BTOES Insights Official
By
February 06, 2020

Key Learnings from 26 Years at Disney's Magic Kingdom - Dan Cockerel Vice President (Retired & Inspired)

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

ACCESS 50 VIDEO PRESENTATIONS
Access all 75 Award Finalist Entires
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 Continuous Improvement Business Excellence process excellence Process Optimization Process Improvement Leadership Enterprise Excellence Change Management Premium Lean Organizational Excellence Lean Enterprise Lean Six Sigma Execution Excellence Capability Excellence New Technologies Changing & Improving Company Culture end-to-end Business Transformation Agile Execution & Sustaining OpEx Projects Lack of/Need for Resources Leadership Understanding & Buy-In 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 Maintaining key Priorities Relationships Between Departments BTOES18 Culture Transformation Digital Transformation Healthcare and Medical Devices Culture Customer Experience Exclusive Process Automation Technology BTOES Video Presentations BTOES HEALTH Strategy Execution Innovation Report Manufacturing BPM Lean Manufacturing Healthcare Agility Systems Engineering Process Design value creation data management Insurance Robotic Process Automation digital operations innovation execution Awards BTOES Presentation Slides thought leaders Customer Experience Excellence Banking and Capital Markets Professional Services Data Analytics Artificial Intelligence White Paper investment banking BTOES19 Consumer Products & Retail Digital Operational Excellence Model Project Management Automotive and Transportation Primary Measure of succes business expansion revenue growth Interview Learning organization Operational Excellence Example business process automation transformation journey Lean Culture NPS Net Promoter Score Six Sigma Data Frameworks Hoshin Planning Pharmaceuticals & Life Sciences Supply Chain Management Workplace Analytics BTOES17 Business Growth Client Feedback Strategy Communication Denial Management Education HealthcareTechnologies Hospitality & Construction Human Centered Design Innovation in Healthcare Integrated Decision Approach Integrated Decision Making Kaizen Oil and Gas Pharmaceuticals and Life Sciences Telecommunications Text Mining eHealth master text analytics virtual resource management Announcement BTOES18 Award Winners BTOES18 Awards Communications Employee Engagement Infographic Jidoka Learning Resource Oil & Gas Recruitment Team The FAST lane