PEX Asia 2014 Keynote Steve Towers

Hot foot from the Singapore PEX Asia 2014 event (see the twitter stream at #singcpp)

PEX Asia 2014 Keynote Steve Towers from Steve Towers

Recommended Reading list for 2014

The reading list this year is a collection of recommendations from folks like Seth Godin, Malcolm Gladwell, Ken Robinson et al. Food for thought and something for everybody.

Outside-In The Secret.

Order here via Lulu
Order here from Amazon
Download the supporting podcast
Review a 15 minute interview on the theme OutsideIn
Read the Blog
Attend the Coaching & Training
Join the Outside-In community
Access Outside-In Coaches, Trainers & Masters
Download a recent presentation
Participate at the
BP Groups events

The $100 Startup

The $100 Startup: Reinvent the Way You Make a Living, Do What You Love, and Create a New Future

by Chris Guillebeau

 

Tesla and alternative futures of alternative energy

Mad Like Tesla: Underdog Inventors and Their Relentless Pursuit of Clean Energy

by Tyler Hamilton

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

by Micah Solomon

Leadership on the Line

Leadership on the Line: Staying Alive through the Dangers of Leading

Imperfection

The Gifts of Imperfection: Let Go of Who You Think You're Supposed to Be and Embrace Who You Are

by Brene Brown

The Master Switch

The Master Switch: The Rise and Fall of Information Empires (Borzoi Books)

by Tim Wu

Confessions of Google Employee...

I'm Feeling Lucky: The Confessions of Google Employee Number 59

by Douglas Edwards

The Consuming Instinct

The Consuming Instinct: What Juicy Burgers, Ferraris, Pornography, and Gift Giving Reveal About Human Nature

by Gad Saad

The Beauty of Different

The Beauty of Different

by Karen Walrond

Thinking Fast and Slow

Thinking, Fast and Slow

by Daniel Kahneman

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

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

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/

BP Group CPP Advanced Masters® graduate in Sydney

Sydney Australia

The first CPP Advanced Masters in Australia graduated after completing CPP Levels 6 and 7 (Strategy & Leadership). The programme featured a very topical case study - RIM (makers of Blackberry) - and developed both a rescue plan and development path to save the ailing company. Using the new CEMMethod® (http://www.cemmethod.com)  the team explored the processes associated with product acquisition and use, producing an innovative design that reduced costs, grew revenue (18 fold) and improved customer service. Not bad for two days effort! If you would like to engage in the BP Groups CPP programme® do visit http://www.bpgroup.org/certification-by-city.html and learn more!


Here are the proud BP Group CPP Advanced Masters® with (l to r)
Owen Martin, Lisa Dunn, Graeme Jell, Jeffrey Hill and Anil Kumar.


Australia and New Zealand now features more than 700 qualified BP Group Certified Process Professionals® with BP Group Licensed Coach Jason Edlin leading the BP and Frame Group team across ANZ.

BP Group CPP Advanced Masters® graduate in Sydney

July 3, 2012 - Sydney Australia

The first CPP Advanced Masters in Australia graduated after completing CPP Levels 6 & 7 (Strategy & Leadership). The programme featured a very topical case study - RIM (makers of Blackberry) - and developed both a rescue plan and development path to save the ailing company. Using the new CEMMethod® (http://www.cemmethod.com)  the team explored the processes associated with product acquisition and use, producing an innovative design that reduced costs, grew revenue (18 fold) and improved customer service. Not bad for two days effort! If you would like to engage in the BP Groups CPP programme® do visit http://www.bpgroup.org/certification-by-city.html and learn more!


Here are the proud BP Group CPP Advanced Masters with (l to r)
Owen Martin, Lisa Dunn, Graeme Jell, Jeffrey Hill and Anil Kumar.


Australia & New Zealand now features more than 700 qualified BP Group Certified Process Professionals® with BP Group Licensed Coach Jason Edlin leading the BP & Frame Group team from Sydney.

Management Guru's - A Handy Guide :)

Charles Handy is ranked amongst the world's leading management guru's.

Listening to him speak and having read many of his books is a great way to start your journey to OutsideIn and Enterprise BPM.

