1. Moments of Truth are the cause of all our work.
In fact MOT’s create what we all say is process. Here is a video that explains their origin back in the 20thcentury. For our purposes this 10 part (one a day) series takes us through the understanding, usefulness and advanced application of MOT’s.
Why are they so important? Put simply any interaction with the customer is a Moment of Truth. Any interaction. Combine that with the observation that the customer experience is the process and you can see that MOT’s extend upstream and downstream of our business.
For example Southwest Airlines have innovated their check in process and it happens as you check out of the hotel. That MOT allows them to get the baggage into the loading cycle early and as a consequence it costs less, enhances customer service and ultimately delivers increased revenue (we all want more of that).
Getting a grip on Moments of Truth allows us to make the customers lives easier, simpler and more successful.
The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.
Access more informaiton on how to lean and apply the CEMMethod from here.
This week saw the fulfillment of a childhood dream. I have now visited the 48 Contiguous States of the USA yay! North Carolina and a progressive organization helped me achieve this honor. So thanks to James Taylor for helping me live the dream. Happy? Ecstatic!
What dreams are you working on? How soon before you get there?
Ciao, Steve
ps. Just need Someone to invite me to Hawaii and Alaska now for the full set 🙂
So how can we construct a Successful Customer Outcomes (SCO)? Download the flashcard at the end of this review.
There are six questions we should ask ourselves, stakeholders and customers.
At the most fundamental level:
1. Who is the customer?
Yes, as an organization, we have to make the choice. We can’t sit back and wait for customers to find us we need to find them. Who are they? What value can they add to our business? Do we actually have customers we do not want? It is an interesting discussion which should put us in charge of the choice. After all these days not everyone can be our customer!
2. What is the Customers Current Expectation?
Not a small question. Have you created an expectation – either consciously or worse, inadvertently. How can you find out? Ask the customer!
Now the qualification to this when the customer answers is… did you know that?
How much of what you are currently doing aligns with the customer expectation?
Tomorrow we will explore the Process the Customer thinks they are involved with?
At the height of the Industrial Age we didn’t have to do the right things, we just needed to do things. Commercial success resulted for many who were able to organize a business and produce goods.
As the Industrial Age gave way in the 1960’s to the Information Age competition started increasing. It was no longer good enough to do things, we had to do things right. This was the genesis of the management approaches (Industrial Engineering, TQM, Porter’s Value Chain, Management by Objective, Six Sigma, Balanced Scorecard, Lean, etc.) in wide practice today.
However you won’t find these approaches at the heart of most successful companies in the 21st Century because we’ve now moved past these inside-out management techniques.
We are now in a Customer-Driven Economy and the only way to excel here is through outside-in techniques that lead with the customer. Succeeding in the Customer-Driven Economy comes from doing the right things, and those right things are in fact Successful Customer Outcomes.
We are all aware of the seismic shifts underway. The decline of the west and the (re)emergence of India and China. People in the west are fond of the idea that the Chindia is emerging, however before the industrial revolution the East was the major economic force on the planet. It is a re-emergence then, and where is it going?
The BP Group compiles a bi monthly update of all things process which gets listed on the blog and syndicated all over. The latest can be Process Performance Update. However one of my close colleagues suggested I should produce the update as a travelog, where ever I am, whatever I am doing – just say it! – so here it is. Depending on your point of view it is either an informative light hearted look at process, or eight minutes of relevant pertinent stuff for business professionals. You choose 😉
In the Process/Performance basket this time we have Videos/new BPM apps/presentation downloads/conference updates
Greetings from Mumbai My travels this last few weeks have included USA, UK, UAE and now India. The team are also hot footing around South Africa, Australia, Kuala Lumpur, Europe and the US through this month.
Not only has it been the significant contrast in weather (snow/cold > sunny/hot) it is the somewhat different approaches being adopted towards Outside In. This week sees me at the India Leadership event hosted by NASSCOM. I will be meeting with the press and continuing to learn about what is making India so successful. My talk will be accessible later, if you want a copy let me know, http://bit.ly/IndiaLeadershipForum
On the subject of talks and videos have you reviewed the latest videos of the key tools and techniques? Here they are (and they are available to download and distribute!)
And now drum roll > have you downloaded the BPM Certifcation app (IOS and Android)?
There are links to resources, videos. events, reviews and much more. It is only version 1 so let us know your thoughts and how we can make it better for the community.
Reint Jan Holterman – 5 steps on the Path to Success with BPM http://lnkd.in/pp4ZWV * And lastly for now have you reviewed the all new classes? new case studies and coaching from been there and done it experienced mentors*.
Review the coaches and their in depth practical hands on wisdom.
Considering training in Enterprise BPM/Outside In?If someone in your organization is considering certification do ask these questions of anyone offering the training:
1. Where have you done this?
2. What credentials can you claim in the community?
3. Who trained you originally in Outside In?
4. When did you start and who have you helped?
5. What references can you provide, at a CEO level for the successes you have achieved?
6. Are any of your people published, and if so what and when?
7. What is the size of your network?
8. Are your trainings and courses accredited, and if so by whom?
9. Are you helping to develop the community? If so how?
PS. Tell your colleagues they owe themselves the best to go with the most experienced, up to date, pragmatic, relevant and immediate training from the BP Group http://www.bpgroup.org
Are you gearing up for 2013? Considering professional qualification to underpin your experience? Already on that journey and want to progress to the next level? Here is the first draft of the BP Groups 2013 program with Early Bird offers for those quick bookers. See you soon 🙂
