The Certified Process Professional program is the only Customer Expectation Management Method (CEMM) certified program available anywhere.
Focused specifically on eliminating the Causes of Work, bringing processes into tight alignment with their intended purpose and in the shaping of Successful Customer Outcomes with repeatable delivery, the Certified Process Professional (CPP) programme can augment anyone’s ability to produce value-added results in everything they do.
It seems sometimes that the benefits from the CPP program are just too good to be true. Fortunately for all of us they are true. We've listed some of the questions answered directly in this seminar/workshop.
- How can we release 15-40% of the cost in our
processes within 90 days?
(even if you've already tried that with Lean or Sigma)?
- What are the most important things we should focus
on in making our processes world class?
- How can we simultaneously reduce costs, enhance
service and improve revenues?
- What is the approach that makes the process change sustainable?
- Which tools and techniques provide a guaranteed return?
The approach that the program is built on helps to eliminate the very causes of work and bring business into alignment with customers.
Level One -
Eliminating the Causes of Work
In CPP Level 1 the basic techniques for identifying the causes of work are used to determine where these causes exist in an existing process. CPP Level 1 uses existing process documentation - such as a Visio diagram, PowerPoint Chart, written documentation or anything else that is currently used to describe a process.
Using a case study, participants identify the causes of work in the process. We call these causes of work Process Diagnostics at this stage of the technique. There are three Process Diagnostics that we use.
They are Moments of Truth, Break Points and Business Rules.
Using Process Diagnostics to Uncover Causes of Work
Moments of Truth exist anywhere a person "touches" a process or a process "touches" a person. These are points of interaction with the customer of the process whether we planned for them to be so or not.
Break Points are any hand-off that occurs in the process... any hand-off.
Business Rules are things that control or shape the behavior of the process. They are both explicit and implied. The implied Business Rules do most of the "shaping" while explicit ones "control," but the line often blurs.
Challenging Causes of Work
With Process Diagnostics in place an interesting thing happens. The process is now being "viewed" through a different set of eyes, both from the experience of applying the diagnostics and the "shape" of the process that is now before us.
This shift in focus lets us follow the steps for creating a simple Action Plan. The Action Plan requires a very limited amount of input but that resulting Action Plan tells a much bigger story.
The Action Plan paints a very compelling and understandable picture. It's not hard at all to look at an Action Plan and see why Actions are needed and which ones are the best to do. The perspective taken by CEMM on a process is high-level enough to see the "big picture" without getting so high-level that it ends up "stuck in the clouds." It's the easiest picture to understand and it's by far the most intuitive for knowing what actions should be taken.
Benefits
The benefit commonly associated with a Level 1 Certified Process Professional is cost reduction. Because eliminating causes of work also reduces the probability of the process failing (Points of Failure - the other main process analytic in CEMM) actions taken improve Customer Satisfaction and (those combined) help to Increase Revenues. The benefits are:
1. Decreased Cost
2. Improved Customer Satisfaction
3. Increased Revenues
Level 2 -
Bringing Processes into Alignment with the Customer
Every organization has a number of high-level, end-to-end processes, though most organizations don't document them. In fact, most organizations don't even formally acknowledge these processes as part of their management approach. But they should...
What are these processes?
They are the Customer Processes of the Organization
Customer processes exist everywhere. They are each an end-to-end process that the Customer goes through whenever the Customer seeks to accomplish a particular thing with us. Whether it's buying something, asking a question, getting help, seeking information, updating information, and so on, anytime the customer interacts with the business there is a process behind that interaction.
And when that "process" is documented through the customer's eyes it often exposes an interaction that is not focused on achieving a Successful Customer Outcome (what the customer wants), is often unreliable in its output (or outcome), and in many cases once we "see" the customer process is not something we would want to put our customers through - YET WE DO THIS TO OUR CUSTOMERS EVERY SINGLE DAY.
Identifying Customer Needs and Crafting Successful Customer Outcomes
Using another case study participants first craft an SCO for the process. This is done by building a "picture" of the influencing context that shapes what the SCO should be. With that context in place the Successful Customer Outcome is created as a set of actionable and measurable statements. This is accomplished by using the SCO Mind Map Technique.
Key elements that help build the SCO picture in the Mind Map include identifying who the target customer is, what they currently expect, what "process" the customer is engaged in (from their point of view), how our business affects them and the actual SCO.
Simple Process Models that Uncover Big Improvement Opportunities
With the SCO in mind the high-level process model is created. This simple modeling technique is called the Process Activity List (PAL). In CPP Level 2 the PAL captures the experience of the customer in the model.
The unique PAL modeling technique enables people to capture an overall picture of a process that is extremely easy to understand. When used in a team activity, the PAL technique also builds a common agreement on the high-level nature of the process.
Using Process Diagnostics to Uncover Causes of Work and process Points of Failure
As in CPP Level 1, Process Diagnostics (Moments of Truth, Break Points & Business Rules) are applied to the process - identifying both the causes of work and the process points of failure.
The process Points of Failure measure assesses the likelihood (probability) that a process will not produce a consistent outcome or a reliable customer experience - the two things that most affect Customer Satisfaction. With causes of work this gives us the two key measures for improving Customer Satisfaction and reducing process cost (elimination of non value-added work).
Putting Process Risk into Perspective
What risk do we care about? Most organizations care very much about risk to the organization and take great pains to try and manage that risk. But what about the customer? Do we assess the "risk" of a process to the customer? This is rarely the case.
In CPP Level 2 the risk to the organization and to the customer is determined for each Process Diagnostic that has been identified - and placed into the Risk Matrix. The completed Risk Matrix gives us an "at a glance" perspective of the degree of risk each Process Diagnostic represents.
The Transformation to Efficient Customer-Aligned Processes
CPP Level 2 uses the same Action Plan technique as CPP Level 1 only this time the context used to define actions is much different based on the customer-focused perspective that comes from the Level 2 techniques.
With the SCO, the experience of the customer (captured in the PAL), and the Risk Assessment (quantifying the risk for both the customer and the organization) actions naturally take the form necessary to create an optimized, customer-aligned process.
Benefits
Actions stemming from CPP Level 2 have a very direct effect on all three of the big metrics (the triple-crown): Increased Revenues, Decreased Costs and Enhanced Customer Service. It's not hard to see this, as processes that deliver a desirable and predictable customer experience will increase customer loyalty, expand the customer relationship, reduce attrition, and increase word of mouth customer acquisition.
Any process that achieves this goal will also be highly efficient. To deliver a desirable and predictable customer experience it has to be. So costs will significantly decrease as well. The benefits from CPP Level 2 are:
1. Enhanced Customer Service (satisfaction)
2. Increased Revenues
3. Decreased Costs
Book online now
London 15-16 Sep, 2008
London Chamber of Commerce
In Association with BP Group (www.bpgroup.org) LLC. & City Process Management
