Exploring the fertile territory of Moments of Truth *** Moments of Truth are the cause of all our work ***

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.

Upcoming BP Group Certified Process Professional (CPP) opportunities

Thinking about investing in your future? Needing to extend your Professional scope?
Here’s the next 20+ Open classes delivered by the BP Group and the Certified Process Professional (CPP) program:

Country Event Starts Level Duration (days)
USA San Francisco, USA, CPP Professional®, Masters® April 2013 Apr 8, 2013 1-2-3-4-5 5
India Kolkata Certified Process Professional Masters®, April 2013 Apr 8, 2013 1-2-3-4-5 5
Canada TORONTO, Canada BP Group CPP Professional®, CPP Masters®, April 2013 Apr 8, 2013 1-2-3-4-5 5
USA Chicago, USA, CPP Professional®, Masters® April 2013 Apr 15, 2013 1-2-3-4-5 5
USA Atlanta USA, CPP Professional®, Masters® April 2013 Apr 22, 2013 1-2-3-4-5 5
Kenya Nairobi, Kenya – CPP Professional®, Masters® April 2013 Apr 22, 2013 1-2-3-4-5 5
Australia SYDNEY – Advanced Masters® & CPP Champion®, 22 April 2013 Apr 22, 2013 1-2-3-4-5 5
India PUNE Certified Process Professional Masters®, April 2013 Apr 22, 2013 1-2-3-4-5 5
USA NEW YORK CPP Professional®, Masters® April 2013 Apr 29, 2013 1-2-3-4-5 5
South Africa CAPE TOWN, CPP Professional®, Masters® May 2013 May 6, 2013 1-2-3-4-5 5
South America Sao Paulo, Brazil – CPP Professional®, Masters® May 2013 May 13, 2013 1-2-3-4-5 5
China Beijing, China CPP Professional®, Masters® May 2013 May 20, 2013 1-2-3-4-5 5
Malaysia Kuala Lumpur CPP Professional®, Masters® MAY 2013 May 20, 2013 1-2-3-4-5 5
South America Buenos Aires – CPP Professional®, Masters® May 2013 May 20, 2013 1-2-3-4-5 5
China Hong Kong, China CPP Professional®, Masters® May 2013 May 27, 2013 1-2-3-4-5 5
UK LONDON, UK CPP Professional®, Masters® June 2013 Jun 3, 2013 1-2-3-4-5 5
UAE DUBAI, UAE CPP Professional® & CPP Masters® & CPP Champion®, June 2013 Jun 16, 2013 6-7-8 4
Australia Brisbane CPP Professional® & CPP Masters®, July 2013 Jul 29, 2013 1-2-3-4-5 5
Australia SYDNEY, CPP Professional®, Masters®, August 2013 Aug 5, 2013 1-2-3-4-5 5
Singapore Singapore CPP Professional®, Masters® September 2013 Sep 2, 2013 1-2-3-4-5 5
Malaysia Kuala Lumpur CPP Professional®, Masters® Sept 2013 Sep 9, 2013 1-2-3-4-5 5
Philipines Jakarta CPP Professional®, Masters® September 2013 Sep 16, 2013 1-2-3-4-5 5
Australia BRISBANE CPP Advanced Masters® & CPP Champion®, September 2013 Sep 16, 2013 6-7-8 4
Japan TOKYO CPP Professional®, Masters® September 2013 Sep 23, 2013 1-2-3-4-5 5
South Africa CAPE TOWN, CPP Advanced Masters® & CPP Champion®, 23-26 September 2013 Sep 23, 2013 6-7-8 4

Advanced BPM and Outside In – The CEMMethod

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.

Living the Dream

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 🙂

Video snippets for those Outside In tools

Business Process Management – what is it?
http://youtu.be/NO54KXxTp9I

Moments of Truth – what are they?
http://youtu.be/OT_2cqMtrUw

Breakpoints and Business Rules?
http://youtu.be/_8KSN_McWIg

Successful Customer Outcomes (SCO’s) http://youtu.be/u4keI_kmdxM 

Voice of Customer?
http://youtu.be/bTbHrxi1Vq4  


Latest CPP program – Levels 1-8
http://www.bpgroup.org/certification-by-city.html


Linked In (Over 10,000 members now)  BP Group overall 85,000

Certified Process Professionals 25,000+

Successful Customer Outcomes Posting Five

            What does a completed SCO Map look like? Here is one example:
If you understand SCO Maps in their original 2006 form you will also notice the improvedcapacity for iteration. In fact mature Outside In organizations will have undertaken two or perhaps three cycles of analysis to arrive at a completed understanding of customer needs.
In this example the one liner is “Improving Quality of Life”.
So circle back and prepare your own SCO Map (we also call the iterative diagram a SCO Revolution to explain the need for further refinement beyond the first cut).
Test it with colleagues and don’t be surprised if you find your understanding of customers needs is totally transformed for the better.

Successful Customer Outcomes Posting Four

5. And now we are ready to establish the real Successful Customer Outcome (SCO) as a set of statements of intent with SMART (Specific, Measurable, Attainable, Relevant and Time-bound) objectives. There is no room for management weasel words such as fast, efficient, effective, timely and the like. Here we get specific and develop metrics that will tell us how well we are delivering the SCO. Having identified the Statements of Intent and the associated measures we are ready to summarize the complete SCO Map.

What is the one liner that describes this SCO?

6. The one liner may even sometimes be summarized as one word. Also we are now bordering on the territory of Strategy as the articulation of the SCO Map should link directly with the organization Mission and Vision. In mature Outside In organizations the SCO Maps link with customer categories and we develop a clear line of sight from every single task and activity right through to the organization objectives. That line of sight is a tangible and objective linkage that confirms everything we are doing is aligned with corporate goals and objectives.

Successful Customer Outcomes Posting Three

So you have the customer and their expectations understood.
What about the process the customer thinks they are involved with?
3. What Process does the Customer think they are involved with?
Challenge yourself with this one. It isn’t the process we, as an organisation, think the customer is involved with. You need to look at this Outside In.
If you, as a customer have twanged your car it isn’t the claims process, the assessment process or the evaluation process. It is much more likely to be “getting back on the road as soon as possible”. How much of what you are doing contributes to that? Are you busy processing claims, counting them, improving the efficiency of processing claims and minimizing the risk. Honestly the customer doesn’t give a stuff about that. They just want to be back on the road.
4. What do we do that Impacts Customer Success?
All the stuff we do as organizations in ensuring has been developed over time to minimize risk, improve effectiveness and delivery the required service at the lowest cost.  Along the way we have introduced rules and controls to ensure we deliver those objectives. Thinks about it in your company. Do you have checkers checking checkers? Are the unwieldy procedure manuals, written tot the latest so called Service Level Agreement standards? In our likelihood you will have things that directly impact customer success. Dumb rules, procedures from the past and checks and balances no longer required.

Successful Customer Outcomes Posting Two

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?

Successful Customer Outcomes Posting One

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.