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).

Sydney http://bit.ly/PEX_Sydney

LasVegas http://bit.ly/BPX_LasVegas

Orlando http://bit.ly/PEX_USA

Hopefully see you there 🙂

Download the latest (version 8) CEMMethod and associated resources

BP Groups 22nd annual Survey and new materials exercise underway. Provide your feedback by answering just 7 questions and get access to the very latest materials.

The CEMMethod ™ has just completed into version 8 and has significantly more hand holding than before. We have incorporated the latest thinking and ‘next’ practice so its bang upto the minute for new and veteran practitioners.

Access the survey here: https://www.surveymonkey.com/s/Z5VZ2QG

The CEMMethod infographic

Will you Fail?

From the desk of James Dodkins

We can probably reasonably observe, without fear of understatement, that the

customer has changed forever. The reason our organisations exist, the people

who pay our wages, the cause of all the work we do has evolved beyond

recognition.

And yet has your organisation changed in response to this evolution?

Do we do our work in a different way from the last century?

Is work still flowing top to bottom and left to right?

Are we thinking about how our processes connect with customer success?

In the BP Groups research and experience with the leading companies of the

21st century the answer is … YES, some in fact do understand and act on

this new imperative. However the majority, including some previously

prestigious names are not getting it. Look at the troubles of Nokia, Kodak,

Sony, British Airways, Air India, United… the list is extensive and

disturbing.

For our examples of successful transformation and realignment we can include

Emirates, Zappos, Zara, Apple, Indigo, Hallmark and BMW. A wide selection

from different industries, cultures and operating models. We will get to

specifics later, for now let’s review the reason for their successful

adoption of Advanced BPM, otherwise known as Outside-In. The customer!

If things are changing faster Outside than in you will fail

The accepted business wisdom until the end of the last century was the

adoption and exploration of ideas originally described by Adam Smith in theWealth of Nations, published in 1776. This seminal work introduced the world to the concept of the sub division of labour.

Written during the advent of the industrial revolution the ‘Wealth of Nations’ created a framework for organising manufactories and people into similar skills and disciplines. In fact the original work in a Scottish pin factory demonstrated 20 fold improvements to productivity and as such became a template for achieving industrial and commercial success.

Two and a half centuries later the model is still taught in business schools and academia as the way to structure and organise work. After all it worked for 200+ years?

We can’t solve problems by using the same kind of thinking we used when we

created them (Einstein)

And there is the rub. The challenges we face in the 21st century are very different to those being addressed by Adam Smith and the industrialists of the Napoleonic era.
Let’s get to grips with some of the shifts…

Kindest Regards

James Dodkins

Chief Customer Officer

BP Group

Twitter – @JDodkins

Successful Customer Outcomes Revolution (SCORe)

James Dodkins, BP Group Executive Coach and CCO, takes us through a simple example of creating the SCORe, an initial stage in the CEMMethod(tm).

BP Group Certified Process Professionals are coached in the approach which uncovers customer needs (even when they don’t know themselves!). For the latest courses across UK, South Africa, USA, UAE, Australia and Singapore see http://www.bpgroup.org and join 80,000 others worldwide.

PEX USA – another great win for IQPC

The annual event in the USA (now in its 15 year) attracts the very best of the community and this year was no exception.

With stimulating speakers and a awesome Awards program* the IQPC team lifted the bar a notch or two higher. http://www.pexweek.com/ which also includes the PEX BP Group Certified Process Professional two day program.

This year more than 40+ people from across the globe qualified as Certified Process Professionals to join the 25,000 in the least 4 years.

You can already review and sign-up for the next years – which on behalf of the BP Group – I highly recommend at http://www.pexweek.com

Note: For those of you in South East Asia I will be chairing that event http://bit.ly/PEXAsia2014 in February.
The two day CPP workshop is featured on Monday/Tuesday 24-25 February is a most have for the aspirant business process specialist.

*we are running a feature on the PEX 2014 Awards program later this week.

Links for those hungry for Outside-In and advanced business process transformation

http://www.successfulcustomeroutcomes.net – 283 articles on Advanced BPM

http://bpcommunity.blogspot.co.uk/ – 200+ articles on business process transformation

https://www.youtube.com/user/snoozers69 – Over 50 videos on the theme

http://www.slideshare.net/stowers/ – More than 70 presentations (downloadable)

http://www.bpgroup.org/ – 80+ courses leading to the Certified Process Professional qualification (CPP) all over the globe through 2013/14

http://www.oibpm.com/ – for all things and links Outside In

http://www.certifiedprocessprofessional.com/ – Professional qualifications since 1992

http://www.processmiracle.com/ – FREE course featuring the Secret Sauce

http://www.bpgroup.org/their-opinion.html – Testimonials about us

http://bit.ly/joinbpgroup – 11,000 members networking with ideas

CPP Masters Advance release of 2014 program (book now at EARLY BIRD prices)

Professional advancement? 2014 program released Oct 1
Amsterdam BP Group CPP Professional®, Masters®	27-Jan-14
Orlando BP Group CPP Professional®, Masters®	3-Mar-14
London BP Group CPP Professional®, Masters®	7-Apr-14
Bangalore BP Group CPP Professional®, Masters®	26-May-14
Dubai BP Group CPP Professional®, Masters®	1-Jun-14
Brisbane BP Group CPP Professional®, Masters®	14-Jul-14
Cape Town BP Group CPP Professional®, Masters®	21-Jul-14
Denver BP Group CPP Professional®, Masters®	11-Aug-14
London BP Group CPP Professional®, Masters®	15-Sep-14
Sydney BP Group CPP Professional®, Masters®	27-Oct-14
Singapore BP Group CPP Professional®, Masters®	10-Nov-14
Dubai BP Group CPP Professional®, Masters®	7-Dec-14