Panera CEO Ron Shaich:
“SOME PEOPLE CONFUSE PANERA 2.0 AS A TECHNOLOGY SOLUTION. IT ISN’T. IT’S A SOLUTION FOR GUEST SATISFACTION.
IT’S ABOUT CHANGING THE GUEST EXPERIENCE.“
Review the full story at: http://bit.ly/CXuseyourloaf
Category: SCO
CEMMethod (updated) download new material
** CEMMethod v. 10 **
As with all these things Customer Experience Management continues to develop as organizations mature and understand better the need to align everything they do to the successful customer outcome. And in the spirit of new boots and pants we have updated the CEMMethod and associated glossary to version ten. Eleven years after its public launch now with 40+ individual techniques and approaches designed to hand hold you through the tricky territory of reframing process Outside-In.
** Updated Training program **
Naturally the training has evolved alongside the latest thinking and practice in the worlds leading organizations, so if you need a refresher talk to us about the very special pricing. If you have colleagues who should adopt the CEMMethod and become qualified business process professionals then join us for three or five day sessions at a venue near you soon.
So off we go with a bounce in our step to embrace the challenge of new ways ☺
** CPP Masters program **
Johannesburg, Sydney, Brisbane, Dubai, Denver, Orlando, London, Singapore http://bit.ly/BPGroupCPP
CEMMethod (v10) – download the guide and glossary –https://www.dropbox.com/sh/vqle3vskzekqql2/AADJ9iMtWS-sz1cRO6-d0tuBa?dl=0
Note the links expire January 30, 2015
Ciao
Steve
Certified Process Professional Masters (CPP-Master) Program
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
Why BPM fails (and what to do about it)
The power of Thankyou – 8 million times over
It looks like this is a trend in Canada – remember the Westjet Christmas giveaway? That is topping 36 million hits now. The TD Trust video has chalked up 8 million views in a little over a week.
Wow. Go enjoy people being thanked – it is a cutie.
Down-Under is tops at Outside-In
Congratulations to one and all.
Welcome to the CPP fold (l to r): Jonathan Chan, Eddie Kivijian, Steve Connelly, Daniel Musumeci, Diane Ingold, Winnie Mujunen, Bernadette Abanador, Anne Gregory, Leonardo Caceres, Shannon Cunneen, Anne Phibbs, Deb Samuels, Mark Tyas, Kate Field, Jim Tzikas (not in picture).
The next Australia Open sessions are in few weeks time in Sydney (the 13th Masters) and Brisbane (the 10th Masters) – see http://www.bpgroup.org/certification-by-city.html for more information.
Navy Seals, Stress and Success
If you would like to extend your skills into NLP and the latest brain sciences then I strongly recommend the guys in the Rockies at NLP Comprehensive – http://www.nlpco.com
Navy Seal Toughness
Tom Hoobyar
Our U.S. Navy SEALs have the reputation of being the best commandos ever created. A Navy SEAL is someone who has survived the most challenging military training in the world.
SEAL stands for Sea, Air, and Land fighting, and these guys do it all, from swimming underwater to jumping out of airplanes.
Those who pass the training demonstrate an almost superhuman ability to keep functioning in very stressful situations. In other words, they can keep functioning effectively when a normal person would be totally controlled by their primitive fight, flight or freeze reactions.
Like where things are blowing up and people are shooting at you.
What has this to do with NLP? Let me give you some background and then I’ll tell you how NLP can be super-useful here.
But first I have to tell you about a problem the Navy had. You see, the selection process for SEAL candidates was tough. But even when they had a batch of super qualified prospects, they were losing over 75% of them during the first weeks of training.
This is a very expensive situation. Navy psychologists looked at the failures and found something interesting.
The prospects who failed didn’t lack physical ability. Even though the training ordeals were extreme the candidates were able to do the job.
Nope, it wasn’t muscles – it was mental. And that’s interesting because the average SEAL I.Q. is way above the military norm and many of them have graduate degrees.
