Category: process transformation

Steve Towers Masterclass comes to Denver

Online pre and post Masterclass meets

I will be in the room for you every step of the way. Whether you signup for the one or two day option there is a preliminary video and optional signup Zoom meeting. Post-session we schedule an online meet to review progress and answer questions.  

How learning by doing with real case studies is central to the Masterclass

With genuine case studies you will apply your own challenges in the session to actually take away not just the HOW but the WHAT you do.

Process Transformation (PT). What is the meaning of that?

Process Transformation (PT). What is the meaning of that?
Let’s try three versions:
1.     Process exists to be transformed. But when we say transformed how high is the bar? 20%, 30% improvement or more? And what are we measuring when we say PT. Is it elapsed time, touch time or actual real metrics important for business success like cost, revenue and service? 
http://coaching-journey.com/wp-content/uploads/2013/04/transformation-change-butterfly-cocoon-e1367227371235.jpg2.     Process is a collection of tasks and activities aimed at achieving clearly defined outputs. So PT sets out to turn the existing Tasks and Activities upside-down and completely realign everything towards achieving Successful Customer Outcomes? Really.
Or is PT just a fancy name for the latest version of Lean or Six Sigma?
3.     Process itself has changed its spots. Someone famous once said “the customer experience is the process”. For those who worship at that alter of process PT represents a means to the end. That is to truly make process subservient to delivering customer success, and as such that embraces incremental and radical ideals. 
Those organizations who get it and achieve results others think are magic understand the third point.
PT is, at the end of the day, all about delivering Successful Customer Outcomes, consistently without exception.

Delivering success… achieving consensus?!

I was stuck by three of congruences this weekend.
 
One was Seth Godins nearly always excellent blog.

He covers the theme of extremes. See it here.

That reminded me of the wisdom from George Bernard Shaw:

“The reasonable man adapts himself to the world: the unreasonable one persists in trying to adapt the world to himself. Therefore all progress depends on the unreasonable man.” 

And the third quote was from pioneer and political reformist (she scrapped socialism) Margaret Thatcher.

“To me, consensus seems to be the process of abandoning all beliefs, principles, values and policies. So it is something in which no one believes and to which no one objects.“

So what are you up to this week? Maintaining the status quo? Keeping a balance? Achieving consensus? Or are you changing the world to be a better place? Challenging the flat landers and helping refocus business for a new age?

Think on that over the cornflakes because if you are not part of the solution you may just be the problem!