Business Analysis is the Time for Innovation

www.outsideinconsulting.com.auwww.outsideinconsulting.com.au

David MottersheadOutside In Consulting

[email protected]

www.outsideinconsulting.com.au



Three Tools

• Successful customer outcomes

– Aligning projects

• Moments of truth

– Transforming customer experience

• Action plans

– Creating ready for execution


How do you know when a business

analysts comes to the meeting?


Solution

Problem

Solution

Problem

Solution

Problem

Is yesterday’s solution

today’s problem?


“We can't solve problems using the same kind of thinking we used when we created them”


Agenda

• FedEx Kinko– Innovation case study

• Successful customer outcomes– Aligning projects

• Moments of truth– Transforming customer experience

• Action plans– Creating ready for execution

• CEMMethod• More information


FedEx Kinko's Office and Print Services is the world's leading provider of document solutions and business services. The Dallas-based company has a global network of more than 1,600 digitally-connected locations in 11 countries. FedEx Kinko’s offers access to copying and digital printing, professional finishing, document creation, Internet access, computer rentals, videoconferencing, signs and graphics, notary, direct mail, office products, Web-based printing, and the full range of FedEx day-definite ground shipping and time-definite global express shipping services.


The Customer is the Centre

Live the life of your customer. Become a customer.

Do business with your company from the outside.

Scott Struminger, FedEx's SVP of IT



Live the life of our

customer.

1. Understand the successful customer outcomes.

2. Identify each Moments of Truth.3. For each MOT identify what would you

do to remove it. Discuss and capture it.4. Move on. Assume you didn’t remove the

previous MOT and do it for the next MOT. And so on. You will develop Process Innovation Landscape.

5. What would you recommend as the total solution? What are the actions to implement?


The FEDEX KINKO CHALLENGE

5 minutes – think, discuss and feedback

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.

5) They need to be ready when I need them

6) I need to have them when I go to my meeting


The Innovation?


The trick is always to look at your

business or brand from the outside in.

Richard Branson


Agenda

• Case study


– Aligning project to achieve


• Action plans

• CEMMethod

• More information



If I had asked them

what they needed

they would have said

faster horses

Henry Ford –

the Model T


Understand & Develop Successful Customer

Outcomes

Layer 1:

Who is the

Customer?

Layer 2:

What is the

Customers current

Expectation?

Layer 3: What is the process

the customer thinks they are

involved with?

Layer 4:

How does what

We do impact

Customer

Success?

Layer 5:

The Successful

Customer

Outcome – what does

the customer really

need from us?

The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a

process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy

inside-out thinking to create an actionable strategic and operational objective for the entire organisation.

CRAFTING THE

SUCCESSFUL CUSTOMER OUTCOME

Understanding the real Customer Need


How could we make business travelers’ lives

Simpler, Easier and more Successful?










The Successful Customer Outcome

SCO

Sales

Executive

What is the

Customers

current

expectation?

I need to send my

presentation to the

store to get printed

and bound

I must find the nearest

store

A need to wait for the handouts to be ready

What is the process the

customer thinks they are

involved with?

Who is the

Customer?

Determine where they have

to go to get presentation

printed

Determine when presentation

can be printed and when it

will be readyHow does what we

do affect Customer

Success? I want to have a great

presentation tomorrow

I need to have packets to

hand out

I have to get the packets

printed and bound

They need to be nice

They need to be ready when

I need them

I need to have them when I

go to my meeting

The SCO -

what does the

customer

REALLY want

from us?

A sales presentation

SCO: A Successful Sales Presentation - To make the sale


The Innovation?



How could we make business travelers’ lives

Simpler, Easier and more Successful?










Agenda

• Case study



– Transforming the customer experience of any product or service

• Action plans

• CEMMethod



Jan Carlzon

"We have 50,000 moments of truth every day.“

President, SAS



MOT

MOTMOT

MOTMOT

MOT MOTMOT

Any interaction with the CUSTOMER

is a

MOMENT OF TRUTH


Check for stores

Calls closest store

Explains what he needs

They are too busy

Call next store


Discusses options

Emails the document

Confirmation received (20 minutes later)

Drives to store - lots of traffic

Parks car

Waits in line

Finally served

Pays for brochures

Get in car

Drives to client's office

Bad traffic - temper rises

Gets to meeting on time

As Is

(current

state)

MOTs



Print to FedEx Kinko Driver

Select printing and binding options

Select payment options

Select delivery options

Receive delivery

To Be

(Future

State)

MOTs


Is that making business travelers’

lives Simpler, Easier and more

Successful?


The success for FedEx Kinko

• Satisfied customers

• No more waiting for customers to enter store

• No need for high cost retail outlet

• No need for retail employees

• Can be printed from one of many large warehouses

• Can maintain larger printing systems over their competitors



Agenda

• Case study – FedEx Kinko



• Action plans

– Creating ready for execution

• CEMMethod


It’s all about Customer Experience

and the Moment of Truth. Remove

or Improve!