This resource shares Handy's selection of the worlds leading management guru's including:

Peter Drucker | Tom Peters | Warren Bennis | Sumantra Ghoshal | Kenichi Ohmae | Gary Hamel | Rosabeth Moss Kanter | Bill Gates | Ricardo Semler | Michael Porter | Fons Trompenaar and Charles Hampden Turner |

Management Gurus - a quick guide - http://bbc.in/g944UC

The Power of Words

What could you say today in your meeting people that completely reframes the meaning?

What do people say to you and how could that have been said better?

Clara H. Scott (1941-1897) put it very nicely..

Open my eyes, that I may see 
glimpses of truth thou hast for me; 
place in my hands the wonderful key 
that shall unclasp and set me free.

Enjoy the video and open your eyes ;-) 

BPGroup Update, Top Blogs, 2012 CPP Program and some

Welcome from BPM Towers.
One month of the new webiste / Nine most popular process blogs / Top Articles / Top BPM Training /
Combine that with the 50,000+ non LinkedIn members and your not for profit
has never been so active, so drop by.... http://bit.ly/joinbpgroup

**Featured Blogs**

> Successful Customer Outcomes < http://bit.ly/SuccessfulCustomerOutcomes > Steve Towers
> Outside-In Insider < http://bit.ly/OutsideInInsideOut > James Dodkins
> BP Community < http://bit.ly/ProcessCompany > BPGroup
> Making You Think < http://bit.ly/MakesYouThink > Ian Gotts
> Janne Ohtonen < http://bit.ly/JanneOhtonenBlog > Janne Ohtonen
> Process Ninja < http://bit.ly/TheProcessNinja > Craig Reid
> BPM for Real < http://bit.ly/BPMforReal > Chris Taylor
> PEX Network < http://bit.ly/PEX4Process > IQPC
> Customer Service < http://bit.ly/Service4Customers > Service Untitled


**Featured Discussions**
> Mark Barnett < http://linkd.in/w8CEuC > Process Intuition

**2012 Coaching Program**
With 150 sessions planned this year
> http://www.bpgroup.org/register-venues--dates.html <

**After visting the discussions have a look at the brand new squeaky clean website**
http://www.bpgroup.org

and review the seminars, conferences and program for 2012 :-)

**Also if you are qualified do join the closed user groups on BP Group on LinkedIn.**
More giveaways (in December we 'released' to members 21 iPad2's!!)
and access to all the downloads, videos, updated case studies.....

On the subject of giveaways the next London Masters comes free with an iPad2 to boot
- see http://londonpromas.eventbrite.com/


All the Very Best
Steve

http://bit.ly/LinkWithSteve

Introduction to Outside-In Thinking

The Challenge
If we consider the challenges of succeeding in business in the 21st century, most major companies would come up with a similar list:

When they talk about their customers
> Competition is fierce, global and increasing.
> Customers have become rebellious, they realise they have the right to alternatives and they frequently exercise that right.
> Customers have high expectations, they demand more and unless that demand is met they will go elsewhere.
> Customers demand choice, comprehensive information and the best price.

When they talk about their operations
> Operations, structures and business flows are becoming ever more complex
> The process of change is becoming ever more complex as the obvious improvements are delivered and the focus is on looking for new improvements often with diminishing returns
> A significant proportion of change projects under-perform and do not achieve the desired outcome
> There are so many alternative methods to effecting change out there it is difficult to select which one makes most sense for my business

When they talk about their overall business performance
> I fundamentally believe I offer a superior product and/or service but I’m still struggling to make the returns I believe possible
> I strive to be a market leader, I believe we have the capability to be a market leader but the issues above prevent me from getting there
> It is difficult to markedly cut my costs without impacting my service levels
> The impact of the global recession has affected my business and our fortunes won’t markedly improve until the business environment improves.

There may be additional comments however this is typical of observations from companies all over the world.  And it is getting worse.
It isn’t though we don’t have choice in improvement approaches.  As of 2011 there were over 6000 improvement methodologies all geared to helping organisations improve performance.  How do you decide which one works best? 

How do you ensure sustained business improvement when the average CEO in the 21^st century lasts 3 years and each new regime brings fresh ideas but a lot of the same issues?

Origins of Outside-In
Despite all the issues documented above there have been companies who have regularly ‘bucked’ the trend and posted great business results, grown significantly and sustained that growth.  For example SouthWest Airlines posts 58 consecutive quarters of profit when most of their competition made huge losses – in the case of Delta this has been billions AND more than once ‘achieved’ in just a quarter!

