Buzz from Orlando: State of the Industry

Charles Bennett from the BPGroups 18th Annual Conference in Orlando in January 2011.

Do we want best practice or next practice? That was the question posed by Charles Bennett, SVP with the non profit BP Group, on the opening day of IQPC’s Profit through Process Summit.

“Most of our organizations, most of our economies, are under greater stress than ever before,” said Bennett in his opening State of the Industry address. “That’s not going to go away...it’s only going to increase.”

How companies learn to deal with the pace of accelerated change will determine the winners and losers of tomorrow, he said. Just catching up with what everyone else is doing means that “we’re as good as the people acknowledged to be the top.

But will that be good enough?

There are three key areas, according to Bennett, that businesses need to take a careful look at in order to get ahead of the competition: corporate structures, the customer, and process improvement tools.

Corporate structures are too old, too complex

Bennett argues that misalignment in today’s corporate structures are negatively impacting the bottom, claiming “that around 95% of our organizations are probably sitting on about 25-50% redundant cost and untapped business opportunity.”

Many of today’s companies are complex and that makes them slow to respond and the rapid change that we have been seeing in recent years. “The biggest enemy of changing thinking is complexity”, Bennett said, reciting Edward de Bono.

 

Blast away those decaying structures with www.bp2010.com 

BPGroup New Update - January 2011

BPGroup (est 1992. 45,000+ members | LinkedIn est. Oct 2008.)
Reflecting the growth and interest in all things process

The BP Group are Sponsors of the Business Process Professional® pathway - http://www.businessprocessprofessional.com

News | Events | Coaching & Certification | Discussions | Conferences | BPGroup Personnel |

** News & Events**
BP Group 18th Annual CONFERENCE NEXT WEEK | Orlando Jan 17-21, 2010
- http://bit.ly/BPGroupUR18

The CEMMethod® WEBINAR with Martina Beck-Friis (CPP Master®) Part Three
(Missed the first two? sign-up and access those also!)
- http://bit.ly/CEMMOverview

The BPGroup is now an Open forum on LinkedIn :-)
The specialist subgroups however remain Closed and you can review those by clicking 'More'
on the top tab and selecting'subgroups'. Incisive commentary and discussions designed for you.

Enterprise Architecture CONNECTIONS subgroup exceeds 450 members in six months
Meet and share with the Group Manager, Steve Melville (Oracle IT Director) in Orlando!
- http://linkd.in/EAandProcess

** Top DISSCUSSIONS **
Review the 'Managers faves' at http://linkd.in/hCggGs

** New Articles **
The Secret of the 21st leading companies
http://www.successfulcustomeroutcomes.net/

** 2011 Certification & Training programme**
- http://www.bp2010.com

Cheers, Steve Towers, BP Group Founder

BIG thanks to the BP Group Advisors, Managers & Sundowner Directors including:
John Corr | Sunil Dutt Jha | Charles Bennett | David Mottershead | Erika Westbay | Janne Ohtonen | Nick Harvard | Stephane Haelterman | Paul Bailey | Martina Beck-Friss | Mark Barnett | Steve Melville | Stephen Nicholson | Marjolein Towler | Jennifer van Wyk (South Africa) | See them at http:://www.oibpm.com |

How can I help myself and the organisation succeed in 2011?

Our BPGroup research and practice in some of the world’s most successful companies, and the set of approaches within the coaching programme (see http://www.bp2010.com), helps get to this new place of understanding and action.

Essentially the Outside-In logic works as follows:

1. The only reason our organisations exist is to provide service or product for a customer.
2. What we deliver to customers can be articulated as Successful Customer Outcomes (SCO’s)
3. These SCO’s are very specific and can be measured (KPI’s)
4. Linking everything to meeting and surpassing these KPI’s (the achievement of SCO’s) aligns our organisation for success.

Discussion points that arise include:

A denial of (1).
Some traditional higher-ups may argue that we exist to make money for the shareholders/ensure we meet regulatory requirements/etc. etc. Great we say – and how do you do that – only by doing (1) successfully!

But what about strategy – all that vision, mission stuff?
Well yes ‘what about strategy’? The achievement of 1-4 is in fact living breathing strategic execution. Not those ‘tablets of stone’ and the cascade down into the organizations, filtering as we go into our own silo thinking. We specifically begin to work across everything, everywhere to understand SCO’s and then set about meeting them.

‘So what’ some might say. Well when you think about it the only way we can do 1-4 is through our processes. Asking questions like ‘how aligned are we now to achieving SCO’s?’ – What proportion of what we do is explicitly linked with achieving the SCO’s. On that last one we see an alarming 50-70% of what currently happens is NOT aligned. And therein is a massive opportunity.

