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Towers Associates – Process &
Performance News – 25 November 2007
A
periodic update for all things process
Process Excellence Evolution | BT Casestudy-Lean & Six Sigma | 2007 Annual Survey | New Training dates | Conferences | Articles
Hello,
Here in the US the holiday season is on us and the wather has turned cold just in time. With it comes a new article, an excellent case study from Europes largest telco, the annual survey (with prizes) and news of training and conferences. We should get one more in by Christmas so as always let me have it if you have got it ;-)
Kind Regards,
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The Evolution of Business Process Excellence
A theme of recent global conferences has been the mix of different approaches to improving business performance. This quest for business performance improvement as measured by reducing costs, improving revenues and enhanced service (also known as ‘the triple crown’) is a worldwide phenomena brought on by increasing competition, greater customer promiscuity, chaotic business cycles and more generally ‘globalization’.
The pressure continues to increase and companies are seeking to extract every last opportunity out of their various initiatives and approaches. So what works best then?
The last three decades have seen a gradual refinement of management thinking and practice to now present a strategic choice for organizations. The route people take should be determined by the place companies find themselves in, the place they would like to get to and the speed with which they need to move. Unfortunately all too often companies are choosing inappropriate methods and tools, investing large amounts of money in dubious technologies and training their people in techniques already proven suspect in the last century. Why is this so?
Read the rest of this entry »
Become a Certified Process Professional - online
Business Process Management (BPM) and Customer Expectation Management (CEM) remain ever growing focal points of individual skill development. The “inside word” from large corporations is that BPM and CEM are considered by many to be the cornerstones for 2008 in the continual quest to build and sustain business success.
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Why the Customer is not always right
(Don Smith)
For years I have used the question in interviews of employment candidates, “Is the customer always right?” It was a tricky question to answer, and it told me a lot about the experience and maturity level of the candidate.
If the candidate answered yes, I knew they had not worked with many customers directly and for very long; or they were just telling me what I wanted to hear. Anyone who has worked directly with customers for very long and paying attention understands that customers only completely understand what they want and what it looks like to succeed for them. This concept has nothing to do with being right or good for the customer.
Customers don’t always choose what everyone else considers to be right or good for them, even when they are made aware of this fact. Success for them may look and feel very different than what we would project onto them.
A good example of this is the fellow that shows up every day at the local pub to feel better and ease his troubles...
Read the rest of this entry »
BPCommunity - Join Now, it's a real dot org!
This months Book recommendation - Microtrends
Microtrends 
by Mark J. Penn with E. Kinney Zalesne
Join Penn for a fast-paced ride through more than 70 “microtrends” found in politics, family life, religion and leisure and how each one is impacting our lifestyles as well as our business world.
In 1982, we discovered Megatrends. In 2000, The Tipping Point entered the lexicon. In 2005, Blink became a classic.
Now, in Microtrends, one of the most respected and sought-after analysts in the world articulates a new way of understanding how we live.
Mark Penn, the man who identified "Soccer Moms" as a crucial constituency in President Clinton's 1996 reelection campaign, is known for his ability to detect relatively small patterns of behavior in our culture--microtrends that are wielding great influence on business, politics, and our personal lives. Only one percent of the public, or three million people, is enough to launch a business or social movement.
Order your copy here.
For past news items,
visit: www.towersassociates.com/newsletters_archive.html
Upcoming Conferences, Seminars & Keynotes
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| Nov 28-39 |
The Balanced Scorecard Masters (ASMI)
Speaker
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Conference
Arlington, Virginia, USA |
| Feb 5-7 |
CIO Healthcare Summit
Workshop
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Conference
Lake Geneva, France |
| Feb 18 |
HerculesX
Co-Presenter
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Seminar
Geneva, Switzerland |
| March 17 |
HerculesX
Co-Presenter
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Seminar
Dallas, Texas, USA |
| Apr 15-18 |
9th Annual Process Excellence Summit (Europes biggest Process Conference)
Lead Speaker & Workshop
Download the Brochure (12 pages) and receive 300 GBP ($600 USD) off the price if booked now.
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Conference
QE2 Centre- London, England |
Training - Online - Open - Inhouse (your choose)
"Practical, Pragmatic and with a fantastic toolkit to take away!"
Well as an advocate of feet on the ground practical delivery I am pleased to align myself with Bennu’s new program
centered around the Certified Process Professional (CPP) qualification.
Read the ADVANCE PRAISE here and
you can book directly here.
The Certified Process Professional (CPP) program
Dallas, December 3-5 | SOLD OUT
London, December 11-13 | SOLD OUT
Dubai, UAE January 6-8 | Limited space now
San Francisco, January 14-16 |
Sydney, Australia, January 15-18 | 3 seats left
Riyadh, Saudi Arabia, January 21-23 |
Denver, Feb 4-6 |
Tampa Bay, Feb 18-20 |
Philadelphia, March 3-5 |
Munich, Germany, March 3-5 |
London, March 31- April 2 |
Book online (limited seats) at http://www.bpgroup.org/services.html
Book online here
Also NEW ONLINE Certified Training (Full qualification) See here
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Featured Conference
 The 9th Annual Process Excellence Conference
London, Queen Elizabeth II Centre, April 15-18, 2008
Align Strategy, People and Innovation to ensure Process Excellence has a real impact on your business goals
Who will you meet? | Download the Brochure | Book a Discounted Seat
Register and pay by 14th Dec. 2007 and receive up to £400 off! ($800 USD)
Strategy
- Move from process to business excellence by aligning continuous improvement to your organisations strategy
- Break down your geographical and functional silo’s and become a process orientated organisation by meshing BPM and global operational excellence
- Link Six Sigma, Lean, BPM and CEM into a coherent and pragamtic programme
People
- Plan for the future: Train and develop your future business leaders for sustainable levels of excellence and to inspire change
- Facilitate a change orientated environment with studies on behavioural management, team dynamics and cultural resistance
Room for Improvement
- Ensure you are business competitive by using process excellence to stimulate and provide for front-end and process innovation
- Dramatically improve the validity of your business decisions through best practice in data analysis and process control
Plus...
- All new workshops on the most innovative techniques – Visual factory, Systems thinking, leadership & much more
- The newly revamped Process Excellence Awards.
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Copyright 2007, Towers Associates |
