Most executives and change leaders emphasize that customer experience and excellent service are top priorities and keys to success. This session is all about how to achieve those goals with speed and simplicity. The answers integrate unconventional thinking with Lean Six Sigma to achieve outstanding results well beyond the norm.The magnitude of the challenge becomes clear when you ask any ten employees (a) what “service” means, (b) who “the customer” is or (c) what customers’ top priorities are. How can we have evidence-based enterprise direction when we aren’t clear who to get the evidence from or what to ask? We can fix this by using a new paradigm and pragmatic method for achieving unambiguous agreement on the answers to these essential questions. Your goals for understanding, measuring and satisfying customers are suddenly simplified and magic happens.
• An easy to understand, logical method for defining what your customers want
• A clear roadmap for uncovering, translating and integrating voice of the customer you’re your current inhouse initiatives
• The method to differentiate 3 roles a customer can play in any context
About the speaker
Tony Belilovskiy joined the C3 Excellence team following a very successful career in healthcare and business. His diverse expertise includes engineering in metallurgy, ballistics, licensed clinician, healthcare administration, auditor, healthcare consulting, and entrepreneurial business ownership. His experience ranges from clinical, healthcare administration, healthcare IT, contract administration and negotiations, financial analysis, quality and leadership, culture change, project management and strategic planning, business and people management, systems implementations and mergers, data analysis, data migration, medical claims analysis, college and university course development, and varied projects that come with owning your own management consulting business.
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