three business process improvement tools to improve planning outcomes - salesnet - october 2014
TRANSCRIPT
Sandra Whittingham | Director | www.salesnet.ltd.uk
___________________________________________________________________________________________________________________ SALESNET
Three Business Process Improvement Tools to Enhance Planning Outcomes
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
SalesNet Business Process Improvement
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Success starts with planning
___________________________________________________________________________________________________________________ SALESNET
Success starts with planning – make the planning process as effective as possible. This presentation looks at three specific tools for success:
• The Value Proposition Statement • The Problem Context Diagram • Consensus Decision Making
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Success starts with planning
___________________________________________________________________________________________________________________ SALESNET
1. The Value Proposition Statement
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
1. Value Proposition Statement
___________________________________________________________________________________________________________________ SALESNET
A mission statement describes the soul of a brand. If you are not a big-name brand, but still want to articulate exactly what your business does – create a Value Proposition Statement.
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Mission statements – some examples
___________________________________________________________________________________________________________________ SALESNET
•To bring inspiration and innovation to every athlete in the world. Nike:
•To be the most customer-centric company in the world, where people can find and discover anything they want to buy online.
Amazon:
•Provide a global trading platform where practically anyone can trade practically anything. Ebay:
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Value Proposition Statement
___________________________________________________________________________________________________________________ SALESNET
The Formula: To deliver (a product or service) to (the customer) with (key attributes) so the customer can effectively achieve their objectives whist meeting (all external constraints).
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Value Proposition Example
___________________________________________________________________________________________________________________ SALESNET
An example: A Design Agency Key attributes
• Award winning creative team • Skilled in multimedia formats • Strong, dedicated account management • Business-to-business specialist
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Value Proposition Example
___________________________________________________________________________________________________________________ SALESNET
To provide branding, marketing collateral and website design to business-to-business customers with the skills of a professional team of award winning designers, so that the design work will be original, have high impact and is guaranteed to be delivered within time and budget constraints.
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Value Proposition Statement
___________________________________________________________________________________________________________________ SALESNET
Work out your key attributes and complete the formula: To deliver (a product or service) to (the customer) with (key attributes) so the customer can effectively achieve their objectives whist meeting (all external constraints).
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
1. Value Proposition for Schools
___________________________________________________________________________________________________________________ SALESNET
Remember: • Seek all senior colleagues input when deciding on key
attributes
• Research your findings to make sure others perceive your key attributes as you do
• Be prepared to change your opinion if needed
Value Proposition - summary
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
When researching your attributes – be aware
___________________________________________________________________________________________________________________ SALESNET
• Basic requirements that may not be specifically requested but will cause dissatisfaction if they are not met
Expected
• The requirements most likely to be requested by customers and will be shaped by previous experience. Make sure you understand why this has been requested.
Wanted
• The customer will never ask for these but when they receive them they are truly delighted
Delight Factors
Delighting the customer requires a certain type of
knowledge
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Success starts with planning
___________________________________________________________________________________________________________________ SALESNET
2. The Problem Context Diagram
Problem Solving – errors are magnified through a process - solve them early
___________________________________________________________________________________________________________________ SALESNET
WEBSITE: www.salesnet.ltd.uk EMAIL: [email protected] TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
2. Problem Context Diagram
___________________________________________________________________________________________________________________ SALESNET
The Problem
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Problem Context Diagram
___________________________________________________________________________________________________________________ SALESNET
The Problem
The Process where we see the Problem
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Problem Context Diagram
___________________________________________________________________________________________________________________ SALESNET
The Problem
The Process where we see the Problem
Upstream Process
Upstream Process
Upstream Process
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Problem Context Diagram
___________________________________________________________________________________________________________________ SALESNET
The Problem
The Process where we see the Problem
Upstream Process
Upstream Process
Upstream Process
Downstream process affected
Downstream process affected
Downstream process affected
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Problem Context Diagram
___________________________________________________________________________________________________________________ SALESNET
A hypothetical problem: The contact lists produced by the CRM / MIS for marketing purposes are inconsistent with some data fields missing and some information in the wrong fields. Marketing initiatives are being jeopardised.
