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Steve Towers with six sigma on steroids

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Business has changed. It isn't about new rules - it is about a new game. The Customer Experience is the Process and evolving Outside In is a pre requisite to success. It is Six Sigma on Steroids.

Publié dans : Business, Technologie
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Steve Towers with six sigma on steroids

  1. 1. Raising the Bar and Winning Gold KEYNOTE Steve Towers CEO & Founder www.BPGroup.org
  2. 2. Raising the Bar and Winning Gold Steve Towers CEO & Founder www.BPGroup.org KEYNOTE
  3. 3. Raising the Bar and Winning Gold
  4. 4. As the bar went My gym teacher told me that I couldn’t jump..higher jumpers So I set out to prove him wrong.. And figured a way of gettingrefined the higher and better..techniques.. The old techniques justBecame more weren’t working anymoreprofessional.. with the bar getting soSettled on standard high..approaches.. So I decided to look at it in a completely new wayHowever the barkept going up Dick Fosbury
  5. 5. Who is consistently winning Gold?(and doing work in a very different way?
  6. 6. Outside-In The Secret – what is it?
  7. 7. www.flickr.com/photos/mwichary/2356663850/
  8. 8. What’s Missing?
  9. 9. CEO CustomerMarketing Sales Operations Finance Service
  10. 10. Some say they are doing it –that’s just junkWe show that we value ourcustomers by serving them well,putting their needs and interests atthe center of everything we do.(from the AOL mission statement)http://www.youtube.com/watch?v=xaaAYVUWP0I
  11. 11. What do weight-loss plans Six Sigmaand process-improvementprograms such as Six crashes andSigma and "leanmanufacturing" have in burnscommon?They typically start offwell, generating excitementand great progress, but alltoo often failto have a lasting impact asparticipants gradually losemotivation and fall backinto old habits.Recent studies, forexample, suggest thatnearly 60% of all corporateSix Sigma initiatives fail toyield the desired results.
  12. 12. However a New Landscape is emerging
  13. 13. So with the bar getting higher every daywhat is this different perspective that is consistently winning?
  14. 14. The Customer Experience is the Process
  15. 15. What do customers need and how can we do it?“…..rather than ask what are we good atand what else can we do with that skill,you ask who are our customers? What do they need? And then you say we are going to give that to them regardless”
  16. 16. On Successful Customer Outcomes
  17. 17. On Successful Customer Outcomes
  18. 18. On Customer Needs
  19. 19. On Moments of TruthWe’ve gone through the system andlooked at everything and asked how can we simplify this and make it more powerful at the same time
  20. 20. “ We cant solveproblems by using the same kind of thinking we used when we created them ” Add to that: If you always do what you havealways done, you’ll always get what you always got
  21. 21. Do you Dive In, or watch from the Shore?
  22. 22. www.flickr.com/photos/mwichary/2356663850/
  23. 23. On the way to oblivion with Inside-out
  24. 24. On the UP with Outside-In Jill McDonald, the chief executive of McDonalds UK business said: "We have been consistently investing in our business to offer customers quality food at affordable prices. We have re-imaged over 90% of our UK restaurants to make them more attractive destinations." The company also plans to open 1,300 new stores this year.
  25. 25. “Outside-in is a powerful idea” Jack Welch the ability to turn thatthe ability to learn more learning into actionabout our customers
  26. 26. Six Sigma on Steroids?
  27. 27. It is time for a Heads-up!
  28. 28. Your time is limited, so don’t waste it living someoneelse’s life.Dont be trapped by dogma - which is living withthe results of other peoples thinking.Most important,have the courage tofollow your heart They somehowand intuition. already know what you truly want to become. Everything else is secondary. Steve Jobs (God bless him)
  29. 29. • Final – Podium shot – winning Gold
  30. 30. www.bpgroup.org We used to dream about this stuff. Now we can do it. That is really Cool.
  31. 31. Raising the Bar and Winning Gold Steve Towers CEO & Founder www.BPGroup.org