"As with many companies, the recent recession has forced cut back on costs. "The low hanging fruit" in terms of the most obvious cost cutting initiatives have already been taken. Consulting companies have been hired to help re-structure and optimize therefore expediting business recovery. However, despite all efforts, business change for the better is still slow. What do we do next?”

1. CONSULTING EVENTS ABOUT US RESOURCES STORE
1 2 3 4 5
Paris: 13 - 14 May 2013
About Steve Course Benefits Feedback Registration Contact Us
Idea behind the workshop Follow Us
The world's leading companies have come to realize that only when their customers are successful, will
they be successful. In pursuit of their market leadership not only they need to spend time to look inside
their business to know how things are getting done but also look outward to get deep understanding of
their customers. It is a fair guess to say that a massive chunk of corporate resources go into such efforts,
whether it is in IT, finance, sales, marketing or operations.
One of the first people to describe processes was Adam Smith in Although many in Western economies are in a
his famous (1776) example of an English pin factory. He state of denial, we are undergoing the greatest
described the production of a pin in the following way: ”One man reorganization in the business world since the
draws out the wire, another straightens it, a third cuts it, a fourth Industrial Revolution. If you somehow haven't
points it, a fifth grinds it at the top for receiving the head: to make noticed it yet, there is a loud and clear wake-up
the head requires two or three distinct operations: to put it on is call in the air that can be heard everywhere. It's
called globalization, and it's being brought to you
a particular business, to whiten the pins is another ... and the
by three billion new capitalists from China, India,
important business of making a pin is, in this manner, divided and the former Soviet Union.
into about eighteen distinct operations, which in some
manufactories are all performed by distinct hands, though in No matter what industry you are in, no matter how
others the same man will sometime perform two or three of successful you are, it's time to get ready for the
them”. The result of labor division in Smith’s example world as it will be --a world where your customers
resulted in productivity increasing by 24,000 percent, i.e. have new choices from a sea of suppliers from
across the globe.
that the same number of workers made 240 times as many
pins as they had been producing before the introduction of --Peter Fingar
labor division. Executive Partner, Greystone Group
Author of Extreme Competition: Innovation and
the Great 21st Century Business Reformation
The enterprises are exploring
modular architecture to isolate their business processes from their
applications, which gives them the flexibility to add, upgrade or replace
applications in their information technology environment without
redefining all of their process interfaces.
The business process management (BPM) market at $1.0 billion in
Invented the phrase Business
2005 is expected to more than triple to $3.8 billion by 2012. The Process Management (BPM) in 1993
services oriented architecture (SOA) market at $450 million in 2005 is
expected to grow rapidly through 2012, reaching $3.2 billion Established the world's first global
Abstraction level for processes - source wiki (source : http://www.researchandmarkets.com/).
BPM community in 1993
Co-created the world's first Advanced
One of the most challenging issues in BPM is not the question of "If" it is the question of "How." This two-
BPM Method - 8 Omega in 2004
day program by Steve Towers will focus on how to do design and implement efficient and effective
business processes. Received the 'Lifetime Achievement
Award' at Gartners San Diego in 2007
Learn from the lessons from decades of real experience with real (and successful) BPM initiatives for
taking BPM from promise to practice. This will be great primer for beginners and will provide new insight & more
fresh ideas for people with experience in BPM. Rest assured, you will never think about business in

2. the same way again.
If you are traveling, you may like to attend the program city near you Have you got your FREE Copy yet?
“In Search Of BPM Excellence :
Straight from the thought leaders (2006)”
Enterprise BPM in April 2013 Steve Towers.
Poland Ghana Russia
What you will Learn?
Enterprise BPM in May 2013 How to embed Business Process
Management within an organization to
France Denmark Belgium ensure a continuous business
process involvement culture.
South Africa Switzerland Practical tools, explanations and
assistance in the successful
implementation of a BPM project.
Several case studies to illustrate
various steps and aspects of the
framework.
