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© All Rights Reserved -‐ BP Group 1992-‐2012
Welcome to the all new 2013 overview of CEMMethod.
We are walking you through its main features and you may regard this as the WHAT of the method. Accessing the HOW and associated
resources is discussed at the end of this overview.
© All Rights Reserved -‐ BP Group 1992-‐2012
2005-‐6 The theory and iniIal case studies
2010 – The pracIce, CEMMethod® case studies, tools and techniques
2001-‐2 The pioneers Enterprise BPM moving “Outside-‐In”
2003-‐4 BPM leaders & champions
An evolu<on in BPM thinking and Prac<ce leading to Outside In 2013 – The High
Performance OrganizaIon has emerged
© All Rights Reserved -‐ BP Group 1992-‐2012
© All Rights Reserved 1992-‐2012 www.BPGroup.org
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
The CEMMethod® has been developed through the last 12 years especially to meet the radically new and challenging business environment of the 21st century. Grown as next practice in leading global companies It is a tried, tested and proven approach for helping organizations win the Triple Crown.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THERE ARE 36 SPECIFIC TECHNIQUES STEPS (part 1)
The CEMMethod® techniques and approaches are flexible and straight forward to use. On occasions an extensive toolkit may be required, in other situations point solutions may be appropriate.
Element Always Discretionary Levels Process Activity Map (PAM) Y 1-2-3-4
Process Diagnostics Y 1-2-3-4
Risk Assessment Y 1-2-3-4
Action Plan Y 1-2-3-4
Actions Taken Y 1-2-3-4
POF Dependencies Y 1-2-3-4
Points of Failure profile Y 1-2-3-4
Future State PAM Y 1-2-3-4
Risk Impact Assessment Y 1-2-3-4
Process Elasticity Y 1-2-3-4
Validated Process Activity Map Y 2-3-4
SCO Mind Map Y 2-3-4
Validated Process Diagnostics Y 2-3-4
Innovation Landscape Y 3-4
SCO Statement Metrics Y 3-4
OI Strategic Matrix Y 3-4
Process Performance Landscape Y 3-4
Performance Management Scorecard Y 4-5
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THERE ARE 36 SPECIFIC TECHNIQUES STEPS (part 2)
A comprehensive toolkit supporting both operational and strategic requirements. Sustaining hard won performance gains requires a robust integrated approach. At the advanced levels the dots can be connected from every task and activity through strategy to the Successful Customer Outcome (SCO).
Element Always Discretionary Levels OI Strategy Map Y 4-5
IT Opportunities matrix Y 4-5
Individual Scorecard Y 4-5
SCO Capabilities Overview Y 4-5
Customer Needs Assessment Y 3-4-5
Expectation Management Profile Y 3-4-5
ORCA Y 3-4-5-6-7-8
Outside-In Centre of Excellence framework Y 3-4-5-6-7-8
Process Performance Audit Y 3-4-5-6-7-8
Team-Enterprise Score carding Y 6-7-8
Customer Needs Alignment Y 6-7-8
CNA Innovation Index Y 6-7-8
ABACUS Y 6-7-8
SCO Revolutions Y 6-7-8
Proactive-Reactive Index Y 6-7-8
Expectation Alignment Y 6-7-8
OI Business Model Y 6-7-8
People Awards Targeting Y 6-7-8
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® SCO MAPPING REVEALING THE SUCCESSFUL CUSTOMER OUTCOME
The starting point will be determined by the nature of the challenge. It is however essential that a clear and objective understanding of customer needs is articulated. This specifically involves NEEDS of customer And goes way beyond traditional voice of customer insights.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
1: Who is the Customer?
2: What is the Customers current Expectation?
3: What is the process the customer thinks they are involved with?
4: How does what We do impact Customer Success?
5: The Successful Customer Outcome – what does the customer really need from us?
6: The One liner SCO: One line statement that explains the actual SCO
CEMMethod® NEEDS OF CUSTOMER ANALYSIS: REVEALING THE SUCCESSFUL CUSTOMER OUTCOME
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® NEEDS OF CUSTOMER ANALYSIS: REVEALING THE SUCCESSFUL CUSTOMER OUTCOME
The Successful Customer Outcome (SCO) map requires teamwork to produce a set of clear objective insights. Often times the process is iterative as ideas develop, discussed and agreed upon. A simple test of the efficacy of the SCO Map is whether it is SMART – Specific, Measureable, Actionable, Relevant and Time bound.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® NEEDS OF CUSTOMER ANALYSIS: REVEALING THE SUCCESSFUL CUSTOMER OUTCOME
The SCO Map is built on mind mapping principles. It is not a linear left to right listing of attributes. In fact SCO Maps can look messy as we develop an understanding of real Customer Needs. At the more advanced Stages of CEMMethod deployment the SCO Map is a useful input to strategic thinking. But more on that later.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS
The method is designed to be pragmatic in creating the understanding of the Current State. It uses simple and easy to understand ideas (by anyone in the organization) so as to make the picture as near a reflection of what actually takes place currently within the process. Quick to build and easy to share.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS
People who understand the current state collate their information, initially as individuals and then as teams. Every input has a usefulness, from the detailed operational items through to the big picture observations.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS
RepresenIng the Current State is about sharing that understanding on a large canvas. It is normally structured with an appropriate Imeline. Structure tends to be freeform (to capture the true nature of external and internal interacIons) rather than relying on factory mindset representaIons of process.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS
People who understand the current state collate their information, initially as individuals and then as teams. Every input has a usefulness, from the detailed operational items through to the big picture observations.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
MOT
Breakpoints
BP
Rules BR
Capture the Moments of Truth
IdenIfy the Breakpoints
Document the Business Rules
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
UNCO
NTRO
LLED
CHAOS
INEFFICIEN
T
OPTIM
ISED
IDEAL
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
1. Prepare the Action Plan 2. Outline the new process 3. Calculate the new
POF(f) 4. Revisit and Upgrade the
SCO map 5. Presentation & Playback
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
Where does your process start and finish?
What is the Successful Customer Outcome?
What are the Key Moments of Truth in this Process?
What business are you (REALLY) in?
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
© All Rights Reserved -‐ BP Group 1992-‐2012
CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE
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 organization.
Understand & Develop Successful Customer Outcomes
Create Process Ac<vity List
PROCESS DIAGNOSTICS Iden<fy Moments of Truth
PROCESS DIAGNOSTICS
Iden<fy
Breakpoints
PROCESS DIAGNOSTICS
Iden<fy Business Rules
Perform Risk
Assessment
Develop Ac<on Plan
Manage Delivery
© All Rights Reserved -‐ BP Group 1992-‐2012
Thank you for reviewing the 2013 overview of CEMMethod
The CEMMethod conInues to evolve – The Advanced CEMMethod Includes Strategy, Leadership and ExecuIon. If you would like access to that resource contact [email protected]