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Strategy and Tools for Transformation Leaders – ISACA Houston

April 25 @ 12:20 PM - 3:10 PM

ISACA Greater HoustonRob and Tony are excited to be invited by ISACA Greater Houston to present an Executive Seminar, Strategy and Tools for Transformation Leaders: Align strategy, culture, customer experience, human performance and success on Thursday, April 25, 2019.  Click here for more information and to REGISTER.

It is normal to attack single symptoms of organizational under-performance as if they are the root causes preventing excellence.  Themes such as process improvement, employee engagement, service responsiveness, waste and cost reduction, technology adoption, and performance measurement masquerade as the cure.  As an insightful leader, you recognize the true pursuit of excellence is multi-dimensional, constrained by organizational culture, and is a highly complex endeavor. This session is designed to make the complex much easier, the transformation pace much faster, and the results bigger than anything you’ve seen.

The new leader is impatient to achieve “impossible” outcomes, excite customers, engage empowered employees and set new measures of success others can only dream about.  It is a tall order requiring an entirely new focus, paradigm and tools.  Success requires a transformation system as well as a systems approach to transformation.  This session provides you with both. It starts with transforming how you envision excellence, showing how to achieve what you never thought possible, such as these repeated practitioner results:

  • New monthly revenue of $8 million
  • Process time reductions of 80%
  • Cost savings of $20 million in two years
  • Customers transformed into raving fans
  • Dramatic improvement in employee selection, placement, performance
  • Measurement of intangible knowledge work across the enterprise
  • National & industry awards for excellence and best-in-class performance
  • Engaged employees who view their work as a calling, not a job


This fast paced, interactive session 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 colleagues, customers and employees will notice, love and emulate. Leaders from internal disciplines including quality management, human resources, IT, customer service, marketing, and supply management.


  • Mastering Excellence: A Leader’s Guide to Aligning Strategy, Culture, Customer Experience and Measures of Success.
  • A cultural IQ assessment revealing excellence strengths/needs in four key areas of leadership
  • 10 Steps to Excellence: Your road map to success
  • Six Leadership Levers: Eliminate the sources of ambiguity, confusion, chaos and conflict; simplify and accelerate cultural change
  • 8 Dimensions of Excellence framework that integrates and balances priorities related to initiatives, measures, strategy, operations and values
  • A tool that removes “service” ambiguity, making intangible work concrete and measurable
  • Strategic Project criteria shown to increase satisfaction & workforce capacity, saving cost and time


  1. Use new tools to connect strategy, daily work and customer insight
  2. Define the most intangible knowledge work as concrete, measurable and repeatable by design
  3. Determine who “the customer” really is in every context and why it matters
  4. Inject existing initiatives with a strong customer bias, strengthening what you do well
  5. Strengthen the four areas of performance most measurement systems miss


  • Self-assessment: your strengths on customer knowledge, strategy and improvement
  • Separating process, product and outcome expectations
  • Balancing customer and producer priorities
  • Ambiguity and use of six levers for your leadership and cultural transformation
  • How to define “service” and knowledge work as measurable products
  • Connecting strategic direction to daily work, relevant to everyone
  • Differentiating the three roles a customer can play, and why it matters
  • Unambiguously determining who “the customer” is in every context

Tony Belilovskiy is the director of the International Institute for Customer-Centered Leadership (IICCL), a strategic advisor and C3 project management trainer and facilitator.  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. 




The HESS Club is located in the Galleria area at 5430 Westheimer, about one mile west of Loop 610 between Yorktown and Chimney Rock. The HESS Club is a low, freestanding building behind the TALL WHITE BUILDING.

Turn at the the blue HESS sign on the north side of Westheimer at a short street named Westheimer Way, just east of the large brown building.

Turn left at the HESS sign and drive through the portico of the HESS Club to an open air parking area.

If it is raining look for the underground parking area off Westheimer Way just before reaching the HESS portico. Enter HESS from the north end of the underground parking lot.


The HESS Club
5430 Westheimer
Houston, TX 77056 United States
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(713) 627-2283