Customer Experience Management : July 2015

Careful good stuff follows... Hoshin kanri is Direction Planning = Compass Business Club

When you get down to it why would you pay a $1?
Yep One lousy USD. What is in it for you?

What if I said I had for you the global thought leaders with unique content every month...

http://bit.ly/30daysfor1dollar

Where could you find a complete FREE Lean Six Sigma course underwritten by the BP Group, The Academy of Customer Experience and the British Institute of Quality Management...

How could you meet, talk with and learn from the worlds leading LinkedIn business owner with a club of over 370,000 people...

Why should you be bothered?
http://bit.ly/30daysfor1dollar

Who can deliver all this and terabytes more of DIRECT, USEFUL, IMMEDIATE stuff for ONE USD?

I get it you can't be hassled to click the link.

Here's some of the guys who you will be missing. Now don't let me tell you this is one NOT TO MISS.
After all you probably have it all anyhow?

If you too like me appreciate excellent VALUE for goodness sake click the link.
http://bit.ly/30daysfor1dollar
If you don't like what you see I will pay you 100 times your $1 investment. PROMISE.
Gordon Bennett, it doesn't get better eh?

Who's on the INSIDE One dollar away...
http://bit.ly/30daysfor1dollar

http://bit.ly/30daysfor1dollar

IQPC Process Excellence Week Europe

Steve Towers introduces the Certified Process Professional program

Adelaide CPPMasters 2015

The Changing Process Professional

CEMMethod_PAM_documentation.mov

CEMMethod_workings_with_Signing.mp4

CEMMethod -the-what and the -why-with-JeffGuilfoyle_DukeEnergy.mp4

CEMMethod_how_have_we_got_here.mp4

ScoresOnTheDoors_with_POFfactor.mp4

CEMMethodTeamPresentations.mp4

TeamPresentations_2_CEMMethod.mp4

PEXweek Australia extraordinary success

As a delegate and participant this was the best PEX week Australia event to date.
Crisp and topical with many excellent speakers and 100% new case studies.
Well done to the on the ground team PEX team of Dana Hutchinson and Lisa Ao led by Siobhan Corry.

The event was Chaired by Morgan Jones, Executive Manager at CBA, and Compass Business Club Ambassador.

I will complete a full review in a couple of days once we have the videos in place :)

Meanwhile 24 new Certified Process Professionals completed CPP Level 1&2. That pushes the Australia BP Group CPP registration to over 1,000 individuals and 300+ organisations.
If you are in Australia, New Zealand or South East Asia we will be co-hosting with IQPC and the PEX Network another one day Masterclass in October, more details soon.

Congratulations to the new Certified Process Professionals from PEX week 2015
in Sydney, Australia
www.certifiedprocessprofessional.com | www.bpgroup.org

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success

Certified Process Professional Masters
(CPP-Master) Program

http://www.bpgroup.org/book-class.html

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Customer Experience - do you get it?

... 3 great 2015 quotes ...

By 2017, 67% of customer service interactions won’t require

a human. Are you ready?

Gartner (March 2015)

In a survey of 362 companies 80 percent of them thought they

delivered a superior customer experience. When independent

consultants surveyed the customers, they found that only 8

percent rated their experience as superior. How are you

performing?

Bain and Co. (2015)

“Customers don’t necessarily stay because they’re satisfied,

but they often leave because they’re not.”

Don Pepper (2015)

The CEMMethod (v10) teaches and guides how to ensure you are ready for today, tomorrow and the next decade. Review the upcoming sessions at: http://www.bpgroup.org/book-class.html

It is all about OutsideIn

At Virgin it is all about a great customer experience. OutsideIn provides the discipline to turn that thinking into successful business. Paul Sands, Director of Customer Experience, Virgin.

Get the book here http://www.outsideinthesecret.com/

If you could ask a billionaire one question what would you ask?

Please let me know because I will ask him every question I can squeeze in. It isn't often you get the chance to meet your hero. This is it...

