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.
In praise of the Customer focused organization (and the best at what they do!)
When is a good business model a really good business model? When (perhaps) … the customers keep coming back for more (76 million per year)?…
The difference between Inside-out and Outside-In thinking – part 2
Economics of the 18th century won't help now. Growing revenues through client acquisition and increasing product complexity can no longer sustain growth. PromiscuousCustomers have become...
The difference between Inside-out and Outside-In thinking.
A couple of weeks ago we started our look at the difference between Inside-out and Outside-In thinking. If we scoot to the bottom of the...
The Focus has shifted from Inside-Out to Outside-In
I am frequently asked to summarise the difference between the inside-out industrial/information age mindeset, and that of Outside-In (think Apple, Google, Zara, Zappos, Emirates...
Motivation and the 21st century difference
More on the shift to Outside-In described very effectively by Dan Pink discussing how inside-out motivational ideas (carrot and stick) have ceased to work. Watch...
Great illustraton of Outside-In thinking and practice.
Jeff Bezos provides his viewpoint.. ."I would hope people would say that Amazon is earth's most customer-centric company, and that we work backwards from customers....
Process Excellence in Africa – keynote presentation
The second global Process Excellence conference completed this week in Cape Town, South Africa. The IQPC team are noted for their organisation and excellent...
If Outside-In aka Customer Centricity is so Obvious…
Outside-In is clearly the way for the worlds top companies (see David Mottersheads blog at http://www.outsideinconsulting.com.au/outside-in-blog.html) and reflecting on the commentary by Hank Barnes in...
Process Excellence & BPM State of the Industry
Process Excellence & BPM State of the Industry Keynote View more presentations from stowers
Great illustraton of Outside-In thinking and practice. Jeff Bezos provides his viewpoint..
"I would hope people would say that Amazon is earth's most customer-centric company, and that we work backwards from customers. Many companies sort of...
Back to the Future… 1996 are you listening?
October, 1996 - Re-engineering - Middle Managers are the Key Asset By Steve Towers, used with...
Apple v. Amazon – Two Outside-In behemoths slug it out
Both organisations are VERY successful and represent the embodiment of Outside-In: Steve Jobs "the Customer Experience is the process", and Jeff Bezos "..rather than ask...
Are you in control of your processes (or is someone else?)
We are considering these questions: Are your processes reactive or proactive? Do you exercise control through process, or is the process managing you? What role...
The Secret of the 21st century leading companies
The title of the book last year suggested that the 'secret' was a relentless focus on Outside-In thinking and practice. Let's dig deeper and...
The Road to Hell is Paved with good intentions
This series of commentary is addressing the challenges faced by Certified Process Professionals® as they progress their organisations Outside-In. We start with what is now...
Best Buy is a poster boy of Outside-In, Are they done yet?
Although Best Buy gets its fair share of customer complaints online, it responds to them in a different way due to its Outside-In philosophy....
Outside-In overview Interview – Key issues, challenges, opportunities and case studies
Posted by Steve Towers
The convergence of BPM, Enterprise Architecture and Customer alignment
If you are new to this debate you might want to join EA Connections, chaired by Steve Melville who penned the following words.... Your value...
Part 4 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so...
The previous three articles in this four part theme we reviewed 'Understand and applying Process diagnostics', the 'Successful Customer Outcome' and 'Reframing Process for...
Leaning to Outside In …
“Not everything old is bad and antiquated and not everything new is shiny and good. The real secret to success is to...