The document discusses business process management (BPM) and how to demonstrate its value to process owners. It promotes BPM certification programs in Sydney and Brisbane and encourages understanding BPM's value in aligning organizations with customer needs. BPM can help reduce costs, grow revenue, and improve customer experience by focusing on successful customer outcomes. The document provides examples of how to build a business case for BPM and implement a successful customer-oriented BPM approach.
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BPM Value Proposition and Business Case
1. You will never think of process in
the same way again™
Certified Process Professional
If you enjoy this presentation signup for
the next cpp masters (5 days) in:
sydney 13th CPP Masters w/c 27 october
https://sydneymasters2014.eventbrite.com
brisbane 10th CPP MASTERS w/c 3 November
https://brisbanemasters2014.eventbrite.com
2. Who’s eating your lunch?
brands that
customers
trust
other
banks
major global
brands
trusted
sources of
guidance agile
retailers
other
financial
companies new
startups
4. Understanding the value
proposition of Business
Process Management and
demonstrating the
business value to process
owners
Understanding the value proposition of
Business Process Management and
demonstrating the
business value to
process owners
5. Understanding the value proposition of
Business Process Management and
demonstrating the
business value to
process owners
7. THIS ISN’T ROCKET SCIENCE
Understanding the value proposition of BPM
Using BPM to align organisation’s business
processes with customer needs
Building the business case - assessing the
requirements to successfully implement a
BPM approach
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1 2 3
15. ITS BPM JIM BUT NOT AS WE KNOW IT
“THERE’S FOUR
SPIECIES HERE,
BUT STRANGELY
THEY ALL BELIEVE
IN THE SAME THING"
16. Understanding the value proposition of BPM
• Adam Smith
• Rudyard Kipling
• Frederick Winslow Taylor
• Henry Ford
• Tim Berners-Lee
• Doctor McCoy – “its BPM Jim but not as we know it”
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2
3
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17. BPM has four flavours – what’s yours?
² BPM to redesign the organisation
² BPM to automate the organisation
² bpm to redesign then automate the organisation
² BPM to reframe the customer experience
18. Ups, Downs and Sideways
• If you automate a mess you end up with a….
19. Ups, Downs and Sideways
• If you automate a mess you end up with a….
• If what you are doing is dumb making that more efficient
is dumber
20. Ups, Downs and Sideways
• If you automate a mess you end up with a….
• If what you are doing is dumb making that more efficient
is dumber
• fossilizing the dumb stuff into a big erp is really the
dumbest of all
21. Ups, Downs and Sideways
• If you automate a mess you end up with a….
• If what you are doing is dumb making that more efficient
is dumber
• fossilizing the dumb stuff into a big erp is really the
dumbest of all
• Aligning what you are doing to deliver Successful
Customer Outcomes (makes a lot more sense)
23. Ups, Downs and Sideways
• If you automate a mess you end up with a….
• If what you are doing is dumb making that more efficient
is dumber
• fossilizing the dumb stuff into a big erp is really the
dumbest of all
• Aligning what you are doing to deliver Successful
Customer Outcomes (makes a lot more sense)
the process performance landscape
24. BPM Wins the Triple Crown
• Simultaneously Reduce costs,
Grow revenues and
Enhance service
• Show me the money!
• A few achievers and their stories
26. Building the business case - assessing the
requirements to successfully implement a
BPM approach
• Start where you are
• Create advocacy through local success
• Get your folks up to speed
(tools, techniques and language)
• Grow out the programme – example
27. Using BPM to align organisation’s business
processes with customer needs
• Understand the needs
• Identify what you are doing to deliver those needs
• Align everything to achieve those needs
• Manage expectations and the customer experience
IT IS NEEDS OF
CUSTOMER
NOT
VOICE OF
CUSTOMER
28. Using BPM to align organisation’s business
processes with customer needs
• Understand the needs
• Identify what you are doing to deliver those needs
• Align everything to achieve those needs
• Manage expectations and the customer experience
30. successful Customer outcome Focused BPM
More
and
better
skilled
staff
Invest in
staff
&
facilities
Patient
Superior
Patient
Exp.
Faster
& more
successful
delivery
Free up
time &
resources
Superior
Triple
Crown
Results
Increase
in
patients
treated
Understand the
Successful
Customer
Outcome
create the
process to
support the
sco
roll out
the process
lower costs
better service
improved revenue
31. focus on the sco and everything else follows - example
34. Building the business case - assessing the
requirements to successfully implement a
BPM approach
• Start where you are
• Create advocacy through local success
• Get your folks up to speed
(tools, techniques and language)
• Grow out the programme
37. Understanding the value
proposition of Business
Process Management and
demonstrating the
business value to process
owners
Understanding the value proposition of
Business Process Management and
demonstrating the
business value to
process owners
38. You will never think of process in
the same way again™
Certified Process Professional
If you enjoy this presentation signup for
the next cpp masters (5 days) in:
sydney 13th CPP Masters w/c 27 october
https://sydneymasters2014.eventbrite.com
brisbane 10th CPP MASTERS w/c 3 November
https://brisbanemasters2014.eventbrite.com