Successful Customer Outcomes (SCO's) and the world of magic
For many of us talking and acting the SCO way has become second nature.That means if you are eating and breathing the alignment of your processes towards SCO’s then progressively the original focus begins to shift and in fact we refine and sharpen our ability both to meet and subsequently exceed customer expectations. That’s precisely what is happening in the magic kingdom [more]
Building the BPM Balanced Scorecard
This conference in Arlington, VA reviewed the most upto date thinking and practice with BPM, Scorecards and Strategy Maps. Features a FedEx mini casestudy.
Put on Your Running Shoes - the launch of the Nipple?
Achieving Successful Customer Outcomes (SCO’s) is not just an internal exercise. Powerful SCO’s may be created through partnerships with otherwise completely different industries. Look at your services and products through the customers eyes and powerful market winning solutions emerge. Such is the tie up between Nike and Apple recently. A combination of products - the Apple [more]
Developing the BPM Skillset
From two years ago however just as relevant
How low flying airlines can reach a new service altitude
| Reach a New Service Altitude In recent times I have talked about Successful Customer Outcomes (SCOs), those things that we should seek out on behalf of our customers to ensure we deliver and exceed their expectations. If we align our organizations to SCOs (rather than industrial age silos) we become slicker, more agile, and indeed more [more] |
The Importance Of Professional Certification
by Anand Subramanian at The New World of Work blog:
"Certification has found its way into almost every industry for a reason: It helps advance the profession."
From Anands article:
"A person’s achievement of Professional Certification documents his / her expertise and recognizes his / her personal commitment to their professional development. Additionally, the respective Professional Association / Society provides a strong collective entity through which individuals are rewarded financially and professionally." {more}
Mastering the SCO Mindset - Part 2
| The second generation of "Mastering the SCO Mindset" share many things in common with those mentioned in our first article. They are all believers in their cause, they know how to communicate those beliefs in such a way as to inspire others and they are great leaders. The difference is that the second generation did [more] |
Mastering the SCO Mindset
| Our earlier articles around Successful Customer Outcomes and Next Practice talked about the importance of understanding what customers want, aligning the organization to these objectives, and delivering consistently. Here we want to concentrate on another element, one that is at least as important because it is one of the key enablers for making the changes [more] |
Three Steps to Heaven
Successful Customer Outcomes - Three Steps to Heaven? Take the Lift Just the other day I was standing in the lobby of a hotel waiting for the elavator to arrive. I had plenty of thinking time while I waited, and I was reminded of a great recent example of customer-focused innovation. I don't know whether your [more]
New Answers to Old Questions
| In the first article in this mini-series I talked about how the most successful organizations of the moment are using new thinking to take the lead in their industries. In this second article I want to look at how other organizations can start to make the changes they need to keep up. One of the key [more] |
Successful Customer Outcomes - New Thinking for a New Age
| Two items of business news have caught my eye recently: Tesco's latest results, cementing their place as the number one online retailer in the world and number one food retailer in the UK; and the start of the latest Stelios venture, easyCruise. Now there may not seem to be much to connect these two stories [more] |
Delivering Customer Service to reduce costs, improve revenue and enhance Service
"There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else". Sam Walton, founder Walmart. And never has there been a time when this is more true. Competition, globalization, conformance, complexity are all things forcing us to look at how work [more]
Customer Age thinking - the changing face of Public Service
In many countries, the phrase public service is considered something of an anachronism. At all levels of government and government led services, customers perceive that overall they get a raw deal when compared to the levels of service they now regularly expect from privately held organizations. In this article we will explore how Customer Age [more]
A very old question, a very new Answer
At a recent senior executive seminar we were discussing the theme of Successful Customer Outcomes (SCO) and one question which cut to the quick deserves more after thought. Picture a dark, dingy Victorian meeting room in central London, the sleet slapping against the windows and it is late on a winter's afternoon. The bright spot? [more]
New Book >> Business Process Management
Participation required...
We are on target for the next book and are now seeking contributions from interested folks who feel capable of answering a range of easy questions related to Moments of Truth, Successful Customer Outcomes and Expectations. If you wish to participate, and of course receive acknowledgement for your contribution, then let me know at groundbreak@ bpgroup.org . I will then explain more ;-)
Regards
Steve
Previous Books:
2006 - Customer Expectation Management: Success Without Exception
http://tinyurl.com/6cdo6e
2005 - Thrive!: How to Succeed in the Age of the Customer
http://tinyurl.com/5huun2
2005 - In Search of BPM Excellence
http://tinyurl.com/6cdo6e
1994 - An Executives Guide to BPR
http://tinyurl.com/6y2t9s
Posted 41 minutes ago | Delete discussion
Posted 3 hours ago | Delete discussion
We are on target for the next book and are now seeking contributions from interested folks who feel capable of answering a range of easy questions related to Moments of Truth, Successful Customer Outcomes and Expectations. If you wish to participate, and of course receive acknowledgement for your contribution, then let me know at groundbreak@ bpgroup.org . I will then explain more ;-)
Regards
Steve
Previous Books:
2006 - Customer Expectation Management: Success Without Exception
http://tinyurl.com/6cdo6e
2005 - Thrive!: How to Succeed in the Age of the Customer
http://tinyurl.com/5huun2
2005 - In Search of BPM Excellence
http://tinyurl.com/6cdo6e
1994 - An Executives Guide to BPR
http://tinyurl.com/6y2t9s
Posted 41 minutes ago | Delete discussion
Posted 3 hours ago | Delete discussion
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