By stopping the ‘dumb stuff’ and realigning we win the triple crown – that is to simultaneously reduce costs, improve revenue and enhance service.

This is where we talk about Customer Expectation Management, or ‘Management by Expectation’. By truly understanding customers needs (not just their wants) we can easily articulate SCO’s and ensure we meet them every time, without exception. Then we actually begin to reform and create new expectations (lifting the competitive bar) and in doing so develop whole new strategies that seem heretic to the inside-out silo based thinking of the past.

And the great news for you and I is that the only way we can do this is through enterprise process management! After all every bit of work our organisations do is simply that – a process.

We have lots of this ‘hands-on’ material that we use in our sessions, and supporting resources and slide shows for your use in the business subsequently. We are really looking forward to sharing this and helping you move the understanding to a completely new level so that everyone in the organisation, not just senior management, sees and feels the linkage between thinking about what we should do and how we actually get it done.

I hope that helps get you started on the journey and look forward to meeting with you very soon,

Kind Regards
Steve

Favourite Process Quotes (courtesy of Eric Case)

Process Quotes on Prezi

Profit Through Process Week 2011

To view this email as a web page, go here.

Profit Through Process Week 2011 January 17-21 2011 Buena Vista Palace Hotel Orlando, FL www.LeanSixSigmaSummit.com www.BPM-summit.com   I'm sure by now you will have heard about the plans for IQPC's inaugural Profit Through Process Week, incorporating for the first time ever the 12th Annual lean Six Sigma & Process Improvement Summit and the Next Generation BPM Summit within one week.  If you've not had a chance to browse the agendas already then make sure you take a look today at either www.BPM-Summit.com and www.LeanSixSigmaSummit.com. Between them the Summits are designed to herald in a new holistic approach to business process excellence, combined the best of the best thinking form each sector and fusing it together into one complete transformation package.  So whatever side of the coin you currently sit on, you can get a flavour of the next steps and find practical strategies to take your change and business improvement program to the next level.   To give you just a flavour of what's to come, I've just uploaded insights from some of the top speakers, solutions providers and thought leaders involved in each of the meetings. I encourage you to take look and I'd love to hear your feedback.  Next Generation BPM Thinking  Business Process Reengineering using BPM Solutions: A Chubb Case Study    Jorge Rosas, Corporate Development Vice President, Quality Manager at Chubb Group of Insurance Companies and ASQ CQE discusses how his organization determined the right BPM solution for its business process reengineering efforts. BPM TV: Outside-In Thinking: The Ticket to Achieving a Successful Customer Outcome Megan James, Event Director IQPC, interviews Steve Towers, CEO & Founder, BP Group and co-host for the Next Generation BPM Summit about outside-in process thinking and plans for the 2011 Summit.  Dynamic Case Management - An Old Idea Catches New Fire Forrester Analysts Craig Le Clair and Connie Moore explore the reasons behind renewed interest in case management, such as the increased use of collaboration and social media to support unstructured business processes, and the new category of software that will emerge as a result of these changes Business changing Lean Six Sigma approaches Lean is a Journey, not a Destination Lean Coach Chris Galante talks about how CDG, a Boeing Company; Boeing Commercial Airplanes, has applied Lean to its business strategy and explains why Lean is an important focus for CDG and the role that it plays. The Leadership Files - Jan Santerre, Vice-President of Lean Business at Hillenbrand, Inc Ever wondered what your leadership peers are thinking and how they are adapting their Process Improvement strategies in light of the fast-changing economy? To answer your questions and plot the future direction of Lean Six Sigma & Process Excellence thinking, Six Sigma & Process Excellence IQ brings you the top Process Improvement leaders to look out for in 2011 and why. Lean Six Sigma TV Series 1: Interview with Tami Hargreaves Tami Hargreaves, Head of Professional Services & Development, COO Office, Barclaycard shared with you their award winning approach to customer experience with Lean Six Sigma   Of course, that's just a snapshot - for more complimentary learning resources for both BPM or Lean Six Sigma visit www.bpm-summit.com or www.leansixsigmasummit.com Early booking discounts of up to $400 off standard prices are available until Thanksgiving only. So, if you plan on attending and just haven't book yet then I strongly recommend you do as soon as possible. Reserving your place is simple, just book online at www.LeanSixSigmaSummit.com or www.BPM-Summit.com or call a member of our registration team for a tailored booking on +1 646-378-6026.   I hope you can join us in January, it promises to be a mind changing few days.  Kind regards, Megan James Executive Director Profit Through Process Week

