PEX Award winners 2013

We have just wrapped up here in Orlando for another year. A major highlight of this years event was the Awards program, run as ever in incredible style by the PEX team and especially Amanda aka the Nanny. The BP Groups team wishes to thanks everyone who attended and Amandas colleagues at IQPC who make this work so well including Vanessa, Julie and Lucy.

 
It is an honor to work on the judges panel and witness the growth and impact of process transformation across so many business sectors.
Next stop for PEX is the European event in London in April – see http://www.processexcellencelondon.co.uk/Event.aspx?id=844002 

It is the Annual Conference at PEX Orlando :)

I will be joining this week several hundred other process professionals here in Orlando at the Hilton Bonnett Creek for the very latest networking and sharing of the best in Process transformation and Outside In. Three years ago I keynoted with this presentation which is still as relevant for all aspirant individuals and organizations seeking to step up their business performance.

If you want anymore like this let me know. If you are in Orlando this week let’s meet šŸ™‚

Lord Nelson and Successful Customer Outcomes (SCO)

Horatio Nelson is one of the greatest heros in British history, an honor he earned by defeating Napoleonā€™s fleet in the 1805 Battle of Trafalgar. Horatio_Nelson.jpgHis victory at sea over the French fleet ultimately proved to be the start of the end of the Napoleon era, which finished with another famous battle at Waterloo in 1815.

So what has Lord Nelson got to do with SCOā€™s? To answer that question we need to understand how an  out gunned, out manned and apparently demoralized British fleet could turn the tide of war.

Battles at sea had until Nelsons leadership been conducted by Admirals and Commanders often ashore dispensing orders as if playing a game of chess. Move from here to there and engage that ship. The signals from the command were conveyed by flag wavers, strategically placed across the battle front to provide a visual instruction to ships captains.
Sea battles tended to be well planned and predictable affairs with naturally the fleet with greater resources usually victorious. And so it seemed would be the case as the two largest sea going battle fleets in the world approached a pivotal conflict.

Nelson who was more than familiar with hardship both physical from earlier war wounds  (blind in one eye with a crippled arm) and the burdensome politics of the Admiralty brought his captains together to review the battle plansā€¦. Clearly understanding the dilemma he articulated an approach ā€œsink the French fleet at all costsā€ which in retrospect seems a statement of the blindingly obvious, however tactics and strategy was the domain of the Admirals, not the captains who simply acted out orders provided by flag wavers. Asking the captains what would that involve brought forward the idea of individual ships acting ā€˜in the momentā€™ to take advantage of the slower moving, albeit more powerful French ships. If the British ships could ā€˜get alongsideā€™, rather than waiting for extended orders there was a chance for victory.

And so it was that the flag wavers remained ashore and the captains, seeking to align everything they did to achieve the successful outcome ā€œsink the French fleetā€ acted in unison and yet with discretion to strike boldly. The rules of the game where changed forever when the British fleet attacked the French in the dead of night. The incredulous French were taken unawares as sea battles traditionally stopped for the night because no one could see the flagsā€¦.

We can encapsulate Nelsons commitment as just before the battle of Trafalgar Nelson sent a famous signal to his fleet: “England expects every man will do his duty and sink the French fleet“… Nelson’s own last words were “Thank God I have done my duty”… Because of the distance from Trafalgar to England, Nelson’s body was placed in a cask of brandy to preserve it for the trip.
So there we have it. A clear articulation of the successful outcome (think outside of the box). An understanding and actioned desire to make that happen through the technology, people and processes.

It literally changes the rules of the game ā€“ forever.

So how much flag waving goes on in your organization? Have you truly articulated the SCO and is everyone and everything aligned to achieving it?

About the Author

Steve Towers, Co-founder and Chair of BP Group (www.bpgroup.org), is an expert on process and performance transformation. Steve founded the first community focused on business process management in 1992.

Steve has bases in Europe (UK), and Colorado.

On banks, customer onboarding and Outside In

Companies of different shapes and sizes face similar seismic challenges to their existing operations. Banks are a prime example of this need to shift towards Outside In thinking and practice.

In the current demanding environment, banks need to win new customers and seek ā€“ and realize ā€“ recurring revenues from new and existing customers.
Winning new business and retaining existing customers in a volatile market can be a massive challenge; however, providing an efficient, cost effective and differentiated customer service has become the key to any banks ability to not only survive, but to thrive.
A successful bank needs to tailor its service propositions to deliver sustainable margin-earning business across legacy functional and product silos.
The old industrialised approach based on selling a specific product to a segmented customer via a dedicated and discrete silo no longer meets 21st century customer needs. Fundamentally, banks now need to optimize the share of business that they win (and retain) from each customer. This in turn requires adopting a customer centric and service oriented mindset, and developing an unprecedented depth of customer insight to enhance the quality and consistency of the service provided.
However, the embedded structure, operational culture and processes of many banks mitigate against this objective. Experience shows that customers are increasingly disappointed by banks’ inability to operate effectively across silos and fail to understand specific customer needs. New capabilities are required to enable banks to take an increasingly ā€˜customer orientedā€™ view on how to serve their clients. The customer  service strategy of banks should progressively make customers lives easier, simpler and more successful.
Banks must become Outside In and see all their business operations in the context of achieving Successful Customer Outcomes. Those organizations who make customers lives easier and more successful are winning, and more importantly retaining customers trust and future business. Customers should therefore enjoy the total banking experience so they will stay with you and spend more. 
When was the last time you enjoyed a banking experience?