Step by step how to conduct a
process improvement and redesign
project.
Complete cycle of business Process
Mapping and links
Seven "rules" for effective Process
Modelling
Avoiding the red herring of Process
Notations
How Six Sigma is part of BPM and
how BPM and SOA merge
WHAT, WHY and HOW about true
process improvement.
more
Enterprise BPM
Workshop
» Ghana » Poland
» France » Russia
» Denmark » Switzerland
» Belgium » South Africa
Consulting Buy
Enterprise Architecture Center of Excellence Ask the Architect Credits Online Learning Licenses
Business Process Management Application Rationalization Webinar Licenses Online Consulting
Enterprise SOA Architecture Assessment Workshop Registration Onsite Consulting
Resources Useful Links
Architecture Gallery Architect Skill Quiz Why iCMG Site Map
Short Videos E-Learning Architecture Awards 2013 Career
iCMG Blog Architecture Polls Architecture Survey 2013 Privacy Policy

3. CONSULTING EVENTS ABOUT US RESOURCES STORE
Follow Us
Steve Towers
Senior Consultant, iCMG
Steve Towers is the founder of the Business Process
Group (www.bpgroup.org) a globalbusiness club
(originally formed 1992) exchanging ideas and best
practice in Business Performance Management,
Transformation and Process Improvement.
He leads from the front and works with many of the
leading fortune 500 companies as a mentor, coach and
sometimes consultant specializing in the implementation
of performance improvement, process change and
transformation.
An inspirational speaker and author of several books including “A Senior
Executives guide to BPR”, “In Search of BPM Excellence”, “Thrive! How to
Succeed in the Age of the Customer” and recently “Customer Expectation
Management – Success without Exception” he is noted for his direct and
pragmatic approach. Steve previously worked for Citibank where he led
restructuring and business process transformation programs both in the US
and Europe.
Tell a friend
Steve advises many boards and sits on the steering panel of the influential
California based BPM Forum, a group of distinguished C-Level executives
Upcoming Webinars
heading up Global 500 companies. Invented the phrase Business
Wed, Apr 24, 2013
As a coach and mentor he works first hand with organizations in the private Process Management (BPM) in 1993
Enterprise and public sectors helping them successfully transform their businesses. In
Architecture - 2006 he received the “Lifetime Achievement Award for contribution to Established the world's first global
Essentials for BPM community in 1993
Business” in San Diego. Steve lives with his family in England and Texas.
Decision Makers
Co-created the world's first Advanced
Thu, Apr 25, 2013 You can read of Steve’s recent work at www.towersassociates.com BPM Method - 8 Omega in 2004
Tips & Traps -
Architecture driven Steve Towers Books Received the 'Lifetime Achievement
IT migration & Award' at Gartners San Diego in 2007
modernization
Customer Expectation Management – Success
roadmap without Exception (2006)
more
Steve Towers & Terry Schurter
Amazon says "Customer Expectation Management
(CEM) is a business approach that identifies and shapes
customer expectations, and once set by the company, Have you got your FREE Copy yet?
those expectations are met without exception.
“In Search Of BPM Excellence :
Seemingly simple ideas are often the most powerful, and Straight from the thought leaders (2006)”
the hardest to uncover. In the 20th century, it was Peter Steve Towers.
Drucker's Management by Objectives. In the 21st
century, it's Management by Expectation. Authors Steve
Towers & Terry Schurter reveal the simple, yet powerful, What you will Learn?
more idea of defining your business, not in terms of the goods How to embed Business Process
and services you provide, but in terms of "customer Management within an organization to
Feedback on Steve expectations." ensure a continuous business
process involvement culture.
