Category: pex

30 plus Awesome Process Excellence sessions in Less than 72 Hours

PEX USA was brilliant.  #pexweek #cppusa #custexp
The leading thinkers and practitioners rallied in Florida. Here is a compilation of the two day workshop featuring the Certified Process Professional qualification. James Dodkins coached the session with Steve Towers.

The European PEX Event: http://www.pexweekeurope.com/
The Australian PEX Event: http://www.pexweek.com.au/

Join us for the very latest in Process Excellence, Customer Experience, Enterprise Architecture, technology and so much more…

For more on the Certified Process Professional…


Certified Process Professional Masters (CPP-Master) Program
An internationally recognized 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 http://www.bpgroup.org/book-class.html

PEX USA 2015 – the judges cut

It takes nine months and a lot of graft sifting through the entries, interviewing candidates and then choosing the winners of the Award process. If you have a story to tell do share with the PEX Network and the broader community. It is a terrific acknowledgement of the team effort and organization investment in delivering performance improvements. If you are interested then visit http://www.pexweek.com, meanwhile this was the video from the 2015 Awards process. Enjoy.

This was my tenth year of judging. I am lucky to work with so many great people who keep me upto speed, and then share their efforts with the community.
Here are a few shots of my immediate judging colleagues from 2015.

 

PEX Week USA 2015 – 10/10 for effort guys

Customer Experience through a looking glass

Ten points for who said ‘a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.’ (answers on a postcard please)

It has to be a Research company who may just want to add to the current customer experience hype with a review of what worked in the past. However we are living in a new age of customer liberation. Nothing like this has been witnessed before (well perhaps the Gutenberg press has a parallel impact – see here) and so drawing comparisons with a couple of decades ago really misses the point? Or am I completely wrong and we should just focus on Lean, Six Sigma and industrialization to help us understand customers better?

My take from a recent Process Excellence conference (PEX) on how we all need to shift our perspective Outside-In.

Who should you read? Who should you follow?

Let’s be honest. There are only so many hours in the day and in between eating, loving, sleeping, and pooping there aint much left over. However we all know the stresses and strains of keeping current, being of the moment. Keeping up to-date. It’s a full time task. So when asked at the PEX conference in Sydney in August “how do you do it?”I decided to start a list of the folks I follow.

Usually when grabbing a moment to myself I delve into the minds of others for inspiration.

Here is my list of the dirty dozen (for sharing) from the last 4 weeks:

Colin Shaw http://www.beyondphilosophy.com/ 
Daniel Pink http://www.danpink.com/
Ed Stalling http://www.maritzresearch.com/
Ernan Roman http://ernanroman.blogspot.co.uk/
Gregory Yankelovich http://piplzchoice.com/
Ian Golding http://ijgolding.com/
Kathy Klotz-Guest http://keepingithuman.com/
Maz Iqbal http://thecustomerblog.co.uk/
Michael Harris http://insightdemand.com/ 
Nate Brown http://communicatebetterblog.com/
Richard Branson http://www.virgin.com/richard-branson/
Seth Godin http://www.sethgodin.com/


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

Enabling customer centric business through process (workshop)

What happens in Vegas stays in Vegas?!
Well I certainly hope not as we host a 3 hour workshop on 29 Sep at Caesars Palace at the The Business Performance Excellence Summit. Attendees will potentially have their opinion and practice of process changed forever with hands-on insights, tools and techniques. I will be sharing some of the content from my upcoming book “High Performance Organizations” and providing 10+ Gb of information as takeaways.

Join me and the team from IQPC to see what will happen in Vegas.
Here’s the skinny of the workshop with links:

Workshop link | Conference link
Classically process activity has focused on improving productivity, efficiency and effectiveness. Methods and approaches have evolved over decades to help organizations streamline, remove waste and standardize processes to great effect. In fact the American economic success story can be attributed to these fine efforts from global companies. However times have changed and we must change with them.

This session will discuss and review some of the ‘new’ approaches and techniques developed in 21st century leading companies from diverse sectors such as aviation, pharmaceutical, retail fashion, technology and banking. We will look at the common ingredients of their success and how using the power of process linked with customer centric strategy and operations produces a winning and sustainable formula suited to the challenges of today and tomorrow.

Delegates will go away with:
• Overview of the ‘new’ methods and approaches
• Three proven techniques to provide immediate cost reductions, revenue improvements and customer satisfaction improvements
• The 101 Guide to linking process to successful customer outcomes
• In addition delegates will gain access to (a) quick guides, (b) videos, (c) case studies and (d) work sheets for immediate use
• Copy of Steve Towers latest book, The High Performance Organization


Workshop link | Conference link

Oh and let’s finish with a Julius Ceasarism (slightly edited)

Certified Process Professionals at PEX in Sydney

IQPC* and PEX maintained their excellent record for hosting the Sydney event. The final day was the Master class hosted by Steve Towers. Here is the motley crew at the end of the session – Congratulations one and all!

The classes in a few weeks time include:
Sydney – https://sydneymasters2014.eventbrite.com
Brisbane – https://brisbanemasters2014.eventbrite.com

We hope to see you there.

* Hats-off to organisers Lisa Ao and Domenico Pinto.

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