"Thinking on my experience the past two years, I can think of one of my 4 main points to succeed in driving Customer Centricity in an Operational Excellence Project: Don't treat a project as a process initiative, think of it as a Change Management initiative."
The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organisational achievements through the application of Operational Excellence programs.
The focus of this elite awards program is to demonstrate to the global business community the real results, which organisations achieve through the successful implementation of Operational Excellence. The Business Transformation & Operational Excellence Awards, organized by Proqis announced Devender Malhotra, Vice President and Chief Quality officer, Wipro Limited (www.wipro.com), as the winner of the 2017 Operational Excellence Deployment Leader of The Year Award. In light of our recent announcement of the 2018 Awards shortlist, we're sharing Devender's comments on his win:
"As deployment leader for customer centricity, we continue to strive the customer success and strengthen our delivery processes for flawless execution.
Last year’s Business Transformation & Operational Excellence World Summit & Industry Awards (learn more here) provided incredible additional insights for me to implement some new initiatives. This year we are looking at going beyond customer satisfaction and looking at various digital initiatives for operational excellence.
We have started deploying BoTs and Robos have become integral part of our delivery. Digital is going to be the future, and a Digital mindset is required for business transformation. With this in mind, we are working on implementing a number of competency initiatives within our organization for driving Digital culture. I am pleased to say I am thoroughly looking forward to participating in future sessions, and sharing our experiences.. "
Take a look at the panel discussion from the 2017 Business Transformation & Operational Excellence Awards below, and if you'd like to learn more about any of last year's Operational Excellence projects, you can download the winning case studies here!
All the best,
Charlotte Kelly,
BTOES Insights