Practical tools, explanations and
--------------------------------------------------
"Exceptional and life assistance in the successful
transforming. This training implementation of a BPM project.
should be on every corporate
In Search Of BPM Excellence: Straight From The Several case studies to illustrate
agenda" Thought Leaders (2006) various steps and aspects of the
CIO Pharmaceutical, Florida Steve Towers & Peter Fingar (with contributions from 14 framework.
other leaders) Step by step how to conduct a
"I took BPM training back in process improvement and redesign
December, and Steve Towers Business process innovation is on the minds of project.
was the instructor. The training executives these days, and for good reason. In the Complete cycle of business Process
was simply fantastic, because
1990s, companies also had a focus on business Mapping and links
Steve has that rare ability to
connect with his trainees. Not
processes. They used enterprise-wide networks to tear Seven "rules" for effective Process
down walls between functional departments and Modelling
only did I walk away from the
training with a new perspective reengineered their companies to remain competitive. Avoiding the red herring of Process
on Business Process Today, the universal connectivity of the Internet makes it Notations
Management, but I walked possible to tear down walls between companies to How Six Sigma is part of BPM and

4. away with an invaluable how BPM and SOA merge
reinvent entire value chains. The result? We are now
analysis tool." WHAT, WHY and HOW about true
witnessing a grand globalization of white collar work,
Senior Systems Analyst, process improvement.
Barclays Bank
outsourcing, offshoring and other new forms of extreme
competition. Industry and national boundaries have more
become a blur. All is changed, and no industry is exempt.
more
Pioneering companies have already disrupted
incumbents and come from nowhere to dominate their
Enterprise BPM
industries. Their secret sauce? Business process
Workshop
management (BPM). This book brings together some of
» Ghana » Poland
the best minds to explore the role and value of BPM, and
» France » Russia
what it portends. In its pages you will find the essential » Denmark » Switzerland
discussions and insights, straight from the thought » Belgium » South Africa
leaders. In Search of BPM Excellence is for those who
want to sustain the success of their businesses in the
midst of the current sea of change. Is your company
ready for extreme competition?
--------------------------------------------------
Thrive!: How to Succeed in the Age of the Customer
(2005)
Steve Towers & Mark McGregor
Although many in Western economies are in a state of
denial, we are undergoing the greatest reorganization in
the business world since the Industrial Revolution. If you
somehow haven't noticed it yet, there is a loud and clear
wake-up call in the air that can be heard everywhere. It's
called globalization, and it's being brought to you by three
billion new capitalists from China, India, and the former
Soviet Union.
No matter what industry you are in, no matter how
successful you are, it's time to get ready for the world as
it will be --a world where your customers have new
choices from a sea of suppliers from across the globe.
You can no longer be just a seller to your customers, you
now must bond with your customers so fully that you and
your customers become one. In this eye-opening book,
Towers and McGregor guide you in how to make your
customers your greatest business asset. And that's
exactly what you will need to do to thrive in the age of the
fully empowered customer.
--------------------------------------------------
Business Process Reengineering - A Practical
Handbook for Executives (1994)
Steve Towers
A good practical guide through the minefield of BPR
Aimed at those needing a practical AND pragmatic
knowledge of Business Process Management. Covering
several case studies a number of lessons are developed.
These are derived from the authors own experience with
Citibank, Nationwide Building Society and various UK,
European and US organisations. Steve is the Chairman
of the BPMG (Business Process Management Group),
established in 1993, a 'not for profit' business club with
over 600 global members. The reader will gain a rounded
understanding of the pros and cons and be able to
implement effective business process improvement with
immediate effect.
