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!

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
 

The 5 most popular Lean Six Sigma Articles

Google tells us that lean thinking and practice has had its heyday. However, the overlay of ‘digital everything’ makes processes more important than ever, so what are the leading Lean Six Sigma articles of the last 12 months?


5th: Why Lean Six Sigma is a necessity in every industry

Intelligence Quality
Intelligence Quality is a Management and Business consulting firm that specializes in Lean and Six Sigma strategies. 

“There is a false notion about Lean Six SIgma wherein it is a waste of money to incorporate the concept in the company, however, one fails to realize that like any other department, Lean Six Sigma is a necessary method that every industry must follow in order to rectify their financial curve.”

Jump to the Full Article here.

4th: 5 Process Improvement Strategy Trends of Future-Ready Firms | AccountingWEB

Dustin Hostetler

Dustin Hostetler is a Lean Six Sigma consultant and shareholder of Boomer Consulting Inc.  As a Lean Six Sigma Master Black Belt with extensive experience working inside a large regional CPA firm, he has taken proven Lean techniques from the manufacturing floor and tailored them to bring groundbreaking value to public accounting firms

 
“The firms that have been comfortable with status quo, quite frankly, are going to be rudely awakened as the intersection of technology and process continues to change the game around them. I can’t help but think of companies like Blockbuster and Kodak that were at one time comfortable with the status quo.”

Jump to the Full Article here.

3rd: The 8 forms of deadly waste in LSS

Scmula.com

As a provider of LSS services and resources Scmula helps people ‘get’ techniques and approaches, tried, tested and proven.

“Lean Six Sigma is one of the most advanced and effective methodologies available for business process improvement and optimization. It is especially adept in battling a wide range of problems and inefficiencies. To help better understand and deal with waste, this approach classifies them into the 8 Forms of Deadly Waste. This classification is important because it makes waste much easier to uncover and then eradicate. It also helps you identify environmental improvement opportunities.”

Jump to the Full Article here.

2nd: The Amazingly Awesome list of LSS books

GoLeanSixSigma (May 2017)

One of the leading providers of training in the space periodically publishes ‘books most read’.

“What’s a good book to read if you want to succeed at process improvement? Is Lean Six Sigma all about manufacturing? Are there any about the service industry? HealthcareGovernment?…”

Jump to the Full Article here.

1st: Lean Six Sigma is everywhere

GoLeanSixSigma

This one for March 2017…

“Do you ever walk into a store and know at a glance where to find what you need? Do you notice that seemingly long lines can often move really quickly? Do you find yourself wondering why things don’t go horribly wrong more often? Lean Six Sigma is at work!”

Jump to the Full Article here.

Recent Articles: www.cxobsession.com

Upcoming Events > Denver | Washington DC | London | : www.bpgroup.org

Ciao,
Steve aka CXObsessed

The Customer Feedback CONSPIRACY

Of course, you are asking for customer feedback. Yes?
 
Opps, sorry, that is one of the dumbest things you can do.  Don’t take my word for it – watch this amusing video with James Dodkins keynoting at the recent Lean Six Sigma conference in Iceland.


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

Certified Process Professional Masters Champions (CPP-Master) Program (and ACXP)

An internationally recognized program with proven track record delivered by been there and done it coaches more than 180 times, in 64 cities with delegates from 118 countries.
The program, now in its eleventh 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 or ACXP and demonstrate your professionalism http://www.bpgroup.org/training.html

The Ten commandments of Customer Experience

It is good to have a guide in life. Many of us share political creeds, religious beliefs and codes of honour to guide our decision making. Wouldn’t it be crazy good to have the same for the doctrine of Customer Experience? When I co-authored the best selling book “CEM Success without Exception” back in 2006 Customer Experience Management was in its infancy. 

Now twelve years later we have the accumulated wisdom of the giants of CEM, proof that focus on Successful Customer Outcomes, Outside-In and working backwards are fundamental to winning organizations.

It is with these thoughts in mind and the worthy experience of many that I set pen to paper to craft these tenets as guidelines for all of us seeking to maximise our deployment of Complete Experience Management.

1. Customers are first, center and last for everything.

Understanding that all the work an organization undertakes ultimately stems from a customer interaction is key. Work to engineer every experience to the optimum.

2. Listen to the questions customers ask you.

Resist voice of customer surveys (they are biased and unrepresentative) and focus on understanding and articulating needs – the Needs of the Customer.

3. Stop selling and let people buy.

Customers are now prosumers and most know what they want and how to get it. You will not win them if you force sell; in fact, you will make enemies of them.

4. Map the Complete Experience.

This is both the stuff the customer sees (the customer journey and the brand promise) and the work that takes place across the rest of the organization to support all interactions. Combine those the Employee Experience and the Customer Experience you are nearing the Complete Experience; these are not separate things but should be viewed through the same lens.