Comments below, or email me stevetowers@gmail.com

5 Proven Tips for Success as a Business Analyst: Tip 1

Mark Barnett

Business Analysis Thought Leader

Business Analysis for the 21st century

This is the first in a series of five blogs covering the same number of tips for success as a Business Analyst (BA). The primary audience would be the leader of a BA team, though BA’s and those looking to hire BA’s should also have an interest in what will be shared in this series.

And with that, I’ll pose the following question to Business Analysts, or anyone who’s done those tasks usually seen as within the bailiwick of a BAs...

Why is it that everyone in your organization doesn’t immediately recognize all the great value a Business Analyst can bring?

After all, what could be bad about using a disciplined approach to define the real, underlying needs of your company and identifying solutions that deliver value to stakeholders? Nothing, right?

Well, the reason they may not recognize the value might be staring you in the mirror! Here are some proven tips that will help ensure you are positioned to move from the promise of potential value to the delivery of real value.

Who Should Read This Article?

This article is written mainly for those who recently joined, or are soon to join, a new company, and will be responsible for building a new or taking over an existing Business Analysis (BA) discipline. If you are in the latter position of taking over an existing discipline, the advice given here will be most helpful if the existing BA discipline is still struggling for acceptance or recognition.

Alternatively, if you are the hiring manager for a BA or BA team leader, this article might provide some helpful insights for selecting the right candidate, and laying the groundwork to make the BA discipline successful in your organization.

I’m not ignoring those who already work for a company and are moving into a BA or BA manager role. I believe some of this may be helpful to you as well. However my assumption is that, as someone who already knows the culture and many of the people in the organization, you will be in a better position to avoid some of the problematic behaviors I’ve seen from BAs in multiple situations and companies, as described below.

The Business Analyst’s Dilemma

Business Analysis is an area that has, in recent years, become recognized as a valid career path. This is in large part due to the efforts of the International Institute of Business Analysis (IIBA), which has provided strong leadership in this area since 2003. That’s great! But… what is Business Analysis anyway? And who is a Business Analyst? And where does the Business Analyst handoff work to others? These are not simple questions to answer. And if you think they are, that might be part of the problem!

As to the question, “What is Business Analysis?” the IIBA defines it as “…the practice of enabling change in an organizational context, by defining needs and recommending solutions that deliver value to stakeholders.”1 That’s not bad… though it certainly can be broadly interpreted!

I completely agree that the things a Business Analyst does can bring great value and insight to an organization. And if those things have never been done, or at least never been done well, the results for the organization can be stellar – even game changing!

So where’s the dilemma? In my experience.....

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TO ACCESS THE FULL ARTICLE JOIN US IN COMPASS BUSINESS CLUB

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Mark Barnett - CBC Ambassador

A proven leader in formulating and delivering solid solutions for the most pressing business challenges organizations face in creating and delivering value to customers and shareholders. Senior Executive consulting services delivering extraordinary outcomes in all client engagements.

Compass Business Club soft launch.... for those in the know

http://www.compassbusinessclub.com

We are very near to the BIG day. Go get a sneak preview and review the goodies, articles, videos, forums, FREE training & exclusive thought leadership from these global Guru's.

Excited isn't the word. http://www.compassbusinessclub.com

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Senior leadership expert, demonstrable experience inspiring teams to embrace strategies that aid growth, improve customer relationships and produce high performance benchmarks.
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Master Black Belt in Lean Six Sigma Methodology.
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A proven leader in formulating and delivering solid solutions for the most pressing business challenges organizations face in creating and delivering value to customers and shareholders. Senior Executive consulting services delivering extraordinary outcomes in all client engagements.
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Pradeep Henry is driven to turn software projects into strategic initiatives. To make this change happen, he brings a strategy-driven Discovery-and-Design method. Previously, as innovator, de facto innovation & change leader, and practice director, Henry played a proven role in the competitive differentiation and storied fast growth of Dun & Bradstreet spinoff Cognizant Technology Solutions.
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Founder of i-nexus, the leader in cloud-based software for strategy execution. Respected thought leader, adviser and co-architect of the Strategy Execution 2.0 “Business System” that is rapidly becoming the de facto blueprint for how large organizations successfully deploy and execute their strategic objectives.