BTOES Insights Official
By
August 10, 2017

EXCLUSIVE VIDEO: Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service, Kaiser Permanente

Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service, Kaiser Permanente
WATCH NOW: 
Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service

 

About the Presentation

Presented by David K. Robinson Director, Organization Excellence, Kaiser Permanente

Kaiser Permanente is transforming the organization to become more nimble in order to provide an excellent customer service. In this presentation you will hear how they are:

  • Gathering feedback and customer needs for today and in the future: a human center design
  • Putting a process in place to make rapid improvement to enhance customer experience
  • Using data with stories and stories with data
  • Empowering the leadership team and training employees to be more customer focused that creates an improvement culture 


WATCH NOW: Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service


Screenshot 2017-08-02 22.28.37.png


About the Speaker

David Robinson began work for Kaiser Permanente in 2006 as a program manager for information technology.  In 2008 he transferred into a process improvement role where he provided expertise to the finance organization.  David is currently the director of Organization Excellence in Enterprise Shared Services Buy to Pay, and also serves as an organization development consultant and process improvement expert.

David has 18 years of experience implementing complex enterprise-wide programs and projects, 12 years of experience leading large cross-functional and multi-organizational teams through quality-improvement initiatives and six years of experience partnering with leaders to create strategies to improve the health and development of their organizations.

David holds a Bachelor of Arts degree in Spanish and a Master of Science degree in organization development.  He is certified in Accelerating Implementation Management (AIM), holds a Six Sigma Black Belt, and is a Project Management Professional (PMP). He is also a veteran of the United States Air Force, where he served as an airborne Spanish linguist.

WATCH NOW: More Videos from BTOES17

 


Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.

 

Submit an Article

Become a Regular Contributor

504x672
AWARD 2019-1
Copy of Copy of btoes19
Subscribe to Business Transformation & Operational Excellence Insights Now
btoes19.png
png
certificate
png
btoes19healthcare
png
3-30
png
Copy of Copy of btoes19 (1)
png

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
   
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Improvement Process Management Business Excellence Continuous Improvement Process Optimization process excellence Leadership Process Improvement Premium Execution Excellence Change Management Enterprise Excellence Lean Enterprise Lean Lean Six Sigma Organizational Excellence BTOES18 Capability Excellence Culture Transformation Healthcare and Medical Devices Changing & Improving Company Culture Digital Transformation New Technologies Execution & Sustaining OpEx Projects end-to-end Business Transformation Agile Lack of/Need for Resources Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Leadership Understanding & Buy-In Maintaining key Priorities Relationships Between Departments Culture BTOES HEALTH BTOES Video Presentations Customer Experience Exclusive Technology Process Automation Innovation Strategy Execution Manufacturing BPM Lean Manufacturing Report Agility Systems Engineering Process Design Awards BTOES Presentation Slides thought leaders Data Analytics Healthcare Insurance Robotic Process Automation Professional Services Banking and Capital Markets White Paper BTOES19 Consumer Products & Retail Customer Experience Excellence Operational Excellence Model Project Management value creation data management innovation execution Artificial Intelligence Automotive and Transportation digital operations Interview Operational Excellence Example Digital business expansion revenue growth Data Frameworks Learning organization Primary Measure of succes Workplace Analytics transformation journey BTOES17 Business Growth Communication Human Centered Design Kaizen Lean Culture NPS Net Promoter Score Oil and Gas Pharmaceuticals & Life Sciences Pharmaceuticals and Life Sciences Six Sigma Telecommunications Text Mining business process automation investment banking text analytics Announcement BTOES18 Award Winners BTOES18 Awards Client Feedback Strategy Communications Denial Management Education HealthcareTechnologies Hoshin Planning Hospitality & Construction Infographic Innovation in Healthcare Integrated Decision Approach Integrated Decision Making Jidoka Learning Resource Oil & Gas Recruitment Supply Chain Management Team The FAST lane eHealth master virtual resource management