BTOES Insights Official
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February 15, 2019

BTOES EXCLUSIVE SLIDE DECK: Ebay - 3 Lessons for Driving Innovation & Agility through Operational Excellence

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How can you utilise Operational Excellence to encourage Innovation & Agility within your own organization?

Courtesy of Ebay, the Slide Deck Resource, 'Debunking Myths: How Operational Excellence Fosters Innovation and Agility' offers the following exceptional takeaways for innovation & agility professionals:

  • The journey to implement process-centered management in transactional and service delivery environments using Operational Excellence
  • Integrating process and technology to create consistently excellent customer experiences at scale
  • Using Voice of Customer (VOC) to implement quality

 

How Operational Excellence Fosters Innovation & Agility

 

"eBay depends on Innovation and Agility to compete and succeed. Far too often these efforts are thought to be at odds with management practices aimed at highly predictable and effective operations. Learn how eBay is reframing this paradigm"

- Zac Jacobson, Senior Director, Global Business Excellence & Customer Insights, Ebay

 

Zac is Senior Director of Business Excellence and Customer Insights for eBay Marketplaces. In this capacity, he is responsible for the operating effectiveness of the Global Customer Experience organization which includes customer service, policy and risk management, billing and payments, and operations support service functions. His team’s mission is to create consistently excellent and efficient experiences that result in loyal customers.

 

How Operational Excellence Fosters Innovation & Agility


About the Author

Senior Director, Business Excellence and Customer Insights at EbayZac has 20 years of global leadership experience spanning military/government, operations/manufacturing, and technology industries. He joined eBay in 2010 from the world’s largest drilling services company where he led global operations responsible for 5500 employees and the profitability, productivity, safety, and asset management of a $1.2B business.  Prior to that, Zac served in a variety of leadership roles in operations; finance; strategy; and mergers, acquisitions, and divestitures.

 

 

These slides were first presented at the Business Transformation and Operational Excellence World Summit (BTOES17). To learn more, please visit btoes.com.


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