>> CEM Telcoms 2018 <<
Los Angeles, October.
This groundbreaking event features the latest bold discoveries in the realm of CX, including the appearance of our very own James Dodkins as Customer Experience Rockstar.
And yes he is bringing his guitar and will be playing onstage – now that is a conference with a difference.
Steve Towers will also be keynoting on the theme of the Outside-In Strategic Matrix.
>>> Competition and Promotion Time! <<
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Here is my LinkedIn name:
Steve Towers, CEO, ACXC and CPP Champion – https://www.linkedin.com/in/stevetowers/
So how do you get your hands on five hundred bucks?
Simple, put your qualification after your name!
Here is the list: ACXM – Accredited Customer Experience Master ACXP – Accredited Customer Experience Professional ACXC – Accredited Customer Experience Champion CPPM – Certified Process Professional Master CPP – Certified Process Professional CPPC – Certified Process Professional Champion
So change your LinkedIn title, drop me a note on LinkedIn to say you have done it and we will put you in the monthly draw… oh and good luck!!
During my encounters with global business leaders, I am frequently asked the question of what is the difference between Lean Six Sigma (LSS) and Customer Experience Management Method (CEMMethod™), a dynamic approach for helping people and enterprises successfully embrace and realise the benefits of the Customer Age.
Often the question is prompted as a consequence of the huge investment many large corporations have made into up-skilling their people and processes to LSS. Many times those same executives are querying the return on those investments and hence now looking at more progressive alternative approaches to evolve their business performance.
For those familiar with Outside-In thinking and practice the difference is fundamental however if you haven’t been exposed to such training or working in one of the worlds leading Outside-In companies it would be good to have a short comparison of the key thematic differences.
In the interests of full disclosure, I was an Industrial Engineer qualified as a Lean Master and Six Sigma Master black belt and I see and witness the significant differences every day. Does the implication of the difference mean we should abandon LSS? No, far from it. In fact, integrating the Outside-In perspectives into existing programs is a proven tried and tested way of advancing LSS to the centre stage of winning performance.
Case in point is a North American plastics extrusion company. They had previously been a powerhouse of Six Sigma, grown into and become a Lean ‘Toyota way’ dynamo only to run into the problem of diminishing returns.
Investing just as much in getting better the decreasing returns and eroding margins made it an issue at the top table. In true pragmatic Texan style (their CEO is from Dallas) they embraced Outside-In big time. Over 6-9 months people were upskilled for the Customer Age and then let loose to transform the organization. Not only did they save their bacon they are now a world-leading company. And what do they call their program? OIL – Outside-In Lean. Nice eh?
So be pragmatic. Look for the bridges from here to there and you can have the best of both worlds.
Table 1: Comparison of some differences between Lean Six Sigma and the CEMMethod™.
Lean Six Sigma
Customer Experience Management/Outside-In
Customer Digital Age
Improve current work
Align to achieve SCO’s
Process will exist at the end of a review
Processes may be removed
Focused on improving outputs
Focused on delivering Outcomes
Triple Crown achievement (Cost/Service/Revenue)
Accepts the functional hierarchy
Proposes the appropriate structure to deliver SCO’s
Joseph Michelli is an American psychologist, speaker, and author. He began writing business books in 2004 with Best-selling books including The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and Driven to Delight.