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April 03, 2020

Motion Picture Industry Pension and Health Plan's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence.

Read this article about Motion Picture Industry Pension and Health Plans, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an Outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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Rolling Out The OpEx Red Carpet For Industry Members

To help MPI improve relationships with 130k members, process improvement initiatives began to incorporate Operational Excellence (OpEx) principles in 2019. This resulted in a new OpEx program and a successful 3-day Kaizen Event that optimized the customer experience for over 15k members who visit our plan office each year.

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At MPI, we recognize that we touch the lives of many ‘below the line’ industry employees who have served the as the backbone of the filmed entertainment industry at some point in their lives. These employees make up the membership of Local Unions representing Costume Designers, Cinematographers, Editors, Painters, Casting Directors, and Drivers among others.

To help maintain lasting relationships with 67k industry employees and their family members, MPI has always emphasized the importance of optimizing the member touchpoints: its call center and visitor center.

After evaluating the current state of the Visitor Center, MPI’s OpEx team quickly realized that initiating a Kaizen Event would deliver immediate and long-lasting results. This rapid improvement event gave the team a framework to collaborate with MPI’s Visitor Center front-line staff, reduce the risk of interrupting the member’s experience while making improvements, generate momentum for the OpEx program, and have fun!

In the 30 days leading up to the event, the OpEx team focused on cultivating awareness at MPI by meeting with project sponsors in order to charter the project, share the approach, and attain buy-in. Additionally, eight (8) front line staff members from various departments were identified and selected to form the Kaizen team. This would be the first Kaizen Event performed at a company who has been providing services to industry members for 65+ years; needless to say, OpEx awareness was key.

 

Subsequently, overviews of applicable process improvement frameworks were provided which would be the most teachable, actionable, and ultimately successful for this event:

  • Lean to improve the value of the services we provide
  • Six Sigma to improve quality by eliminating variation in the process
  • Operational Excellence to design how the Visitor Center should autonomously operate and deliver its service to the member

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The Kaizen team came together and learned about the importance and power of using observation and data to drive their decisions. They were trained in fundamental OpEx principles where they were introduced to lean, six sigma, autonomous flow, and cross-functional process mapping to visualize a process with a wider lens. Most importantly, they gained a new perspective on critical factors that impact the member’s experience when visiting MPI’s plan office.

MPI brought front-line staff together to drive improvements, which addressed non-value added activities (waste) and process steps that were linked to member experience pain points, member confusion, and breaks in the member flow throughout their visit. By reducing these pain points and eliminating steps where possible, MPI can now provide its members with an outstanding customer experience.

 

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, from 6.30pm in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

 

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BTOES.com

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

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.

 

Quick Links

Speakers

Agenda

BTOES Awards

 

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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