The ones who “washed out” didn’t control their instinctive reactions to stress. They simply froze or folded when the challenges got too demanding.
Mental toughness. That’s what the Navy decided to research, so they could keep more of these well-qualified candidates. Learning how to use their “software” to control their bodies’ “hardware”.
Clearly, intelligent people get scared too. Maybe it’s even a mark of thoughtful people, but fortunately smart people can learn more self-management also.
The SEAL Command Psychologist, Commander Eric Potterat, listed four key mental techniques that are now being taught to SEAL candidates. He found that these mental techniques can be taught to any willing person and they would increase an individual’s performance under stress levels where most of us would just shut down.
The “mental toughness” program was so effective that it increased the Navy SEAL pass rate by over one third.
These skills are now being taught to college students facing exams, fighter pilots, and key executives in some companies.
Here are the “Big Four” mental skills taught to Navy SEALs:
NLP skills can really enrich this technique. Just focus on what the next phase of your work will need from you – maybe just the next few minutes – and zoom in on that.
2) Mental rehearsal, or Visualization. How often do you imagine success doing something you may be anxious about? Take a moment now, and give this a try. See what it will be like when you do that thing successfully and easily. Notice how your body feels and what you hear and smell. Do this over and over again and you are providing your brain with extra experience of success.
Does this sound like an elemental NLP process? You bet. Besides increasing the SEAL graduation rate, one report I read said this simple technique raised nervous college test-takers’ GRE scores by over 150 points.
3) Take Charge of Your Self Talk. We are constantly talking to ourselves, at a rate that is many times the speed of normal speech. So when you notice something negative say “Stop!” or “Cancel!” and then create your own “cheering section” to be your encouraging chorus. Have them (or your own voice, whatever works) say “You can do it” – “This is easy!” “Forget that glitch – focus on the next one!”
Again, this is something we’ve done dozens of times in our NLP training. Now you get to use it in life.
4) Arousal Control. This skill is used to calm the physical symptoms of a panic response. You know, the sinking feeling in the pit of your stomach, sudden cold sweats or hot spells.
You control this response with deliberate breathing.
You know your primitive brain will trigger reactions that might be useful for escaping a hungry bear, but not so useful when you’re trying to talk with your boss, negotiate through traffic, or working through a family debate.
So, INHALE DEEPLY (for a count of six), hold it for a count of two, then exhale for a count of six, emptying your lungs. Do this three times.
Practice this anytime during the day. It will become your instant stress control and will lower your blood pressure and flood your brain with oxygen, increasing your ability to think and react thoughtfully.
Give this “Big Four” skills a try – and you may find that you’re becoming more resilient and a little bit more of a “fearless warrior” in your personal life.
Seeya,
Tom Hoobyar
“Neuro-Linguistic Programming (NLP) is a powerful system of thinking that can accelerate the achievement of your personal and professional goals …Some of my favorite trainers are…Steve Andreas and the folks at NLP Comprehensive in Colorado.” — Jack Canfield, The Success Principles, p 448
The illusion of Process Modeling

If the pictures you create do not reflect the achievement and contribution towards the sco you wlll fail also.

Customer Experience and Outside-In
Our guidance ultimately links every task and activity in the organization with a Successful Customer Outcome. The Customer Experience is therefore the sum of all interactions; both those seen by the customer and those taking place backstage.
Customer Experiences should ultimately be designed and controlled for the mutual benefit of the customer and the organization.
The man with a new idea is a crank..
Reflecting on his success – a Virgin still?
He goes from strength to strength and this quote epitomizes his credo “I believe that drudgery and clock-watching are a terrible betrayal of that universal, inborn entrepreneurial spirit.”
The video, 26 minutes long, may be adequately summarized by someone just as equally radical in their own way, “The reasonable man adapts himself to the conditions that surround him… The unreasonable man adapts surrounding conditions to himself… All progress depends on the unreasonable man.” George Bernard-Shaw.
Rock on Richard, carry on challenging and changing. At the end of the day it is the customer who wins because of you.