Customer Experience Management

Recommended Conferences and Annual Awards for Process Success

PROFIT THRU PROCESS and BPGroup 18^th ANNUAL CONFERENCE

London, UK - April: http://bit.ly/BPG18_UK

Stockholm, Sweden - June: http://bit.ly/BPG18_Nordic
Sydney, Australia, June: http://bit.ly/BPG18_Australia

ENTERPRISE ARCHITECTURE & BPM WORLD

Bangalore, India, July: http://bit.ly/BPG_18_India

I will have the pleasure of sitting on the judging panels for each event and naturally we want to encourage you to share your stories of Process change, BPM, Lean Six Sigma and Outside-In. Visit the conference sites above to find out more and we will hopefully see you receiving an Award or simply joining us to witness the advancing trends towards the Customer Oriented business.

Our team of BP Group Executives working and delivering across the events, and very much welcoming questions, observations and hot topic suggestions includes:

USA & UK: Charles Bennett - charles.bennett@bpgroup.org

Europe: Martina Beck-Friis - martina.beck-friis@bpgroup.org

ANZ: David Mottershead - david.mottershead@bpgroup.org

Australia: Stephen Nicholson - stephen.nicholson@bpgroup.org

SE Asia: Steve Towers - steve.towers@bpgroup.org

South America - Charles Bennett -

The most recent event was in the US during January. 800 people participated with the IQPC at a splendid annual get together which showcased the leading global process companies. The IQPC team are leading the global conference circuit with well organised and encouragingly interesting sessions.

If you need to make a choice then our recommendation, based on direct feedback of the membership, is to book for one of the above events. You will never think of process in the same way again!

The Secret of the 21^st century leading companies

The title of the book[i] last year suggested that the ‘secret’ was a relentless focus on Outside-In thinking and practice. Let’s dig deeper and understand the essence of Outside-In, in other words let’s unfold what makes the secret so profound, practical and accessible by anyone who wishes to progress their roles and organisations to new levels of achievement.

1. Seek - Focus on what you do want, rather than on what you don’t

Outside-In approaches such as the CEMMethod® emphasize applying attention on what you need to be doing to deliver Successful Customer Outcomes (SCO).
Clearly articulating the customer’s needs and aligning processes to achieving them delivers the Triple Crown – reduced costs, enhanced service and revenue growth. It is radically different compared to traditional improvement approaches that concentrate effort and resources to figuring out what you don’t want to be doing. There is also often the assumption with traditional approaches that the process is a given – it is there and should be fixed. Not so with Outside-In companies. If the process and all the associated activities and tasks do not contribute to the SCO then stop doing them. There is no need to optimise something that can be eradicated.

· How are you approaching performance improvement?

· Do you continue to search for things to stop doing?

· Can you refocus and identify the things you should be doing?

2. Shape – Identify the customers and staff you require and trust them

This is a big ask for many. “How on earth can we trust our customers?” “We could never trust our staff”. Ask yourself a more pertinent question – who on earth recruited those customers and staff in the first place? What was the criteria for that and what were you thinking about?

Making customer service key to your organisation will keep your employees motivated and your customers happy.
Richard Branson

Outside-In companies believe in their people and the customer. They actively recruit customers by creating and managing customer expectations[ii]. In doing so less desirable customers can be actively managed away. Naturally you need the people within the organisation to deliver the means to the SCO and that is through the processes. If you develop trust and competency within your people they will shape the customer experience to deliver success. On the other hand if you assume your people are untrustworthy you establish a ‘checkers checking checkers’ mindset which is expensive, slow and ultimately provides a sub-optimal customer experience.

What steps could you immediately take to:

· recruit the customers you desire, and

· ensure your staff are motivated, engaged and trusted?

3. Execute – Progressively align everything to Successful Customer Outcomes

If you have a choice go for the biggest current challenge within the organisation.
Within 45 days the process can be transformed to significantly reduce costs (typically 40-50%) and simultaneously improve service. In revenue generating processes turnover will begin to grow as service improves and turnaround times reduce. Train all your people in basic techniques so they can contribute directly from the ‘get-go’ (rather than exclusively rely on a cadre of colored belted statisticians).

Faith is taking the first step even when you don't see the whole staircase..
Martin Luther King Jr.

If your choice of starting point and actions are limited in scope do not be disheartened. Know that it is sufficient to take the first step and the staircase will unfold as you move forward. Fix the stuff you can as you do you will achieve results significantly better that traditional inside-out techniques. Within weeks you will produce the justification to move upstream and downstream from your starting point to eventually connect all processes.

