.com
                                                                             www.towersassociates.com
                                                                             www.oibpm.com




Process & Productivity – Marcus Evans - BP Group October 2011     © BPGroup – All Rights Reserved www.bpgroup.org
Discussion:
  Putting the customer at the centre: An integrated
  model for Outside-In Process Management


                                 > How do you design the customer experience?
                                 How can BPM strategies be evolved to help deliver this?

                                 > Strategies and challenges with moving from a internally driven to
                                 customer driven process model: New strategies for creating a customer
                                 driven process architecture

                                 > Integrating the concept of Successful Customer Outcomes (SCO) into your
                                 pre-existing BPM frameworks

                                 > Integrating your current approaches and technology
                                 into the „outside-in‟ approach

Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Who Are the Leading Companies?




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Why should we bother?




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
The Always on World – It has all happened in the last 13 years!
Mapping the Growth of the Internet          st
 The Always on World of the 21 century - 1998




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
The Always on World of the 21st century
Mapping the Growth of the Internet




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
The Always on World of the 21st century
Mapping the Growth of the Internet
    Use Of Social Networks

                                                                                         Gadget Ownership
                                                                                             Over Time




                                                                                                                  Source:
                                                                                                                  The PEW Centre
                                                                                                                  American Life Project
                                                                                                                  April-May 2011
                                                                                                                   (2,277 adults)




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
“You bet that changes everything.“ (2010)


                                                                          April 2011
                                                                          The upcoming transformation of our society
                                                                          presents one of the greatest business
                                                                          opportunities of the next 100 years.

                                                                          This will require patience as well as
                                                                          perseverance; to anticipate what’s next and
                                                                          plan for that situation as well as taking
                                                                          advantage of what’s immediately before you.

                                                                          Our efforts in this field are part of our strategy
                                                                          for this future. What’s yours?
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup –Fanzine Reserved www.bpgroup.org
                                                                    Source: All Rights
Tony Hsieh




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Outside-In The Secret – what is it?




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
What is it that they are doing?
           First let’s review quickly at what they aren’t doing anymore…




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
We have inherited an industrial legacy
  What shape are our organisations in?




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
The Pyramid




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Our organisations all look the same...


                                                                                   CEO
                                            Marketing              Sales            Customer          Operations   Finance
                                                                                     Service




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Processes wend and meander their way around these
  rigid structures...

                                                                                   CEO
                                            Marketing              Sales            Customer          Operations   Finance
                                                                                     Service




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
And hey ho – we nearly forgot the customer!
  Now where do they go?

                                                                                   CEO
                                            Marketing              Sales            Customer          Operations   Finance
                                                                                     Service




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
CEO
                                            Marketing              Sales            Customer          Operations   Finance
                                                                                     Service




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
In other words... Everything looks like a Scottish pin factory!
     And the way we describe everything can be just as inside-out…




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
What’s
       Missing?




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
The needs of the Customer
    have changed forever




                                                                                                             Inspiration:
                                                                                                             Udayan Banerjee
                                                                                                             CTO,
                                                                                                             NIIT Technology (India)
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
It’s a Copernican Moment




                     Copernicus - 19 February 1473 – 24 May 1543
                                                                                                                  He died 467 years ago
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
How are they doing it?




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
"We can't solve problems
   by using the same kind
    of thinking we used
  when we created them."




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
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.




 Process & Productivity – Marcus Evans - BP Group October 2011                                                 © BPGroup – All Rights Reserved www.bpgroup.org
Can we do it also?                                                            Yes we can!! It‟s childplay….




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Where should we start?




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
The
                                                                                                         Customer
                                                                                                       Experience
                                                                                                    Is the Process
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
We have got to get
                                                                                         Scientific about the
                                                                                              Customer
                                                                                             Experience
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
BOOKING TO CAROUSEL?




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Where does the process start and finish?




