Telstra’s finance transformation: A journey to excellence

Transforming the processes in the Finance arena – video interview

 “Partner with the business and drive Outcomes”

So often the backoffice is regarded as the last place to fix the customers experience. Here we see an approach about fixing internal customers experience utilizing Outcomes based thinking coupled with key interactions. Result is a significantly streamlined Finance function, enabling the frontline to deliver better Successful Customer Outcomes.

The Finance Transformation Summit in Australia
http://www.financetransformation.com.au/ – November 10-11, 2015





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

What can CPP Masters and Customer Experience Management do for you?

New partnership with Knowledgelab Australia expands scopes of classes and location for wannabee Australian Certified Process Professionals™ /Masters™ & Champions™.

Since 2006 The BP Group and 20+ partners have delivered more than 700 global Certified Process Professional events with more than 80,000 CPP’s around the world qualified through Open and In-house programmes. 

In Australia 850+ have qualified through the open programme.
If you are already qualified, fantastic – come and join us for a refresher (very special rates). 

Melbourne CPP Masters review the Action Plan
If this is new and interesting join us in the coming months to learn the secrets of the worlds leading companies delivering personal and business transformation.

 I will see you there.

… Canberra – 19-22 October > Register Here <
… Sydney – 16-19 November > Register Here <
… Melbourne – 23-26 November > Register Here <
… Brisbane – 15-18 February > Register Here <

Register via www.knowledgelab.com.au (if you are in ANZ) or www.bpgroup.org/book-class.html.
You can speak with knowledgelab on : +61 2 8011 4476

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








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 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

…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

How do you make Customer Experience Management Real?

Customer Experience Management (CEM) has become an established strategic objective for progressive organizations. How can we integrate this Outside-In thinking and practice into our own businesses?

It is customer centricity… but not as we know it.

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

Customer Journey Maps in a cul de sac

Faddy time again. Now don’t get me wrong we really do need to understand the customer, what

 

constitutes success and how we should play the game to win the triple crown consistently. What I don’t get with is this fascination with pretty diagrams full of fancy graphics and arrows purporting to be Customer Journey Maps.

 

Oh I know the top team were sold the idea by some new age consultancy who with religious zeal often get engaged to map our customer journeys across the enterprise. Swathes of people can get sucked into these workshops which then produce an output that certainly looks pretty, and may well be understood at a very abstract level.

Worst of it is the task then of actually integrating the CJM’s into the real business, the nuts and bolts of process, systems and people. And of course we typically discover the CJM guys don’t do that stuff, you need to engage an expert for that.

So how do we break this cycle of wasted money, exhausted resources and mislead top teams? How can we produce, from the get go, representations that talk to the top team, architects, process people, systems guys and people people? Is there a way to produce a unified picture that we can all relate to?

Let me share two short videos that I hope for you and many more shine some light into these very murky shadows.

Steves view on Customer Journey Mapping
http://youtu.be/vccl-OkdjI0

And what is the best way to deploy Customer Journey Maps
https://youtu.be/KaMwqVkkH5c

 

 
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.
Now in its tenth year, the program 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
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Holacracy – fad or freedom?

In a world of hyperbole it would be easy to look ignore this books claim of ‘revolutionary’ and the abolition of hierarchy . More of the same copy-write promises that quickly prove unfounded when you delve into the first chapter? Not so with this one.

Some folks may already know of Brian J. Robertson from his early days as inventor of the Commodore 64. And yes I can hold my hand up to that one also having spent many late nights mastering donkey kong in an earlier phase of existence. Now Brian plays in Google and his insights provide a powerful read that most likely will cause you to reassess the way you think of management systems.

You can get the book here 
http://bit.ly/holacracySteveTowers

We will be covering more on the theme of Holacracy quite soon. Let me know your thoughts.

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

Certified Process Professional Level 5

Certified Process Professional Level 4

Certified Process Professional Level 3