|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]|
|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]|
“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]
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]
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]
We are on target for the next book and are now seeking contributions from interested folks who feel capable of answering a range of easy questions related to Moments of Truth, Successful Customer Outcomes and Expectations. If you wish to participate, and of course receive acknowledgement for your contribution, then let me know at groundbreak@ bpgroup.org . I will then explain more 😉
2006 – Customer Expectation Management: Success Without Exception
2005 – Thrive!: How to Succeed in the Age of the Customer
2005 – In Search of BPM Excellence
1994 – An Executives Guide to BPR
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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?
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All the Best for a great weekend
Chair – BP Group
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.
Just a quickie (and one off) to let you know of a permanent change to my previous email address. The new one is firstname.lastname@example.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 😉