When: September 28-30, 2015
Where: San Francisco, CA, USA.

The Business Performance Excellence Summit is an event for operational excellence and business transformation executives. The summit will include case studies, roundtable discussions and closed-door strategy sessions.

How would your customers rate the effectiveness of your Operational Excellence program?

Connie Moore. Wednesday, September 30, 2015 at 11:15 AM.

Operational excellence is both a linchpin and hallmark of truly great companies. Without operational excellence, profits drop or even plummet, product defects increase and worker productivity gives way to waste. But too many companies diligently and even obsessively focus on operational efficiency without also committing to the most important measuring stick of all—providing unparalleled customer excellence and experiences. In a digitally disrupted world, where firms must change or risk becoming irrelevant, leaders must expand their commitment not only to operational effectiveness but also business transformation—driven by a determination to provide outstanding customer experience AND operational excellence.

To do this, business and process leaders must be willing to ask the hard questions, including: How would your customers rate the effectiveness of your Operational Excellence program? The best way to find out is to ask them.

This session will help you:

• Learn how to team with Customer Experience leaders in your business departments, marketing and IT organizations
• Discover how to establish a customer-driven Operational Excellence program
• Use the customer journey to organize your business processes the way a customer experiences them
• Prioritize transformation strategies and improvement efforts based on Voice of the Customer input
• Convert traditional process metrics into measures that matter to customers
• Get your co-workers using the same customer mindset in the way they solve problems and make decisions

Register