Mastering 8 Dimensions of Excellence with Rob Lawton September 14-15, 2015 

A 2-Day Workshop Series for Senior Leaders and Change Leaders

The Wisconsin Center for Performance Excellence (WCPE) together with its partner, International Management Technologies, is offering this workshop to help senior leaders, and those who are expected to lead change efforts in their organization explore and Master the 8 Dimensions of Excellence.

Location: American Family Insurance Training and Conference Center 6000 American Parkway Madison WI 53783

Cost: All pricing is for WCPE members for the entire 2-Day workshop and requires team members to be from the same organization. All course materials and daily continental breakfast and lunch are included in each day.

• 1-2 people – $700 each person
• Team of 3 people – $600 each person
• Additional team members (more than 3) – $500 each person
• Non-members add $300 per person to participate

The workshop is limited to generate maximum interaction between the facilitator and the organizations participating. To register your team, e-mail info@wisquality.org.

Day 1 – Create the Framework for Strategic Transformation

Create the Framework for Strategic Transformation

Change leaders have high expectations, a vision of the possible and urgency to engage others. This stimulating and entertaining session offers a pragmatic approach that will strengthen your ability to achieve strategic outcomes customers will notice and employees will enthusiastically deploy. Explore a thought-leading model and new tools for an eminently practical way to:

• Describe customer priorities along four main dimensions
• Concretely connect them to enterprise mission and strategy
• Balance eight (8) areas of performance and related measures
• Integrate & leverage existing initiatives (Baldrige, GPRA, Lean/Six Sigma, HCAHPS, VoC, Customer Experience)

You will be equipped with a powerful but elegantly simple framework and process that has consistently produced high results in the toughest settings. Examples illustrate what a well-aligned strategic plan, balanced scorecard and customer-centered change initiative looks like, as applied in government, healthcare and industry. As an executive or change leader, you will also see how to remedy common obstacles that may be interfering with your organization’s customer-centeredness.

Day 2 – Satisfying the Heart, Mind and Voice of the Customer: Uncover, Translate and Deliver what Customers Want
Success in challenging times is more dependent than ever on understanding and delivering what customers want. But the well-meaning notion that we should listen to “the voice of the customer” is an insult to our intelligence. Everyone knows there is no such thing as the customer. This necessarily means there must be more than one voice to listen to. Yet we can make potentially fatal assumptions about (1) who “the customers” really are, (2) what questions to ask, (3) how to prioritize their answers and (4) how to define and measure success.

Tools such as surveys, quality function deployment (QFD), the Kano model, ISO 9000, Six Sigma and others have been increasingly used to capture the voice of the customer (VOC). While they have all made contributions, NONE answer key questions every practitioner must answer.

At the end of this workshop, you will:

• Make the most intangible knowledge work concrete and measurable.
• Use new tools to connect strategy, daily work and customer insight.
• Determine who “the customer” really is (beyond labels like buyers, taxpayers, patients).
• Move from an internal, process focus toward a culture where customer-desired outcomes drive innovation and excellence.
• Inject existing initiatives with a strong customer bias; strengthen what you already do well.
• Use 6 levers of cultural change.
• Identify and eliminate sources of ambiguity limiting performance.
• Address 4 key performance areas most scorecards miss.
• Assure any improvement effort yields at least a 5:1 return on effort.
• Create the strategic framework for your VoC initiative.
• Compare the 7 most common ways to collect customer needs.
• Avoid the 10 most frequent failures of satisfaction surveys.
• Determine who your customers really are in every context.
• Ask the three “word formulas” that always uncover priorities.
• Translate squishy perceptions into objective measures and innovative alternatives.
• Connect customer satisfaction, product design and growth.

Tools you will take away include:

• A self-assessment revealing excellence strengths/needs.
• The easy-to-apply framework showing where your current initiatives really focus and what actions will leverage them.
• A tool that makes intangible work concrete and measurable.
• Project criteria shown to increase satisfaction & workforce capacity while making huge cost and time savings.
• An easy to understand, step-by-step method for defining what your customers want.
• An Excellence Framework that balances customer and enterprise values.
• A jargon-free language that eliminates ambiguity.
• Tools to (a) differentiate 3 roles a customer can play in any context, (b) discover whether the customers with most power have it appropriately, (c) identify the priorities that are/aren’t measured.

 

Register Now!