Keynote Steve Towers
@stowers
Transforming business in Asia using an integrated approach
www.stevetowers.com www.bpgroup.org www.cer0fiedprocessprofessional.com www.towersassociates.com www.oibpm.com www.cemmethod.com www.cxra0ng.com
Reiki NLP
Hypnosis
Industrial Engineering O&M Systems Ops Research Outside-‐In
Originally an Industrial Engineer worked in Operations, Marketing & Systems from the front line to the ‘C’ Level. Also a qualified Master Hypnotist, Hypnotherapist NLP Practitioner and Reiki Master.
I have worked on a long
term basis with many
leading companies over
the last two decades..
Authored several books..
STEVE TOWERS AUTHOR, COACH, CONSULTANT & MENTOR
Singapore Feb 25 2014 Cer0fied Process Professionals
www.bpgroup.org
Changing views of the organization
Away from Top down Industrial silo’s
And monolithic pyramids that exclude…..?
that had single simple communication
Where the customer had limited and restricted choice
Where the world seemed flat and the rules understood
how do we go about Connecting the dots and turning thoughts into Action?
and our ways of communicating are designed for the old world industrialized view of things
inside-out –everything looks like a production line – where is the
customer?
times have changed forever Different shapes sizes and places
We need simple and intuitive
That works for all our customers
That learns as we do and reconfigures on the fly
That works across all channels immediately
Which copes with the lack of cohesive systems and processes
And truly understands Customer NEEDS (not wants)
Is accessible to staff whatever the level and skill set
IT’s Time to change the way we do Process Excellence
And let people do what they need to do whenever whereever
That links everything together
Regardless of channel, customer, technology and process
So how could we look at our processes and strategy?
an integrated approach is needed OUTSIDE-IN…..why?
the old ways often pay lip service to the REAL NEEDS
because It’s a joke the way some orgs d/w
customers
NEEDS V. WANTS
300,000 worldwide Floirda/California/France/China/Japan
lookING at Process FROM THE PERSPECTIVE OF successful customer outcome and
MOMENTS OF TRUTH
PROCESS DESIGN FROM THE OUTSIDE-IN
Using PEX to improve things and we can learn from each other
nine moves to consider ! use tools and approaches suitable to the task in hand ! make sure what you do is accessible to all (even the CEO) ! avoid analysis paralysis (how much to do you need to know
to know you know you know enough?) ! ensure what you are doing creates flexibility &
adaptability ! deliver results quickly and simply (don’t over engineer) ! communicate openly across all channels ! understand customer NEEDS and not wants (Needs of
Customer NOT Voice of Customer) ! put the customer at the centre of everything you do ! reframe the world from the Outside-In (lego)
!
so your opening moves could be….
! Identify the interactions you have with your customer
! Note whether these are Moments of Magic or Moments of Misery
! Identify actions that would eliminate the Moments of Misery
www.stevetowers.com www.bpgroup.org www.cer0fiedprocessprofessional.com www.towersassociates.com www.oibpm.com www.cemmethod.com www.cxra0ng.com
Reiki NLP
Hypnosis
Industrial Engineering O&M Systems Ops Research Outside-‐In
STEVE TOWERS AUTHOR, COACH, CONSULTANT & MENTOR
Business Card >
Thank you!
Keynote Steve Towers
@stowers
Transforming business in Asia using an integrated approach
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