How can you sell process to everyone?

A terrific introduction to process featured at the PEX US 2012 process conference. Check this video out and point your colleagues to its use. It will make the job of demonstrating the value of process much easier. Thanks to Diana at the PEX network.

This week a large part of the BP Group team and leaders are in Florida for the annual PEX conference.

There is still time to register: www.pexweek.com and also sign-up for the

Certifed Process Professional Levels 1 and 2 program!

This is the place to network, learn and explore all that is process from the leading organizations, practitioners and Guru's.

As the week unfolds we'll be bringing you highlights and snippets. 

Hopefully see you there, all the Best

Steve

New www.bpgroup. org features FIVE Outside-In Blogs

The BPGroups new website now features five blogs from leading thinkers and CPP Masters in the field of Enterprise BPM & Outside-In.

To visit the blogs: click http://www.bpgroup.org/blogs.html and review the drop down menu -enjoy!

Successful Customer Outcomes
Steve Towers - 160 articles on the theme of Outside-In

BP Community
the original BPM community - Events, Resources, community & Links

Outside-In from Janne Ohtonen
Words from the wise from the author of OIDash

The Process Ninja
Craig Reid Scottish through and through however now from down-under

OutsideIn Service Management
Ian Clayton shows us the way with Service Management


If you recognise a good Outside-In location let us know: rachel.smith@bpgroup.org

Customer Expectations in this coming year

12 CRUCIAL CONSUMER TRENDS FOR 2012

View more documents from trendwatching.com

Recommended Upcoming Conferences for the 2012 diary

BPGROUP CONFERENCE IN ASSOCIATION WITH IQPC – PEX 2012 USA
Lake Buena Vista, Florida, USA - January 16-19, 2012: http://bit.ly/PEX2012

PROCESS EXCELLENCE WEEK – PEX 2012 SOUTH AFRICA
Achieving the 'Triple Crown' – increasing revenue, improving the customer experience and reducing costs

Cape Town, South Africa – February 20-24, 2012: http://bit.ly/SouthAfricaProcessExcellence

CUSTOMER CENTRICITY AND PROCESS ORIENTATION with Marcus Evans
Kuala Lumpur, Malaysia – March 19-21, 2012 : http://bit.ly/BPMandCustomerCentricity

BPM SUMMIT 2012 - IT WEB ANNUAL CONFERENCE
Johannesburg, South Africa – April 17-18 : http://bit.ly/SouthAfricaBPM

BPGROUP CONFERENCE IN ASSOCIATION WITH IQPC – PEX 2012 Europe
London, England – April 23-27, 2012 : http://bit.ly/PEX2012_London 

Time Management with less than 365 days to go to Armageddon

...or that is what the Mayan's say. The big day is 21 December 2012. Whether we experience the apocalypse, or it is just another dull day before Christmas? remains to be seen. Meanwhile we had better make use of the time in hand ;-)

With that in mind I have turned my attention to a genius of time management, managing conflicting interests and on the whole being hugely successful at such a young age.... James Dodkins. Here are his tips for pre Armageddon (and tuning in to deliver that project success).

Thanks James....

Sort your life with this formula, agree with yourself at bedtime and Kazam...

A-E formula

A - High Priority

B - Mid Priority

C - Low priority

D - Delegate

E - Eliminate

Happy 2012 ;)

BPMC Research Newsletter 12/2011 - from Finland and Janne Ohtonen

Hi and Merry Christmas!

I just wanted to let you know that my research plan has advanced and now I am moving forward to collecting empirical data. The idea is to use Design Science to build and evaluate a BPMC artifact. It will be tool, which helps organizations to evaluate their capabilities for doing business process management and possible to get recommendations for actions to take to improve their situation.

I will collect empirical data with three methods: interviews, surveys and case organizations. First I will collect vital information for building the artifact with interviewing top BPM professionals in the world. After that I will continue getting more information through survey, which will be used to analyze the dependencies between BPMC factors. After that I will take that tool into some case organizations and try it out to see if it actually works.

So, there is a lot to do in the upcoming year 2012 and hopefully I will have some results to share with you soon. I already did my first interview today and hope to receive more in next few weeks.