       Enquire about a   Navigate to the   Experiencing       Baggage                      Enjoying the trip   Relaxing in the   Returning Home     Enjoying a
             trip           airport         hospitality    transportation                                          hotel                          Coffee at Home




                  Shifting our focus to the Customer Experience and improving that
                  Through Moments of Truth, Breakpoints & Rules lets us
                  FIX the Causes of Work and REMOVE the Points of Failure
Process & Productivity – Marcus Evans - BP Group October 2011       © BPGroup – All Rights Reserved www.bpgroup.org
Outside In– Successful Customer Outcomes
      Focus on Doing the Right Thing and Doing Things Right




Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
A new perspective.. It’s a seismic shift in focus



                                          The
                                   Customer Experience
       Enquire about a   Navigate to the   Experiencing       Baggage                      Enjoying the trip   Relaxing in the   Returning Home     Enjoying a
             trip           airport         hospitality    transportation                                          hotel                          Coffee at Home




                                                      is the Process
Process & Productivity – Marcus Evans - BP Group October 2011       © BPGroup – All Rights Reserved www.bpgroup.org
Looking at the Process Outside-In
 Achieves dramatic internal benefits
 (typical 40-70%
 cost savings)
 and extends
 our value chain




                          Navigate to the      Experiencing        Baggage                                                                         Enjoying a Coffee
   Enquire about a trip      airport            hospitality     transportation   Flying the airplane   Enjoying the trip   Relaxing in the hotel        at Home

Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Check Out & ……..
                                                                   Gee..
                                                            Wouldn’t it
                                                              be great If
                                                          as I checkout
                                                         of the hotel…
    Enquire about a   Navigate to the     Experiencing        Baggage          Flying the                         Relaxing in the                    Enjoying a Coffee
          trip           airport           hospitality     transportation       airplane      Enjoying the trip       hotel         Returning Home        at Home




Process & Productivity – Marcus Evans - BP Group October 2011       © BPGroup – All Rights Reserved www.bpgroup.org
Why should we bother?
                                              Outside-In is winning in terms of Revenue,
                                              Profitability & Customer Service
                                                                         $6.4 Bn First Quarter LOSS
                                                                         $537 M First Quarter LOSS
    $34 M First Quarter PROFIT                                               Apr. 23--United Airlines said Tuesday that it would eliminate 1,100 jobs
                                                                             …..it would reduce capacity by shedding 30 airplanes, UAL shares
       Apr. 18--Southwest Airlines Co. said Thursday                         plummeted 37 percent to $13.55
       it earned $34 million in the first quarter
       Southwest now plans to take delivery of 14                         $80 M First Quarter LOSS
                                                                           Houston-based Continental Airlines Inc.
       new Boeing 737-700 aircraft next year
                                                                             reported Apr 17 that it lost $80 million




     58 Successive Quarters                                               $4.1 Bn First Quarter LOSS
     of PROFIT
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
You gotta start where you are! Once commitment is made the transition is rapid




                                                                            Functional
                                                                    Trans Silo                                      6-12
                                                                                                                    months
                                                                Enterprise Wide Execution


                      “The Customer Experience is the Process”

                Examples include: Gilead, Allied Pickfords, Tesco, State Farm, Emirates, China Mobile
Process & Productivity – Marcus Evans - BP Group October 2011     © BPGroup – All Rights Reserved www.bpgroup.org
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Integrating at the enterprise level?
     Process - the Beginning and                                             The Successful Customer
     the End                                                                 Outcome

     Where does the process start and finish?                                What is it and how can it reshape our processes
     What IT systems support the process?                                    and enterprise?
     Are our processes and systems aligned to
     achieve the Successful Customer Outcome?


     Process Points of Failure                                               What business are you (really)
     Moments of Truth | Breakpoints | Rules                                  in?

