The Process Tactics Playbook

By Steve Towers and James Dodkins

Sharp and to the point helpers for folks up to their necks in the process mire. It is about how we get process done to win the triple crown, reducing costs, growing revenues and enhancing customer service.

Concise and deliberate moves to make life easier for the process professional, whether that is Lean Six Sigma, Business Process Management, Customer Experience Management, Business Process Reengineering or Customer Centricity.

Here you find advice from 'been there and done it' guys working with the worlds leading companies including Apple, Google, Emirates, Zara, Zappos, H&M, Singapore Airlines, Amazon and more.

• Language: English
• Publisher: Lulu.com
• Release date: Apr 21, 2015
• ISBN: 9781326253691

Book preview

The Process Tactics Playbook

The process Tactics Playbook

Process Tactics

TABLE OF CONTENTS

The process Tactics Playbook

Ask for forgiveness, not permission.

Be the reluctant hero.

It’s not their fault

Objection Handling and Emotional Response

There is a solution to every problem…for some people there is a problem for every solution

Modelling

Language Patterns

Learning New Habits

Don’t Tell Them, Let Them Ask

Overcome the resistance

Make them think it's their idea

Start small

There is no failure only feedback

Reframe Your Outcomes

Future Pace

Describe your story (see also the Reluctant Hero)

A Powerful technique – Mindfulness

The map is not the territory

People make the best choices available to them

If one person can do it anyone can do it

Change can be fast and easy

The person with the most flexibility will control the system

Experience drives our responses - not reality

Habits and Habitats

In Conclusion

Ask for forgiveness, not permission.

Picture yourself as a child, in your childhood home. Picture yourself in the place you would eat most meals and picture your mother bringing a lovely home cooked meal to you. Imagine all the colors and the smells; imagine tasting the meal and the pleasure you got from it. Now imagine your mother asking you How was it, did you like it? What would you answer? Yes, it was great, thank you! Imagine your mother pressing further You really liked it? Honest? What would you reply? Yes, honestly it was really lovely, I really enjoyed it Then imagine your mother asking you Even the green stuff? What would you reply? Yes, that was especially nice, what was it? then imagine the shock of finding out That was spinach What would you have replied? But I don’t like spinach! and you mother looking at you with a smile on her face saying, Don’t you?

This is the essence of asking for forgiveness, not permission. In the business world our colleagues will have very fixed ideas of what they like to do, what they can do and what they are allowed to do, mostly none of these will be based in any sort of reality other than their own – these are not logical restrictions they are emotional restrictions. Imagine if your mother had tried to convince