This is the end of the beginning

The BP Community blog is being discontinued soon.

Switch over to our sister blog at www.successfulcustomeroutcomes.net for the latest in greatest impacts on process through the development of scientific approaches around Customer Experience Management. See you there :)

CPP Masters series 2014-15

http://www.bpgroup.org/certification-by-city.html

PEX conference rocks the USA - video, case studies and winners

The PEX USA event provides the community with an opportunity to share and learn from each other. 2014 really moved the agenda forward with many case studies featuring the migration of process thinking towards successful customer outcomes.
For an overview of the key themes reference the article by Diana Davies.

In addition to great sessions and workshops the Annual Awards program provided an opportunity for global organizations to show their approaches and share the success stories.

 Central to the Awards process is the judging panel who review throughout the previous 12 months tremendous entries. The video is an overview of 2014 proceedings.

You can review the entries, winners and runner-ups here. It is worth noting that across the eight categories the 15 winners were represented by six entries featuring BP Group Certified Process Professional Masters. Just shows how far we have traveled on the journey from industrial age thinking towards 'the Customer Experience is the Process'. More to come I am sure :)

In the next article on www.successfulcustomeroutcomes.net we will feature two of the winners - Singtel and The Nature Conservancy.

Here’s to the crazy ones, the misfits, the rebels

For 2014.....

"Here’s to the crazy ones, the misfits, the rebels, the troublemakers, the round pegs in the square holes… the ones who see things differently — they’re not fond of rules… You can quote them, disagree with them, glorify or vilify them, but the only thing you can’t do is ignore them because they change things… they push the human race forward, and while some may see them as the crazy ones, we see genius, because the ones who are crazy enough to think that they can change the world, are the ones who do."
Steve Jobs

Uncle Matt visits North Carolina and Washington DC

A frenetic week saw me visit Cary in North Carolina and Arlington in Virginia.
Both beautiful places when the weather is warm. It wasn't this week. The people however where very much so :)

Following my time in Cary I then moved north to DC and spent time with a terrific bunch of guys just outside of Washington DC at The Nature Conservancy.

The leader of the team there is someone I profoundly respect and has demonstrated over the years a practical and fundamental understanding of Outside-in.

Erika Westbay is one of lifes special souls. Here is the snap we took today.

Erika is also a judge for IQPC's PEX Network and you can meet her next month in Florida at the annual get together: http://www.pexweek.com/ 

PS. Erika is the attractive one on the left. I am the cuddly one on the right.

The tip of the iceberg

Most process improvement techniques focus on only a small portion of the
improvement potential in every processŠ the tip of the iceberg if you will.
How big is the opportunity resting out of our sight, hidden below the
waterline of current practices?

Recent research by the BP Group suggests that 70 to 90 percent of the work
people do comes directly from process Points of Failure and Causes of Work
and this work is NOT part of the 'job' for which these people were hired!
Instead, this is non-value add work that takes away from people¹s ability to
do their job.

Does this sound familiar? Can you identify places where these Points of
Failure and Causes of Work are distracting you from what you really want to
be doing?

Are you required to fill out this form, check up on that order, or follow-up
on those activities? Do you get tasked with finding the answer, knowing the
rules, fighting that fire or explaining why you did this or that?

Fixing affects (the tip of the iceberg) only gets us so far. To create real
change in how efficiently we use our time requires us to focus on
eliminating the Causes of Work (the rest of the iceberg).

This is the first step we must take in aligning our businesses for success
in the 21st Century.
Kindest Regards

James Dodkins
Chief Customer Officer
BP Group

James Dodkins - Fixing effects is a lot like shuffling the chairs on the deck of the Titanic

Lots of work gets done and things look different but the original problem still remains.

Fixing effects increases the complexity of our work and the technology we us to support it. It’s a vicious cycle many of us are stuck in. The more we do the worse it gets. Soon analysis paralysis sets in. We’re stuck and there’s no place for us to go.

Meanwhile successful companies around the world are now eliminating causes rather than fixing effects. But how do they spot causes and eliminate them? Is a host of Master Black Belt Cause Eliminators needed to get the job done?

Of course not. Moments of Truth, Break Points and Business Rules are the causes of work. Once we start looking for them we spot them. Elimination comes from challenging what we currently do - looking for Actions that eliminate Moments of Truth, Break Points and Business Rules.

How big is the size of the prize? Efficiency and productivity gains of 30% to 60% are common. Cost reduction of services by 50% is not unusual.

Cause elimination is a seek and destroy mission. It’s the challenge to weed out the “dumb stuff” in our organizations. Are you ready to challenge your assumptions and start eliminating those causes of work?

Kindest Regards

James Dodkins
Chief Customer Officer
BP Group

Steve Towers - books

I have written eight books and contributed to many more. You can access them from these links - will be added to as publication dates are confirmed.

