Hurray! I have one of the top 1% most viewed @LinkedIn profiles for 2012. http://www.linkedin.com/pub/profile/0/408/547?trk=200li
Greetings from Mumbai 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!)
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
Apple version: http://bit.ly/12EFNCC
Android version: http://bit.ly/X0X4iw
Recent presentations..
Access my recent keynote for some pertinent insights (or Outside In depending on your view point)
http://bit.ly/OutsideInSteveTowers
The associated slide show is embedded however you can download that from here.
http://www.slideshare.net/stowers/steve-towers-nasscom-bpo-summit-2012-opening-keynote
Topical articles –
Brad Power – Working successfully with physical fragmented teams http://lnkd.in/nAwERk
Chris Taylor – Business process failure goes viral http://lnkd.in/iuG4UG
Dr. Mohan K. – Rethinking the function of Business functions http://lnkd.in/fU3UmB
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*.
http://www.bpgroup.org/certification-by-city.html
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?
Ciao Steve
Of course everything evolves 🙂
We have the annual updater webinar soon (click here) and this year there are more than 50 specific advances to the techniques and tools, derived from organizations across all sectors. The webinar is interactive and limited in attendance so if you wish to join move swiftly.
You may wish to remind yourself of some of the fundamentals that underpin Outside In thinking and practice. If so review these 2-5 minute vids:
Ciao,
Steve
PS. Prefer in class attendance either open or inhouse? Review http://www.bpmrus.com
There are eight levels including Certified Process Practitioner, Professional, Master, Advanced Master & Champion.
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| PEX 2013 in Florida. Participants enjoying the keynote. |
Entry Deadline has been extended until 22nd February!
Review the Entry conditions for this
top rated BP Group supported event – then download the winners entries from last months US PEX Awards!
This is your opportunity for global
industry-wide recognition
You now have until Friday 22nd February 2013 to enter your project, program or deployment leader into the PEX Network European Awards.
If you are one of the innovators who are transforming and innovating process excellence this is the ideal opportunity to showcase your achievements to the judges and if you win, the wider community.
Winning an award will put you and your organisation on the process excellence map!
This year’s judges include Process Excellence experts from Bank of New York Mellon, DB, RSA, BP, Ministry of Justice, Honeywell, ABB, Fornari, Alstom, BP Group, Lloyd’s Register and BNP Paribas Cardif.
Enter as many of the 7 categories as you like. Just make sure you submit your Project or Programme by 22nd February 2013.
Feeling inspired? Put pen to paper to share your vision, strategy, project selection, metrics, communication, innovation and results to tell your process excellence story to our hand selected judges.
______________________________________________
How to enter
Review the 7 categories and follow the simple 3 step process to enter.
Start by downloading your Application Kit
If you have any questions ahead of entering please contact us on awards@iqpc.co.uk.
All shortlisted finalists will be announced mid-March.
Mark your diary for the Awards Ceremony on 30th April 2013, London.
Enter before Friday 22nd February – recognise your, your teams and your companies process excellence efforts!
All the best,
The PEX Network Awards Team
P.S. Start preparing your entry by downloading the Application Kit.
Looking for inspiration?
The winners of the PEX Network North American Awards have made their entries available for you.
Meet the 2013 North American Process Excellence award winners
Project Award Winner Best Project
Over 90 Days:
Braskem UNIB 2 RS – Reduction in fuel consumption at petrochemical processing plant
Project Award Winner Best Project
Under 90 Days:
Braskem UNIB 3 ABC- Increasing production capacity atchemical processing plant
Project Award Runner Up: Scottsdale Healthcare – Pressure UlcerReduction Project
Congratulations to the Winners
and Runner Ups!
Now don’t get me wrong I have bought and enjoyed every apple device money can buy. Yes I have one of everything and have always loved the customer experience, whether online, in-store or over the phone – until this evening at millennial mall in Orlando.
A busy store as you can see however that’s not unusual, what is though is the effort to convert 600 greenbacks for a new mike and headphones
Issue 1 – asking for help. Is it a new policy to now avoid eye contact with customers?
Issue 2 – when you do track someone down they can’t help, and want to pass you to someone else, already 4 deep with customers. “He will help you in a minute” said the obvious supervisor who ‘s member of staff complained openly that he hadn’t had his break
Issue 3 – “stay here, I will get someone else to help” says Ms. Boss. I wait, and wait but a then obviously harrassed guy to tell me “I will be with you soon” 4 minutes go by and still no help.
Issue 4 – no one cares clearly as I put down the Bowers snd Wilkins P5 headset and the snazzy USB Mike and walk out of the store.
That is it. The end of my relationship with Apple? Guess at least I will not be shopping there again. More so I will move my business to Samsung and give them a chance with my hard earned money.
Has the rot set in?
According to MIT innovation expert and thought leader Michael Schrage, if you aren’t asking this question, your strategic marketing and innovation efforts will fail.
In this latest HBR Single, Schrage provides a powerful new lens for getting more value out of innovation investment. He argues that asking customers to do something different doesn’t go far enough—serious marketers and innovators must ask them to become something different instead. Even more, you must invest in their capabilities and competencies to help them become better customers.
Schrage’s primary insight is that innovation is an investment in your client, not just a transaction with them. To truly innovate today, designing new products or features or services won’t get you there. Only by designing new customers—thinking of their future state, being the conduit to their evolution—will you transform your business.
Schrage explains how the above question (what he calls “The Ask”) will incite you and your team to imagine and design ideal customer outcomes as the way to drive your business’s future. The Single is organized around six key insights and includes practical exercises to help you apply the question to your current situation. Schrage also includes examples from well-known companies—Google, Facebook, Disney, Starbucks, Apple, IKEA, Dyson, Ryanair, and others—to illustrate just what is possible when you apply “The Ask.”
Marketing executives, brand managers, strategic innovators, and entrepreneurs alike should understand how successful innovation rebrands the client and not the product. A requisite question for its time, Who Do You Want Your Customers To Become will liberate you and your team from ‘innovation myopia’—and turn your innovation efforts on their head.
He argues that asking customers to do something different doesn’t go far enough—serious marketers and innovators must ask them to become something different instead. Even more, you must invest in their capabilities and competencies to help them become better customers.
As we say here at BPM Towers – If you can figure what the right thing to do is you will innovate to do it!
A good read for gaining even more Customer Insight.
http://www.amazon.com/Want-Your-Customers-Become-ebook/dp/B008UCBB1C/httpwwwstevet-20
PEX Orlando 2013 is rolling forward in great style.
Neat sessions this morning about leadership in process transformation.
The panel included:
There was then a furious visit by all attendees (400+) around the vendors stands for the Demo Drive, a great way to expose everyone to the latest automated solutions.
My highlight so far today was however Erika Westbays Outside In perspective of keynotes Jim Carrolls observation “three things that we must always be thinking about in our line of work as growing the business, improving the business and transforming the business.”
Erika puts this into a day to day pragmatic reality with her observation: “three things that we must always be thinking about in our line of work as growing the customer’s success, improving the customer’s success and transforming the customer’s success.”
I fully agree after all it is about getting the customer piece right BEFORE the business can succeed!
This afternoon there are track sessions on the themes Strategy, Change and Leadership / Value Creation / Sustainability / Training.
I particularly like the title “Continuous Process Improvement and Intelligent BPM” with Connie Moore of Forrester. That suggests to me there is an alternative BPM out there which isn’t smart 😉
Later are the Rewards session and cocktail party. More on that later!
Ciao for now, Steve