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Success begins with planning
___________________________________________________________________________________________________________________ SALESNET
Inconsistent Data
Incomplete data details when lists run for marketing initiatives
Data entry Fill in
Application forms
Inputting agent forms
Running queries Addressing envelopes
Mail merging name badges
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Problem Context Diagram - Example
___________________________________________________________________________________________________________________ SALESNET
Selecting priorities: • Identify the few (20%) upstream processes that
contribute most (80%) to the problem • Identify the few (20%) downstream processes that are
most (80%) affected by the problem
Improve the upstream processes and measure the effect on the down stream processes.
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Problem Context Diagram - Rules
___________________________________________________________________________________________________________________ SALESNET Guidelines for selecting priorities: • Do prejudge the reasons giving rise to the problem
• Identify the process that directly delivers the problem (or where the problem is seen) if many, then the main one
• Identify processes that are upstream of the problem process
• Identify the processes downstream that are affected by it
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
3. Consensus Decision Making
___________________________________________________________________________________________________________________ SALESNET
What goes wrong?
For a project to be successful all people involved must want to
participate.
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
WHAT STOPS US
___________________________________________________________________________________________________________________ SALESNET
3 Consensus Decision Making
___________________________________________________________________________________________________________________ SALESNET
WEBSITE: www.salesnet.ltd.uk EMAIL: [email protected] TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Research by Jack Gibb
Reasons for Project Failure
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
3. Consensus Decision Making
___________________________________________________________________________________________________________________ SALESNET
Work hard to communicate what has to change:
• Include as many colleagues as is realistic within the decision making processes
• Create mechanisms for feeding outcomes back to represented groups
• Listen to what all parties have to say – equally • Apply a final decision rule • Use supportive behaviour to counter defensiveness
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
GIBB'S Categories of Defensive & Supportive Communication Behaviours
___________________________________________________________________________________________________________________ SALESNET
EVALUATION: • Judgmental statements indicating a lack of regard for the other. subtext. "I don't value you.“ • responses: counterattack, justification, defensiveness, abandon, communication
DEFENSIVE SUPPORTIVE
DESCRIPTION: • Neutral statements describing the behavior, giving it context and reporting its impact on you. "When you put me down in front of others, I feel humiliated.“ • supportive language: "I” factual vs. inflammatory language
CONTROL: • Speaker imposes solution(s) without regard to the needs or input of the other. • subtext "I know better than you what you need."
PROBLEM-ORIENTATION: • Collaboration on a solution that is satisfactory to both. • win-win supportive language: asks instead of Tells responses: sabotage, resistance "What do you think?"
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
GIBB'S Categories of Defensive & Supportive Communication Behaviours
___________________________________________________________________________________________________________________ SALESNET
STRATEGY: • Manipulation subtext., "I don't trust you or our relationship enough to be direct.“ • responses: resentment, resistance
DEFENSIVE SUPPORTIVE
SPONTANEITY: • (honesty) Direct communication with no underlying agenda
NEUTRALITY: • Indifference to speaker's plight. subtext 'What is going on with you doesn't matter to me." • responses: resentment, hurt, defensiveness
EMPATHY: • Verbal and nonverbal displays of support. • supportive language: reflective listening, paraphrasing
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
GIBB'S Categories of Defensive & Supportive Communication Behaviours
___________________________________________________________________________________________________________________ SALESNET
SUPERIORITY: • Speaker reminds you frequently of her perceived greater status. subtext "I am someone. You aren't." • responses: delight in speaker's failures
DEFENSIVE SUPPORTIVE
EQUALITY: Speaker may have greater talents, but communicates that she sees you as having equal worth as a person
CERTAINTY: • Sees one way: MY WAY! Has low tolerance for disagreement. subtext "I'm right, you're wrong." • responses: debate, delight in proving speaker wrong
PROVISIONALISM (flexibility): •Would rather investigate than debate. Acknowledges others' views. • supportive language: "perhaps" "maybe" "This is how I see it." questions
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
Summary
___________________________________________________________________________________________________________________ SALESNET
1. Value Proposition Statement – capture the essence 2. Problem Context Diagram – find the root causes 3. Consensus Decision making – do it together
Sandra Whittingham | Director | www.salesnet.ltd.uk
[email protected] | 020 8334 4251
___________________________________________________________________________________________________________________ SALESNET
Three Business Process Improvement Tools to Improve Planning Outcomes
TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: [email protected] ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK
SalesNet Business Process Improvement