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Customer-Centered Project Management for WOW Results – AME

November 4, 2019 @ 1:00 PM - 5:00 PM

The AME Chicago 2019 International Conference – The World’s Largest Lean Conference

Rob and Tony are excited to be invited to share their half day workshop, Customer-Centered Project Management for WOW Results at the AME Chicago 2019 International Conference.  This workshop will focus on Integrating and Deploying Strategy, Voice of the Customer and Lean When The Solution Is Unknown.

This course is for those wanting an organized, tool-supported approach that can reduce your effort, dramatically improve your impact and make heroes of everyone on the project you are sponsoring, managing or to which you’re a participant. You may or may not win national recognition, get over 20:1 ROI, cycle time reduction of 80% and customer kudos for your efforts, but many others have.  You can, too.

Traditional project management assumes the solution is known and your job is to execute it.  Your task is to manage the time, budget, resources and risks to achieve a defined result.  Unfortunately, change leaders rarely have such a clear path and must create WOW results out of uncertainty.

Most improvement and innovation projects are different, usually starting only with assumptions about or symptoms of a problem or opportunity.  The fastest, most optimum solution is not yet known.  Projects related to continuous improvement, strategic initiatives, Lean, Six Sigma, customer satisfaction, new product or service innovation and cultural change fall into this category. They are often high-risk endeavors that have fuzzy direction, high failure rates and low ROI.  This highly interactive workshop is designed to prevent those problems and create heroes, starting with you. The solution requires a skilled team of Crime Scene Investigators (CSI) who use the best methods and have the latest tools.  This workshop will provide the tools and steps from creating a crystal-clear charter through construction of a final presentation that is compelling, based on unimpeachable data and supported by qualitative customer input.

Takeaways from this workshop would include:

  • Clear Project Charter with clear purpose, measures of success, defined team member roles, and an action plan that eliminates false starts
  • Immediate application of the material
  • A coordinated method of organizing, communicating and managing the wealth of data the team collects, with optimum simplicity
  • Strong cohesion, shared purpose and strengthened communication skills of the project team


Tony Belilovskiy is the Executive Director of the International Institute for Customer-Centered Leadership (IICCL) and C3 Strategic Advisor.  His diverse expertise includes operational excellence, project management training and coaching, culture change management, engineering in metallurgy, ballistics, licensed clinician, healthcare administration, auditor, healthcare consulting, entrepreneurial business ownership, statistician and conference speaker.  Tony holds both Bachelors in Cardiopulmonary Sciences and Masters in Healthcare Management and Administration from Northeastern University in Boston, MA; Associates Degree in Metallurgy from Odessa Polytechnic Institute in Odessa, Ukraine.

Your Workshop Leaders

Robin Lawton is an internationally recognized author, executive coach and expert in creating rapid strategic alignment between enterprise objectives and customer priorities.  Rob has directed strategic and operational improvement initiatives since 1985. He coined the term “customer-centered culture” with Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed (1993).  His fourth book, published in 2017, is Mastering Excellence: A Leader’s Guide to Aligning Strategy, Culture, Customer Experience & Measures of Success.  Both books are 5-star rated at Amazon.  Thousands of leaders have used his powerful but easy-to-understand principles, strategies and tools to improve and measure service, knowledge work and customer satisfaction.

Customer-Centered Project Management for WOW Results - Integrating and Deploying Strategy, Voice of the Customer and Lean When The Solution Is Unknown.


November 4, 2019
1:00 PM - 5:00 PM




Hyatt Regency Chicago
151 East Wacker Drive
Chicago, IL 60601 United States
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