PARTNERSHIP >> CONFERENCE >> $500 UP FOR GRABS!

BPG News Update:
1. New Partnership Launched
2. Upcoming Recommended Conference (featuring the CX Rockstar)
3. New Competition – Promote yourself and win $500

> New Partnership launched in Australia/New Zealand <<
IQ Group Australia partner with BPG to deliver CEMMethod™ training ‘down-under’ starting this month!
See the Press Release here: http://bit.ly/BPG_PR
Register your interest:
http://www.iqgroup.com.au/customer-experience-management-method-course/

>> 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.

Review the event here: https://cemtelecoms.iqpc.com/speakers
Ping me if you want to be there, and we’ll get you a discount:
mailto: steve.towers@bpgroup.org

>>> Competition and Promotion Time! <<
This is how to win $500 by doing something really simple.
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!!

Ciao for now,
Steve

Bridging the Gap (Industrial Age > Customer Age)

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.
Plastic extrusion starts with pallets
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.

Element
Lean Six Sigma
Customer Experience Management/Outside-In
Mindset
Industrial Age
Customer Digital Age
Focus
Improve current work
Align to achieve SCO’s
Intent
Process will exist at the end of a review
Processes may be removed
Results
Focused on improving outputs
Focused on delivering Outcomes
Cost reduction
Triple Crown achievement (Cost/Service/Revenue)
Structure
Accepts the functional hierarchy
Proposes the appropriate structure to deliver SCO’s
Techniques
Effect based activity (value/ non-value added – waste identification – SPC etc.)
Causal based activity (what creates the work in the org. then let’s fix the causes)
Intelligent Processes
No mechanism exists to ensure processes are intelligent
Specifically designed to implement and mature intelligent processes
Customer
End to End working e.g. SIPOC
Centric working – the customer is at the heart of everything that happens
Are at the end and the beginning of processes
Are enlightened, Promiscuous, Rebellious, Prosumer, Multi-channel, high expectations
Enterprise objectives
Operational and tactical. Aims to fix process.
Strategic and Operational. Aims to implement a sustainable architecture.
Scope
Process based improvements
Enterprise-wide transformation
Other Customer Age resources to explore:
Outside-In The Secret: www.outsideinthesecret.com
CEMMethod™: www.cemmethod.com
Certified Process Professional: www.certifiedprocessprofessional.com
Training: www.bpgroup.org/training.html
 

CX Rockstar James Dodkins interviews Joseph Michelli – driven to delight?