Business Process Management 2 Bridging The Gap Between Business And Technology

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"How to" Seminar: Bridging th Gthe Gap

Creating Alignment betweenCreating Alignment between Business and Technology

G lGoals

All Material © Bizchange, Steve Towers & Terry Schurter 1992-2006 unless otherwise stated – All Rights Reserved

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[email protected]


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“You will never ever think of Process in the same way again”Process in the same way again

(you can quote me on that!)

Becoming a “Business Goals Translator”Inside-Out versus Outside-InInside-Out versus Outside-In PerspectivesMoments of Truth and Points of Failure™Moments of Truth and Points of Failure™Degrees of Complexity™


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The 8 Omega Framework for Business Process


5 A recurring theme for the session

The difficulty lies, not in the new y ,ideas, but in escaping the old

onesonesJohn Maynard Keynes

Simplicity is the ultimateSimplicity is the ultimate sophistication

Leonardo da Vinci


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Dealing with complexity is anDealing with complexity is an inefficient and unnecessary waste of time attention and mental energytime, attention and mental energy.

There is never any justification for things being complex when they

couldbe simple.


Edward de Bono

7 Inside-out v. Outside-InFunctional Islands - before

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Actioning department3

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Global Bank – AS-WAS

TelephoneLiaison

Filing/Doc. Mgt2 47

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8 91. Client calls into Call Centre

2. Call transferred to Tel. liaison

3. Action request passed to line department

Call CentreCorrespondence

Unit

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4. Action progress reported to Telephone liaison

5. Telephone liaison inform customer of progress

Client

1 10 6. File information requested

7. File information transferred

8. Letter created

9. File and letter returned to FilingHello – can you tell meth t t f l


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10. Letter despatched to customerthe status of my loan Application please?

8 Process Improvement - during

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Actioning department

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Global Bank – Transition

Customer Contact Unit

Filing/Doc mgt.245

Contact Unit

1. Client calls CCU.

2. Action request passed to line department6

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3. File info’ requested

4. File info’ delivered

5. Customer response compiled16. Tel. liaison contact customer with resolution (‘phone/letter)


Improved Productivity, Enhanced Quality, Lower Cost

9 Process Management - outcomes

l lGlobal Bank – IS-NOW

Customer Experience Centre 1 Client calls Customer Experience

Online informationstore

Experience Centre 1. Client calls Customer Experience Centre.

2. Tel. liaison resolve and contact customer with resolution (‘phone/ letter/email)

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1The rules have changed....!The rules have changed....!Now organized aroundNow organized aroundNow organized aroundNow organized aroundSuccessful Customer OutcomesSuccessful Customer Outcomes


Reduced Costs, Improved Revenues, Enhanced Service

10tm

www 8Omega com


The 8 Omega Framework for Business Process Transformation

www.8Omega.com

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13Functional Islands

l l

Actioning department3

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Global Bank – AS-WAS

TelephoneLiaison

Filing2 47

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8 9

Call CentreCorrespondence

Unit

15 Business Rules

1 10 4 Moments of Truth

Break Points


Client

14 Completing the IS Matrix


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What are the benefits of taking a CEM approach?– Cost Reductions– Revenue Growth– Service ImprovementService Improvement– More customers - Market/customer penetration– More business per customer (customer lifecycle)

Immediately, directly and foreverEasy and simple to measure success – examples…Zara, Virgin Group, South West, Citicorp, Starbucks


16 Transformation Examples

US Bank US Bank Pharma PharmaAft

EuroR t il

EuroR t ilBefore After Before After Retail

BeforeRetailAfter

MOTs 27 4 62 7 54 3

BPs 63 7 168 19 141 7

R l 13 3 32 5 23 3Rules 13 3 32 5 23 3

DOCx 22,113 84 323,312 665 175,122 63

260 x LESS complex

486 x LESS complex

2780 x LESS complex


Data Examples from sample of 72 organizations (2006)

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“Out of intense complexityOut of intense complexity intense simplicity emerges”

CWinston Churchill


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“there are people no matter where you go that thi k th k h h ld t h ththink they know how you should teach them what you know – though they don’t know it

themselves”Richard Bandler


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"How to" Seminar: Bridging th Gthe Gap

Creating Alignment betweenCreating Alignment between Business and Technology

G lGoals