Apple have introduced innovative new products and regularly posted impressive results and increasing market share when organisations like Motorola who used to be one of the main players in the mobile handset market have dramatically suffered despite having gone through numerous iterations of business improvement.

Outside-In has been built on the approaches and lessons learnt from those companies who have managed to beat the competition and moreover delivered market beating results on a sustained basis.  The approaches and techniques have been developed to be easily applied even to those organisations that have already been through numerous change iterations and believe they are as efficient as they could expect to get.

What is Outside-In in the context of the BP Group?
1. Outside-In is a philosophy and method of managing an organisation by understanding and delivering Successful Customer Outcomes.
2. Outside-In Process optimizes value-delivery to customers. By fusing customer-driven process with customer-centric strategies, O-I creates successful customer outcomes (SCOs) – the foundation for achieving sustainable growth and profitability in an increasingly buyer-driven marketplace.
(Customer ProcessOne Council, May 2010)

There are many accreditations in the process space. This BP Group community is sponsored by www.bpgroup.org (not for profit) which in turn advocates the Certified Process Professional qualification
(http://www.bpgroup.org ).
There are four levels of recognition:

• Certified Process Practitioner (CPP-Practitioner)
• Certified Process Professional (CPP-Professional)
• Certified Process Master (CPP-Master)
• Certified Process Advanced Master (CPP-AdvMaster)

A significant part of that hands-on learning is focused on Outside-In and includes discussion of various methods such as CEMMethod http://www.cemmethod.com)

There is a rapidly developing cadre of people and organisations delivering Outside-In training, consultancy and advisory services with case studies, presentations and podcasts at http://www.oibpm.com

The 20th Annual BP Group conference will have a strong flavour of Outside-In with notable organisations who are the pioneers of Outside-In present and delivering case studies, tutorials and workshops.

Not least of which is the fifth book - Outside-In, now in its third edition (http://www.outsideinthesecret.com)

Outside-In Themes
Outside-In has been developed with a number of supporting themes designed to help the organisation apply and deliver business improvement on a sustained basis.

Exclusive focus on Successful Customer Outcome
The approach we have distilled from global leading companies, which we call Customer Expectation Management Method (CEMMethod^TM), has a set of principles and philosophy that ensures everything you do is aligned to and improves the SCO. CEMM helps an organization bring their processes, systems, strategy and people into ‘outside-in’ alignment.

Every company in business today will impact Successful Customer Outcome to a degree – they have to otherwise customers would not buy.  Outside-In is built on the philosophy that the better a company understands Successful Customer Outcomes the more business it will win as a result.  Further applying the thinking takes you to places (i.e. business opportunities) that your competition has never been able to exploit and perhaps never thought about.

Apple are producing applications that people never thought they needed whereas Nokia who have built what they believe is a technology superior mobile phone has had to re-think their approach to business amidst falling revenues and margins.  Southwest are close to the era of the free flight ticket and enjoying consistent profitability whereas British Airways are going through possibly the worst business fortunes in its history.  If you think about it, an airline is a business which are made up of the same commodity components – similar aeroplanes, customers with roughly the same wants/needs, airports with the ability to offer the same services (if they choose) – yet some operators are flying high and others are sinking towards government bailout or bankruptcy.  Both southwest and BA will claim customer centricity but Outside-In defines the important outcome components that are critical to business success and under this lens it becomes very clear that BA is left wanting.

Efficient delivery of the SCO
Outside-In is designed on the premise if a process or operation does NOT contribute to the Successful Customer Outcome - you don’t do it!  On first analysis this may appear a difficult to rationalise in a practical sense – most organisations have non-customer facing departments – how can the principle of the SCO still apply?

