BTOES Insights Official
By
July 04, 2018

BTOES 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


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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.

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