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
Profit Through Process Week 2011
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Transcend Lean, Six Sigma and old style legacy BPM
Advancing Outside-InThe 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: 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....
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The CEMMethod® WEBINAR with Martina Beck-Friis (CPP Master®)
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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
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
How much do you need to know to know you know enough?
The answer to that question determines how much (if any) mapping of Current State you need to do. Certified Process Masters (www.certifiedprocessprofessional.com ) will tell you the answer is only enough to know what you need to change it to, as within non manufacturing processes the actual process we depict does not physically exist. It is a collective hallucination.
So start with the most simple and accessible techniques (Post-It notes and whitepaper) then apply what you need to achieve the successful customer outcome. A subsequent question then arises - how do you know what is applicable? Run the sponsor/stakeholders through the SCO Map, and that will develop for you the discrete and measureable deliverables to determine the 'best' approach (it takes about 60 minutes to do that).
Everything should be targeted towards making customers lives (internal and external) easier, simpler and more successful.
If you haven't yet been introduced to the SCO map concept here's an overview http://bit.ly/SCOmap
So start with the most simple and accessible techniques (Post-It notes and whitepaper) then apply what you need to achieve the successful customer outcome. A subsequent question then arises - how do you know what is applicable? Run the sponsor/stakeholders through the SCO Map, and that will develop for you the discrete and measureable deliverables to determine the 'best' approach (it takes about 60 minutes to do that).
Everything should be targeted towards making customers lives (internal and external) easier, simpler and more successful.
If you haven't yet been introduced to the SCO map concept here's an overview http://bit.ly/SCOmap
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