Steve Towers
Steve Towers
BPGroup.org
A seasoned practitioner with over 30 years of hands-on experience, Steve Towers is one of industry's noted experts in BPM, Customer Expectation Management and Performance transformation. Towers heads the Research & Professional Services network within the BP Group, the world's first and premier network for Process & Performance professionals.
BPM is going Outside-In – podcast
A new 15 minute overview of the challenge of Outside-In. Interview by the facilitators of the Lean Six Sigma conference in Orlando during January....
What Price Complexity?
Complexity is insidiously expensive. When production and service cycles take forever, and costs are high, chances are that most of your processes are mired in...
A New Order of Things – Outside-In
There is no easy way to introduce a new order of things however there are some principles that can be followed based on this...
Don’t give customers what they think they want
It is pretty much accepted wisdom these days that companies should be customer focused. It is however unfortunate that most companies go the wrong...
A very old question, a very new Answer
At a recent senior executive seminar we were discussing the theme of Successful Customer Outcomes (SCO) and one question which cut to the quick...
Introduction to Outside-In (Dick Lee)
Presented in Chicago at the 5th Annual Process Excellence Week for the Service & Transactional World
Pleasing Customers all the time?
This is a follow-up to 'How to really annoy Americans'. You can join the extensive discussion to the original article at http://bit.ly/DdCLW Let's turn our...
Where in BPM is the Customer?
This is something scribed three years ago just after the launch of the book 'Customer Expectation Management - Success without Exception'. Has anything changed?...