It is a Classic 1-2-3 with Articles, Certification and Conferences

Latest Updates…

** New Articles **
4 Secret Keys to Overcoming FUD – http://bit.ly/FUDsecrets (Video and FREE BOOK)
5 Must follow Customer Experience Blogs – http://bit.ly/5CXBlogs


** Professional & Masters for June ** 
(20 GLOBAL SESSIONS BEFORE YEAR END)
http://bpgroup.org/book-class.html

Two & Four Day formats
> AUSTRALIA Sydney – 30 MAY – 2 JUNE
> INDIA Pune – 11-14 JUNE
> INDIA Bangalore – 20-23 JUNE
> ENGLAND London – 27-30 JUNE


** Upcoming Conferences**
> AUSTRALIA  Sydney – July 26-28  http://bit.ly/PEXAus
> USA San Francisco – Sep 26-28 http://bit.ly/PEXSanF
> NETHERLANDS Amsterdam – Sep 27-29  http://bit.ly/PEXEur
> UAE Dubai (yours truly chairing) – October – TBA

See you on the inside! Steve

In June catch me (if you can) in
Australia, UAE, Ireland, London (around GB Independence Day) and the USA.

PEX Event Florida – Winners reel

The Annual conference in Florida is always THE great networking event of the year. With terrific presentations and exchanges with the cream on the cake being the Awards. This year it was especially nice to see the worlds first CPP Champion, Erika Westbay, winning the Award as the leading member of the Process and Customer Experience Management community.

Five key ideas to liberate your Customer Experience efforts (and invites to London and Australia)

Hello again guys, 


We have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken completed.

As usual for the Annual event we had a strong presence (talks, workshops and awards) so hopefully you enjoyed the event. Now to turn our eyes to London (April) and Australia (July) there as well for a terrific networking occasion. See the invites below…


…Customer Experience Management…

http://www.successfulcustomeroutcomes.net/2015/09/how-do-you-make-customer-experience.html

…Customer Journey Maps…
http://www.successfulcustomeroutcomes.net/2015/09/customer-journey-maps-in-cul-de-sac.html

…Holacracy – Fad or Freedom…
http://www.successfulcustomeroutcomes.net/2015/08/holacracy-fad-or-freedom_30.html

…Certified Process Professional Level 5 (CPP Masters)…
http://www.successfulcustomeroutcomes.net/2015/08/certified-process-professional-level-5.html

…Linking Process with Strategy…
http://www.successfulcustomeroutcomes.net/2015/08/how-can-you-link-process-with-strategy.html

…Process and Customer Experience should already be top of your agenda so further enhance your understanding and get the latest insights, tools and techniques…

UNITED KINGDOM – April 25-27: http://www.opexweekeurope.com/
AUSTRALIA – May 24-26: http://www.customerexperienceevent.com.au/


Professional Certification reaches new heights in USA, UAE, UK, South Africa, Nigeria and India this month

The year always starts with a rush of events and this last few weeks have been no different.

CPP Professionals in Florida

So far leading members of the community have attended the Annual Conference in Florida, participated in Certification programs in Dubai, Johannesburg, Orlando, Cape Town, Mumbai and London. 

In just one month we have 25 new CPP Champions, 100+ CPP Masters and 150+ CPP Professionals.

Couple that with new partners in West Africa and Australia and you get the buzz out there.

CPP Champions in Orlando

The coming few weeks see events in Sydney, Melbourne, Washington DC, Detroit, Dubai, Cape Town, Lagos, Bangalore, San Francisco… and that is just the ‘open’ program. 

We also have in-house coaching, mentoring and certification so there is absolutely no doubt that the Customer is front and center for all our organisations in 2016.

CPP Masters in Dubai


So What are you doing to advance your capability? 

Erika Westbay – Community Award of the Year











Review and see why there just is so much happening!
http://www.bpgroup.org/book-class.html

CPP Masters in London









This explosion in interest reflects the growing trend to link all things process with Successful Customer Outcomes, so why not join us all for a refresher or encourage your colleagues to take that next step to professional and enterprise success. Coming to a city near you soon.


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


CPP Champion Erika Westbay is the best in the world!

The annual PEX conference features great talks, excellent networking and the yearly Awards for outstanding projects and achievements.

As always the bar keeps getting higher and we are thrilled to announce that Erika Westbay, Programme Director at the Nature Conservancy and
BP Groups first ever CPP Champion (back in 2006) has now achieved another world first as the 2016 ‘Community Contribution of the Year’.


It is a huge appreciation from the community for the effort and success Erika has achieved both within her own organisation and the world at large.

