The illusion of Process Modeling

The way we model process from the organizations perspective is a big part of the problem
If you think of the world as a production line you may be trapped by the conventions of industrial age thinking and practice. Most process and business models represent the flow of work and information NOT the actual customer experience. Worse than the model we then automate it. This Inside-out perspective explains the demise of so many previously successful 20thcentury organizations  – Kodak, Nokia, Blockbuster, Blackberry to name just four. What used to work failed them as the customer became promiscuous, choosey, rebellious and ultimately the decision maker as to whether a business succeeds or not by simply voting with their feet. 
Ultimately the way you do business is determined by business processes, the technology that supports the processes and the skills of your people in delivering successful customer outcomes (sco’s).
If the pictures you create do not reflect the achievement and contribution towards the sco you wlll fail also.
So we need to better model reality. Warts and all. We should see the process for what is – a customer experience and understand it accordingly. That then reveals a treasure trove of possibilities for improvement, innovation and future success. Ironically the modeling purists observe this type of mapping looks very messy, and you know they are right. 
If it looks a mess it is because… it is a mess!
 So now we have a better fix on reality, both from the customers viewpoint and all the real stuff (not sunny day scenario) that is going on within on company. How do we move from this to a process that delivers the triple crown – lower costs, better service, growing revenues? That is our next piece…


Getting it together

Your car is German. Your vodka is Russian. Your pizza is Italian. Your kebab is Turkish and your democracy is Greek. Your coffee is Brazilian and your movies are American. Your tea is Tamil and your shirts are from India. Your oil is Saudi and your electronics are Chinese. Your news is British and your love is French. Your numbers are Arabic and your letters Latin. Your music is ethnic and your home is family. And yet you complain that your neighbor is an immigrant?

We are all in this together. So let’s smile, join hands and get on with it.

Process Excellence in Australia and New Zealand

With just a few days to go Australia is gearing up for the Annual Process Excellence conference in Sydney. Along side the unique and exclusive case studies there is networking and exchanging of stories covering process, performance, customer experience management and the digital customer. 

In addition to the networking and learning there is also the Annual Awards process. The categories are extensive including: 


·     Best Improvement Deployment Project – Large Organisation Award
·     Best Deployment Leader Of The Year Award
·     Best Customer-Experience Improvement Initiative Of The Year Award
·     Business Transformation CEO of the Year
·     Young Business Improvement Practitioner of the Year

In 2014  I had the pleasure of presenting Dr. Morgan Jones (Executive

Manager at Commonwealth Bank) with the Award for Biggest Contribution to Business Improvement Industry in Australasia, and Business Improvement Manager of the Year. Morgan has also been acknowledged in 2013 with fellowship in the Institute of Mechanical Engineers to reinforce his standing in both Australia and on the world stage.

Join Morgan and other leading process professionals at this years 10th Process Excellence event:

BPM helping in healthcare

BPM helping in healthcare: We continue our occasional series on how different industry sectors are supported through the deployment of BPM – both as a technology, way of working and sustainable means of delivering the Triple Crown (lower costs, higher revenues and enhanced service).

Ottawa hospital won best project category at the annual PEX event in Orlando earlier this year. It is an annual forum sharing and exchanging information in and around BPM, Process Excellence and Customer Experience Management.

The next USA PEX event can be reviewed at:

other recommended conferences on the theme include:
Australia (July) –
USA (September) –

Certification in Customer Experience Management, Process Management and Outside-In?

Hard to believe that it is already the second half of 2014. Where does time go these days?

There is no time to delay that next oomph and career boost with some specific hands-on training based on the approaches used in the worlds leading companies. As an individual the Certified Process Professional qualification is the gold standard with a proven pedigree of 28,000+ CPP’s since 2009.

Are you responsible for Process Management?
If you are responsible for your organizations processes, performance management and/or the Customer Experience you can go further and bring the program in-house and have it customized around the CEMMethod for your specific environment. You will be joining organizations like Citibank, WCB, Nature Conservancy, IQ Business, Old Mutual, Mediclinic, Bank of Valleta, AIA, Vodacom, Aramco, NBAD, Reliance, ABB and dozens more – and that’s in the last two years!

The next 3 and 5 day Open 2014 classes in the USA, South Africa, Australia, UAE, Singapore and the UK.

This week we are in South Africa for the CPP Masters program co-hosted with African partners IQ Business – follow progress via #certifiedprocessprofessional.

Here’s the team shot of the last session in Johannesburg a couple of months ago.

Recommended Conferences for Customer Experience, BPM and performance management

If you are taking some deserved downtime then note your diaries to re-invigorate your return to work for three highly recommended conferences in the next six months – rich in case studies and practical take-a ways (not the talking head boring stuff).




Hopefully see you there 🙂