Pex week europe 2015

Ég kíkti á ráðstefnuna PEX (Process Excellence) europe 2015 sem haldin var í London núna í lok apríl. Ég hafði mikla væntingar enda kostaði miðinn um 1700 pund plús síðan flug og gisting. Þetta var þriggja daga ráðstefna en fyrsti dagurin var námskeiðisdagur.

Námskeiðisdagurinn var byggður upp þannig að á þessum degi voru sex, 2 klukkustunda námskeið en þú hafðir val á milli tveggja, þetta var formatt sem ég hafði ekki séð áður og var ég því spennt að sjá hvernig þetta myndi virka.

Námskeið nr. 1 var „Building a strong BPM foundation for performance excellence“. Þetta námskeið var styrk af PNMsoft og var því miður bara kennsla á þeirra forrit. Sá sem hélt þetta námskeið var alveg ágætur en manni fanst svoldið súrt að vera borga sig inn á kynningu hjá fyrirtæki. Þeir voru alltaf að segja „en að sjálfsgðu erum við ekki að reyna að selja ykkur neitt“ en æ þetta varð bara frekar vandræðalegt. Sérstaklega í ljósi þess að PEX gefur sig út á það að aðeins þeir sem eru að vinna í umbótum séu fyrirlesarar („only practioners led presentations“. Það kom í ljós á ráðstefnunni að fleiri voru ráðgjafar sem voru með fyrirlestur.

Námskeið nr. 2 var „Delivering an effortless customer experience: Aligning your team and your processes to achieve higher customer loyalty“

Þetta námskeið var hinsvegar alveg frábært með mjög skemmtilegum fyrirlesara. Þó hann hafi verið ráðgjafi þá var hann með góðar sögur og kenndi mér ýmislegt.

Nokkrir punktar frá þessu námskeiði voru:

• Wow-ing your customer won‘t give you anything extra – but we need to know what is our standard. The customer just wants you to deliver what you said you would deliver.
  
  
• Skills in our employees
  
  
  • Satisfaction  =  Soft skills
    
    
  • Loyalty = Problem solving skills
    
    
• Focus on training people in the soft skills and shift the focus to help people problem solve.
  
  
• Customer dosen‘t complain anymore he will just go!
  
  Create the perception of low effort!!!  We need to be EASY to make/do business with!!!
  
  

• „Company thought 7% were solved in first contact but reality was when they asked their customer it was 40%“
  
  
• There is not very much corrilation between satisfaction vs. Monitori decisions
  
  
• „the more you talk to your customer the more chances it is that it will lead to dissatisfaction“ –  you can mess it up 4 times more if you need to contact customer again – FIRST CONTACT is key!! And for instance explain the bill to the customer so he dosen‘t have to call to ask about it to understand it.
  
  
• Missing a service experience is worse then messing up a product experience.
  
  
• Companys don‘t count for instance going to the shop or the internet as the first contact BUT the customer does!
  
  
  • Virginia Mason – uses poker chips to see if customers are happy with their service
    
    
  • It‘s when you fail when you can buy the loyalty back of a customer!
    
    
• Voice of the customer
  
  
  • 3 guiding principles – continental airlines – they burned the manuals
    
    
• Virginia Mason – first they designed waiting rooms but the sensei asked you are making people wait that don‘t have time to wait (sick patients)
  
  
• You would be shocked to see call centers metrics in a store (for instance to quickly finish a call)
  
  
• Kpi‘s need to be authentic towards the main goal!! And it need to reinforce the behaviour.
  
  
• Anchoring – if you have fewer choices then 76% rated experience higher.  Don‘t have too many options. He told a story of an experiment about people offering jam samples. In the first test only 5 flavours were introduced and the sales increased and happiness about the jams. In the second part they had 20 flavours and the sale didn‘t just slow down it actually dropped.
  
  
• Provide a reason for a request, 60% of people will let you cut in line if you ask them – they won‘t be happy about it but they will. If you provide a reason for why you should be before them then it‘s 94% chance that they will let you.
  
  
• Do a customer effort value stream or a value proposition canvas
  
  Námskeið nr. 3 var einnig mjög fínt.
  
  
• Nokia spent a lot of money in process excellence but they didn‘t listen to their customer – PEX needs to be aligned to the customer!! That‘s what matter!
  
  
• Everything we do to get value for the customer is process
  
  
• Departments are not real things just as a picture of a tree is not a real tree – you can‘t climb it
  
  
• The more choices you have the more processes you need to build around it.
  
  
• Say what you are going to do and actually do that “Consistency“ and then the customer will have a good experience
  
  
• When looking at the customer you need to look at NEED vs WANT vs EXPECTATIONS
  
  
• Today we have a „PROSUMER“ a professional consumer. We as prosumers don‘t trust sales people any more since it takes us 2 sec to search and compare options for ourselves.
  
  
• 1998 average attention span was 37 minutes
  
  
• 2015 the average attention span is 7 sek
  
  We can‘t treat everything like a production line!
  
  We need to listen to the customer and interpret what he is asking us... example is a mother that asks where is the toilet and what time is the 3 o‘clock parade... she know‘s it‘s at three it‘s in the question but what she is really asking is where can she shield her kids from the sun when the parade walks past. WHAT IS THE NEED!!!
  
  The answer to the question is in the context of the question.
  
  Then we did a practical excersize where we went through on an A3 paper
  
  

1. Who is your customer
   
   
2. What attributes has your customer
   
   
3. What do they expect PEX frameworks to do for them?
   
   
4. Historically what have PEX frameworks done for them?
   
   
5. What process does the customer think they are involved in?
   
   
6. What do we determine for the customer?
   
   
7. What are their real need?
   
   
8. Successfull customer outcome (one phrase)
   
   

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Ég hendi inn seinni tveimur dögunum eftir nokkra daga:)