     What and Where are they?                                                Can you deliver a compelling 21st century
                                                                             Enterprise?
                                         Take-aways for
                                         you to think on


Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
The Virgin Galactic Customer Experience
  A unified Enterprise
  offering

                                                                                                                                                             I deserve
                                                                                                             Motivation
                                                                                                                                                            something
                                                                                                                                                              special
                                 Blog            The                                Evangelise                                    Inspire
                                                 Club


                                Video            The                                                                                                              VG                    Sign-Up
                                                Launch                    Reflect                                                             Inspire            Online

                                                                                                                                                                                       VG
                                                Space                                                                                                            VG                 Astronauts
                                                 Suit                                                                                                           Online
                                                Fitting                             Experience                                    Explore
                                                                                                                                                                                 Live
                                                                                                                                                                                Feed
                                                                                                             Handhold
                                                                                                                                                         Book
                                                     Training
                                                                                                                                                                             FAQs

                                                                Medical             Optimised                   Preference             Online
                                                                 Exam                Touch                    & Personalization       Welcome                      VG Club


                                                                                                                      All Level             All Level   Share
                                                                                                 All Level
                                                                                                  Access               Access                Access

Process & Productivity – Marcus Evans - BP Group October 2011      © BPGroup – All Rights Reserved www.bpgroup.org
The Customer is the Centre



                                    Live the life of your customer.
                                         Become a customer.
                                  Do business with your company
                                          from the outside.
                                                Scott Struminger, FedEx's SVP of IT


Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
BUSINESS PROCESS
                                                                                                     PROFESSIONAL ACCREDITATION
                                                                                                    One Day session




                                                                                                                                      www.bpmbox.com
                                                                                                    Certified Process Practitioner®
                                                                                                    Nov 30 - Rustenburg
                                                                                                    Dec 1 -     Johannesburg
                                                                                                    Jan 17 - Port Elizabeth
                                         Est. 1992 and Since 2007                                   Jan 19 - Durban
                                         18,000+ global with South Africa
                                         400+ people qualified as                                   Two Days session
                                         Certified Process Professional ®                           Certified Process Professional®
                                                                                                    Nov 14-15 Johannesburg
                                                                                                    Nov 17-18 Cape Town
 BUSINESS CARD                           In addition South Africa now has
 = LATEST BOOK                           61 CPP Masters ®                                           Five Days session
                                                                                                    CPP Master®
                                         Dedicated global leadership with                           Feb 6-10 - Cape Town
                                         in country Coaches                                         Feb 13-17 Johannesburg
                                         “By Professionals for Professionals”
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org
Process and Productivity Excellence 2011
                          Putting the customer at the centre:
                An integrated model for Outside-In Process Management
                                                                     Steve Towers
                                                              steve.towers@bpgroup.org
                                                     www.bpgroup.org     www.towersassociates.com




                                                                                                      What is the Secret,
                                                                                                      Who are the companies, and
                                                                                                      How do they do it?
Process & Productivity – Marcus Evans - BP Group October 2011   © BPGroup – All Rights Reserved www.bpgroup.org

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Steve Towers process and productivity excellence _joburg_2011

