International Process and Performance Institute

CEM - Customer Expectation Management. I wrote the book on it (and all members get a digital copy when they join)... :) and as I see it evolving, one of the first important pieces is presented here.

That piece is the IPAPI CEM Method™. The IPAPI CEM Method consists of three elements; Optimize, Align and Innovate. But that is not enough. One of the key observations about the tools is

that they can be used and combined in virtually any manner. The IPAPI CEM Method™ reflects this

flexibililty in its graphical representation here:

This is the toolset taught in the IPAPI CPP™ program.

Optimize focuses on improving existing process by creating the observational context needed to view a process through a different set of "eyes," to gain a new perspective on the processes we seek to improve. When we optimize a process we want to do two things:

1) Remove the sources of unintentional work

2) Remove intentional work that is not value-added work

Align is based on the observation that every process has an intended outcome (otherwise why does it exist?), that the outcome is intended for somebody (the outcome consumer if you will) therefore everything about the process should be aligned to delivering what outcome consumer really wants. In the case of oru customers, that is the difference between loyalty and attrition.

Innovate is all about identifying the possible shapes a process coud take as it evolves and changes - in respect to the value it creates. More customer value and less organizational cost is the goal and let's face it, that is what market leaders DO. But to successfully innovate we have to push ourselves into an uncomfortable place. A place where all of our quick answers are exhausted, where our personal expertise reaches its limits, where we feel boxed-in and frustrated that the RULES of the innovation activity aren't fair because there IS NO GO ANSWER FOR THIS... Go into that place under the right context and you will come out with insights and possibilites you never dreamed of before (or at least have never thought about or seriously considered).

The flexibility that is so important in the method is based on the observation that you can start anywhere you want, or better, you can start where you need to in addressing the goal or challenge you are faced with. Logically, rationally and reasonably we can say the order is Optimize, Align and Innovate. In the real world we can use these tools however we need to for the desired success to be achieved.