moments of truth - CX Obsession - for CX and Process people

Voice of Customer (doh)

Business Process Management – what is it?
http://youtu.be/NO54KXxTp9I

Moments of Truth – what are they?
http://youtu.be/OT_2cqMtrUw

Breakpoints and Business Rules?
http://youtu.be/_8KSN_McWIg

Successful Customer Outcomes (SCO’s) http://youtu.be/u4keI_kmdxM

Voice of Customer? http://youtu.be/bTbHrxi1Vq4

Latest CPP program – Levels 1-8
http://www.bpgroup.org/certification-by-city.html

Linked In (Over 10,000 members now) BP Group overall 85,000
Certified Process Professionals 25,000+

3. Moments of Truth and alignment

3. Moments of Truth and alignment

Having identified the MOT’s and understood their Type we can ask ourselves do they explicitly contribute to the achievement of a Successful Customer Outcome. In a very direct way you can see MOT’s that are moments of misery, and those that are moments of magic.

Naturally we wish to eradicate the moments of misery, and optimize the moments of magic. Famously Scandinavian Airlines, under the leadership of Jan Carlson, set about removing unnecessary MOT’s and in doing so became one of Europes leading airlines in the late 1980’s.

How many MOT’s can you find, what type are they and do they contribute to a Successful Customer Outcome?

2. Moments of Truth (MOT) and their usefulness.

2. Moments of Truth (MOT) and their usefulness.

Any interaction with the customer is a MOT. There are of course many different types of interaction and we can summarize them as follows:

Person to Person –

Person to System –

System to Person –

System to System –

Person to the Product or Service –

Product or Service to Person –

Let’s review examples of each.

Person to Person.
In a shop. Buying a ticket at a manned ticket outlet. Meeting a supplier. Anything in fact that involves a direct interaction between people.

Person to System.

Navigating an Automated Voice Response system. Paying for a parking ticket from a machine at the airport. Interacting with a cell phone.

System to Person.

Receiving a voicemail on your phone. Showing your passport to an automated immigration check. Requesting money from a ATM.

System to System.

The interaction between your machine and a server when you send an email. Your car navigation system interacting with a GPS system.

Person to Product or Service.

Operating a vacuum cleaner. Noticing your fences have blown down after a storm (this interaction is with your insurance policy).

Product or Service to Customer.

Receiving parcels from Amazon. Driving a hire car.

As you can see there may be nested MOT’s and they often occur in sequence. For instance Calling an automated call centre (PS), then following key presses (PS), talking with a Customer Service Representative (PP) and finally the call being closed by the automated service (SP).

A process is shaped by the types of MOT, their frequency and the relationship between them.

What types of MOT have you experienced today?

Exploring the fertile territory of Moments of Truth * Moments of Truth are the cause of all our work *

1. Moments of Truth are the cause of all our work.

In fact MOT’s create what we all say is process. Here is a video that explains their origin back in the 20^thcentury. For our purposes this 10 part (one a day) series takes us through the understanding, usefulness and advanced application of MOT’s.

Why are they so important? Put simply any interaction with the customer is a Moment of Truth. Any interaction. Combine that with the observation that the customer experience is the process and you can see that MOT’s extend upstream and downstream of our business.

For example Southwest Airlines have innovated their check in process and it happens as you check out of the hotel. That MOT allows them to get the baggage into the loading cycle early and as a consequence it costs less, enhances customer service and ultimately delivers increased revenue (we all want more of that).

Getting a grip on Moments of Truth allows us to make the customers lives easier, simpler and more successful.

Process Outside In – vidblog

The BP Group compiles a bi monthly update of all things process which gets listed on the blog and syndicated all over. The latest can be Process Performance Update. However one of my close colleagues suggested I should produce the update as a travelog, where ever I am, whatever I am doing – just say it! – so here it is. Depending on your point of view it is either an informative light hearted look at process, or eight minutes of relevant pertinent stuff for business professionals. You choose 😉

Videos/new BPM apps/presentation downloads/conference updates

In the Process/Performance basket this time we have Videos/new BPM apps/presentation downloads/conference updates

Greetings from Mumbai
My travels this last few weeks have included USA, UK, UAE and now India. The team are also hot footing around South Africa, Australia, Kuala Lumpur, Europe and the US through this month.

Not only has it been the significant contrast in weather (snow/cold > sunny/hot) it is the somewhat different approaches being adopted towards Outside In. This week sees me at the India Leadership event hosted by NASSCOM. I will be meeting with the press and continuing to learn about what is making India so successful. My talk will be accessible later, if you want a copy let me know, http://bit.ly/IndiaLeadershipForum

On the subject of talks and videos have you reviewed the latest videos of the key tools and techniques? Here they are (and they are available to download and distribute!)

Business Process Management – what is it? http://youtu.be/NO54KXxTp9I

Moments of Truth – what are they? http://youtu.be/OT_2cqMtrUw

Breakpoints and Business Rules? http://youtu.be/_8KSN_McWIg

Successful Customer Outcomes (SCO’s) http://youtu.be/u4keI_kmdxM

Voice of Customer? http://youtu.be/bTbHrxi1Vq4

And now drum roll > have you downloaded the BPM Certifcation app (IOS and Android)?

There are links to resources, videos. events, reviews and much more. It is only version 1 so let us know your thoughts and how we can make it better for the community.

Apple version: http://bit.ly/12EFNCC

Android version: http://bit.ly/X0X4iw

Recent presentations..
Access my recent keynote for some pertinent insights (or Outside In depending on your view point)

http://bit.ly/OutsideInSteveTowers

The associated slide show is embedded however you can download that from here.

http://www.slideshare.net/stowers/steve-towers-nasscom-bpo-summit-2012-opening-keynote

Topical articles –

Brad Power – Working successfully with physical fragmented teams http://lnkd.in/nAwERk

Chris Taylor – Business process failure goes viral http://lnkd.in/iuG4UG

Dr. Mohan K. – Rethinking the function of Business functions http://lnkd.in/fU3UmB

Reint Jan Holterman – 5 steps on the Path to Success with BPM http://lnkd.in/pp4ZWV
* And lastly for now have you reviewed the all new classes? new case studies and coaching from been there and done it experienced mentors*.

Review the coaches and their in depth practical hands on wisdom.

http://www.bpgroup.org/certification-by-city.html

Considering training in Enterprise BPM/Outside In?If someone in your organization is considering certification do ask these questions of anyone offering the training:

1. Where have you done this?

2. What credentials can you claim in the community?

3. Who trained you originally in Outside In?

4. When did you start and who have you helped?

5. What references can you provide, at a CEO level for the successes you have achieved?

6. Are any of your people published, and if so what and when?

7. What is the size of your network?

8. Are your trainings and courses accredited, and if so by whom?

9. Are you helping to develop the community? If so how?

PS. Tell your colleagues they owe themselves the best to go with the most experienced, up to date, pragmatic, relevant and immediate training from the BP Group http://www.bpgroup.org

Ciao Steve