BTOES Insights Official
July 07, 2019

BTOES - SPEAKER SPOTLIGHT: Using operational excellence to change the culture in the United States Postal Service

Courtesy of US Postal Service, Phillip Murphy wrote a synopsis of his speaking session discussing 'Using operational excellence to change the culture in the United States Postal Service'. Click here to access the whole presentation.  

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The US Postal Service lean journey began in 2007 with the adoption of the Lean Six Sigma problem solving methodology. Initially, this endeavor was a primarily Six Sigma focused effort to resolve equipment related performance issues. These were predominantly long lasting DMAIC (Define-Measure-Analyze-Improve-Control) projects lead by maintenance professionals.

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A few years later the concentration began to move towards more Lean focused projects with an emphasis on the use of Kaizen to reduce the lead time of the efforts. There were numerous successful projects during this time which resulted in improved processes and performance. However, these improvement efforts were limited to the hard work of a relatively small number of individuals who had attended the Green Belt training classes.


Operational Excellence was launched in 2018 at the USPS in an effort to positively impact the culture of our workers. While the DMAIC and Kaizen efforts continue, there was a realization that more must be done quickly to help the company compete. A shift in emphasis to a shorter Yellow Belt training course to give our employees a suite of simple Lean tools and empowering them to use them has resulted in a significant move towards the goal of creating 600,000 problem solvers in the US Postal Service. 



About the Author

Phillip Murphy Image NewPhillip Murphy,
Headquarters CI Team Lean Six Sigma Master Black Belt, 
US Postal Service

Phillip Murphy is a Lean Six Sigma Master Black Belt with the United States Postal Service. He is part of the Headquarters Continuous Improvement team and is responsible for supporting the USPS CI work across the country. His passion for Lean is evident in his support of various processes within the USPS and his diverse portfolio of work.

Phil began his Lean journey in 2007 while he was a maintenance manager in a plant environment. Since then he has served in several positions at the plant, area and national levels during which times he was also serving as a coordinator for the Lean efforts within each area of responsibility. His blend of maintenance, operations and headquarters experience has provided a unique perspective which allows him to easily relate to the various project teams with which he has worked.

Phil joined the USPS Continuous Improvement Office as an LSS Trainer responsible for developing and delivering the Green Belt and Black Belt curriculum to students across the country in 2014. In 2016 he transitioned to the role of Master Black Belt where he focuses on coaching leadership and working to further integrate Lean into the culture of the US Postal Service. Keeping with his passion for teaching and sharing Lean, Phil is responsible for the Lean Leader program which is used to further develop high performing Black Belts within the US Postal Service. 

Phil received his Master Black Belt certification through The Ohio State University, Fisher College of Business and MoreSteam in 2017. He has also earned the CSSBB certification from the American Society for Quality (ASQ) and is a graduate of the United States Postal Service Managerial Leadership and Lean Leader programs.



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


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There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

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