The document discusses the Outside-In methodology created by Dick Lee for aligning business processes with customer needs. It describes how Outside-In examines workflows, communication flows, and data flows, as well as individual processes, and how technology can be aligned to better support new processes. Many large companies are using Outside-In to improve customer relationships, work quality, and efficiency. Training and certification opportunities are available through various programs.

1. Dick Lee
Founder, High-Yield Methods
Board of Directors. BP Group
Copyright 2009 BP Group 1

2.  What is Outside-In?
 Who’s using it?
 Why are they using it?
 Customer-alignment concept
 Training opportunities
Copyright 2009 High-Yield Methods 2

3. Copyright 2009 High-Yield Methods 3

4. From this
From this
To This
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5.  3M Company
 Apple Computer
 Fed-X
 Nordstrom’s
 Southwest Airlines
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6.  Amazon.com
 Best Buy
 Gilead Sciences
 Google
 Hospitality sector
 IBM/Lenovo
 Tesco
Copyright 2009 High-Yield Methods 6

7. Steve Towers Founder, BP Group,
Towers Associates
John Corr, President, BP Group,
City Process
Dick Lee, Founder, High-Yield
Methods
BP Group Board of
Directors
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8. Copyright 2009 High-Yield Methods 8

9. Empowered customers
Competitive edge
Build customer
relationships
Streamlining
Copyright 2009 High-Yield Methods 9

10. Copyright 2009 High-Yield Methods 10

11. Copyright 2009 High-Yield Methods 11

12. Customer Expectation Management (CEMM)
Workflow Dynamics
Visual Workflow (1996)
Copyright 2009 High-Yield Methods 12

13. + Customer-
centricity
+Revenue
+ Cost
Service
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14. “What” “Who”
Customer
Enabling
“How”
technology
“Why” emanates from strategy level
Copyright 2009 High-Yield Methods 14

15. Workflow
Application
(+ individual software
process)
Communication Enterprise
Customers Strategies
flow collaboration
Systems
Data flow
architecture
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16. O-I Lean Six Sigma
Customer-centric strategy 
Redesign workflow   partly
Redesign communication flow 
Redesign data flow 
Reengineer individual work  
Generate tech. requirements 
Requires special training  
Designed for Office/Service 
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17. Office/Service Environments Manufacturing Environments
Low repetition High repetition
Decision-based business process Fixed business process
Adaptability critical Consistency critical
Hundreds of key workflows Dozens of key workflows
80 % + of defects in hand-offs Most defects in individual work
Invisible defects Visible defects
Empowered staff Compliant staff
Business process is the work Business process guides the work
Integrated work, data & communication flows Independent detached flows
Application data integration critical Embedded technology
Managed by macro-level metrics Managed by micro-level metrics
Outside-In Inside-out
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19. I. Align strategy with customers
From transformational opportunities to ongoing service
II. Align process with strategy
Flows (work, communication, data)+ individual process
III. Align technology with process
Core systems, application software, messaging technology
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20. Input Process Output
Customer Situation
Strategies
vision analysis
Customer Invent new Priorities
data
Customer
maturity Refine Redefine
model current work
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21. Exec.
Exec. sponsor
Team captain
Cross-functional core team
Resource teams
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22. Assess
Redesign Output
as-is
Work flow “What” work
Workflow by “who”
Comm. flow “How” +
tech.
Comm. flow
Data flow Enabling
technology
Data flow Individual “How” +
process tech.
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23. Exec.
Exec. sponsor
Team captain
Cross-functional core team
Resource teams
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24. Systems Apps. & Comm.
architect. analytics software
Data Application
integration layer UC
Web Forms, SaaS
Channels
Location &
analysis App. config.
“Records of Analysis & Routing
record” reporting
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25. C-Level
Sponsor
Team captain
Cross-functional core team
IT
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26. •Stronger customer relationships
I.
•Higher quality work
II.
•Streamlining (cost reduction)
III.
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27. 27

28.  Global training
 25,000 members
 7,000 CPP certificates issued
 Global consulting network
 Online networking/education (BP Group, Outside-In
Process group (both on Linkedin)
 Public certification sessions:
 Boston (12/15/09 – levels 1-3)
 Orlando (1/21/10 – levels 4 - 5)
 Chicago (2010)
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29. Copyright 2009 High-Yield Methods 29

30. Steve Towers’ new book:
release November/December 2009
Copyright 2009 High-Yield Methods 30

31. Get started with Outside-In!
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