Title: Innovation in the Digital Ecosystem of Service Organizations
Speaker: Zubair Anwar
Description: Innovation within the digital ecosystem of service organizations is both imperative and transformative. As organizations increasingly intersect with digital platforms, there is vast potential for quality professionals—those responsible for maintaining and enhancing performance excellence—to catalyze change. By establishing dedicated innovation functions, these professionals can guide organizations toward delivering more effective, inclusive, and resilient value to communities, while equipping individuals with critical digital skills.
Quality professionals can spearhead innovation by creating structured functions or teams focused on digital transformation. Such functions encompass roles like “Innovation Champion,” “Digital Quality Architect,” or “Ecosystem Liaison.” Their responsibilities include horizon-scanning emerging digital tools, facilitating cross-functional ideation workshops, reinforcing agile and user-centric practices, and measuring innovation impact through outcome-based metrics (e.g., user engagement, service accessibility, digital literacy). Embedding innovation into quality frameworks ensures continuous improvement and responsiveness to evolving community needs.
Speaker: Engr. Zubair Anwar Khurshid is a seasoned consultant, trainer, and academic professional with over two decades of international and national experience in engineering management, organizational excellence, quality management, and capacity building. He is the Principal Consultant at BIETS Centre of Excellence, delivering impactful consulting and training programs to public and private organizations, including multiple government engineering academies. With a distinguished background in engineering management, academia, and consulting, he has also served in senior leadership roles. His teaching portfolio includes adjunct faculty roles at various universities and international collaborations with TUM Germany. He is a Certified Six Sigma Black Belt, Certified Six Sigma Green Belt, Certified Manager of Quality/Organizational Excellence (CMQ/OE), and Professional Engineer (PEC). He has also contributed globally through ASQ (American Society for Quality) as an author, mentor, reviewer, and Body of Knowledge (BoK) leader. His expertise lies in Lean Six Sigma, Industry 4.0, organizational development, ESG, entrepreneurship, and digital transformation. Zubair has authored and co-authored publications in Juran’s Quality Handbook, ASQ Primers, Service Quality BoK, and Sage Encyclopedia of Quality, and presented at multiple international conferences and summits. Recognized for his thought leadership, training excellence, and industry-academia collaboration, he continues to empower professionals and organizations to achieve sustainable growth and operational excellence.