Non customer facing business areas may not directly ‘touch’ the customer but they are almost always connected to customer facing areas as a support or policing function.  Unless these non-facing customer departments are also aligned to the SCO then at best they carry out unnecessary tasks which increase the cost base and at worst significantly prevent the achievement of the SCO.
Examples of how non-customer facing can impact the SCO:

• An HR department for a software company might change the rewards that the sales function receive to better align with the SCO. This encourages active qualification and delivery against real customer needs rather than traditionally on revenue contracted which may cause non-customer centric behaviour (to get ‘a deal’ leaving a legacy of problems and reduced future business potential downstream).
• The finance department with a good understanding on expense run rates may have a trust based process for all expenses within a specified threshold for the sales and delivery teams.  The cost of extra expenses is more than off-set by reduced manual effort and the sales/delivery functions left to focus on their core objectives.
• A printing company may decide to remove all its print shops because the customer can now define exactly how he/she wants the delivery to look via a simple downloadable print tool and the SCO says the delivery comes to a place of my choosing when I want – I no longer have to go anywhere to discuss/review/pick-up etc
• A lift manufacturer may decide to outsource the manufacture of its lift doors but not the open/closing mechanism because the door itself can be produced to the specification required and the implication on the SCO is easy to control.
• A fashion company may decide to centralise its production operations close to its operational headquarters rather than the traditional low cost production centres in China because it can facilitate high velocity in its design to shop floor objective that the customer demands.

These are simple examples as a means to illustrate but in most organisations who have not been put through the ‘Outside-In lens’ there are numerous other examples, which traditional techniques e.g. Six Sigma and Lean fail to identify.

In other words Outside-In thinking helps firstly to identify work that does not contribute to the SCO – which is removed, and secondly helps identify work that does contribute to the SCO and optimises.

Organised to sustain performance change focus
Outside-In is more than a series of tools and techniques to view and improve our business.  It is designed as ‘practical thinking’ or a ‘business attitude’ to be orientated to as much of the business that the practitioner or management requires.  If implemented to the greatest degree then a company may design and represent its organisation charts around the customer with the customer as the driving central theme.  It may represent performance measures using Outside-In measures as its KPIs.

The thinking does not prevent other techniques from being used in analysing and improving our business but it does ensure Successful Outcome is maintained as a central theme even when CEO’s, boards and senior managers change.  If focus is only maintained at a tools and techniques level they tend to be pigeon holed into a specific silo and more likely to become forgotten or ignored as the latest panacea for change raises its head.

Taking the Complexity out of how we view our business
One of the issues that change practitioners face is that of the underlying complexity of the business we are trying to improve or change.  When we move from high level management representations to process detail, a much more complex picture emerges which we have defined on the basis on that’s what we do.  But if we look at that process again from the customer viewpoint then the process is very different.  Outside-In shows that the way we traditionally view process is an illusion and prevents us from viewing business in a way to enable significant change.  Viewing what we do from the perspective of the customer enables us to think of performance change initiatives that would never been possible if we had studied our business from the traditional left to right top to bottom basis inherited from the industrial era.

How many changes to the way we do business seem obvious once we have identified what they are but somehow eluded us when we are looking at our businesses as a ‘haystack’ of processes?

Developing a methodology we can all apply
Sustained change is best effected if it can be articulated in a way the whole organisation can understand and be part of.  Keep it simple.Too many people surround themselves with a jargon and levels of complexity in an attempt to create mystique around their work. This is confusing, expensive and debilitating.

The thinking, tools and techniques within Outside-In can be applied directly to our own organisations after less than a week of training.  The terminology used can be adopted if necessary across an enterprise although in reality many will apply the tools and making changes without ever having to be too specific as to the techniques used.  This may range from the individual improving performance to a broader remit such as influence with change programmes at the corporate level.  Change which the whole organisation can relate to and understand is more likely to succeed than change prescribed by specialists using consultantese.

The world’s most successful organisations are often characterised as those where the staff are seen to be driving and feel part of the business.  Giving staff a practical understanding of the techniques that enable change will turn change into an opportunity rather than a perceived threat.

Success Measures aligned to business delivery
Ultimately any change has to be judged under the measures that directly relate to the business – revenue, cost base, shareholder value, market penetration as well as softer but still important qualitative measures e.g. customer satisfaction, market reaction, analyst appraisal.

Outside-In can impact all of these measures and moreover simultaneously – this is referred to as the Triple Crown.

… more soon …

Join us: http://www.bpgroup.org

 

UPDATE IS FOR CERTIFIED PROCESS PROFESSIONALS

The BPGroup is 20 years old in 2012.

**THANKS TO YOU**
An enormous thank you goes to you, the qualified members of the community, for making 2011 our busiest year on record. I have completed a brief review of the who and what for 2011, with a teaser for 2012 also.