Here is couple of acknowledgements that I want to share with you: Thank you for dr. Timo Lainema, professor Hannu Salmela, dr. Peter Trkman, dr. Klara Palmberg Broryd (check out: http://www.mementor.se/in-english/), Tuukka Heinonen (Hubco) and all the rest of you that have been helping me to succeed in this endeavor. There is still plenty to do, but I am on the right track towards Phd.

Merry Christmas and happy New Year!

Best regards,

Janne

--

Janne Ohtonen

EMAIL: janne.ohtonen@bpgroup.org

WWW: http://janne.ohtonen.fi

Dissertation work:  "BPMC - Business Process Management Capabilities"

The Magic of Outside-In - evolving business for 21c.

Keynote from Marcus Evans event in South Africa during November 2011. Latest case studies, next steps and sharing the tricks behind the magic. Steve Towers process and productivity excellence _joburg_2011

View more presentations from Steve Towers.

Work is changing... are you?

Consider the changes and their impact on how we do what we do.
Is your organisation segregated into functional specialisms (ala the Scottish pin factory) or has it embraced the challenges of the 21st century and realigned Outside-In and put the customer at the centre of everything you do? If you are still wandering WHY have a look at this excellent presentation...  The Future Of Work

View more presentations at www.bpgroup.org

BPGROUP CONFERENCE IN ASSOCIATION WITH IQPC – PEX 2012 USA
Lake Buena Vista, Florida, USA - January 16-19, 2012: http://bit.ly/PEX2012

PROCESS EXCELLENCE WEEK – PEX 2012 SOUTH AFRICA
Achieving the 'Triple Crown' – increasing revenue, improving the customer experience and reducing costs

Cape Town, South Africa – February 20-24, 2012: http://bit.ly/SouthAfricaProcessExcellence

CUSTOMER CENTRICITY AND PROCESS ORIENTATION with Marcus Evans
Kuala Lumpur, Malaysia – March 19-21, 2012 : http://bit.ly/BPMandCustomerCentricity

BPM SUMMIT 2012 - IT WEB ANNUAL CONFERENCE
Johannesburg, South Africa – April 17-18 : http://bit.ly/SouthAfricaBPM

BPGROUP CONFERENCE IN ASSOCIATION WITH IQPC – PEX 2012 Europe
London, England – April 23-27, 2012 : http://bit.ly/PEX2012_London  

 

Gaining Customer Insight

(Whether they are the primary customer who pays your salary or the one in the department next door!)

1. Identify the Issue/Opportunity and determine the Process to Review. 
2. Decide who is the Customer.
3. Understand the Customers current expectations.
4. Clarify the customers view of what is a successful outcome.
5. Identify what it is the process currently does that impacts customer success (negatives and postives).
6. Develop SMART Successful Customer Outcome Statements of Intent.

Successful Customer Outcomes & Process Excellence

Creating Successful Customer Outcomes (SCO's) must begin with the understanding that process is a means to an end, not an end of itself. I do not want a doctor, a medical or a diagnosis. What I need is to get well.

We also should avoid another trap. That is capturing requirements on the solution rather than describing customer needs. All the customer focus groups, surveys and quality reviews are looking at current stuff, not on the SCO. Therefore they are limited and may even completely derail customer delivery, sometimes with tragic consequence.

Processes that clearly align with SCO's achieve five times the success rate of processes that have a poor fit with customer need.

The Future of Business Process Part 2: Outside-In, Lean Six Sigma, BPM and all that....

Tweet

“Not everything old is bad and antiquated and not everything new is shiny and good. The real secret to success is to combine the best of both.”
Rene Carayol (left),  Senior Executive & Former Board Member for Pepsi, Marks & Spencer, IPC Media & The Inland Revenue

The world's leading companies have come to realize that only when their customers are successful, will they be successful. In pursuit of their market leadership not only they need to spend time to look inside their business to know how things are getting done but also look outward to get deep understanding of their customers.

Process has indeed come a long way from it humble routes amidst the early industrial revolution and Adam Smiths ‘Wealth of Nations’.

