Forget tick box exercises: "process professionals must deliver better customer outcomes"

Posted: 03/11/2014

If you haven’t noticed already, your customers have so much more power at their disposal. They’re well informed. They can easily compare your prices with those of your competitors. And they’re vocal when things don’t go well. So what does this mean for process professionals?

"The focus of projects and the people inside organizations and enterprises is changing," explains Steve Towers, CEO and founder of the BP Group. "The dialogue is less about how skilled you are at a particular technique but how is what you’re doing really going to contribute to achieving those deliverables which are going to move the metric on the customer satisfaction Net Promoter Score?"

In this PEX Network interview, Towers explains why he sees customer-orientation as a growing trend within process excellence and the skills and capabilities required to achieve it.

To read a transcript of this interview, click here.

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