• Organise in a clear and simple way Steve Towers specialises in the
around those needs. implementation of process change
• Articulate those needs as SCOs and and transformation, is an
align the organisation through its people, inspirational speaker and author of
processes, systems and strategy several books including “A Senior
Executives guide to BPR”, “In Search
The benefits are immediate and of BPM Excellence (2005)”, “Thrive
sustainable. Ask yourself the question – How to Succeed in the Age of the
– what is my unit’s Successful Customer” and latterly “Customer
Customer Outcome? How many of our Expectation Management”.
current measures of success are
inside-out (old way) and how many You can contact him at
outside-in (new way)? A true test of steve@stevetowers.com or visit
current customer alignment – does www.stevetowers.com
everybody know:
• the cost of customer acquisition
• the annual value of a customer
• the cost of a customer complaint?
It isn’t good enough anymore to say it
doesn’t matter to me, I am in XYZ
department and don’t need to care. Oh
yes you do – and before it is too late!
Conclusion
So, organise everything around
achieving SCOs and meeting customer
expectations. Progressively review the
processes in this light and you will take
out cost, improve revenues and enhance
service simultaneously.
It is quick, it is simple and it is now.
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