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Mastering 8 Dimensions of Excellence: How to Align Strategy, Culture, Customer Experience & Success – Columbus, Ohio
June 20 @ 8:00 AM - June 21 @ 5:00 PM$752 – $4935
We are pleased to join with ASQ Columbus to bring Mastering Excellence’s author and world acclaimed leadership strategist, Robin Lawton, to Columbus June 20-21, 2018 for a two-day workshop on cultural change. Pricing shown is for TEAMS of 3 to 8 participants (as low as $494 per person for ASQ members). The last day for Early Bird pricing is Monday, May 30, 2018.
Cultural change is among the most complex endeavors a leader can pursue. This workshop simplifies and accelerates your success. It shows you how to apply a unique system and road map that is easy to understand, fast to execute, customer-focused and strategic. Proof of effectiveness is in the millions of dollars saved, time reductions of 80%, tidal waves of customer kudos and recognition of excellence routinely earned by practitioners. That can be your future. The alternative, for those without this thought-leading, highly pragmatic guidance, is to get stuck on operational, internally process-focused, project-driven improvement efforts rooted in manufacturing practices with limited relevance for today’s knowledge age enterprise and its customers. You can do far better.
Transformation leaders like you have high expectations, a vision of the possible, urgency to engage others, risk tolerance and are impatient for results. All you need is a clear and proven path to success. Join this stimulating, interactive and entertaining session for a thought-leading and pragmatic approach. It will strengthen your ability to achieve strategic outcomes, convert customers to fans, link values with measures and engage employees. Come with a team and leave able to immediately begin deployment. Get enlightened, inspired and equipped for results!
This fast-moving, content-rich workshop uses an elegantly simple framework and new tools to transcend practices such as Lean, Six Sigma, ISO 9001, Baldrige Award Criteria and related approaches. Your world-class presenter and best-selling author uses a jargon-free style to deliver content customized and relevant to everyone in a knowledge-intensive enterprise. This session is designed to create heroes who are able to excel, engage and excite. Leave with a practical new way to:
- Define and visibly improve customer success
- Concretely connect strategy, performance measures and high-impact change
- Integrate and advance your existing initiative(s) to the next level (including Lean, Six Sigma, Baldrige, ISO 9001, Operational Excellence, Lean Six Sigma, HCAHPS, VOC, and more.)
- Achieve results you never thought possible
Day One: Create the Framework for Strategic Transformation
Change leaders like yourself have high expectations, a vision for the possible, and an urgency to engage others. Join this stimulating and entertaining session for a pragmatic approach that will strengthen your ability to achieve strategic outcomes that customers will notice and employees will deploy with enthusiasm. Agenda
Day Two: Satisfy the Heart, Mind and Voice of the Customer: Uncover, Translate and Deliver What Customers Want
Don’t even think about conducting a voice of the customer project, commissioning a customer survey, or designing new services without the innovative framework and tools provided in this session. You’ll learn a refreshing new way to uncover and translate the mind of the customer in ways you never thought possible. These methods take you several steps beyond Six Sigma, DFSS, Moments of Truth and any other initiative you may have seen, provided with elegant simplicity. Agenda
This workshop is for members of the C-suite, change leaders, initiative champions and their teams responsible for conceiving and executing top-flight performance improvement and innovation your customers and colleagues will notice, love and emulate.
Attendance as Teams
Bring your associates and apply the C3 principles to your own organization during the workshop. This workshop is organized for team application and customized to your team’s unique context. We will call each person before the session to understand exactly what you are working to achieve and what you have done to this point. Your special background informs how we will deliver the material. The objective is to enable you to leave with insights, new tools and the enthusiastic clarity to execute to levels you never thought possible. If you do not have at least two other people to join you, please call us to discuss.
Tools You Will Take Away
- A self-assessment revealing excellence strengths/needs in four key areas of leadership
- The easy-to-apply framework showing where your current initiatives really focus and what actions will leverage them
- A tool that removes “service” ambiguity, making intangible work concrete and measurable
- Project criteria shown to increase satisfaction & workforce capacity, saving cost and time
- An easy to understand, step-by-step method for defining what your customers want
- An Excellence Framework that balances customer and enterprise values
- Tools to (a) differentiate 3 roles a customer can play in any context, (b) discover whether the customers with most power have it appropriately, (c) identify the priorities that are/aren’t measured.
- The method for connecting strategy to daily work, applicable to everyone
You may register below by entering “1” to the left of the correct member/non-member and team size. A member is defined as any ASQ member, current or pending. To become a member of ASQ click here. If a team claims claims membership in a sponsoring organization in error, the final price will be adjusted to correct any errors affecting a claimed discount. Registration after the Early Bird Date increases by $200 per team or $50 per person, whichever is lower.
If you would prefer to register by phone or have questions you’d like answered first, please call Rob at 941-704-9888 or Tony at 781-710-0285.
Download: Ohio University Map 050718
Seminar registration includes all materials unless stated otherwise.
Cancellation Policy: If a registration is canceled 30 days or more prior to the event, there will be a full refund. If cancellation is less than 30 days prior to the event there will be no refund. Replacements can be made anytime up to the beginning of the session.
“Excellent program! This is not ‘soft’ training but challenged me to make a mind shift to apply the customer-centered thinking in my work. The emphasis on creative, divergent thinking may be the key to our success in the next ten years.” Steve McAlexander, AVP, American Honda Motor
“I want to be sure you heard from me what a critical piece of work we all did during your session last week. We are already beginning to incorporate the thinking in your model into our efforts in the Mental Health Service. Thanks so much for a superlative seminar.” Rich Goepfert, East Region Chief, Mental Health Services Group Health Cooperative, Puget Sound
“I have attended more than twenty seminars, workshops and post-Masters degree courses related to customer focus. This is the most practical approach I have found.” Clifford Keys, Operations Division Manager Lawrence Livermore National Laboratory
“This is definitely NOT for the faint-hearted! [We were] led through an intensive, fast-paced presentation designed to reframe how we think about customer experience. Each participant was continually challenged to think about ‘products’ [rather than service activity] and our role in providing these to our real customers.” Hazel Mays, Quality Manager, AT&T Global Business Communications Systems