Category: MOT

Three Steps to Process and Customer Nirvana

Three things to focus on with immediate benefits:
1.     Define a Successful Customer Outcome for the processes you are involved with.
Watch – What is a Successful Customer Outcome (SCO) http://bit.ly/1flfSmm
Watch – Step by step guide to creating a SCO.
2.     Identify all the customer[1] touchpoints (aka Moments of Truth – MOT) in your process
Watch – What is a Moment of Truth (MOT) http://bit.ly/1fxHO8T
3.     Evaluate all the MOT’s and classify them as (a) aligned to the SCO, or (b) not aligned. For the latter identify actions to remove or improve the MOT.
These three easy and quick to do steps will lead to reductions in cost and complexity, improvements to service and delivery, and for revenue generating processes growth in income.

[1]Customer as defined within your SCO map.
Note customers can be
(a) Primary – the ones providing the revenue and paying our salaries. (b) Secondary – those folks interested in our process but not directly involved e.g. Regulators. (c) Internal – other departments/functions or across the value chain partners,

Points of Failure – How to remove and improve (3 minute video)

Upcoming events? http://www.bpgroup.org/certification-by-city.html
Amsterdam – Cape Town – Orlando – London – Bangalore – Dubai – Brisbane – Denver – Sydney – Singapore – Dubai in 2014 

CEMMethod update (new version pending)

In January we updated the CEMMethod (it is now on its fifth version since 2006). Before year end we will introducing several new concepts and tools. If you would like that information please subscribe to the blog and I will include you in the previews.

It’s a mess out there – but you know the Magic now :)

Breakpoints are always caused by Moments of Truth. Usually if you find a MOT there will be 3-4 BP’s also. Makes sense then to start eradicating the unnecessary MOT’s.
Business Rules! Did you hear the one about waiting 8 days at the Prudential for the ink to dry on parchment paper?
Or the Allied Pickfords 35  mile rule?
People forget about them and the reasons why they exist – how many BR’s have you got?

The Customer Experience is the process.

Where do your processes start and end?
Procure to Pay? Enquiry to Invoice? If so you are in the wrong place.

Where does the process really start, and end. It certainly isn’t contained by our functional specialist silo’s. You have to go out to the customer need and finish with the successful delivery.

How do you define process start and end? Is that really complete?

Moments of Truth? Eradicate! Only improve a Moment of Truth if you can not remove it.

In 1997 Steve Jobs returned to Apple*. Over a period of 3-4 years he transformed the business into the most innovative company on the planet. One of his mantras was “the customer experience is the process”. Couple that with  ”If you find a Moment of Truth you should remove or improve it”.
Simple ideas that created one of the most successful companies in the universe.
What could you do with your Moments of Truth?

* For a complete transcript and video of that AWWDC 1997 event see here.