Light is invisible.

A prism makes visible the light we cannot see.

The 8 Dimensions of Excellence framework reveals

insights to make excellence visible and you radiant.

 

Click to learn more about the 8 Dimensions of Excellence!

MASTERING EXCELLENCE

Align, integrate, and advance what makes you best.  No matter how close you are to excellence, we can take you to the next level.

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When You Master Excellence…

  • You have created the customer-centered culture
  • Leadership vision is simply articulated, rapidly deployed
  • Employees are inspired, engaged, and achieve the impossible
  • Change management becomes cultural transformation
  • Your leadership creates the model of best practices
  • Measures address all 8 Dimensions of success
  • Processes turn complexity into simplicity
  • Customers are raving fans
  • The voice of leadership and voice of the customer converge, creating innovative and sustained excellence

Our passion is to make this vision your reality

 

How We Do It

We guide you using the Customer-Centered Culture (C3) system.

C3 is a system for aligning the strategic direction and operational practices of an organization to satisfy customer priorities and engage employees to excel.

This includes a defined model for transformation called 8 Dimensions of Excellence (8DX), principles, tools and a methodology not found elsewhere.  Everything we do is built on this foundation. These powerful principles and methods are practical, universal, scalable and customized to you.  Start by exploring the topics below.

Keynotes

Rob uses humor, a highly interactive delivery style and thought leading content to inspire your audience, provide takeaways, and support your event success.

Workshops

Our workshops offer you fast-paced, provocative and content-rich sessions which enlighten, inspire, entertain and enable customer-centered transformation.

Strategic Planning

Create a strategic plan that is easy to understand, easy to communicate to all employees, personally relevant to everyone and proven to achieve eye-popping results.

The Roadmap

Easy to read, filled with insightful examples, punctuated with humor, designed for application.

Executive Strategic Advisor

This personalized support enables you, the transformation leader, to create and deploy strategic thinking aligned with the values you and your customers share.

C3 Mentoring

C3 Mentoring is highly personalized support for change leaders and project managers when and where you want it, by phone or in person.

8 Dimensions of Excellence

The 8 Dimensions of Excellence is a framework for visually displaying the relationships among core concepts and the sequence to best address them to achieve excellence.

Self-Assessment: C3IQ

Take five minutes to see how customer-centered your organization is on the topics of strategic direction, satisfaction and measures of success. Identify what to strengthen first.

More Topics

Prework

Prework provides us with important information about you and your organization enabling customization of the workshop content to fit your unique context, while introducing you to new concepts.

 

Tools

Tools to change the culture of your enterprise, train others in C3 methods, uncover and understand the Voice of the Customer, organize and manage a key projects or simply apply the C3 concepts.

Certification

We invite you to become a C3 Master, certified to apply and/or teach the C3 principles, practices and tools.

Professional Development

Please join us as a Partner in offering our Leadership in Excellence & Customer Focus program to your members and contacts.

Balanced Scorecard

A balanced scorecard with C3 inside fully integrates all 8 Dimensions of performance.

Voice of the Customer

The challenge in capturing the voice of the customer (VOC) is to eliminate confusion about who the customers really are and understand what they want so we can predictably create satisfaction and excitement.

Project Management

C3 projects are overwhelmingly successful at carrying out their mission rapidly, producing quality results organizational leaders have rarely seen before.

Heroes

We are immensely proud of the people and organizations working to transform life for their customers.  See what others have accomplished!

You changed our view of our customers and helped the U.S. Coast Guard Yard win both the Maryland Performance Award and the Coast Guard Quality Award in 1996. I was a Board member for the Virginia Quality Award for about 6 years, and have been a member of the Executive Board for Maryland. Your C3 methods offer a level of customer awareness that has not been addressed anywhere else. I will reiterate that message as long as I am involved in promoting leadership practices.

Ronald Marafioti

Executive Board, Maryland Performance Award

Education has been producer-centered, based on the belief that the instructor knows best and the learner is a junior apprentice who must be put through the hurdles prior to being permitted into the real world. Educators must become customer focused. Education must be offered at times and places and in formats convenient to learners rather than being by the faculty, of the faculty and for the faculty. The prime value of this program was the creation of skilled champions of customerization who can facilitate change through action and example.

Dale Landry

President, Southern Alberta Technical Institute

This workshop is definitely NOT for the faint-hearted! Mr. Lawton led us through an intensive, fast-paced presentation designed to reframe how we think about customer satisfaction and service. He encouraged each participant to continually challenge how we think about ‘products’ and our role in providing these to our real customers. He provided a very clear understanding of what a customer-centered culture is and how to create one.

Hazel Mays

Quality Manager, AT&T Global Business Communications Systems

During my long career, I was one of the few people in the world to study under, and spend personal time with Dr. Edwards Deming, Peter Drucker, Joseph Juran, Philip Crosby, Russell Ackoff, Tom Peters and Michael Hammer.  In comparison to those giants of the past, Mr. Lawton is clearly in a comparable position to be today’s premier thinker and practitioner of quality as defined by customer satisfaction. He causes revolutionary new managerial thinking and decision-making.

Bruce E. Laviolette, Ph.D.

Corporate Director of Management Systems, Naval Air Systems Command

Becoming Customer-Centered can be so much fun!

See how to begin...