Category: BPM

You cannot manage the future by micro managing the past

How much do you need to know to know you know you know enough?
There is an industry out there which encourages detailed analysis of the past to understand the future. It didn’t work then, it doesn’t work now. 

Stories of generals fighting the last war are legion. So don’t become a victim of Analysis Paralysis.


Certified Process Professional Masters (CPP-Master) Program
(Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

An internationally recognised program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism.www.bpgroup.org/certification-by-city.html

Customer Experience Management – the truth

Customer Experience Management – what is it and why it transcends journey mapping, process management, lean and six sigma.
Quick update for those wanting the FREE download of CEMMethod – http://www.successfulcustomeroutcomes.net/2014/11/customer-experience-management-method.html

Business Process Management (BPM) meets Customer Experience Management (CEM)

Access the latest version of this groundbreaking approach.

Customer Experience is BMW

“The dealership experience is as old as the car industry, roughly one hundred years old. While cars have changed, the retail experience is much the same as it was one hundred years ago,” says Dr. Ian Robertson Member of the Board of Management of BMW AG, Sales and Marketing BMW.

BMW leaders asked themselves “what business are we really in?” and determined to move beyond “just automotive”. In fact automotive describes more of what is done, rather than the result and outcome that is achieved, and in this digital enabled market it is more important than ever to align the business to the desired successful customer outcomes.

According to Robertson it led to “a complete redevelopment of BMW’s digital world, the physical experience at the dealership, and how our people interact with customers in the sales process.” Looking at next practice in organizations such as Apple and Disney, BMW created a new role in its dealerships—the product genius. The BMW product genius is a non-commissioned expert who invests as long as it takes to help shoppers with their choices. “The product genius is not encumbered by the sale process and is not motivated to sell a car,” Robertson responded. “His motivation is customer satisfaction.”
According to BMW, product geniuses are appearing at dealerships in France, the United Kingdom, China and the Netherlands before finally arriving in the United States.
“The objective here is to better support customers with in-depth product knowledge as well as enabling the customer to better utilize and configure products in accordance with their particular needs,” said BMW in a statement. “As the product genius needs to be mobile, he or she will be equipped with a state-of-the-art Information Management System on a tablet device, allowing, for example, product configuration and in-depth explanation of features supported by visuals and films.”
Robertson made an observation that applies to most business ventures in today’s digital economy: “What we have done in the past is definitely, definitely, definitely, not good enough for the future.”

CPP Masters – 2 days in one minute

One minute of the CPP Masters class from Denver…

Review next sessions to get in the picture at: http://www.bpgroup.org/certification-by-city.html 
Certified Process Professional Masters (CPP-Master) Program
(Warwick UK Sep 15-19, Edmonton Canada Sep 22-26, Las Vegas US Sep 29, Sydney Australia Oct 27-31, Brisbane Australia Nov 3-7, Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

An internationally recognised program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism.
www.bpgroup.org/certification-by-city.html

Getting it together

Your car is German. Your vodka is Russian. Your pizza is Italian. Your kebab is Turkish and your democracy is Greek. Your coffee is Brazilian and your movies are American. Your tea is Tamil and your shirts are from India. Your oil is Saudi and your electronics are Chinese. Your news is British and your love is French. Your numbers are Arabic and your letters Latin. Your music is ethnic and your home is family. And yet you complain that your neighbor is an immigrant?

We are all in this together. So let’s smile, join hands and get on with it.

Process Excellence in Australia and New Zealand

With just a few days to go Australia is gearing up for the Annual Process Excellence conference in Sydney. Along side the unique and exclusive case studies there is networking and exchanging of stories covering process, performance, customer experience management and the digital customer. 

In addition to the networking and learning there is also the Annual Awards process. The categories are extensive including: 
 

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·     Best Improvement Deployment Project – Large Organisation Award
·     Best Deployment Leader Of The Year Award
·     Best Customer-Experience Improvement Initiative Of The Year Award
·     Business Transformation CEO of the Year
·     Young Business Improvement Practitioner of the Year

In 2014  I had the pleasure of presenting Dr. Morgan Jones (Executive

Manager at Commonwealth Bank) with the Award for Biggest Contribution to Business Improvement Industry in Australasia, and Business Improvement Manager of the Year. Morgan has also been acknowledged in 2013 with fellowship in the Institute of Mechanical Engineers to reinforce his standing in both Australia and on the world stage.



Join Morgan and other leading process professionals at this years 10th Process Excellence event: http://bit.ly/PEX_Sydney

BPM helping in healthcare

BPM helping in healthcare: We continue our occasional series on how different industry sectors are supported through the deployment of BPM – both as a technology, way of working and sustainable means of delivering the Triple Crown (lower costs, higher revenues and enhanced service).

Ottawa hospital won best project category at the annual PEX event in Orlando earlier this year. It is an annual forum sharing and exchanging information in and around BPM, Process Excellence and Customer Experience Management.

The next USA PEX event can be reviewed at: http://bit.ly/PEX_USA

other recommended conferences on the theme include:
Australia (July) – http://bit.ly/PEX_Sydney
USA (September) – http://bit.ly/BPX_LasVegas

Certification in Customer Experience Management, Process Management and Outside-In?

Hard to believe that it is already the second half of 2014. Where does time go these days?

There is no time to delay that next oomph and career boost with some specific hands-on training based on the approaches used in the worlds leading companies. As an individual the Certified Process Professional qualification is the gold standard with a proven pedigree of 28,000+ CPP’s since 2009. http://www.bpgroup.org/certification-by-city.html

Are you responsible for Process Management?
If you are responsible for your organizations processes, performance management and/or the Customer Experience you can go further and bring the program in-house and have it customized around the CEMMethod for your specific environment. You will be joining organizations like Citibank, WCB, Nature Conservancy, IQ Business, Old Mutual, Mediclinic, Bank of Valleta, AIA, Vodacom, Aramco, NBAD, Reliance, ABB and dozens more – and that’s in the last two years!

The next 3 and 5 day Open 2014 classes in the USA, South Africa, Australia, UAE, Singapore and the UK.

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

This week we are in South Africa for the CPP Masters program co-hosted with African partners IQ Business – follow progress via #certifiedprocessprofessional.

Here’s the team shot of the last session in Johannesburg a couple of months ago.