steve towers with six sigma on steroids

Raising the Bar and Winning Gold

KEYNOTE

Steve Towers CEO & Founder

www.BPGroup.org

Raising the Bar and Winning Gold

Steve Towers CEO & Founder

www.BPGroup.org KEYNOTE

Raising the Bar and Winning Gold

My gym teacher told me that I couldn’t jump.. So I set out to prove him wrong.. And figured a way of getting higher and better.. The old techniques just weren’t working anymore with the bar getting so high..

So I decided to look at it in a completely new way

As the bar went higher jumpers refined the techniques.. Became more professional.. Settled on standard approaches.. However the bar kept going up

Dick Fosbury

Who is consistently winning Gold? (and doing work in a very different way?

Outside-In The Secret – what is it?

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What’s Missing?

CEO

Marketing Sales Customer

Service Operations Finance

We show that we value our customers by serving them well, putting their needs and interests at the center of everything we do.

(from the AOL mission statement)

http://www.youtube.com/watch?v=xaaAYVUWP0I

Some say they are doing it –that’s just junk

Six Sigma

crashes and

burns

What do weight-loss plans

and process-improvement

programs such as Six

Sigma and "lean

manufacturing" have in

common?

They typically start off

well, generating excitement

and great progress, but all

too often fail

to have a lasting impact as

participants gradually lose

motivation and fall back

into old habits.

Recent studies, for

example, suggest that

nearly 60% of all corporate

Six Sigma initiatives fail to

yield the desired results.

However a New Landscape is emerging

So with the bar getting higher every day

what is this different perspective that is consistently winning?

The Customer Experience is the Process

“…..rather than ask what are we good at and what else can we do with that skill, you ask who are our customers? What do they need?

What do customers need and how can we do it?

And then you say we

are going to give that to

them regardless”

On Successful Customer Outcomes

On Successful Customer Outcomes

On Customer Needs

We’ve gone through the system and

looked at everything and asked how can

we simplify this and make it more

powerful at the same time

On Moments of Truth

“ We can't solve problems by using

the same kind of thinking we used when we created

them ”

Add to that: If you always do

what you have always done, you’ll

always get what you always got

Do you Dive In, or watch from the Shore?

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On the way to oblivion with Inside-out

On the UP with Outside-In

Jill McDonald, the chief executive of McDonald's 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.

“Outside-in is a powerful

idea” Jack Welch

the ability to learn more about our customers

the ability to turn that learning into action

Six Sigma on Steroids?

It is time for a Heads-up!

Your time is limited, so don’t waste it living someone else’s life. Don't be trapped by dogma - which is living with the results of other people's thinking.

Most important, have the courage to follow your heart and intuition.

They somehow already know what you truly want to become. Everything else is secondary. Steve Jobs (God bless him)

• Final – Podium shot – winning Gold

We used to dream about this stuff.

Now we can do it. That is really Cool.

www.bpgroup.org

Raising the Bar and Winning Gold

Steve Towers CEO & Founder

www.BPGroup.org