  • 1. Process and Productivity Excellence 2011 Putting the customer at the centre: An integrated model for Outside-In Process Management Steve Towers steve.towers@bpgroup.org www.bpgroup.org www.towersassociates.com What is the Secret, Who are the companies, and How do they do it? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 2. “It‟s true the questions Are the same… But this year the answers Are very different” Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 3. www.bpcommunity.org COMMUNITY • Global – 55,000 • LinkedIn – 7,600+ BUSINESS CARD www.bpmbox.com = • Accreditation LATEST BOOK CPP Practitioner CPP Professional TRAINING CPP Master • Open & In house Learning • Online Support www.bpgroup.org BUSINESS • Support Groups PROCESS PROFESSIONAL • Mentoring & Coaching • Articles, News INFORMATION & • Discussion RESEARCH • Conferences & Seminars www.successfulcustomeroutcomes.net Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 4. BUSINESS PROCESS PROFESSIONAL ACCREDITATION One Day session www.bpmbox.com Certified Process Practitioner® Nov 30 - Rustenburg Dec 1 - Johannesburg Jan 17 - Port Elizabeth Est. 1992 and Since 2007 Jan 19 - Durban 18,000+ global with South Africa 400+ people qualified as Two Days session Certified Process Professional ® Certified Process Professional® Nov 14-15 Johannesburg Nov 17-18 Cape Town BUSINESS CARD In addition South Africa now has = LATEST BOOK 61 CPP Masters ® Five Days session CPP Master® Dedicated global leadership with Feb 6-10 - Cape Town in country Coaches Feb 13-17 Johannesburg “By Professionals for Professionals” Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 5. www.stevetowers.com www.bpgroup.org www.BPMBOX.com www.towersassociates.com www.oibpm.com Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 6. Discussion: Putting the customer at the centre: An integrated model for Outside-In Process Management > How do you design the customer experience? How can BPM strategies be evolved to help deliver this? > Strategies and challenges with moving from a internally driven to customer driven process model: New strategies for creating a customer driven process architecture > Integrating the concept of Successful Customer Outcomes (SCO) into your pre-existing BPM frameworks > Integrating your current approaches and technology into the „outside-in‟ approach Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 7. Who Are the Leading Companies? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 8. Why should we bother? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 9. The Always on World – It has all happened in the last 13 years! Mapping the Growth of the Internet st The Always on World of the 21 century - 1998 Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 10. The Always on World of the 21st century Mapping the Growth of the Internet Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 11. The Always on World of the 21st century Mapping the Growth of the Internet Use Of Social Networks Gadget Ownership Over Time Source: The PEW Centre American Life Project April-May 2011 (2,277 adults) Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 12. “You bet that changes everything.“ (2010) April 2011 The upcoming transformation of our society presents one of the greatest business opportunities of the next 100 years. This will require patience as well as perseverance; to anticipate what’s next and plan for that situation as well as taking advantage of what’s immediately before you. Our efforts in this field are part of our strategy for this future. What’s yours? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup –Fanzine Reserved www.bpgroup.org Source: All Rights
  • 13. Tony Hsieh Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 14. Outside-In The Secret – what is it? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 15. What is it that they are doing? First let’s review quickly at what they aren’t doing anymore… Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 16. We have inherited an industrial legacy What shape are our organisations in? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 17. The Pyramid Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 18. Our organisations all look the same... CEO Marketing Sales Customer Operations Finance Service Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 19. Processes wend and meander their way around these rigid structures... CEO Marketing Sales Customer Operations Finance Service Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 20. And hey ho – we nearly forgot the customer! Now where do they go? CEO Marketing Sales Customer Operations Finance Service Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 21. CEO Marketing Sales Customer Operations Finance Service Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 22. In other words... Everything looks like a Scottish pin factory! And the way we describe everything can be just as inside-out… Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 23. What’s Missing? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 24. The needs of the Customer have changed forever Inspiration: Udayan Banerjee CTO, NIIT Technology (India) Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 25. It’s a Copernican Moment Copernicus - 19 February 1473 – 24 May 1543 He died 467 years ago Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 26. How are they doing it? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 27. "We can't solve problems by using the same kind of thinking we used when we created them." Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 28. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 29. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 30. 