6. Functional Islands ‐ before
Global Bank – AS‐WAS
Actioning
3 department
6
2 4 Filing/Doc. Mgt
Telephone 7
Liaison
8
9
5 1. Client calls into Call Centre
2. Call transferred to Tel. liaison
Call Centre 3. Action request passed to line
Correspondence department
Unit
4. Action progress reported to
Telephone liaison
1 10 5. Telephone liaison inform
customer of progress
Client 6. File information requested
Hello – can you tell me 7. File information transferred
the t t
th status of my loan
f l 8. Letter created
Towers
Application please? 9. File and letter returned to Filing
10. Letter despatched to customer
Associates www.bennugroup.net www.stevetowers.com
7. Process Improvement ‐ during
Global Bank – Transition
Actioning
department
3
2 Filing/Doc mgt.
5 4
Customer
Contact Unit
1. Client calls CCU.
2. Action request passed to
6 line department
3. File info’ requested
4. File info’ delivered
5. Customer response
compiled
1
6. Tel. liaison contact customer
with resolution (‘phone/letter)
Improved Productivity, Enhanced Quality, Lower Cost
Towers
Associates www.bennugroup.net www.stevetowers.com
8. Process Management ‐ outcomes
Global Bank – IS‐NOW
Online information
store
Customer
Experience Centre 1.
1 Client calls Customer Experience
Centre.
2 2. Tel. liaison resolve and contact
customer with resolution (‘phone/
letter/email)
The rules have changed....!
1 Now organized around
g
Successful
Customer
Outcomes
Towers
Associates
Reduced Costs, Improved Revenues, Enhanced Service
www.bennugroup.net www.stevetowers.com
9. ORGANIZATIONAL ALIGNMENT around SCO’s
The Process Performance Landscape
Provides the structure
Provides the structure
and language to align
everything with the
y g
Customer
Towers
Associates
Geneva, November 2007 – www.stevetowers.com
www.bennugroup.net www.stevetowers.com
10. Can You Imagine How Different
Things Would Be?
Towers
Associates www.bennugroup.net www.stevetowers.com
11. Welcome to
An example of how to
Innovate through
Innovate through
Successful Customer
Outcomes
Towers
Associates www.bennugroup.net www.stevetowers.com
12. The FEDEX KINKO SCO... CHALLENGE 1
How could we make business travelers’ lives
Simpler, Easier and more Successful?
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.
) y
5) They need to be ready when I need them
Towers
6) I need to have them when I go to my meeting
Associates 5 minutes – think, discuss and feedback
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13. WHAT DID FEDEX KINKO’S DO?
Towers
Associates www.bennugroup.net www.stevetowers.com
14. LESSONS LEARNED - Customer Expectation Management
Market Leaders make their customers’ lives
Simpler, Easier and More Successful
They focus Outside‐in and reduce complexity by
fixing the Causes of Work
fixing the Causes of Work
They Align everything they do to the
y g y g y
Customer and eradicate the things that don’t
They apply technology where technology
Th l t h l h t h l
adds CUSTOMER value!
Towers
Associates
Geneva, November 2007 – www.stevetowers.com
www.bennugroup.net www.stevetowers.com