Outside In Process - Chicago V3
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The document discusses the Outside-In methodology created by Dick Lee for aligning business processes with customer needs. It describes how Outside-In examines workflows, communication flows, and data flows, as well as individual processes, and how technology can be aligned to better support new processes. Many large companies are using Outside-In to improve customer relationships, work quality, and efficiency. Training and certification opportunities are available through various programs.
Outside In Process - Chicago V3
- 1. Dick Lee Founder, High-Yield Methods Board of Directors. BP Group Copyright 2009 BP Group 1
- 2. What is Outside-In? Who’s using it? Why are they using it? Customer-alignment concept Training opportunities Copyright 2009 High-Yield Methods 2
- 3. Copyright 2009 High-Yield Methods 3
- 4. From this From this To This 4
- 5. 3M Company Apple Computer Fed-X Nordstrom’s Southwest Airlines 5
- 6. Amazon.com Best Buy Gilead Sciences Google Hospitality sector IBM/Lenovo Tesco Copyright 2009 High-Yield Methods 6
- 7. Steve Towers Founder, BP Group, Towers Associates John Corr, President, BP Group, City Process Dick Lee, Founder, High-Yield Methods BP Group Board of Directors 7
- 8. Copyright 2009 High-Yield Methods 8
- 9. Empowered customers Competitive edge Build customer relationships Streamlining Copyright 2009 High-Yield Methods 9
- 10. Copyright 2009 High-Yield Methods 10
- 11. Copyright 2009 High-Yield Methods 11
- 12. Customer Expectation Management (CEMM) Workflow Dynamics Visual Workflow (1996) Copyright 2009 High-Yield Methods 12
- 13. + Customer- centricity +Revenue + Cost Service 13
- 14. “What” “Who” Customer Enabling “How” technology “Why” emanates from strategy level Copyright 2009 High-Yield Methods 14
- 15. Workflow Application (+ individual software process) Communication Enterprise Customers Strategies flow collaboration Systems Data flow architecture 15
- 16. O-I Lean Six Sigma Customer-centric strategy Redesign workflow partly Redesign communication flow Redesign data flow Reengineer individual work Generate tech. requirements Requires special training Designed for Office/Service 16
- 17. Office/Service Environments Manufacturing Environments Low repetition High repetition Decision-based business process Fixed business process Adaptability critical Consistency critical Hundreds of key workflows Dozens of key workflows 80 % + of defects in hand-offs Most defects in individual work Invisible defects Visible defects Empowered staff Compliant staff Business process is the work Business process guides the work Integrated work, data & communication flows Independent detached flows Application data integration critical Embedded technology Managed by macro-level metrics Managed by micro-level metrics Outside-In Inside-out Copyright 2009 High-Yield Methods 17
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- 19. I. Align strategy with customers From transformational opportunities to ongoing service II. Align process with strategy Flows (work, communication, data)+ individual process III. Align technology with process Core systems, application software, messaging technology 19
- 20. Input Process Output Customer Situation Strategies vision analysis Customer Invent new Priorities data Customer maturity Refine Redefine model current work 20
- 21. Exec. Exec. sponsor Team captain Cross-functional core team Resource teams 21
- 22. Assess Redesign Output as-is Work flow “What” work Workflow by “who” Comm. flow “How” + tech. Comm. flow Data flow Enabling technology Data flow Individual “How” + process tech. 22
- 23. Exec. Exec. sponsor Team captain Cross-functional core team Resource teams 23
- 24. Systems Apps. & Comm. architect. analytics software Data Application integration layer UC Web Forms, SaaS Channels Location & analysis App. config. “Records of Analysis & Routing record” reporting 24
- 25. C-Level Sponsor Team captain Cross-functional core team IT 25
- 26. •Stronger customer relationships I. •Higher quality work II. •Streamlining (cost reduction) III. Copyright 2009 High-Yield Methods 26
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- 28. Global training 25,000 members 7,000 CPP certificates issued Global consulting network Online networking/education (BP Group, Outside-In Process group (both on Linkedin) Public certification sessions: Boston (12/15/09 – levels 1-3) Orlando (1/21/10 – levels 4 - 5) Chicago (2010) 28
- 29. Copyright 2009 High-Yield Methods 29
- 30. Steve Towers’ new book: release November/December 2009 Copyright 2009 High-Yield Methods 30
- 31. Get started with Outside-In! 31