Bpr : and 6sigma

‘Inside-out’ or ‘Outside-in’; how Business Process Re-engineering and Six Sigma promise but fail to consider the Customer.

Author: Steven Walden,Principal Consultant Beyond Philosophy.

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Beyond Philosophy Services:

Beyond Philosophy is recognized as the worlds thought leaders in Customer Experience. We have written three international bestselling books on the subject. Formed in 2002, Beyond Philosophy works internationally with organizations such as IBM, FedEx and American Express to name a few, from our offices are in London, England and Atlanta, Georgia, USA. We help improve our clients Customer Experience by harnessing our knowledge and experience of practical implementation around the globe. We have proven expertise in derisking implementations, increase speed of project delivery and saving costs through our engagements. Our tools and techniques are renowned for their practical application and have been tried and tested in many sectors. Our services are: Strategic Guidance – We work with all levels of management in an organization and guide them on the decisions that need to be taken to improve their Customer Experience. We start by asking three key strategic questions: What is the Customer Experience you are trying to deliver? What emotions are you trying to evoke? Is your Customer Experience deliberate? Our consultants work with the organizations to answer these key questions and put in place actions that will improve the organizations revenues, retain customers and save costs. Training – We have well developed training programs for organizations from senior leadership to front line people. We also have developed specific training for Customer Experience professionals, whom we train and certify on our tolls and techniques. We believe in “experiential” training, getting the delegate to feel what their Customer Experience is really like. We use real-life case studies to demonstrate our key points. Market Insight and research – We...