Before anything else though are you registered with the BP Group? That way you get all the latest resources, case studies, videos and of course networking opportunity. To check YOU ARE REGISTERED (it is free of course) click here:
http://bit.ly/joinbpgroup

**UPDATED BOOK**
For those already registered have you joined your Closed Groups, specifically for your skill set and interest? Click below to check and then download the latest version of 'Outside-In, the secret of the 21st centuries leading companies' now in its fifth edition (available until 31 Dec 2011).

Certified Process Professionals:    
https://bitly.com/certifiedProcessProfessional


**REVIEW OF PROGRESS**
It promises to be the busiest year ever for the community as the full impact of Enterprise BPM aka Outside-In is understood and applied around the planet. As part of tHis growth there are FIVE global conferences SPONSORED by the BPGroup in the first four months of the year in the US, Europe, South Africa and SE Asia. Apply directly and claim your discount (we'll see you there!)

BPGROUP CONFERENCE IN ASSOCIATION WITH IQPC – PEX 2012 USA
Lake Buena Vista, Florida, USA - January 16-19, 2012: http://bit.ly/PEX2012

PROCESS EXCELLENCE WEEK – PEX 2012 SOUTH AFRICA
Achieving the 'Triple Crown' – increasing revenue, improving the customer experience and reducing costs
Cape Town, South Africa – February 20-24, 2012: http://bit.ly/SouthAfricaProcessExcellence

CUSTOMER CENTRICITY AND PROCESS ORIENTATION with Marcus Evans
Kuala Lumpur, Malaysia – March 19-21, 2012 : http://bit.ly/BPMandCustomerCentricity

BPM SUMMIT 2012 - IT WEB ANNUAL CONFERENCE
Johannesburg, South Africa – April 17-18 : http://bit.ly/SouthAfricaBPM

BPGROUP CONFERENCE IN ASSOCIATION WITH IQPC – PEX 2012 Europe
London, England – April 23-27, 2012 : http://bit.ly/PEX2012_London 

**EATING OUR OWN DOGFOOD** (as they say at Google)
New webiste:
http://www.bpgroup.org


**MEET YOUR BPGROUP MANAGEMENT TEAM**
http://www.oibpm.com


**OUTSIDE-IN RESOURCES:**

OUTSIDE-IN OVERVIEW: http://www.successfulcustomeroutcomes.net/2011/04/outside-in-and-its-potential-with-steve.html

HARVARD PERSPECTIVE: https://businessprocess.box.net/shared/zqb1z083ub

WHARTON PERSPECTIVE:
https://businessprocess.box.net/shared/tshqkxkdqe

FOLLOWING BLOG/ARTICLES:
http://www.successfulcustomeroutcomes.net/

MANAGEMENT GURU’S:
http://linkd.in/ManagementGurus

THE STATE OF THE BPM INDUSTRY
http://bit.ly/BPM_StateoftheIndustry

STEVE TOWERS PRESENTATIONS:
http://www.slideshare.net/stowers/


For the moment,
All the Best
Steve

Outside-In - what is it then?