2014 Q3 – Customer Experience Matters. Transcending NPS.

2014 Q2– Beyond Six Sigma, the next wave

(with  Dr. Morgan Jones)

2013 – The High Performance Organization
(with Dr. Samir Asaf)

2010 – Outside In. The secret of the 21^st centuries leading companies
http://amzn.to/1eRyOfJ

Steve Towers & John Corr
(BP Group President) outside
of UK's Prime Ministers residence
(Number 10 Downing St. London)

2006 - Customer Expectation Management: Success Without Exception
http://tinyurl.com/6cdo6e

2005 - Thrive!: How to Succeed in the Age of the Customer
http://tinyurl.com/5huun2

2005 - In Search of BPM Excellence (with Peter Fingar)
http://amzn.to/19OrOt3

1993 - An Executives Guide to BPR
http://tinyurl.com/6y2t9s

Steve Towers and what's new with Process, Performance and Customer Experience

Hi Steve Towers here, founder of the BP Group with this months update on all things process, performance and customer experience.

1.    New resources:
a.    Customer Experience Mapping with ABACUS – http://www.cxrating.com/cx_mapping_abacus.html
b.    CXRating CLOSED area – Slide show featuring the science of Customer Experience – apply here – http://www.cxrating.com

2.    Discussions of note – http://www.linkedin.com/groups/BP-Group-1062077

3.    Events Upcoming (limited places with discounts)
a.    San Francisco, California - BPM Summit: http://www.bpmsummitusa.com/
b.    Orlando, Florida - Annual PEX Conference: http://www.pexweek.com/
c.    Davos, Switzerland - World Economic Forum: http://bit.ly/WorldEcoSummit/

4.    Blogs – several useful resources per week http://www.successfulcustomeroutcomes.net

5.    Blogs – http;//www.bpcommunity.blogspot.com (new videos)

6.    New classes for 2014 – released next week.. Meanwhile Final classes for 2013: http://bit.ly/BPGroupCPP

Look forward to meeting in San Francisco, Orlando or Switzerland soon ☺
All the Very Best
Steve

Please feel free to connect:www.linkedin.com/in/stevetowers/

The Certified Process Professional overview

Thinking of signing up for the next level? Review the dynamic in this 4 minute video highlight :)
Then trip on down to review a class near you soon: http://www.bpgroup.org/certification-by-city.html

BP Group certified process professional overview from Steve Towers

What is Bad Customer Service Costing?

Make your Customer Experience ROCK!

It doesn't matter if your company is 1 year old or 101 years old, you deliver a Customer Experience

Customer Experience is entirely controlled by process and process improvement efforts and is intrinsically linked to revenue and cost ...FACT.

Our unique process improvement methodology will grow your revenue, shrink your costs and make your customer experience ROCK all at the same time...FACT.

Don't believe us? Attend a training session risk free. We guarantee that you will never think about process improvement in the same way again after attending a training session with us...that's a 100% money back guarantee!

Become a Certified Process Professional Master with the BP Group and learn the secrets of how to make your company ROCK!

What have you got to lose, right? Just email me back with the words 'More Info' and we'll be in touch to tell you more. rachel.smith@bpgroup.org

Next training classes in:
Cape Town
Singapore
San Francisco
New York
Toronto
Jakarta
Brisbane
Denver



Rachel Smith
BP Group
and you have been for that entire time...FACT.
rachel.smith@bpgroup.org

Confidence. Performance. Progression.


Give us a call and learn more today!

+44 203 3030 894
STAY CONNECTED

              

CEMMethod Advanced Principles

CEMMethod advanced principles 2013 from Steve Towers

Social Media Voice: Are you using yours? Let's connect!

Consider these statistics:

• There were 175 million tweets sent from Twitter every day in 2012.
  
• There are 488 million users regularly using Facebook mobile.
• Fifty-six percent of customer tweets to companies are being ignored.
• Eighty percent of social media users prefer to connect with brands through Facebook.
• More than 5 million photos are uploaded to Instagram every day.
• Sixty-nine percent of online consumers who visit Pinterest have found an item they’ve bought or wanted to buy, compared with 40 percent of Facebook users.
• The Google +1 button is used 5 billion times per day.

Link with Steve: www.linkedin.com/in/stevetowers/
LinkedIn: http://bit.ly/joinbpgroup Twitter: http://twitter.com/stowers

2013-14 Upcoming conference appearances and KEYNOTES include:
> San Francisco, California - BPM Summit: http://www.bpmsummitusa.com/
> Orlando, Florida - Annual PEX Conference: http://www.pexweek.com/
> Davos, Switzerland - World Economic Forum: http://bit.ly/WorldEcoSummit/

BPM Summit USA takes over San Francisco!

-->

This update focuses on the upcoming BPM Summit in San Francisco in September. Apologies if you are not in the US, I will have some very good news for the rest of us next month. Meanwhile,

BPM Summit USA takes over San Francisco!