Ultimately mature Outside-In companies embrace “the customer experience is the process” and the activities move beyond the boundaries of the organisation into the relationships and partnerships that deliver customer success. Working those relationships and building value through partners creates a differentiation way beyond the capabilities of traditional organisations.

As you start the journey:

· How could you grow your capability immediately?

· What steps can you take to begin the journey?

· Where should you focus those immediate resources?

· Can you take a half day for everyone to learn three simple techniques that will produce a tangible measureable deliverable immediately?

Outside-In Next Steps

Training – www.bp2010.com

Consultancy – www.towersassociates.com

Community – www.bpgroup.org and http://bit.ly/joinbpgroup (LinkedIn)

Blogs – www.successfulcustomeroutcomes.net

Resources – www.oibpm.com

References:

[i] Outside-In The Secret of the 21^st century leading companies –

http://www.amazon.com/OUTSIDE-SECRET-CENTURY-LEADING-COMPANIES/dp/0956513506/httpwwwstevet-20

[ii] Customer Expectation Management – Success without Exception -
http://www.amazon.com/exec/obidos/ASIN/092965207X/httpwwwstevet-20

Are you a Process Performance Outside-In Outlier?

The Road to Hell is Paved with good intentions

This series of commentary is addressing the challenges faced by Certified Process Professionals® as they progress their organisations Outside-In.

We start with what is now a classic denial strategy and will progress over the coming weeks to review TEN (sometimes deliberate) misconceptions that seek to stop you on your journey to Successful Customer Outcomes.

'The company has to get its own processes right first'.

In the context of Outside-In this is clearly a major mistake. As the Southwest Airlines and Apple examples demonstrate you fix the internal processes by understanding and acting on "the Customer Experience is the process". In doing so eveything changes internally to better align to successful customer outcomes. That reduces complexity, removes costs, improves service and grows revenue.

Now if you brief is 'in the box' and does not yet extend to the Customer Experience the approach should be around optimisation through understanding the causes of work – moments of truth, breakpoints and business rules. Even though this is at best sub optimisation (recall the US banks Customer query process) it will take you to a much better place with significant performance improvements as you highlight and eradicate the 'dumb stuff'.

Often times this has to be the starting point as, by definition, the way inside-out works is by the sub division of labour. You can only see the immediate walls around you and looking beyond maybe beyond your brief. Do not lose heart. Go with Optimisation (and if necessary stealth) as you introduce through existing projects the concepts of moments of truth, breakpoints and business rules. You will catch the eye of those responsible for the numbers as the changes you introduce go way beyond the traditional expectations.

Ciao, Steve

Next week… Changing the picture 'My job doesn't really involve the end customer. But I do have a mass of internal customers!'

CPP Master® Series FREE webinars and resources

BP Group updates and *NEW* WEBINAR series with CPP Master® Martina Beck-Friis

** FREE WEBINAR SERIES STARTS THIS WEEK**
The CEMMethod® WEBINAR with Martina Beck-Friis
- http://bit.ly/CEMMOverview

** Top DISCUSSION **
When you're in a support department like IT, Finance, or HR who is your end customer, the rest of the organisation or customers outside...(Hussein Patel)
- http://linkd.in/at8hcB

Welcome to the BP Group led by Charles Bennett - http://bit.ly/9FDzJk
Dedicated groups for the Certified Process Practitioner | Professional | Master |
- http://linkd.in/CPP_subgroups

** David Mottershead Provides us with a new perspective with a prezi ?!**
http://prezi.com/xtekxms1ul3v/successful-customer-outcomes/

** Articles **
Outside-In is a business imperative (Steve Towers)
- http://bit.ly/cbszHM

All the Best until next time,
Steve Towers, BP Group Founder

BIG thanks to the BP Group Advisors, Managers & Sundowner Directors including:
John Corr | Sunil Dutt Jha | Charles Bennett | David Mottershead | Erika Westbay | Janne Ohtonen | Nick Harvard | Stephane Haelterman | Paul Bailey | Martina Beck-Friss | Mark Barnett | Steve Melville | Stephen Nicholson | Marjolein Towler | Jennifer van Wyk | MichelineLogan |

See them at http:://www.oibpm.com |

BP Group 18th Annual CONFERENCE | Book your diary in Orlando Jan 17-21, 2010
- http://bit.ly/BPGroupUR18

Advancing Outside-In - The worlds FIRST Outside-In Conference

BP Group BPM Conference

View more presentations from theadley.