The CEMMethod.com can help you in seeing the Complete Experience. 


See also 6 step ‘Duck Theory’ videos: http://bit.ly/DuckTheoryJames

5. Create your brand and be the brand you create.

Customers develop trust when you say what’ll you do, and then do what you say. Conversely, do not project yourself as something you are not.

6. Be consistent and truthful across all your channels.

Customers will interact in ways and times that suit them, so ensure you keep a coherent message across all experiences.

7. Act on People liking people.

Do not hide behind automation, whether that is voice systems, web interactions or even text messaging. The most intimate relationships are formed with people, not computers.
Keep in front of the song.

8. Creating memorable experiences requires anticipation and coordination.

Fix problems before they happen, and when problems do arise (they will) pull out the stops to put things right.

9. Design every customer experience for the category of customer.

You should never ever treat all customers in the same way. Personalization and direct communication are proven winners in an era of standardization.

10. Employees are your first customers.

If they ain’t happy your paying customers won’t be either. Treat your people well and let them know they are the most critical part of the brand and the total customer experience.
 
Join us for Complete Experience Management with coaching, training, consultancy and Certification at www.bpgroup.org 
 
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

ACX and CPP Masters Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 270 times, in 67 cities with delegates from 116 countries.

The program, now in its twelfth 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 ACX or CPP-Master and demonstrate your professionalism http://www.bpgroup.org/training.html

How to Meet the challenge of the Digital Customer – Video & FREE Book

Here is a two-minute snap video and a copy of Outside In The Secret, the seminal book that will change the way you think about work forever.

Process and Customer – stevetowers

Join your fellow professionals in getting more scientific about the Customer Experience.


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

How do you make Customer Experience Management Real?

Customer Experience Management (CEM) has become an established strategic objective for progressive organizations. How can we integrate this Outside-In thinking and practice into our own businesses?

It is customer centricity… but not as we know it.

Do you want to get in the picture? Join us soon at a session in a city near you…


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

Top teams? Results? bah, humbug.

What do the top teams want to see? What do they crave?

Answers on a postcard please…

Seriously though it is results. if what you are doing in the organisation does not contribute to improving the bottom line consistently you are dead in the water. All those fancy projects, training events, greenbelts qualified etc. mean nought if there is no apparent delivery to the bottom line.

Are you projects contributing to the bottom line or are you simply content to come in on time, to budget and achieve the deliverables? Are you content to deliver even more training to the workforce without establishing the true value of the work you do?

And when we say the bottom line contribution we should mean winning the triple crown – lowering costs, improving service and growing revenues. Winning the triple crown in other words.

So self audit time…

Global leader in Lean Six Sigma (owner of the 370,000+ Linkedin group) provides terrific insight…

My advice is that mapping and modeling can be useful when they help take complex stuff that is hard to analyze and understand in our individual minds and converts into simple and visual stuff that Many Individual Minds can collectively understand. 

Just remember that regardless if you just need a Gemba Walk to observe the process real-time or advanced Systems that allow us to observe real-time or one-moment static snapshots, we are better served when collaboration with many minds (even those that disagree with us) is where most of the learning and understanding will take place. 

That we need to be suspicious of the models because they are built on assumptions and so always be prepared for the unknown or unseen, and that the usefulness/purpose is better served when we can directly link to the strategic business and customer value we are seeking to achieve.

Steven Bonacorsi


Connect with Steven at: sbonacorsi@comcast.net 
And join his Group on LinkedIn: https://www.linkedin.com/in/stevenbonacorsi
See Steven on the Compass Business Club: https://www.youtube.com/watch?v=aPjMwXegTTI


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

Careful good stuff follows… Hoshin kanri is Direction Planning = Compass Business Club

When you get down to it why would you pay a $1?
Yep One lousy USD. What is in it for you?


What if I said I had for you the global thought leaders with unique content every month…

http://bit.ly/30daysfor1dollar

Where could you find a complete FREE Lean Six Sigma course underwritten by the BP Group, The Academy of Customer Experience and the British Institute of Quality Management…

How could you meet, talk with and learn from the worlds leading LinkedIn business owner with a club of over 370,000 people…

Why should you be bothered?
http://bit.ly/30daysfor1dollar

Who can deliver all this and terabytes more of DIRECT, USEFUL, IMMEDIATE stuff for ONE USD?

I get it you can’t be hassled to click the link. 

Here’s some of the guys who you will be missing. Now don’t let me tell you this is one NOT TO MISS.
After all you probably have it all anyhow? 


If you too like me appreciate excellent VALUE for goodness sake click the link.
http://bit.ly/30daysfor1dollar
If you don’t like what you see I will pay you 100 times your $1 investment. PROMISE.
Gordon Bennett, it doesn’t get better eh?

Who’s on the INSIDE One dollar away…
http://bit.ly/30daysfor1dollar

http://bit.ly/30daysfor1dollar