Erika Westbay ‘Community Award of the Year’



Congratulations Erika and keep pushing us on to achieve more!

Here is the list of complete winners:

Category: Best Process Improvement Project Under 90 Days
Winner: MI Department of Licensing & Regulatory Affairs (LARA)
Category:Best Business Transformation Project
Winner: Optus
CategoryBest Project Contributing to Customer Excellence
Winner: Bristol-Myers Squibb Manati
CategoryBest Technology-Enabled Process Improvement Project
Winner: Globe Telecom
CategoryBest Start Up Business Process Excellence Improvement Program (Under 2 Years)
Winner: Dos Pinos
CategoryBest Business Process Excellence Improvement Program (Over 2 Years)
Winner: Lockheed Martin
CategoryMost Innovative Approach to Driving Culture Change
Winner: BASF Corporation
CategoryProgram Director of the Year
Winner: Sridhar Krishnan (Catalent Pharma Solutions)
You can review this years and the 2017 event via www.pexweek.com

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

Customer Experience Management – 5 Key Ideas to ensure Success

Hello again guys, 

we have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken shape.

As usual for the Annual event we have a strong presence (talks, workshops and awards) so hopefully you will get there as well for a terrific networking occasion. See the invite below…


…Customer Experience Management…

http://www.successfulcustomeroutcomes.net/2015/09/how-do-you-make-customer-experience.html

…Customer Journey Maps…
http://www.successfulcustomeroutcomes.net/2015/09/customer-journey-maps-in-cul-de-sac.html

…Holacracy – Fad or Freedom…
http://www.successfulcustomeroutcomes.net/2015/08/holacracy-fad-or-freedom_30.html

…Certified Process Professional Level 5 (CPP Masters)…
http://www.successfulcustomeroutcomes.net/2015/08/certified-process-professional-level-5.html

…Linking Process with Strategy…
http://www.successfulcustomeroutcomes.net/2015/08/how-can-you-link-process-with-strategy.html

…PEX Week is back…
with one mission to accomplish: To empower visionaries across the globe to lead meaningful business transformations 
http://www.pexweek.com


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

12 All New Tracks to transform your thinking forever

http://www.pexweek.com

The Annual conference that is PEXWeek 2016 is now open for registrations.

 

WHAT’S NEW IN 2016?

  • 13 new themes, 12 new tracks and 18 new workshops
  • Site visit to Taylor Farms, including a workshop with their COO
  • CPP Training Levels 1, 2, 3 and 4 (Beginner, Intermediate or Advanced)

  • PORTS as a PEX Sport: Each speaker must refer to their Plan, Outline,Realization, Traps and Status of the current programs
  • PEX Globe and PEX Surgery- A diagnostic consultancy session: Network with cutting edge practitioners or get consultants to review your project

Listen to what some of your colleagues are sharing from this years event – and why you should register soon for workshops, conference and PEX Certified Process Professional training Levels 1, 2, 3 & 4 – we will be covering off Customer Alignment, Process Optimization, Innovation and Performance Management.

I will be there with the team 🙂


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

Business Acupuncture – what is the one thing that changes everything?

The Annual Australia PEX conference continues to evolve with several excellent presentations. I delivered a number of workshops and coaching, with day 2 seeing me head the track with a quirky and short presentation… (there is a complimentary book going begging also – $200 value)

Business Acupuncture (yes really) – how one thing changes everything from Steve Towers CEO,  CPP Champion®


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

1 week in 75 seconds at the CPP Masters in Australia (you Can:Do too)

We had a bit of fun this week with the completely revised and updated CPP Masters program.
Working with a terrific organisation who dedicate themselves to helping their community – Can:Do (see http://www.candogroup.com.au/) ten people qualified as CPP Masters.

This is in addition to the folks who achieved Masterdom last year at the Sydneys 14th CPP Master event.

Here’s three snippets, the first using signing.

Thanking you Can:Do for all you do.

This next one is the Certificate handout with a synopsis of the program.

And finally the earlier session in Sydney from 2014


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

Certified Process Professional Masters
(CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 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 you can drive customer centricity through the power of process


Traditionally, process excellence has focused on improving productivity, efficiency and effectiveness. Methods and approaches have evolved over time to help organisations streamline, remove waste and standardise processes, driving economic success in many countries around the world.

But times have changed. And we must change with them. The rise of digital and changing customer expectations is changing the very nature of business improvement. Organisations must now look for new approaches and strategies which place the customer at the centre of processes, to remain relevant and competitive in a dynamic market.