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. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 31. Can we do it also? Yes we can!! It‟s childplay…. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 32. Where should we start? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 33. The Customer Experience Is the Process Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 34. We have got to get Scientific about the Customer Experience Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 35. BOOKING TO CAROUSEL? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 36. Where does the process start and finish? Enquire about a Navigate to the Experiencing Baggage Enjoying the trip Relaxing in the Returning Home Enjoying a trip airport hospitality transportation hotel Coffee at Home Shifting our focus to the Customer Experience and improving that Through Moments of Truth, Breakpoints & Rules lets us FIX the Causes of Work and REMOVE the Points of Failure Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 37. Outside In– Successful Customer Outcomes Focus on Doing the Right Thing and Doing Things Right Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 38. A new perspective.. It’s a seismic shift in focus The Customer Experience Enquire about a Navigate to the Experiencing Baggage Enjoying the trip Relaxing in the Returning Home Enjoying a trip airport hospitality transportation hotel Coffee at Home is the Process Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 39. Looking at the Process Outside-In Achieves dramatic internal benefits (typical 40-70% cost savings) and extends our value chain Navigate to the Experiencing Baggage Enjoying a Coffee Enquire about a trip airport hospitality transportation Flying the airplane Enjoying the trip Relaxing in the hotel at Home Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 40. Check Out & …….. Gee.. Wouldn’t it be great If as I checkout of the hotel… Enquire about a Navigate to the Experiencing Baggage Flying the Relaxing in the Enjoying a Coffee trip airport hospitality transportation airplane Enjoying the trip hotel Returning Home at Home Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 41. Why should we bother? Outside-In is winning in terms of Revenue, Profitability & Customer Service $6.4 Bn First Quarter LOSS $537 M First Quarter LOSS $34 M First Quarter PROFIT Apr. 23--United Airlines said Tuesday that it would eliminate 1,100 jobs …..it would reduce capacity by shedding 30 airplanes, UAL shares Apr. 18--Southwest Airlines Co. said Thursday plummeted 37 percent to $13.55 it earned $34 million in the first quarter Southwest now plans to take delivery of 14 $80 M First Quarter LOSS Houston-based Continental Airlines Inc. new Boeing 737-700 aircraft next year reported Apr 17 that it lost $80 million 58 Successive Quarters $4.1 Bn First Quarter LOSS of PROFIT Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 42. You gotta start where you are! Once commitment is made the transition is rapid Functional Trans Silo 6-12 months Enterprise Wide Execution “The Customer Experience is the Process” Examples include: Gilead, Allied Pickfords, Tesco, State Farm, Emirates, China Mobile Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 43. Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 44. Integrating at the enterprise level? Process - the Beginning and The Successful Customer the End Outcome Where does the process start and finish? What is it and how can it reshape our processes What IT systems support the process? and enterprise? Are our processes and systems aligned to achieve the Successful Customer Outcome? Process Points of Failure What business are you (really) Moments of Truth | Breakpoints | Rules in? What and Where are they? Can you deliver a compelling 21st century Enterprise? Take-aways for you to think on Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 45. The Virgin Galactic Customer Experience A unified Enterprise offering I deserve Motivation something special Blog The Evangelise Inspire Club Video The VG Sign-Up Launch Reflect Inspire Online VG Space VG Astronauts Suit Online Fitting Experience Explore Live Feed Handhold Book Training FAQs Medical Optimised Preference Online Exam Touch & Personalization Welcome VG Club All Level All Level Share All Level Access Access Access Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 46. The Customer is the Centre Live the life of your customer. Become a customer. Do business with your company from the outside. Scott Struminger, FedEx's SVP of IT Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 47. BUSINESS PROCESS PROFESSIONAL ACCREDITATION One Day session www.bpmbox.com Certified Process Practitioner® Nov 30 - Rustenburg Dec 1 - Johannesburg Jan 17 - Port Elizabeth Est. 1992 and Since 2007 Jan 19 - Durban 18,000+ global with South Africa 400+ people qualified as Two Days session Certified Process Professional ® Certified Process Professional® Nov 14-15 Johannesburg Nov 17-18 Cape Town BUSINESS CARD In addition South Africa now has = LATEST BOOK 61 CPP Masters ® Five Days session CPP Master® Dedicated global leadership with Feb 6-10 - Cape Town in country Coaches Feb 13-17 Johannesburg “By Professionals for Professionals” Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org
  • 48. Process and Productivity Excellence 2011 Putting the customer at the centre: An integrated model for Outside-In Process Management Steve Towers steve.towers@bpgroup.org www.bpgroup.org www.towersassociates.com What is the Secret, Who are the companies, and How do they do it? Process & Productivity – Marcus Evans - BP Group October 2011 © BPGroup – All Rights Reserved www.bpgroup.org