steve towers with six sigma on steroids
DESCRIPTION
Business has changed. It isn't about new rules - it is about a new game. The Customer Experience is the Process and evolving Outside In is a pre requisite to success. It is Six Sigma on Steroids.TRANSCRIPT
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