CEMMethod_Jan2013
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The document presents an overview of the cemmethod, a framework developed over 12 years to adapt to the evolving demands of 21st-century business environments. It emphasizes 36 specific techniques for improving processes and customer understanding, highlighting the importance of customer outcomes and risk management. The cemmethod aims to create actionable strategies for organizations to achieve high performance by shifting towards an outside-in approach.
CEMMethod_Jan2013
- 1. Welcome to the all new 2013 overview of CEMMethod. We are walking you through its main features and you may regard this as the WHAT of the method. Accessing the HOW and associated resources is discussed at the end Rof teserved oBverview. © All ights R his -‐ P Group 1992-‐2012
- 2. An evolu<on in BPM thinking and Prac<ce leading to Outside In 2013 – The High Performance OrganizaIon has emerged 2005-‐6 The theory and 2001-‐2 iniIal case studies The pioneers Enterprise BPM moving “Outside-‐In” 2003-‐4 BPM leaders 2010 – The pracIce, & champions CEMMethod® case studies, tools and techniques © All Rights Reserved -‐ BP Group 1992-‐2012
- 3. © All Rights Reserved 1992-‐2012 www.BPGroup.org © All Rights Reserved -‐ BP Group 1992-‐2012
- 4. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The CEMMethod® has been developed through the last 12 years especially to meet the radically new and challenging business environment of the 21st century. Grown as next practice in leading global companies It is a tried, tested and proven approach for helping organizations win the Triple Crown. © All Rights Reserved -‐ BP Group 1992-‐2012
- 5. CEMMethod® OVERVIEW THERE ARE 36 SPECIFIC TECHNIQUES STEPS (part 1) Element Always Discretionary Levels Process Activity Map (PAM) Y 1-2-3-4 Process Diagnostics Y 1-2-3-4 Risk Assessment Y 1-2-3-4 Action Plan Y 1-2-3-4 Actions Taken Y 1-2-3-4 POF Dependencies Y 1-2-3-4 Points of Failure profile Y 1-2-3-4 Future State PAM Y 1-2-3-4 Risk Impact Assessment Y 1-2-3-4 Process Elasticity Y 1-2-3-4 Validated Process Activity Map Y 2-3-4 SCO Mind Map Y 2-3-4 Validated Process Diagnostics Y 2-3-4 Innovation Landscape Y 3-4 SCO Statement Metrics Y 3-4 OI Strategic Matrix Y 3-4 Process Performance Landscape Y 3-4 Performance Management Scorecard Y 4-5 The CEMMethod® techniques and approaches are flexible and straight forward to use. On occasions an extensive toolkit may be required, in other situations point solutions may be appropriate. © All Rights Reserved -‐ BP Group 1992-‐2012
- 6. CEMMethod® OVERVIEW THERE ARE 36 SPECIFIC TECHNIQUES STEPS (part 2) Element Always Discretionary Levels OI Strategy Map Y 4-5 IT Opportunities matrix Y 4-5 Individual Scorecard Y 4-5 SCO Capabilities Overview Y 4-5 Customer Needs Assessment Y 3-4-5 Expectation Management Profile Y 3-4-5 ORCA Y 3-4-5-6-7-8 Outside-In Centre of Excellence framework Y 3-4-5-6-7-8 Process Performance Audit Y 3-4-5-6-7-8 Team-Enterprise Score carding Y 6-7-8 Customer Needs Alignment Y 6-7-8 CNA Innovation Index Y 6-7-8 ABACUS Y 6-7-8 SCO Revolutions Y 6-7-8 Proactive-Reactive Index Y 6-7-8 Expectation Alignment Y 6-7-8 OI Business Model Y 6-7-8 People Awards Targeting Y 6-7-8 A comprehensive toolkit supporting both operational and strategic requirements. Sustaining hard won performance gains requires a robust integrated approach. At the advanced levels the dots can be connected from every task and activity through strategy to the Successful Customer Outcome (SCO). © All Rights Reserved -‐ BP Group 1992-‐2012
- 7. CEMMethod® SCO MAPPING REVEALING THE SUCCESSFUL CUSTOMER OUTCOME Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The starting point will be determined by the nature of the challenge. It is however essential that a clear and objective understanding of customer needs is articulated. This specifically involves NEEDS of customer And goes way beyond traditional voice of customer insights. © All Rights Reserved -‐ BP Group 1992-‐2012
- 8. CEMMethod® NEEDS OF CUSTOMER ANALYSIS: REVEALING THE SUCCESSFUL CUSTOMER OUTCOME 5: 1: The Successful Who is the Customer Customer? Outcome – what does the customer really 2: need from us? What is the Customers current Expectation? 3: 4: What is the process How does what 6: the customer thinks The One liner SCO: they are involved We do impact Customer Success? One line statement that with? explains the actual SCO The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 9. CEMMethod® NEEDS OF CUSTOMER ANALYSIS: REVEALING THE SUCCESSFUL CUSTOMER OUTCOME The Successful Customer Outcome (SCO) map requires teamwork to produce a set of clear objective insights. Often times the process is iterative as ideas develop, discussed and agreed upon. A simple test of the efficacy of the SCO Map is whether it is SMART – Specific, Measureable, Actionable, Relevant and Time bound. © All Rights Reserved -‐ BP Group 1992-‐2012
