Overview of the BP Group (www.bpgroup.org) from Steve Towers

2. Building the next generation of Process

3. Assessing different strategies for creating Successful Customer Outcomes

5. www.bpcommunity.org The BP Group was formed as a not-for-profit business club in 1992. Members grow their knowledge, exchange best practice and gain qualifications in improving organisation performance. www.bp2010.com www.bpgroup.org www.successfuloutcomes.blogspot.com

6. Members belong to organisations in the private and public sector all around the world. The common theme is process excellence and performance improvement and of course that effects everyone.

7. In the last decade the Group (with 40+ Associates) has pioneered ‘Outside-In’ thinking and methods derived from the work of leading corporations.

8. The CEMMethodTM operates at all levels from Strategy through to operational delivery. It helps move people to viewing business from the customer perspective – hence ‘Outside-In’

9. The support we provide revolves around skills transfer – building the internal folks to a level of understanding and capability that you can do this stuff for yourself. Workshop Day 1 Workshop Day 2 Workshop Wrap-up Reconnaissance Meet the Generalsand the troops Review the territory The Outside-In Lens Implementation 1 2 3 4 5

10. And creating SCO’s is a logical imperative The Process Performance Landscape Conceptually the ideas are simple to grasp at every level. Everything we do in our organisations should explicitly contribute to Successful Customer Outcomes.

11. Process Performance Landscape In fact it should be straight forward and simple. Collectively organisations have just made products and services overly complicated (and expensive). That is a legacy from the industrial age. Customer SUCCESSFUL CUSTOMER OUTCOMES CUSTOMER OUTCOMES OUTCOMES OUTPUTS ACTIVITIES TASKS SCO CO CO The Outside-In thinking and practice the BP Group encourage allows people to take a different and refreshing perspective on work. Oc Oc Oc O O O O O O O A T T T T T T T T T T T T T T T A A A A A T T T T T A A A A T T T T T A A A A A T T T T T A A A A T T T T T A A A A

12. The BP Group compliments its ‘hands-on’ approach with levels of training directed towards different needs. Business Process Professional pathway Leading 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

14. Building the next generation of Process

15. Assessing different strategies for creating Successful Customer Outcomes