Lean SixSigma - CX Obsession - for CX and Process people

The 5 Secret Steps to Process Masterdom

Do you ever have that sneaky feeling that we can get so much more out of our business processes? Are you Struggling to get support from the organization for your change? Are you curious about what are the best proven techniques (that go way beyond Lean and Six Sigma)?

If so you are in the right place!

THE USE OF THE RIGHT APPROACHES WILL REDUCE COSTS BY AT LEAST 30% (and at the same time significantly improve customer satisfaction!) – 100% Guaranteed
Steve Towers

This FOUR day 5 Hours per day program shows you how using the REAL LIFE work you are doing! Come get upskilled and take back IMMEDIATE improvements that realise tangible benefits from the get-go.

Review the Preview here: https://experienceprofessional.com/cppm_preview

REVIEW THE CPP MASTERS HERE

Here are just some of the recent testimonials:

Let me take this opportunity to thank Mr Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏
Benignus Otmar, Tanzania

Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.
Natasha Doren, South Africa

Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable.
Reem Elsadig, Sudan

Thanks Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and time to response all our questions! God bless you, thanks a lot!
Yanese Angeles, Dominican Republic

You started me out on this journey my friend. Thanks for letting me live out my passion!
Molly Redenbaugh, Iowa, United States

Thank you! It’s been an amazing journey and you have been a great mentor.It was an honor taking your class, I am now a confident CPP Master🙏🏾
Masele Masudi Msita, Tanzania

Thank you Steve for high-quality wonderful Master. I thought the course was brilliant.Thank you for everything.

Join our upcoming Coaching and Accreditation sessions online, LIVE & Interactive

Professional Webclass	Starts	Duration
Accredited CX Master (ACXM)	16th Nov	4 days @ 5 hours per day
Certified Process Professional Coach (CPP-Coach)	3rd Nov	4 weeks @ 3 hours per week
Certified Process Professional Champion (CPPC)	9^th Nov	3 days @ 5 hours per day
Certified Outside In Master (COIM)	17^th Nov	7 weeks @ 3 hours per week
Certified Process Professional (CPP)	23^rd Nov	2 days @ 5 hours per day
Certified Process Professional Master (CPPM)	23^rd Nov	4 days @ 5 hours per day
Accredited CX Champion (ACXC)	1^st Dec	3 days @ 5 hours per day
Certified Outside In Champion (COIC)	8^th Dec	3 weeks @ 3 hours per week

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 Outside-In thinking and practice?

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™.

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

Connect with me on LinkedIn: https://www.linkedin.com/in/stevetowers/

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.”