- 10. CEMMethod® NEEDS OF CUSTOMER ANALYSIS: REVEALING THE SUCCESSFUL CUSTOMER OUTCOME The SCO Map is built on mind mapping principles. It is not a linear left to right listing of attributes. In fact SCO Maps can look messy as we develop an understanding of real Customer Needs. At the more advanced Stages of CEMMethod deployment the SCO Map is a useful input to strategic thinking. But more on that later. © All Rights Reserved -‐ BP Group 1992-‐2012
- 11. CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The method is designed to be pragmatic in creating the understanding of the Current State. It uses simple and easy to understand ideas (by anyone in the organization) so as to make the picture as near a reflection of what actually takes place currently within the process. Quick to build and easy to share. © All Rights Reserved -‐ BP Group 1992-‐2012
- 12. CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS People who understand the current state collate their information, initially as individuals and then as teams. Every input has a usefulness, from the detailed operational items through to the big picture observations. © All Rights Reserved -‐ BP Group 1992-‐2012
- 13. CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS RepresenIng the Current State is about sharing that understanding on a large canvas. It is normally structured with an appropriate Imeline. Structure tends to be freeform (to capture the true nature of external and internal interacIons) rather than relying on factory mindset representaIons of process. © All Rights Reserved -‐ BP Group 1992-‐2012
- 14. CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS People who understand the current state collate their information, initially as individuals and then as teams. Every input has a usefulness, from the detailed operational items through to the big picture observations. © All Rights Reserved -‐ BP Group 1992-‐2012
- 15. CEMMethod® OVERVIEW UNDERSTAND THE CURRENT STATE PROCESS The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 16. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 17. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 18. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 19. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 20. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 21. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 22. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Capture the Moments of MOT Truth Breakpoints IdenIfy the Breakpoints BP Rules Document the Business Rules BR The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 23. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 24. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE UNCONTROLLED CHAOS INEFFICIENT OPTIMISED IDEAL The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 25. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 26. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 27. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 28. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 29. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 30. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 31. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE 1. Prepare the Action Plan 2. Outline the new process 3. Calculate the new POF(f) 4. Revisit and Upgrade the SCO map 5. Presentation & Playback The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 32. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 33. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Where does your process What is the Successful Customer start and finish? Outcome? What are the Key Moments What business are you (REALLY) in? of Truth in this Process? The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 34. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 35. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 36. CEMMethod® OVERVIEW THE STEPS AND STAGES OF THE Understand & PROCESS PROCESS PROCESS Create DIAGNOSTICS DIAGNOSTICS DIAGNOSTICS Develop Perform Develop Process Manage Successful Iden<fy Iden<fy Risk Ac<on Customer Ac<vity Assessment Delivery Moments Iden<fy Business Plan Outcomes List Breakpoints of Truth Rules The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy inside-out thinking to create an actionable strategic and operational objective for the entire organization. © All Rights Reserved -‐ BP Group 1992-‐2012
- 37. Thank you for reviewing the 2013 overview of CEMMethod The CEMMethod conInues to evolve – The Advanced CEMMethod Includes Strategy, Leadership and ExecuIon. If you would like access to that resource contact sam.judge@bpgroup.org © All Rights Reserved -‐ BP Group 1992-‐2012