Outside-In, Enterprise BPM, or Customer Expectation Management, often simply, “Outside-In," is a customer centric approach that requires  the alignment of all work towards the delivery of Successful Customer Outcomes (SCO). Tweet It is a paradigm shift away from production line approaches, such as Lean or Six Sigma, which see the world through the lens of everything being a production value chain. Outside-In is centred on the fundamental principle that everything the organisation does  should contribute to the SCO, otherwise it is potentially ‘dumb stuff’, and open to elimination.  As such Outside-In places the customer at the centre of the map, sometimes referred to as the ‘Copernican shift’, moving beyond modelling processes as metaphors for production lines. Outside-In is a business philosophy evolved from previous process based approaches including BPM, Lean and Six Sigma. Outside-In rejects the notion that the all activity should be perceived as a production line, flowing left to right, with customers frequently ‘off the map’  Outside-In provides the practical means to realign the organisation to meet the challenges of the 21st century.  Derived mostly from the best practice work of the Leading companies of the 21st century  (Towers, 2010)  Outside-In includes  methods such as CEMMethod , see Customer Expectation Management (Towers, Schurter, 2007) and concepts such as Enterprise Process Maturity, see In Search of BPM Excellence (Fingar, Towers, 2005). Global best practice companies  include Amazon, see Working Backwards (Jeff Bezos), Apple, Best Buy, Southwest Airlines, McDonalds, Emirates and Virgin Group. Academic work and books published on the theme of Outside-In includes such Professor Ranjay Gulatti and Harvard Business School, and Outside-In Strategy with Professor George Day Wharton Business School. Recent Books include Outside-In the secret of the 21st centuries leading companies (Towers) and The Outside-In Corporation (Dr. Bund) The global community www.bpgroup.org supports and develops through its partner network the education and application of Outside-In with a specific global qualification the Certified Process Professional (CPP®) and Certified Process Professional Master (CPP-Master®) that establishes the  principles and practice within organisations of every kind.  As of July 2011 there are more than 15,000+ CPP’s and  3,000+ CPP Masters  in 92 countries across 800+ organisations. Additional Useful Resources: Training, Coaching and qualification- www.bpmbox.com Partners, resources and access to the CPP Register - www.oibpm.com Blog -www.successfulcustomeroutcomes.net LinkedIn BPGroup community -The BP Group What is the real difference then? Outside-In Outside-In is a philosophy, rather than a method in its own right (see this video http://www.successfulcustomeroutcomes.net/2011/04/outside-in-and-its-potential-with-steve.html ). The BP Group helps organisations adopt Outside-In via the CEMMethod®, a structured approach developed over the last decade (see http://www.cemmethod.com  for details). The evolution to Outside-In is discussed in the ‘The Secret’ (see http://amzn.to/Outside-In) book with a snapshot of the evolution at http://www.successfulcustomeroutcomes.net/2009/02/evolution-of-business-process.html Qualification The Certified Process Professional® (CPP) and CPP Master® qualifications are delivered globally in more than 90+ countries with 800+ organisations since 2006. In the last five years more than 15,000 people have qualified as CPP's through the Open programme. (See http://bpmbox.com  and http://www.certifiedprocessprofessional.com ). The BP Group (www.bpgroup.org) supports the programme through more than 20 global partners (see http://www.oibpm.com ) A new resource following a keynote in Australia can be accessed via Slideshare http://bit.ly/BPM_StateoftheIndustry What can I gain from gaining Certification? Immediately looking outside of the box and helping to align the organisation to Successful Customer Outcomes. The CPP programme incorporates 24 Outside-In related techniques (within the CEMMethod®) to supplement existing knowledge and experience:-) See the Testimonials http://www.bpmbox.com/#testimonials  for some of the recent feedback.

 

Recommended Conferences - next 4 months - India - South Africa - Netherlands - UK - USA

The BPGroup partner with the worlds leading conference organisers to bring the process community the very best in process excellence, Lean Six Sigma, BPM and Outside-In. Attend great events and continue your learning by earning Continued Qualification Credits in the Certified Process Professional® (CPP®) program.

India - South Africa - Netherlands - UK - USA

IQPC BUSINESS EXCELLENCE SUMMIT
Delhi, India, September 22-23: http://bit.ly/IndiaBPM

IT WEB ANNUAL CONFERENCE

Johannesburg – October 12-13: http://bit.ly/SouthAfricaBPM

IQPC BPM LEADERS MEETING

Amsterdam – October 20-21: http://bit.ly/rhqLHP
Leaders Blog http://bit.ly/p6AIuI 

STRATEGY DRIVEN PERFORMANCE IMPROVEMENT

London – December 5-8: http://bit.ly/StrategicTransformation

BPGROUP CONFERENCE IN ASSOCIATION WITH IQPC – PEX 2012
Lake Buena Vista, Florida - Jan 16-19: http://bit.ly/PEX2012

BPM? It's in the Box. The BPMBox.com
 

 

Favorite Process Quotes

The thread keeps getting bigger!
We now have nearly 800 contributions. I have just added one of my all time favorites...

"The place to improve the world is first in one's own heart and head and hands, and then work outward from there."
Robert M. Pirsig (Zen and the Art of Motorcycle Maintenance)

Do you have a quote, or simply want to see the others?
http://linkd.in/FavoriteProcess

ALL THINGS PROCESS - The BPGroup Update

Dedicated to the Certified Process Professional® 
http://linkd.in/CertifiedProcessProfessional ** Latest Coaching: http://www.bpmbox.com

Link with Steve Towers: http://bit.ly/SteveTowersLink

This time it is the LAUNCH OF OIDASH (Web based CEMMethod toolkit) + Poll Results + New

Articles and....

