6 Ways to Transform Process and the Customer Experience (at the Same Time)

Steve Towers Keynotes

Where do I start?

I was keynoting a conference in Europe recently, and senior executives in the room were getting the rationale behind moving Outside-In. However, there seemed to be two perplexed groups in the place.

One was what a refer to as the ‘traditional process guys’, and the other ‘the customer is first people’, and interestingly they both asked the same question “Where do we start?”

My honest and most direct answer is “You do not have a choice. You have got to start where you are and go from there!” OK, I get what you’re thinking, how could they take that away and begin to transform their organizations?

So, I walked them through TWO distinctly different ways to navigate to Outside-In working and practice, depending on your mindset, enterprise history and maturity. For the two categories of customer in the room, the NEEDS are the same, just the way they navigate to achieving them is different.

What are the Results?

From a results perspective, both approaches focus on winning the triple crown, that is Improving Service, Growing Revenues and Reducing Complexity (and hence lowering costs).

ApproachProcess EngineeringCustomer First
FocusProcess is the starting pointStarts with Customer Needs
ScopeReengineering the ProcessesAligning everything to Customer Needs
IntentionBuild out from Process to Department to Division to EnterpriseArticulate Successful Customer Outcomes and Remove the complexity of things that do not contribute to it
BenefitsLocal wins building to business-wide transformationImmediate delivery against Triple Crown benefits
Executive Buy-inSlow burn, however when they see the benefits and ‘get it’ the support is significantStarts at the strategic level so influences everything the organization does
RecommendationIf your remit is just ‘improving processes’ this approach will get you their steadily, however, the challenges facing traditional business are seismic so is there time? So, make immediate gains but push hard for more quickly.By demonstrating the value of ‘customer first’ in terms of the triple crown the enterprise can align quickly and effectively. Importantly avoid the ‘soft and fluffy’ sentiments expressed by many in the customer experience world.

How can I Implement?

Back in 2006 the BPG launched the CEMMethod™ and built out an approach, using the 50+ techniques based on global next practice from companies like Virgin, Zara, BMW, Zappos, Apple and Emirates. Since then more than 3,000 companies in 116 countries have become accredited and certified to transform their processes and organizations.

Now in version 11, the choice you make in deployment is based on your ambition and remit within the enterprise.
If you are a leader needing to embrace the digital customer ‘Customer First’ leaps out as the main option. Alternatively, if you are in a traditional process-based business (lean, six sigma, BPM etc.) the more conservative ‘process engineering’ approach may be preferred.

You can access the following resources that will help you make an informed choice:

CEMMethod™ – review its potency and pedigree:
www.cemmethod.com

Outside-In The Secret of 21st century companies (free access): http://bit.ly/StevesOIBook

The Accredited Customer Experience Program 2018-19: https://www.bpgroup.org/acxp1819.html

The Certified Process Professional Program: https://www.bpgroup.org/certifiedprocessprofessional.html

I look forward to guiding you to transformation when you are ready!

Dubai calling for the 4 day ACX Masters program – Upskill now…

What are you doing in the GCC this April? The Dubai ACXM and this Award winning class should be high on your options list.

Class of Orlando, 2016 wins the CPP Masters crown

Congratulations to the new CPP Masters in Orlando. A great week was had by all with Paul Pennanen, Tommy Chance, Grant Torben Greenall, Randy DeSpain, Mike Fenocketti and Danielle Hollis stepping up.

In fact Paul Pennanen (left) made his return ten years after his original CPP Mastership. His original class of 2006 keeps in touch and Paul admitted “It was time to renew. And boy this is so different to back then.”

You can review upcoming classes – just don’t leave it as long as Paul…

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Down-Under is tops at Outside-In

Sydney is a beautiful place slightly tempered this week by the near record breaking cold nights. Well it is winter after all and the days warmth more than compensated for the chill mornings. 
We also experienced another excellent  programme in North Ryde, qualifying another 15 Certified Process Professionals (CPP’s). An intense three days embracing case studies, videos, toolkits and presentations culminated in the certificate presentation. 

Congratulations to one and all.

Welcome to the CPP fold (l to r): Jonathan Chan, Eddie Kivijian, Steve Connelly, Daniel Musumeci, Diane Ingold, Winnie Mujunen, Bernadette Abanador, Anne Gregory, Leonardo Caceres, Shannon Cunneen, Anne Phibbs, Deb Samuels, Mark Tyas, Kate Field,  Jim Tzikas (not in picture).

The next Australia Open sessions are in few weeks time in Sydney (the 13th Masters) and Brisbane (the 10th Masters) – see http://www.bpgroup.org/certification-by-city.html for more information.

Accredited Champions, Professionals and Masters.

This year we are pleased to announce several new organizations stepping up to achieve Accredited Status. It is a recognition of the investment and desire to transform business processes positively and deliver exceptional customer experiences, whether those customers are consumers, other businesses or internal departments. Congratulations to all the individuals, sponsors and companies!

BPGroup Accredited Champions


Accredited Champion Organisations

have achieved a minimum of two or
more CPP Champions
Modern Pharmaceutical Company
British Nuclear Fuels
IQ BUSINESS (South Africa)
MEDICLINIC
Bbraun
Caravel Group (NZ) Ltd
Old Mutual
The Nature Conservancy

Upcoming Session

London CPP Champion 

BPGroup Accredited Masters

Accredited Master Organisations
have achieved a minimum six or more CPP Masters

Workers Compensation Board
Citibank
ABSA
Bank of Valletta
AIA

Ergon Energy

Nedbank Limited
Cap Gemini
Aspire Group
Uganda Revenues
IQ BUSINESS (South Africa)

Upcoming Sessions
London CPP Masters
Denver CPP Masters
Brisbane CPP Master 

BPGroup Accredited Professional

Accredited Professional Organisations
have achieved a minimum of six or more CPP Professionals

WCB
Reliance
EQUATE Petrochemicals Co
Manulife Indonesia
SunGard
Nigeria LNG

Upcoming Session
Sydney CPP Professional