Business Process Management Succeeding With BPM

Geneva, November 2007

Business Process ExcellenceBusiness Process ExcellenceHow to Succeed with BPM in the Ageof the Customerof the Customer

Steve Towers© Steve Towers & Terry Schurter

All Rights Reserved

www bennugroup net

www.bennugroup.net www.stevetowers.com All material © Terry Schurter & Steve Towers unless otherwise stated – All Rights Reserved

www.bennugroup.net

Geneva, November 2007 – www.stevetowers.com



Embedding BPM as a way of l f flife for your organization

Undertaking process initiatives g pfrom the customer point of view

Effectively aligning businessEffectively aligning business transformation with the customer

www.bennugroup.net www.stevetowers.com All material © Terry Schurter & Steve Towers unless otherwise stated – All Rights ReservedGeneva, November 2007 – www.stevetowers.com

Evolution of Business Process Excellencebased on Towers Associates & Bennu Group Research 2006‐7 (800+ organizations)

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CUSTOMER EXPECTATION MANAGEMENT

BUSINESS PROCESS MANAGEMENT

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INSIDE Focus shifts OUTSIDE

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A New Landscape is emerging

Waves of Benefits from Business Process Excellencebased on Towers Associates & Bennu Group Research 2006‐7 (800+ organizations)

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TowersAssociates www.bennugroup.net www.stevetowers.com

1977 1983 1989 1995 2001 2007© 2007 Steve Towers & Terry Schurter

Functional Islands ‐ before

Actioning department3

6

Global Bank – AS‐WAS

TelephoneLiaison

Filing/Doc. Mgt2 47

5

8 91. Client calls into Call Centre

2. Call transferred to Tel. liaisonCall Centre

CorrespondenceUnit

1

3. Action request passed to line department

4. Action progress reported to Telephone liaison

Client

1 10 5. Telephone liaison inform customer of progress

6. File information requested

7. File information transferredHello – can you tell meth t t f l


8. Letter created

9. File and letter returned to Filing

10. Letter despatched to customer

the status of my loan Application please?

Process Improvement ‐ duringActioning department

3

Global Bank – Transition

Customer Contact Unit

Filing/Doc mgt.245

Contact Unit

1. Client calls CCU.

2. Action request passed to line department6

1

3. File info’ requested

4. File info’ delivered

5. Customer response compiled16. Tel. liaison contact customer with resolution (‘phone/letter)


Improved Productivity, Enhanced Quality, Lower Cost

Process Management ‐ outcomesGlobal Bank – IS‐NOW

Customer Experience Centre 1 Client calls Customer Experience

Online informationstore

Experience Centre 1. Client calls Customer Experience Centre.

2. Tel. liaison resolve and contact customer with resolution (‘phone/ letter/email)

2

1The rules have changed....!The rules have changed....!Now organized aroundNow organized aroundggSuccessful Successful Customer Customer OutcomesOutcomes


OutcomesOutcomes

Reduced Costs, Improved Revenues, Enhanced Service

ORGANIZATIONAL ALIGNMENT around SCO’s

The Process Performance Landscape

Provides the structureProvides the structure and language to align everything with the y gCustomer

TowersAssociates www.bennugroup.net www.stevetowers.comGeneva, November 2007 – www.stevetowers.com

Can You Imagine How Different Things Would Be?


Welcome to

An example of how to Innovate throughInnovate through

Successful Customer Outcomes


Outcomes

The FEDEX KINKO SCO... CHALLENGE 1

How could we make business travelers’ lives Simpler, Easier andmore Successful?

1) I want to have a great presentation tomorrow.

2) I need to have packets to hand out

3) I have to get the packets printed and bound.

4) They need to be nice.) y

5) They need to be ready when I need them


6) I need to have them when I go to my meeting5 minutes – think, discuss and feedback

WHAT DID FEDEX KINKO’S DO?


LESSONS LEARNED - Customer Expectation Management

Market Leaders make their customers’ lives Simpler, Easier and More Successful

They focus Outside‐in and reduce complexity by fixing the Causes of Workfixing the Causes of Work

They Align everything they do to the y g y g yCustomer and eradicate the things that don’t

Th l t h l h t h lThey apply technology where technology adds CUSTOMER value!

TowersAssociates www.bennugroup.net www.stevetowers.comGeneva, November 2007 – www.stevetowers.com

A New Landscape is emerging

Waves of Benefits from Business Process Excellencebased on Towers Associates & Bennu Group Research 2006‐7 (800+ organizations)

enef

itsB

e


1977 1983 1989 1995 2001 2007© 2007 Steve Towers & Terry Schurter

Business Process Management Succeeding With BPM

Business

Transcript of Business Process Management Succeeding With BPM