The document discusses how raising standards and pushing boundaries can lead to success. It notes that as expectations increase, traditional methods often fail and new innovative approaches are needed. Dick Fosbury is highlighted for winning gold medals using an unconventional backward technique in high jumping. The importance of focusing on customers and their needs from their perspective is emphasized, with examples given of how prioritizing the customer experience can give a competitive advantage. The talk concludes by encouraging the audience to follow their intuition and have the courage to challenge the status quo.

1. Raising the Bar and Winning Gold
KEYNOTE
Steve Towers
CEO & Founder
www.BPGroup.org

2. Raising the Bar and Winning Gold
Steve Towers
CEO & Founder
www.BPGroup.org
KEYNOTE

3. Raising the Bar and Winning Gold

4. As the bar went My gym teacher told me that I
couldn’t jump..
higher jumpers So I set out to prove him wrong..
And figured a way of getting
refined the higher and better..
techniques..
The old techniques just
Became more weren’t working anymore
professional.. with the bar getting so
Settled on standard high..
approaches..
So I decided to look at it
in a completely new way
However the bar
kept going up
Dick Fosbury

5. Who is consistently winning Gold?
(and doing work in a very different way?

7. Outside-In The Secret – what is it?

8. www.flickr.com/photos/mwichary/2356663850/

9. What’s Missing?

10. CEO
Customer
Marketing Sales Operations Finance
Service

11. Some say they are doing it –that’s just junk
We show that we value our
customers by serving them well,
putting their needs and interests at
the center of everything we do.
(from the AOL mission statement)
http://www.youtube.com/watch?v=xaaAYVUWP0I

12. What do weight-loss plans Six Sigma
and process-improvement
programs such as Six crashes and
Sigma and "lean
manufacturing" have in burns
common?
They typically start off
well, generating excitement
and great progress, but all
too often fail
to have a lasting impact as
participants gradually lose
motivation and fall back
into old habits.
Recent studies, for
example, suggest that
nearly 60% of all corporate
Six Sigma initiatives fail to
yield the desired results.

13. However a New Landscape is emerging

15. So with the bar getting higher
every day
what is this different perspective
that is consistently winning?

16. The Customer Experience is the Process

17. What do customers need and how can we do it?
“…..rather than ask what are we good at
and what else can we do with that skill,
you ask who are our customers?
What do they need? And then
you say we
are going to
give that to
them
regardless”

18. On Successful Customer Outcomes

19. On Successful Customer Outcomes

20. On Customer Needs

21. On Moments of Truth
We’ve gone through
the system and
looked at everything
and asked how can
we simplify this and
make it more
powerful at the
same time

22. “ We can't solve
problems by using
the same kind of
thinking we used
when we created
them ”
Add to that:
If you always do
what you have
always done, you’ll
always get what
you always got

24. Do you Dive In, or watch from the Shore?

25. www.flickr.com/photos/mwichary/2356663850/

26. On the way to oblivion with Inside-out

27. On the UP with Outside-In
Jill McDonald, the chief executive of McDonald's UK business
said: "We have been consistently investing in our business to
offer customers quality food at affordable prices.
We have re-imaged over 90% of our UK restaurants to make
them more attractive destinations."
The company also plans to open 1,300 new stores this year.

28. “Outside-in is
a powerful
idea”
Jack Welch
the ability to turn that
the ability to learn more learning into action
about our customers

29. Six Sigma on Steroids?

30. It is time for a Heads-up!

31. Your time is limited, so don’t waste it living someone
else’s life.
Don't be trapped by dogma - which is living with
the results of other people's thinking.
Most important,
have the courage to
follow your heart They somehow
and intuition. already know what
you truly want to
become.
Everything else is
secondary.
Steve Jobs (God bless him)

32. • Final – Podium shot – winning Gold

33. www.bpgroup.org
We used to dream
about this stuff.
Now we can do it.
That is really Cool.

34. Raising the Bar and Winning Gold
Steve Towers
CEO & Founder
www.BPGroup.org