Transcend Lean, Six Sigma and old style legacy BPM

Advancing Outside-In The CEMMethod®  is a proven, tried and tested system to evolving the organisation and its processes from 20th century ‘inside-out’ approaches such as Lean Six Sigma, BPR and TQM. Join us for an overview of the approach, led by CPP Master® from Acando Consulting in Sweden, Martina Beck-Friis. We will be sharing the steps, stages and the twenty two techniques that make the CEMMethod® the most effective approach to business transformation in the 21st century. Click your preferred link to access the webinar: Thu, Nov 25, 2010 3:00 PM - 4:00 PM CET Thu, Dec 23, 2010 3:00 PM - 4:00 PM CET Thu, Jan 27, 2011 3:00 PM - 4:00 PM CET If you are not in the time-zone ALL registrants will be provided access to the webinar post broadcast. We look forward to seeing you there.... Kind Regards Martina Beck-Friis, CPP Master® Acando, Sweden Steve Towers – SVP & BP Group founder © BP Group 1992-2010

 

The CEMMethod® WEBINAR with Martina Beck-Friis (CPP Master®)

The CEMMethod® WEBINAR with Martina Beck-Friis (CPP Master®) and Steve Towers The BPGroup in association with ACANDO Consulting (Sweden) Business Process Management Professional Briefing.   We will cover: CEMMethod® - latest advances in Business Transformation and Outside-In - latest techniques in Performance Improvement - intro to 22 pragmatic techniques that work every time - BP Group capability and plans for engagements The webinar is intended as an opportunity for enterprise wide co-operation and ventures. Register for a session now by clicking a date below: Thu, Nov 25, 2010 3:00 PM - 4:00 PM CET Thu, Dec 23, 2010 3:00 PM - 4:00 PM CET Thu, Jan 27, 2011 3:00 PM - 4:00 PM CET Once registered you will receive an email confirming your registration with information you need to join the Webinar. System Requirements PC-based attendees Required: Windows® 7, Vista, XP or 2003 Server Macintosh®-based attendees Required: Mac OS® X 10.4.11 (Tiger®) or newer

Preview of the 18th Annual BPGroup Conference

BPGroup Certified Process Masters series - November > January

The global programme grows capabilities from Certified Process Practitioner® through to Certified Process Master® - review the series at http://www.bp2010.com

BPGroup weekly newsletter - downloads and new discussions

MAJOR MILESTONE ACHIEVED 5,000 members on BP Group Linked-In
BPGroup (est 1992. 40,000+ members | LinkedIn est. Oct 2008. 5,000+ Members)
Reflecting the growth and interest in all things process
BIG thanks to the BP Group Advisors, Managers & Sundowner Directors including:
Dick Lee | John Corr  | Sunil Dutt Jha | Charles Bennett | David Mottershead | Erika Westbay | Janne Ohtonen | Nick Harvard | Stephane Haelterman | Paul Bailey | Martina Beck-Friss | Mark Barnett | Steve Melville | Stephen Nicholson | Marjolein Towler | **New** Jennifer van Wyk (South Africa)  | See them at http:://www.oibpm.com |

** Top DISSCUSSIONS **
- What is the fastest way to analyze existing processes? http://linkd.in/ProcessAnalysis (Daniela Toader)
- How far down should process drill? http://linkd.in/ProcessDrilldown (Dick Lee)
- Are corporate silo's like mediaeval castles? http://linkd.in/ProcessSilos (Karl Walter Keirstead)
- Outside-in at Trader Joes http://linkd.in/ProcessTraderJoes (thanks to Patrick Ryder)

** News **
Enterprise Architecture Connections subgroup exceed 340 in three months
- http://linkd.in/EAandProcess
BP Group 18th Annual Conference Heads-up | Book your diary in Orlando Jan 17-21, 2010
- http://bit.ly/BPGroupUR18
Certified Process Professional - Optimising your profile
- http://bit.ly/ProcessProfessional

** New Sub Groups **- Welcome to the BP Group led by Charles Bennett - http://bit.ly/9FDzJk
Certified Process Practitioner | Professional | Master | - http://linkd.in/CPP_subgroups

** David Mottershead Hosts ANZ CPP Programme in August | (spaces becoming limited)
Auckland - Aug 30-31 - http://aucklandcpp.eventbrite.com
Wellington - Sep 2-3 - http://wellingtoncpp.eventbrite.com/

** New Articles ** Outside-In is a business imperative (Steve Towers)
- http://bit.ly/cbszHM

** 2010-11 Certification & Training programme**
- http://www.bp2010.com

Cheers, Steve Towers, BP Group Founder