Ahead of Process Excellence Week Australia 2015, Steve Towers, Lead Coach and Co-Founder of the BP Group (UK) interviewed by the PEX team reviews the biggest factors currently transforming the process excellence landscape and the steps Australian organisations can take to successfully link process to customer outcomes.
What types of new approaches and techniques are changing the way companies approach business improvement?
Steve: We need to ask ourselves the question – what is driving change? And at a fundamental level we are seeing the ascendance of what I like to call the digital native. These are folks who have little patience for assembly line factory thinking with its rigid rules and structures. In fact as customers the digital native demands immediacy and attention.

Swinging back to the original question organisations now need to embrace approaches that meet the high expectations and promiscuity of this digital native. Otherwise they will not survive the decade – witness the demise of companies such as Nokia, Kodak, Blockbuster, and Blackberry. The new approaches and techniques emphasize the customer, front and centre. And I don’t mean in an arbitrary ‘voice of the customer’ way. I mean as a central focus for everything – strategy, operations, technology and process.

The book I wrote in 2010 referred to the overall concept of Outside-In, shifting the way work gets done by understanding needs and aligning everything an organisation does to achieving successful customer outcomes. In the five years since we reviewed the pioneers such as Virgin, Amazon and Zara the customer centric philosophy has become mainstream and accessible to all. So business improvement itself has shifted from getting better at what we do to redefining what it is we do and ensuring the delivery works for the new order.

How might companies go about linking process improvement with their customer centric strategy? What are the benefits?
Steve: Connecting the dots between process and customer is a critical challenge. It is only in the last 10-15 years that people have realised that all work is a result of customer interactions and can, with the appropriate approach, be connected to every single task and activity.

The resulting Process Performance Landscape demonstrates where costs occur, how revenue is created and what levels of performance can be achieved. Once we have that picture we can make informed decisions that touch everything the organisation does. The benefit is completely tangible, something I refer to as winning the triple crown, simultaneously driving out costs, growing revenues and enhancing service.

What types of techniques can be used to achieve cost reductions, revenue improvement and customer satisfaction?
Steve:  It is sometimes thought that cost, revenue and customer satisfaction are mutually exclusive. Not so and in fact they should be approached together. Firstly if we understand the causes of work and its effects (our processes) we can set about either removing the causes by putting in place actions to eliminate them.
Secondly if we cannot manage the causes away we must improve them. A couple of useful techniques in this context, which complement process excellence approaches, are the Outside-In Strategic Matrix and Successful Customer Outcome Model.

Australia appears to be a little behind the rest of the world when it comes to business improvement – what steps do you think we need to take in order to catch up?
Steve:  A lot of the difference comes down to economic cycles. Australia really didn’t feel the severe impact of the last downturn and as such business was pretty much as usual. Other countries witnessed the implosion of long established industries and you either went under with them or reached out for ways, beyond industrial age thinking, to survive and subsequently thrive. Until recently, Australia hasn’t had the same worries so there has been a degree of misplaced complacency. Catching up is going to require great effort and simply put some won’t make it. That will affect not just the high street brands but the careers and future for many. So listen and observe the next practices emerging and make them Australia’s own. The Aussie ability to assimilate and improve at the same time will get you there.

What key trends or factors will drive change in the process excellence arena in the next 12-18 months?
Steve:  A biggy here is the professionalization of process excellence. And then isn’t about belts and titles. It is about equipping our people to live and work with the digital native in all of its forms. We have already discussed the emergence of customer centricity and Outside-In thinking and that is the key. Those folks who can harness that thinking and apply it to their organisations will undoubtedly succeed; at the expense of others still practicing outmoded approaches from the industrial era.

To be blunt the top team demand results like never before. Getting there isn’t about trying harder, it is about working smarter and that involves reframing process excellence to performance excellence. Reaching out beyond the linear production line straightjacket to Outside-In agile structures able to change and evolve rapidly. That is a capability thing and requires folks to get up-skilled as quickly as possible.
  
What is the value of attending Process Excellence Week Australia 2015?
Steve:  At a personal level it is about self improvement. It is about understanding and learning what others are doing so you can take that learning and turn it to your success. At an organisation level it is about the insights of the speakers, vendors and workshop leaders. As a forum to ask the sticky question amongst fellow professionals it is a great place for fast track learning. And on that score the networking opportunity is massive. It is great to know you are not alone in the improvement quest, there are others here to help, share and advise. From my point of view no other conference in the southern hemisphere comes close. Period.

Steve will be further exploring the common ingredients of sustained success and how using the power of process linked with a customer centric strategy can produce a winning and repeatable process excellence formula at Process Excellence Week Australia 2015.
For more information visit www.pexweek.com.au or call +61 2 9229 1000 or email enquire@iqpc.com.au