Synthesizing the regulatory management and profit chain

Thei Geurts, 2008

Customer centric ?

Is this applicable

in my case?

Why don’t they

know which

product I have?

Why do I have to

fill in data over

and over again?

Why a question

that is not

relevant here?

Why can’t I do

this via the

Internet?

Why must I go to

all these silos?

What do and

what don’t I get

now?

On what is this

policy or rule

based?

What is the

status of my

dossier?

What does this

mean financially

for me?

As a customer I feel powerless.

I have to adapt myself to

organizations and systems.

While actually I expect them to

adapt to me.

They have to make it easy for

me.

Saving me time.

Being worthwhile getting my

attention.

They have to help me.

Then I am willing to help them.

H E L P

H E L P

H E L P

H E L P

H E L P

Does this sound familiar ?

Employee centric ?

How did I

answer this last

time?

Is this a new

product of us?

How to enter

these data in

this system?

Why has this

suddenly be

changed?

I told them so

often how to

improve this.

Why can’t I do

this myself?

Who must I refer

to for this

problem?

On what is this

policy or rule

based?

What is the

status of my

dossier?

What does this

mean financially

for a customer?

As an employee I feel

powerless.

I have to adapt myself to

organizations and systems.

While actually I expect them

to adapt to me.

They have to make it easy for

me.

Saving me time.

Being worthwhile getting my

attention.

They have to help me.

Then I am willing to help them

H E L P

H E L P

H E L P

H E L P

H E L P

Does this sound familiar ?

Business centric ?

What happens if

I change this?

Whi can’t I

change these

rules myself?

Why must I wait

for release nr. 3?

How to prove the

source of this

decision?

Why can’t this

via customer

selfservice?

Why can’t I pre-

fill these data?

How to treat old

cases after this

new change?

On what is this

policy or rule

based?

How to handle

the knowledge

drain risk?

How to better

cross- and

upsell?

As business I feel powerless.

I have to adapt myself to

organizations and systems.

While actually I expect them

to adapt to me.

They have to make it easy for

me.

Saving me time.

Being worthwhile getting my

attention.

They have to help me.

Then I am willing to help

them.

H E L P

H E L P

H E L P

H E L P

H E L P

Does this sound familiar ?

What did Gartner say in 2007 ?

What did Gartner say in 2007 ?

Source: ESC19_815, 11/07, AE

This requires a regulatory management chain

Legislation Implement, &

execution

directives

Internal

policies &

practices

Transparency &

Coherency

Embraced

complexity

Agility

Regulatory

managem.

system

Rule based

services

Demonstrable

compliancy

Satisfied

customers

Accelerated

innovation

Legislation

Tailor-made information

Tailor-made advice

Tailor-made requests

Tailor-made treatment

Tailor-made dossier

Tailor-made management

Tailor-made learning

Tailor-made tools

…………..

Agile employees

Agile processes

Agile ICT Knowledge centric

The regulatory management chain is knowledge centric

Implement, &

execution

directives

Internal

policies &

practices

Transparency &

Coherency

Embraced

complexity

Agility

Regulatory

managem.

system

Rule based

services

Aantoonbare

compliancy

Satisfied

customers

Accelerated

innovation

Context specific

Concepts

Relations

Rules

Ability to

reason

and act

Internal

service

quality

Employee

satisfaction

Employee

retention

Employee

productivity

External

service

value

Customer

satisfaction

Customer

loyalty

Revenue

growth

Profitability

Result: Service chain becomes Profit chain

Source: based on HBR, July 2008

Internal

service

quality

Employee

satisfaction

Employee

retention

Employee

productivity

External

service

value

Customer

satisfaction

Customer

loyalty

Revenue

growth

Profitability

Employee centric Customer centric

Tailor-made information

Tailor-made advice

Tailor-made treatment

Tailor-made management

Tailor-made learning

Tailor-made tools

…………..

Tailor-made information

Tailor-made advice

Tailor-made requests

Tailor-made dossier

Tailor-made tools

…………..

Profit & non-profit sector Profit sector

Knowledge centric

Coherence regulatory management and profit chain

Implicit aspects

• Shared vision and values

• Learning and sharing together

• …………..

Regulatory management chain

Legislation Implement, &

execution

directives

Internal

policies &

practices

Transparency &

Coherency

Embraced

complexity

Agility

Regulatory

managem.

system

Rule based

services

Demonstrable

compliancy

Satisfied

customers

Accelerated

innovation

Internal

service quality

Employee

satisfaction

Employee

retention

Employee

productivity

External

service

value

Customer

satisfaction

Customer

loyalty

Revenue

growth

Profitability

Coherence regulatory management and profit chain

See for more information

• Public Policy Making

• Playing Jazz in the

GRC Club

• Blueprint for an iBPMS

competence center