Steve Tower Articles
Recently
featured in:
Business
Management,
Harvard Review,
EA Magazine,
Finance Today
and
CXO Europe,
CXO America,
Information Age
Alstom Global
Articles are syndicated – latest selection (of over 50) at
http://www.towersassociates.com/Toolkits/Articles.html
Steve’s Firsts

5. ….achieved a number of global firsts including:
• Invented the phrase Business Process Management (BPM) during a series of
workshops and lectures in 1993/94 (source: An Executives Guide to Business
Process Reengineering)
•Established the world's first global BPM community in 1993
(http://www.bpgroup.org) which at its zenith had over 20,000 members
• Created, launched and delivered the world's first BPM Training course in
1996
• Steve Towers co-created the world's first Advanced BPM Method - 8 Omega
in 2004 - www.towersassociates.com/index_8Omega.html
• Steve Towers & Peter Fingar co-authored 'In Search of BPM Excellence'
(2005-6) bringing together the leading writers and thinkers with the current
understanding of BPM
www.amazon.com/exec/obidos/ASIN/0929652401/httpwwwstevet-20
• Terry Schurter & Steve Towers researched and encapsulated Advanced BPM
and wrote a book of the findings in 2006 'Customer Expectation
Management - Success without Exception' (2006)
www.amazon.com/exec/obidos/ASIN/092965207X/httpwwwstevet-20
• The subsequent output 'Customer Expectation Management Method
(CEMM)' is the means by which several of the world's leading companies
achieve their success.
bennugroup.net/2007/11/26/the-evolution-of-business-process-excellence/
• Received the 'Lifetime Achievement Award' at Gartners San Diego
Conference in February
2007. www.prweb.com/releases/2007/3/prweb509554.htm
• Steve Towers is active in advancing the cause through social and business
networks, and sits as an executive advisor on several companies and
organizations. He is also incubating the BPCommunity.org ) a global network
of volunteers in a 'not for profit' with the objective of sharing and exchanging
next practice around Advanced BPM approaches and methods.
www.bpcommunity.org
Consulting Buy
Enterprise Architecture Center of Excellence Ask the Architect Credits Online Learning Licenses
Business Process Management Application Rationalization Webinar Licenses Online Consulting
Enterprise SOA Architecture Assessment Workshop Registration Onsite Consulting
Resources Useful Links
Architecture Gallery Architect Skill Quiz Why iCMG Site Map
Short Videos E-Learning Architecture Awards 2013 Career
iCMG Blog Architecture Polls Architecture Survey 2013 Privacy Policy

6. CONSULTING EVENTS ABOUT US RESOURCES STORE
Follow Us
Course Overview
The Certified Process Professional (CPP) Program takes BPM Training to an
entirely new level.
This premier WORKSHOP is designed for those seeking professional skills in process
management, process improvement, process alignment and innovation. The
Advanced Business Process Management Methods and Techniques that Deliver!
Uncover Process Improvement opportunities in just hours
Identify Actions that will reduce process inefficiency by 30% to 60% within 90
days of deployment
Delight your Customers (making them your biggest advocates) through
Successful Customer Outcomes
Innovate to compete, set the market trend and even dominate your industry
The Certified Process Professional program builds your competency in delivering
these essential benefits in literally everything you do. Unleashing the power of process
in your organization today.
A dynamic and comprehensive approach to creating and managing enterprise
processes that deliver sustained high performance, encompassing the full range of
management systems and practices. Content based on the experiences of hundreds
of companies and the BP Group (www.bpgroup.org) networks ongoing research.
Course Outline - Level one
Tell a friend Introduction to Advanced Business Process Management – Process
Optimization
Upcoming Webinars Learn to Apply process diagnostics to existing processes, calculate causes of work and Invented the phrase Business
Wed, Apr 24, 2013 points of failure, and identify actions that can be taken to improve them. Develop a Process Management (BPM) in 1993
Enterprise
structured approach accessible by everyone in the organisation to enable immediate
Architecture - and significant performance improvements. Create a sustainable operational and Established the world's first global
Essentials for strategic method suitable for both dramatic and steady state improvements. BPM community in 1993
Decision Makers
• Apply process diagnostics to any existing process or service.
Co-created the world's first Advanced
Thu, Apr 25, 2013
Tips & Traps -
• Understand and identify moments of truth, breakpoints and business rules BPM Method - 8 Omega in 2004
Architecture driven • Determine the magnitude of the points of failure performance factor and causes Received the 'Lifetime Achievement
IT migration & of work performance factor of the process. Award' at Gartners San Diego in 2007
modernization
• Calculate the points of failure causes of work performance factors then graph it
roadmap
on the maturity scales. more
• Identify actions that can be taken to improve the process.
