business process management cem method (update at
DESCRIPTION
Overiew of the Advanced BPM Method - Customer Expectation Management NEW 2014-15 UPDATE http://www.slideshare.net/stowers/cemmethod-walkthoughTRANSCRIPT
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The BP Groups (www.bpgroup.org) research a decade ago identified a shift from 'inside-out' to customer centric 'outside-in' techniques and methods. The early work around this was articulated in 'In Search of BPM Excellence' in 2004/5 at http://tinyurl.com/62vmz8 . Subsequently Customer Expectation Management was articulated as the most evolved form of BPM - see http://tinyurl.com/5ltb7e
The method in its earliest form was called 8 Omega (see http://www.8omega.com/ ) however 8 Omega fails the acid test - where is the customer? The subsequent emergence of CEM and its emphasis on doing the right things provides the means for dramatic and sustainable improvements - way beyond those achieved with classic approaches such as Lean and Six Sigma.
Customer Expectation Management Method was presented at a keynote in an IQPC conference in London during June 2007 and mentioned in an associated article http://tinyurl.com/6pyhca
The CEM Method has now been refined, road tested and proved worthy in major companies across the globe.
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CUSTOMER EXPECTATION MANAGEMENT METHOD (CEMMethod)
CEMM is an 8 Step Method for aligning, optimizing and
increasing the performance of any process or service.
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1) What do customers really need?
“The Right Things”
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Successful Customer Outcomes
Deriving the SCO is a straight forward activity, using a structured approach and building the “customer picture”
• Who is my customer?
• What is my customer’s current expectation?
• What is the process that the customer is engaged in (from their point of view)?
• How does what we do effect customer success?
• What is the SCO (what does the customer really want from us)?
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2) What things are we doing now?
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3) Do you Capture every client interaction?
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Moments of Truth
MOT
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CUSTOMER EXPECTATION MANAGEMENT METHOD (CEMM)
4) Do you capture every internal interaction?
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Break Points
BP
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5) Which of your business rules are
really relevant?
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Business RulesBR
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The number of Process Diagnostics that exist in the organization
Process diagnostics include:
Moments of TruthBreak PointsBusiness Rules
It’s simple math…
Process Points of Failure
PERFORMANCE, AGILITY, AND QUALITY ARE DRIVEN BY…
MOT
BP
BR
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6) Do you understand the risk?
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7) Create Action Plan
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8) Execute
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Can You Imagine How Different Things Would Be?
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For more information please try these resources:
www.bpgroup.org – The worlds longest established BPM Business club (1992) with Articles, Case studies and advanced BPM resources
www.towersassociates.com – for certification, training and mentoring services using Advanced BPM & Customer Expectation Management
www.cityprocessmanagement.com – global consultancy specialising in the useof Customer Expectation Management, BPM and Strategic change
www.cemmethod.com – the latest versions of CEM and links to good resources
www.linkedin.com/e/gis/1062077 - the BPGroup community on Linked-in