Achieving Successful Customer Outcomes with BPM, CEM and Outside-In thinking and practice.
How do you start the journey to Advanced BPM/Outside-In?
If I scan the fifteen or so new OI initiatives in large corporations I have worked closely with (in the last three years) I would say 80% of that work is through what you can think of is a 1-2-3 project cycle.
1. Start where you are - deploy, for instance the CEMMethod 21 techniques, especially the Moments of Truth, Breakpoints and Business Rules, in whatever is your remit. Just get going.
2. On the back of that success move upstream and downstream in the particular process. You will have internal advocates at this stage who understand how to do this stuff. At this point the fun and the wildfire starts :-)
3. Take the 'boil the ocean' proposition to the top team. Ask for the biggest current organisation wide challenge and relate the internal benefits (Project 1&2, the external case studies, the videos of the CEO's, the HBR articles, the Business week case studies blah blah) They will love the talk of results - reducing costs, improving revenue, enhancing service. Whenever have you talked to a top team and somebody has turned round and said those elements were not part of this years agenda eh?
Bingo - six months in and you're on the organisation wide Outside-In transformation.