• Identify actions that will significantly reduce the process points of failure and
causes of work of the process.
Have you got your FREE Copy yet?
• Identify actions that can be completed in less than 90 days (often much less).
“In Search Of BPM Excellence :
• Analyze the benefits versus cost (resource/time/degree of change) for each
Straight from the thought leaders (2006)”
action
Steve Towers.
• Clearly identify “low hanging fruit” – actions that require minimal investment
versus return
• Apply process diagnostics to a customer focused (SCO) process. What you will Learn?
more How to embed Business Process
• Determine the points of failure performance and causes of work performance
Management within an organization to
process factors.
Feedback on Steve • Conduct the risk assessment on the business and customer including ensure a continuous business
process involvement culture.
• Identify actions that can be taken to improve the process. Practical tools, explanations and
"Exceptional and life assistance in the successful
Review the various techniques and approaches to improving process (useful
transforming. This training • internal materials)
implementation of a BPM project.
should be on every corporate Several case studies to illustrate
Understand and apply the Customer Expectation Management Method
agenda" • (CEMMethod) as an Advanced Process Management approach
various steps and aspects of the
CIO Pharmaceutical, Florida framework.
Step by step how to conduct a
"I took BPM training back in process improvement and redesign
December, and Steve Towers Course Outline - Level two project.
was the instructor. The training Complete cycle of business Process
was simply fantastic, because Advanced Business Process Management – Process Alignment to Successful
Mapping and links
Steve has that rare ability to Outcomes
Seven "rules" for effective Process
connect with his trainees. Not Develop the insights and techniques to align all processes with successful outcomes, Modelling
only did I walk away from the and in doing so create the capability for the organisation to win the triple crown i.e.
training with a new perspective Avoiding the red herring of Process
reduce costs, improve revenue and enhance service. Go beyond the triple crown into Notations
on Business Process
the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave How Six Sigma is part of BPM and
Management, but I walked
approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and

7. approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and how BPM and SOA merge
away with an invaluable
analysis tool."
convinces the Lead team for immediate success.
WHAT, WHY and HOW about true
Senior Systems Analyst,
• Understand the concept of Successful Customer Outcomes and review recent process improvement.
Barclays Bank case studies of global champions. more
• Define Successful Customer Outcomes for any process, product or service.
more
• Create the 7 step action plan for crafting Successful Customer Outcomes.
Enterprise BPM
• Develop the SCO mind map for any process, product or service.
Workshop
• Understand the substantive difference between customer wants, desires and » Ghana » Poland
needs. » France » Russia
Learn how to identify clearly customer needs and expectations (even when the » Denmark » Switzerland
• » Belgium » South Africa
customer doesn’t know it themselves)
• Understand Current and Future State Process Models
• Develop a Current State Process Model – individual, team and enterprise wide.
• Utilise CPP Level One skills (learned on Day 1) in conjunction with the Customer
Expectation Management Method (CEMM) and the Advanced Process
Management approach to analyse the Current State Model
• Assess the Risk factors (organisation and customer) identified in Current State
Modelling
• Develop the Risk Assessment Profile against a matrix of the 8 key factors that
drive performance improvement
• Prepare a Risk Assessment Profile that informs the Future State
• Develop and substantiate an Action Plan to mitigate risks
Consulting Buy
Enterprise Architecture Center of Excellence Ask the Architect Credits Online Learning Licenses
Business Process Management Application Rationalization Webinar Licenses Online Consulting
Enterprise SOA Architecture Assessment Workshop Registration Onsite Consulting
Resources Useful Links
Architecture Gallery Architect Skill Quiz Why iCMG Site Map
Short Videos E-Learning Architecture Awards 2013 Career
iCMG Blog Architecture Polls Architecture Survey 2013 Privacy Policy