Steve Jobs


Check for stores

Calls closest store


They are too busy

Call next store


Discusses options

Emails the document

Confirmation received (20 minutes later)

Drives to store - lots of traffic

Parks car

Waits in line

Finally served

Pays for brochures

Get in car

Drives to client's office

Bad traffic - temper rises

Gets to meeting on time

Print to FedEx KinkoDriver

Select printing and binding options

Select payment options

Select delivery options

Receive delivery


Building the Action Plan


FedEx Kinko Action Plan

• Develop printer driver

• Establish large scale printing premises

• Utilise existing parcel delivery services


Agenda




• Action plans

• Customer Expectation Management Method

– CEMMethod



Understand & DevelopSuccessfulCustomerOutcomes

CreateProcessActivity

List

PROCESS DIAGNOSTICS

IdentifyMoments of

Truth

PROCESS DIAGNOSTICS

IdentifyBreakpoints

PROCESS DIAGNOSTICS

IdentifyBusiness

Rules

PerformRisk

Assessment

DevelopAction Plan

ManageDelivery


Complexity

Expensive

Confusion

Make mistakes

Lose sight of

customers


Everything should be made as simple as possible, but not simpler.



Business analysis is the discipline of identifying business needs and determining solutions to business problems



Understand & Develop Successful Customer

Outcomes

Layer 1:

Who is the

Customer?

Layer 2:

What is the

Customers current

Expectation?

Layer 3: What is the process

the customer thinks they are

involved with?

Layer 4:

How does what

We do impact

Customer

Success?

Layer 5:

The Successful

Customer

Outcome – what does

the customer really

need from us?

The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a

process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy

inside-out thinking to create an actionable strategic and operational objective for the entire organisation.

CRAFTING THE

SUCCESSFUL CUSTOMER OUTCOME

Understanding the real Customer Need



Preparing the Action Plan


CityRail says on its website it aims to have ticket vending

machines in operation 99% of the time in 2009-11.


Recommendations

• Makes your customers lives easier, simpler and more successful

• The inspiration for innovation - put yourself in the shoes of your customer

• Use technology as an enabler

• Outside In - The Secret Sauce


Agenda




• Action plans

• CEMMethod



COMMUNITY• Global – 40,000

• LinkedIn – 4,000+

TRAINING

• Certification (7 Levels)

• Open & In house Learning

• Online Support

BUSINESS PROCESS PROFESSIONAL

• Support Groups

• Mentoring & Coaching

INFORMATION&

RESEARCH

• Articles, News

• Discussion

• Conferences & Seminars

www.bpcommunity.org

www.bp2010.com

www.bpgroup.org

www.successfuloutcomes.blogspot.com



CPP Level Objective Attainment Designation

7 Leadership Master CPP Champion

6 Strategy Master CPP Master

5 Integrate Master CPP 5

4 Perform Professional CPP 4

3 Innovate Professional CPP 3

2 Align Professional CPP 2

1 Optimise Practitioner CPP 1CEMM Engineer Engineer CEMM (E)

Community

Everyone

Business Analyst

Process Managers

Technologists

Senior Managers

Leaders

Certification Notes:

InClass Assessment One Day

Testing Online – within 6 months of class

Case Studies Two required – may be historic

Client Interview By agreement

Peer Review By agreement

Experience Proven qualification, time in post

Ongoing Notes:

Certification Renewal Webinars, Approved Conferences, Projects

Experience Proven qualification, time in post

Business Process Professional

pathwayLeading to the Certified Process Professional (CPP)

Open and in-house formats on a global basis

Delivered through the BP Group Associate network.

For the latest programme visit www.bp2010.com

© MMX BP Group The BP Group, Mayfair House, 14-18 Heddon Street, Mayfair, London W1B 4DA UK | The BP Group,10685-B Hazelhurst Dr. 8602, Houston, TX 77043 US


bpm2010.com

Date Location Series

16-20 August Sydney CPP Level 1,2,3,4,5

5 October 2010 Sydney OI Refresher

6 October 2010 Sydney OI Overview

12 October 2010 Melbourne OI Refresher

13 October 2010 Melbourne OI Overview

18 October 2010 Perth OI Refresher

19 October 2010 Perth OI Overview

26 October 2010 Brisbane OI Refresher

27 October 2010 Brisbane OI Overview

15-19 November 2010 Brisbane CPP Levels 1,2,3,4,5

22-23 November 2010 Sydney CPP Levels 1,2

25-26 November 2010 Melbourne CPP Levels 1,2

14-18 February 2011 Perth CPP Levels 1,2,3,4,5

21-25 February 2011 Sydney CPP Levels 1,2,3,4,5

28 February – 3 March 2011 Melbourne CPP Levels 1,2,3,4,5


OI Winning Examples

CPP_Handouts/CapOneCase.pptx


Outside In ConsultingDavid Mottershead

[email protected]


Implementation?

Four ways we help

Education – the CPP

programme & specialist

learning

Resources – The toolkits,

the CEMMethod, the

webinars

Network – Global sharing

and learning

Mentoring – access to expert resource


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Business Analysis is the Time for Innovation

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