PEX Network recently conducted a survey with over 100 process and IT executives asking them what their top BPM challenges were. Then, they developed a conference agenda to help solve them.

The Business Process Management Summit (http://www.bpmsummitusa.com/BPGJuly) taking place in September 17th  - 20th in San Francisco, CA , is a BPM conference unlike any other. It brings together all of the necessary stakeholders from business, operations and IT in a vendor neutral environment to show you how to make outside-in, customer-centric BPM a reality for your organization.

And what’s more, the BP Group will attend the event with the Certified Process Professional Course designed for those seeking advanced professional skills in process management, process improvement, process alignment, customer centricity and innovation. Participants will be qualified as Certified Process Professionals.

With over 20 international experts, 5 cutting edge workshops and 15+ compelling case studies, this year’s Business Process Management Summit will provide you with the tools you need to enhance agility and drive breakthrough business performance.

To know more about the Summit and the CPP Training course view the event agenda here: http://bit.ly/13Lj1KI 

Looking forward to meeting you in September!

Steve Towers

San Francisco, September http://bit.ly/13Lj1KI (17-20 September)

Also,
Brisbane, Australia (next week) http://brisbanemasters2013.eventbrite.com/

Sydney, Australia, August 5-9 http://australiathewholedeal.eventbrite.com/

Dubai, UAE, August 18-22 http://uae2013.eventbrite.com/

Turning the Customer Experience into a Successful Customer Outcome

Are you a Smart or Stupid Company?

The Wisdom of Giving from Bruce Kasanoff

BPM Summit USA takes over San Francisco!

PEX Network recently conducted a survey with over 100 process and IT executives asking them what their top BPM challenges were. Then, they developed a conference agenda to help solve them.
The Business Process Management Summit (http://www.bpmsummitusa.com/BPGJuly) taking place in September 24th - 27th in San Francisco, CA , is a BPM conference unlike any other. It brings together all of the necessary stakeholders from business, operations and IT in a vendor neutral environment to show you how to make outside-in, customer-centric BPM a reality for your organization.

And what’s more, the BP Group will attend the event with the Certified Process Professional Course designed for those seeking advanced professional skills in process management, process improvement, process alignment, customer centricity and innovation. Participants will be qualified as Certified Process Professionals.

With over 20 international experts, 5 cutting edge workshops and 15+ compelling case studies, this year’s Business Process Management Summit will provide you with the tools you need to enhance agility and drive breakthrough business performance.

To know more about the Summit and the CPP Training course view the event agenda here: http://bit.ly/13Lj1KI
 
Looking forward to meeting you in September!

Steve Towers

Using LinkedIn across you business, network and life

If you use LinkedIn as part of your professional life this slideshare is a must:

A faberNovel Study: LinkedIn, the Serious Network. from faberNovel

Where is Steve this week?

South Africa. Land of opportunity. Promise for the future. A place for the young at heart who are helping to transform Africa.

This week it is Johannesburg with a very progressive group of people bringing education and life skills to a vital part of the economy.

What these guys do today influences all of us tomorrow.

Certified Process Professionals (BP Group CPP's) history - (Registration database available to all CPP's)

The original Professional qualifications were introduced in Straford on Avon in the UK in 1994. Evolving from Business Analysis and separate Senior Executive sessions several financial organizations received customized prototype sessions evolving into the introduction in 2003 in the USA of the Certified Process Professional Level 1 - Optimization, and CPP Level 2- Alignment.
In 2006 An additional CPP Level 3 was introduced - Innovation.


Since inception in 1992 the BPGroup has delivered Open and Inhouse programs. Inhouse enables an organization to train trainers to deliver under license the CPP program. This table is the growth of Open qualified people. As of June 2013 we estimate the complimentary number of Inhouse qualified (based on license use) exceeds 100,000 Certified Process Professionals.

The Certified Process Professional Master was introduced in 2007 to support CPP Levels 4 - Performance Management and Level 5 - Integration and IT.

Developed exclusively in progressive organizations the tools and techniques have been tried and tested before their incorporation into the CEMMethod.
Now deployed in 116 countries and internalized the CPP Master qualification is the industry strength recognition of the professional standing of CPP Masters.





Further evolution of the Certified Process Professional program was introduced in 2009 as CPP Levels 6 - Strategy, and CPP Level 7 - Leadership.

Based on next practice approaches in organizations such as Google, Zara, Apple, Zappos, Emirates, Ryan Air, Southwest Airlines, Gilead Sciences and many more.



In 2011 several of the organizations completing internal programs established in the last decade concluded the need for a specific session, CPP Level 8 - Execution.
Bringing the latest thinking and practice in developing and rolling out enterprise programs, especially in the context of the 21st century - digitization, customer centricity, market volatility etc. Case studies are reviewed, especially in the context of establishing Centers of Excellence.

You can review more information at www.certifiedprocessprofessional.com, www.bpgroup.org, www.successfulcustomeroutcomes.net