New Answers to Old Questions

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In the first article in this mini-series I talked about how the most successful organizations of the moment are using new thinking to take the lead in their industries. In this second article I want to look at how other organizations can start to make the changes they need to keep up. One of the key [more]

Successful Customer Outcomes – New Thinking for a New Age

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Two items of business news have caught my eye recently: Tesco’s latest results, cementing their place as the number one online retailer in the world and number one food retailer in the UK; and the start of the latest Stelios venture, easyCruise. Now there may not seem to be much to connect these two stories [more]

Delivering Customer Service to reduce costs, improve revenue and enhance Service

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“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else”. Sam Walton, founder Walmart. And never has there been a time when this is more true. Competition, globalization, conformance, complexity are all things forcing us to look at how work [more]

Customer Age thinking – the changing face of Public Service

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In many countries, the phrase public service is considered something of an anachronism. At all levels of government and government led services, customers perceive that overall they get a raw deal when compared to the levels of service they now regularly expect from privately held organizations. In this article we will explore how Customer Age [more]

A very old question, a very new Answer

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At a recent senior executive seminar we were discussing the theme of Successful Customer Outcomes (SCO) and one question which cut to the quick deserves more after thought. Picture a dark, dingy Victorian meeting room in central London, the sleet slapping against the windows and it is late on a winter’s afternoon. The bright spot? [more]

New Book >> Business Process Management

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The Evolution of Business Process Excellence

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A theme of recent global conferences has been the mix of different approaches to improving business performance. This quest for business performance improvement as measured by reducing costs, improving revenues and enhanced service (also known as ‘the triple crown’) is a worldwide phenomena brought on by increasing competition, greater customer promiscuity, chaotic business cycles and more generally ‘globalization’. The pressure continues to increase and companies are seeking to extract every last opportunity out of their various initiatives and approaches. So what works best then?

Review the full article

BP Group Members can download a PDF of this article (with tables etc.)
and an associated Powerpoint presentation

To join the BP Group (it’s free) click here.

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Newsletter challenges? The firewalls (in and out) are being their usually helpful selves!
If you want a direct link to the online newsletter click –
http://www.towersassociates.com/Process_Performance_15_Oct_2008.html

And grab those casestudies while they last…

All the Best for a great weekend

Steve

Chair – BP Group

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The 16th Annual BP Group survey has just completed. Preliminary results were presented in conjunction with IQPC at the BPE in Financial Services conference in London last week. Full results will be shared with all 1240 participants later this month prior to a webinar hosted by City Process Management (this years platinum sponsors).

If you would like a copy of the preliminary results let me know.

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Just a quickie (and one off) to let you know of a permanent change to my previous email address. The new one is steve.towers@bpgroup.org and it’s effective immediately!

We’ll have a BP Group newsletter featuring the 2008 Annual Survey, conference reviews and presentations, whitepaper (Accelerated Cost Reduction) and several offers THIS WEEK.

Also I would suggest a visit to the new BP Group site – the Open training programme for the next six months is taking shape there 😉