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Thank you once again for the truly Copernican learning experience that we had in June.  Outside In is immensely appropriate here and so far our executives like the message.
Ernst Hertzog
, Business Process Engineer | Operations, MEDICLINIC SOUTH AFRICA

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Certified Process ProfessionalĀ® Update ā€“ October 2012

iPad3ā€™s / Advanced coaching / Videos /Articles/Downloads
Welcome to this bite sized update
** BP Group CPP Advanced MasterĀ® & ChampionĀ® **
New sessions for wannabe Advanced Masters and Champions

You can now pre register interest for upcoming classes. If you are already a Certified Process Professional review the upcoming Advanced/Champion sessions in New Zealand, UK, USA, South Africa and UAE:
http://www.bpgroup.org/cpp-mastersreg-championsreg.html
** BP Group professional accreditation **Not yet professionally qualified? Review upcoming sessions from:
http://www.bpgroup.org/certification-by-city.html
Register for a class before year end and enter the draw for an iPad3 ā€“ one per class!!
** Winners in the iPad3 ** draws from August and September were drawn in London on October 1st.
Congratulations to the 11 winners ā€“ (listed in the closed area)
** Interesting Resources **
Successful Customer Outcomes Six Sigma on Steroids (keynote presentation)
What would Steve Jobs have done?
http://lnkd.in/tykq75
Big companies canā€™t innovate halfway
http://lnkd.in/-U3etF
** Review the videos ā€“ insights and suggestions J **
A couple of recent interviews and session highlights:
** BP Group is on Linked In company pages **
Linked In now have company pages, and yes the BP Group has its own! Early days however have a look and follow us from:
http://bit.ly/BPGroupCompany
** PEX ANNUAL US Conference **Have you a story to tell? Do you need to know the latest? ā€“ register for Orlando in January here:
Catch you soon, all the Best
Steve



Was 2009 the year BPM really died?

Thomas Olbrich

Thomas Olbrich
Co-founder and Managing Director at taraneon Process TestL
SaarbrĆ¼cken Area, Germany

Downsizing, cost cutting, re-aligning to new realities, survival, new business models ā€¦ 2009 has offered so many challenges to which process owners might have provided not only answers but solutions. And on the whole they have failed:

Failed in that weā€™re still spending an unacceptable amount of time on process discovery

Failed in that weā€™re still insisting that automation is a type of management

Failed in that weā€™ve still not understood that processes either create or destroy value

Failed in that weā€™re still thinking that any improvement of our internal processes will automatically lead to improved customer processes

Failed in that weā€™ve still not understood the difference between process projects and process operations

Failed in that weā€™ve not linked processes to business strategy

Failed in that still weā€™re using the term ā€˜processā€™ as a figleaf to cover functional orientation

Failed in that weā€™re ignorant of how changing circumstances affect processes

Failed in that weā€™ve refused to hold process owners accountable for the mess they are administering

Failed in that 20 years after the first big reengineering wave and 10 years after BPM became fashionable to talk about, we have still not managed to create a process mindset

And weā€™re still wondering why senior management refuses to believe in the value of processes ā€“ other than as a theoretical concept? I dare anyone to explain how all the nice sounding process predictions for 2010 a la cloud, SaaS, green processes, BPM 3.0 etc. will make things any better if we first donā€™t adress the basic issues weā€™re facing. Looking to the future is one thing but without learning the lessons from the past (http://bit.ly/7fMaAY) the future will just pass us by.

(Sorry about this rant, itā€™s been a good year from a business and personal perspective, so no complaints there, but I really thought that 2009 would have pushed BPM to a new/higher level of contributing to business excellence)

Thomas

Recap on the discussioon at: Ongoing – Join the debate here

Organisational Behavioral Aspects of BPM Implementation.

In 2008 Pieter Jongstra (Enterprise Architect) shared some of the secrets of SNS Bank Organisational Behavioral Aspects of BPM Implementation.  Great insight to help with the whole issue of BPM and change management. SNS is no different from any other large organisation coping with the 21st century ā€“ for instance this is the Business Operating Model.

 You can download the presentation from this link.
In a few weeks time the BP Group will be twenty years old. As part of the celebration we are publishing an article a day ā€“ all are evergreen and provide an insight as valuable today as when they were originally published. As we move towards September 19th we will bring the story up to date with a preview of the upcoming book ā€“ The High Performance Organisation (Samir Asaf & Steve Towers).