Post on 22-Nov-2014
description
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Advanced BPM concepts
A Guide for Understanding the Causes of Work
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Background....
o This short ‘extract’ results from the discussion on the BPGroup LinkedIn area regarding the performance of certain companies such as RyanAir, Lloyds Bank Group, South West Airlines, Best Buy and the now defunct Circuit City.
o Here’s the link to the discussion http://bit.ly/pT6b7
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The world was a simpler place
1975
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It isn’t simple anymore
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Think about...
All those rules Those procedures The standards The systems The hierarchy Reporting lines
“.. You know things got so complicated we decided to structure ourselves along the line of our enterprise software system, so things might work better” CIO, Global corporation 2008.
(Source BPGroup 08 Survey)
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All those signalsAll those signals
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Let’s review...
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And thinking Inside-Out makes things very complex. We need to Rethink things from the Customers Perspective, that isOUTSIDE-IN
One customer relationship with us
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Complexity causes is to do the wrong things
o Over 100,000 possible interactionso Every interaction must be designed, implemented,
codified, trained, maintained, controlled, audited, reported, managed, changed, evolved against a backdrop of legislation, control, competition, market forces, technology, strategy, skills, capability at the same time trying to make money.
o Key Question - Where is the Customer in all this?
and then we say we need to manage variance?!?
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We need to manage variance??
o Is it any wonder that many organizations are drowning in a sea of complexity and ‘impossible’ demands on structures created with out of date thinking more appropriate to the Victorian era?
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We need to manage variance??
o Complexity is the reason why things fail, why stuff is expensive and often why businesses fail.
o Complexity results when products and services become convoluted AND organizations do NOT understand the ultimate Successful Customer Outcomes (SCO’s)
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Understand what Causes work
o Use a proven method and toolset to tackle the Causes of Work – here’s a link to explain one such approach http://bit.ly/ofBNU You’ll come across concepts like Moments of Truth, Breakpoints and Business Rules
o Review the articles at successfuloutcomes.blogspot.com
o Contact us for a complimentary copy of the Moments of Truth toolkit – news@bpgroup.org
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Implementation...The Real Work Implementation...The Real Work BeginsBegins
Thank you
More information?
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LinkedIn:www.linkedin.com/e/gis/1062077