1. Latest presentation: BPM & Enterprise Architecture presentation (AW2011 conference)
http://slidesha.re/SteveTowersKeynote
Delivered at the iCMG Bangalore event in June

2. Poll Results: Who makes the decisions on Process Improvement in your company
http://linkd.in/ProcessExcellencePoll

3. OIDash - the online tool for CEMMethod and Certified Process Professionals :-)
For a limited time so sign up now and be the first to ebefit from the extensive beta testing

program.
http://linkd.in/OutsideInDashboard

4. Top Rated & Popular Articles:
http://linkd.in/BPMTopRated

5. Upcoming Events:

IQPC BUSINESS EXCELLENCE SUMMIT
Delhi, India, September 22-23: http://bit.ly/IndiaBPM

IQPC BPM LEADERS MEETING
Amsterdam – October 20-21: http://bit.ly/BPG18_Leaders

IT WEB ANNUAL CONFERENCE
Johannesburg – October 12-13: http://bit.ly/SouthAfricaBPM

BPGROUP CONFERENCE IN ASSOCIATION - WITH IQPC – PEX 2010
Lake Buena Vista, Florida - Jan 16-19: http://bit.ly/PEX2012

Contact our James out Chief Customer Officer and team on +44 2081 333 509, or email them on
csa@bpgroup.org


Ciao,
Steve (Steve.towers@bpgroup.org)

BP Group Annual Quick Poll

BPM Leaders Meeting, Europe

Sentior Process Management professionals are encouraged to review this major watershed event in Europe in a few weeks time. A terrific opportunity to review the trends, learn from each other in a senior networking environment and ultimately utilise the learning back in our organisations. HIGHLY RECOMMENDED. BPM Leaders Meeting

View more presentations from mjames1

BPGroup Mid June Update

*** Dedicated to the Certified Process Professional® ***
http://linkd.in/CertifiedProcessProfessional
Link with Steve Towers: http://bit.ly/SteveTowersLink

New Resources | Details in the LinkedIn Closed User Areas - includes new guides, new webinar, handouts, and presentation materials

Certified Process Professional: http://linkd.in/CertifiedProcessProfessional
Certified Process Professional Master: http://linkd.in/jrrbnm

Latest Popular Discussions:

How many processes are there in one company?
This may sound like a stupid question.... Thomas Olbrich
http://linkd.in/kWbuSW 

Food for thought part 2: Dutch Railroad Company (NS) announced that they will stop selling the paper ticket
At the moment Dutch public transportation.. Saudia Mohamed
http://linkd.in/kwdDPy

Can Outside-In Really Work in Heavily Regulated Industries?
A new study by McKinsey & Company... Michael Adcock
http://linkd.in/mEYzzZ


RE-ATTEND TRAINING FOR FREE
Do remember you can attend CPP12 refreshers at any of the upcoming business process professional
programme at www.bp2010.com (now on ALL continents).
If you wish to progress to CPP Master (CPP Level 345) there's also a special discount knocking 100% off all CPP12 sessions
Contact our Sales Team on +44 2081 333 509, or email them on
csa@bpgroup.org


Ciao,
Steve


Fourteen in 3 months:
Upcoming Certified Process Professional & CPP Masters programme (www.bp2010.com)

*** AUSTRALIA ***
Sydney, Australia - Coach, Steve Towers     July 4-8
Brisbane, Australia - Coach, David Mottershead     July 25-29
Perth, Australia - Coach, David Mottershead     Aug 8-12

*** INDIA ***
Delhi - Coach, Steve Towers            July 18-19
Mumbai - Coach, Steve Towers            Jul 21-22
Bangalore - Coach, Steve Towers            Jul 25-26

*** NORTH AMERICA ***
Denver - Coach, Steve Towers            Aug 22-26
San Francisco - Coach, Charles Bennett        Aug 22-26
Boston - Coach, Charles Bennett            Aug 29-Sep 2

*** EUROPE ***
Riga,
Stockholm, Sweden - Coach, Martina Beck-Friis    Sep 5-9
Helsinki, Finland - Coach, Janne Ohtonen    Sep 8-9   
Tallinn, - Coach, Janne Ohtonen            Sep 12-13

London, UK - Coach, Steve Towers        Sep 19-23