Advancing Outside-In update, resources and links

MAJOR MILESTONE ACHIEVED 5,400 members on BP Group Linked-In
BPGroup (est 1992. 43,000+ members | LinkedIn est. Oct 2008.)
Reflecting the growth and interest in all things process

The BP Group are Sponsors of the Business Process Professional® pathway -

http://www.businessprocessprofessional.com

News | Events | Coaching & Certification | Discussions | Conferences | BPGroup Personnel |

** News & Events**
The CEMMethod® WEBINAR with Martina Beck-Friis (CPP Master®) and Steve Towers
- http://bit.ly/CEMMOverview
Enterprise Architecture CONNECTIONS subgroup exceed 340 in three months
- http://linkd.in/EAandProcess

BP Group 18th Annual CONFERENCE Heads-up | Book your diary in Orlando Jan 17-21, 2010
- http://bit.ly/BPGroupUR18

** Top DISSCUSSIONS **
When you're in a support department like IT, Finance, or HR who is your end customer, the rest of the organisation or customers outside...
- http://linkd.in/at8hcB (Hussein)

How far down should process drill?
- http://linkd.in/ProcessDrilldown (Dick Lee)

Are corporate silo's like castles? http://linkd.in/ProcessSilos (Karl Walter Keirstead)

Outside-in at Trader Joes http://linkd.in/ProcessTraderJoes (thanks to Patrick Ryder)
** New Sub Groups **

Welcome to the BP Group led by Charles Bennett - http://bit.ly/9FDzJk
Certified Process Practitioner | Professional | Master | - http://linkd.in/CPP_subgroups

** David Mottershead Hosts ANZ CPP Programme in November | (spaces strictly limited)
Auckland - http://aucklandcpp.eventbrite.com
Wellington - http://wellingtoncpp.eventbrite.com/

** New Articles **
Outside-In is a business imperative (Steve Towers)
- http://bit.ly/cbszHM

** 2011 Certification & Training programme**
- http://www.bp2010.com

Cheers, Steve Towers, BP Group Founder

BIG thanks to the BP Group Advisors, Managers & Sundowner Directors including:
Dick Lee | John Corr | Sunil Dutt Jha | Charles Bennett | David Mottershead | Erika Westbay | Janne Ohtonen | Nick Harvard | Stephane Haelterman | Paul Bailey | Martina Beck-Friss | Mark Barnett | Steve Melville | Stephen Nicholson | Marjolein Towler | Jennifer van Wyk (South Africa) |
See them at http:://www.oibpm.com |

Dedicated BPGroup discussions - apply via the links!

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Certified Process Practitioner® - for those qualified to CPP Level 1
http://www.linkedin.com/groups?mostPopular=&gid=2929539

Certified Process Professional® - for those qualified to CPP Level 3
http://www.linkedin.com/groups?mostPopular=&gid=2515784

Certified Process Master® - for those qualified to CPP Level 5
http://www.linkedin.com/groups?mostPopular=&gid=2741121

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EA Connections - interested in Enterprise Architecture & BPM?
http://www.linkedin.com/groups?mostPopular=&gid=3180325

Outside-In Process - Advanced & Enterprise BPM takes centre stage
http://www.linkedin.com/groups?mostPopular=&gid=2057992

Advanced BPM - it says what it does on the tin
http://www.linkedin.com/groups?mostPopular=&gid=2056169

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BPGroup Sweden - led by Martina Beck-Friis
http://www.linkedin.com/groups?mostPopular=&gid=2678614

BPGroup Germany - Led by Paul Bailey
http://www.linkedin.com/groups?mostPopular=&gid=2669692

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Certified Process Professional® November-January - Six cities to Mastery

The global programme grows capabilities from Certified Process Practitioner® through to Certified Process Master® - review the series at http://www.bp2010.com

The quest for the Triple Crown – Four ways to transform process for success forever

The quest for the Triple Crown – Four ways to transform process for success forever

There’s been much discussion about the Successful Customer Outcome across several LinkedIn threads recently
(see http://linkd.in/DanielaProcess, http://linkd.in/ProcessDick, http://linkd.in/ProcessGeoff, and http://linkd.in/ProcessNic)
however that isn’t the only way to move processes Outside-In. In fact there are FOUR tried, tested and proven approaches to simultaneously reduce costs, improve revenues and enhance customer service (winning the Triple Crown).
You can explore this territory by visiting the following mini articles. Next week we’ll feature several recent webcasts.