Although many in Western economies are (still) in a state of denial, we are undergoing the greatest reorganization in the business world since the Industrial Revolution. No matter what industry you are in, no matter how successful you are, it's time to get ready for the world as it will be --a world where your customers have new choices from a sea of suppliers from across the globe. Peter Fingar   Author of Extreme Competition: Innovation and the Great 21st Century Business Reformation

One of the first people to describe process was Smith who in 1776 describes a new way for process in a Scottish pin factory. He outlines the production methods and created one of the first objective and measureable enterprise process designs. The consequence of 'labour division' in Smith’s example resulted in the same number of workers making 240 times as many pins as they had been before the introduction of his innovation.

Adam Smith participated in a revolution that transformed the planet. He lived at a time when the confluence of factors, political change, emergence of the New World, industrialization and a new optimism that the world could move from the shackles of the past.


In heralding a movement that developed into Scientific Management the foundation was laid that established a way of working that has survived and thrived for 200 years.


And yet now, more than ever, is a time to perhaps take a careful glance back to the past to guide the way for not only surviving the current economic turmoil but to also prepare us to thrive in the seismic shifts of the 21st century ‘new world’ order where the customer has become central to everything we do.


Leading global corporations are now evolving their tried and tested approaches into methods suited to the changed challenges of customer promiscuity, globalisation, IT innovation and the Prosumer. That is the essence of what we call Outside-In.

"The Customer Experience is the Process"
Outside-In can really be summarised in the statement that “the customer experience is the process”.  We can no longer just look within our organisation boundary to create a sustainable competitive advantage. We have to extend our scope and embrace a broader view of optimising process by understanding, managing and developing customer expectations and the associated experience. We need to articulate Successful Customer Outcomes and let those guide our product and service development as we move beyond the limiting scope of silo pyramidal based left to right thinking.

In 2006 BP Group Research identified the ‘Evolution of Approaches’ and how steps can be taken to grow Lean Six Sigma’s influence and success into a strategic Outside-In toolkit. In fact the last 4 years are seeing the fruition of these advances with Best in Class 2009 & 2010 Award winners PolyOne, a dyed in the wool Lean outfit, advancing their stock price six fold in 18 months on the back of radical and innovative changes across its customer experience.

Some see Outside-In as the death knell for approaches such as for old style BPM, BPR, TQM and Lean Six Sigma. This is not so. This narrow and simplistic view does not acknowledge the stepping stones available to embrace the new customer centric order. In fact the foundations of our futures are always laid on the learnings of the past with those innovators who recognise the need to evolve leading that charge.

Victory will go to the brave who seize the moment and push forward their approaches into the brave new world of Outside-In. The sector leaders have set a precedent - can you embrace the challenge?

All the Best, Steve

* * *

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

	Community and social networking – Join the BP Group	LinkedIn	http://bit.ly/joinbpgroup
	Outside-In The Secret of the 21st Centuries leading companies	Book	http://bit.ly/OutsideInApple http://amzn.to/Outside-In
	Interview Harvard Business Review with HBS Professor Ranjay Gullati	Video	http://bit.ly/RanjayOutside-In
	Interview Wharton Business School with WBS Professor George Day	Video	http://bit.ly/WhartonGeorgeDay
	Interview Affecto University with Steve Towers	Video	http://bit.ly/SteveTowersOutside-In
	Interview by Megan James (IQPC)	Video	http://bit.ly/MeganJamesOutside-In
	Downloadable keynotes and slide shows	Presentations	http://www.slideshare.net/stowers/
	Professional – Certified Process Professional program	Qualifications	http://www.bpmbox.com
	Don’t give customers what they think they want - Steve Towers	Article	http://bit.ly/3xUIn4
	Evolution of Process Excellence Approaches - BP Group	Research	http://bit.ly/Fw5Kv
	Outside-In - Interview with Blog Radio’s Gienn Weiss	Podcast	Outside-In (15 mins)
	The Best Performing companies Millward Optimoor	Research	http://bit.ly/uAyVW
	UPCOMING CONFERENCES ON THE THEME OF PROCESS EXCELLENCE, ENTERPRISE BPM AND OUTSIDE-IN	Resources	http://linkd.in/EventsOutside-In