Articles:
Part 1: Understand and apply process diagnostics
| http://bit.ly/ProcessDiagnostics |

Part 2: Successful Customer Outcomes
| http://bit.ly/SuccessfulCustomer |

Part 3: Reframing process for an Outside-In world
| http://bit.ly/ReframingProcess |

Part 4: Rethinking the business you are in
| http://bit.ly/WhatBusinessRUin |

If you are already qualified as a Certified Process Professional you should already have completed the Outside-In Strategic Matrix® (OI-SM) which complements the articles. Try it out for yourself and see how Outside-In you actually are.

Next week THREE webcasts to as we travel deeper into Outside-In.

Best Buy is a poster boy of Outside-In, Are they done yet?

Although Best Buy gets its fair share of customer complaints online, it responds to them in a different way due to its Outside-In philosophy. Take Twelpforce. This system lets Best Buy employees see and respond to Best Buy-related issues that Twitter uses express, and over 2,500 people are taking part. The Twelpforce system brings together several groups: customer service representatives, in-store salespeople (called blueshirts), and the Geek Squad, technicians that visit homes to render technical assistance.

To see Twelpforce in action, consider this: Earlier in the year, Josh Korin purchased an iPhone and insurance plan from a Chicago Best Buy. His iPhone stopped working one day, and the store's staff gave him a loaner BlackBerry to replace it. He didn't want this -- especially since he bought insurance -- so he tweeted his disapproval. He did this on the weekend, but even so, customer service representative Coral Biegler tweeted back at him. The very next day, she had managed to find a replacement iPhone for him. From then on, Korin tweeted about how impressed he was with the service he received from Best Buy. His wife did too -- and she has over 3,000 people following her on Twitter. Twelpforce grew out of Best Buy's commitment to technological innovation from employees.

The idea was the brainchild of Gary Koelling, a member of Best Buy's marketing group and a social-media guru. Ben Hendrington, a technology staffer in the e-commerce division, spent a week thinking about how he could harness the Google cloud computing platform to create a Twitter app to serve many employees at once. Marketing manager John Bernier was in charge of the project and successfully managed legal challenges like labor laws. The leaders at Best Buy support innovation, no matter where it originates inside the organization. CMO Barry Judge places a strong emphasis on innovations such as Twelpforce. We are nearly constantly in a half-baked mode, as for ideas, Judge states. Half-baked ideas let individuals [on the inside as well as the outside] offer you feedback. There is always an education going on in Judges department of marketing. If you're not inquisitive, you will not last for very long in marketing, he stated. You must have some that aren't successful to notice that.

The results of this mindset are easy to see in Best Buys marketing. One way Judge does this is posting television commercials on his blog prior to airing them. In one instance, commenters beyond the company expressed displeasure claiming a lack of sensitivity in a commercial that tells how a Blue Shirt assisted a customer in the armed forces. There was no airing of the commercial. Another innovation from Best Buy is opening the programming interfaces on its site, www.bestbuy.com, which lets other sites know about things like changes in price. The staffers in marketing made up all of these activities.
They were all risky. And they all proceeded.

Sources of Information for Advanced BPM aka Outside-In

If you wish to read and listen more on these themes the following references are useful.
Join the community discussing these issues, challenges and opportunities.

Community and social networking	Networking	http://bit.ly/I0tvw
Customer Capitalization – Roger Martin, Dean of Faculty, Rottman Business School	Article	HBReview, Feb 2010
Don’t give customers what they think they want Steve Towers	Article	http://bit.ly/3xUIn4
Evolution of Approaches BP Group	Research	http://bit.ly/Fw5Kv
Outside-In Interview with Blog Radio	Podcast	Outside-In (15 mins)
The Best Performing companies Millward Optimoor	Research	http://bit.ly/uAyVW

Outside-In overview Interview - Key issues, challenges, opportunities and case studies

Outside-In monthly newsletter - September reaps a big harvest

The monthly newsletter "Outside-In" contains 4 Videos, 3 Webinars, 2 Sundowners, 1 Whitepaper plus new articles, links, resources and nice pictures of people from around the world becoming Certified Process Masters :-)
http://www.towersassociates.com/Process_Performance_September_2010.html

And do not forget the groundswell towards the 18th Annual Conference also: http://www.bpm-summit.com

All the Very Best,
hopefully catch-up with you soon

Steve