Achieving 8 Dimensions of Excellence 2010
September 27 - 28, 2010
Selangor , Malaysie
Workshop Facilitator Profile
The course facilitator is an internationally recognised expert in creating rapid strategic alignment between enterprise objectives and the voice of the customer. He is president of a consulting firm which he founded in 1985. He coined the term “customer-centered culture” (also known as C3) in his 1993 best-selling book (5-star rated at Amazon).
The course facilitator has extensive experience directing both strategic and operational improvement initiatives. He has developed and deployed powerful but easy to- understand principles, strategies and tools. They are used to design, measure and improve strategic excellence, service, knowledge work, customer satisfaction and innovation. Representative results achieved from his work include the following:
* Within a two-year period, a state agency saved over $20 million in 2 years, jumped in rank from 25th to #1 and was rated tops in citizen satisfaction.
* Three organisations won their respective Baldrige-based state awards (in Maryland, Missouri and California) as a direct result of applying the course facilitator’s unique C3 principles and tools.
* Numerous voice-of-the-customer and product/service design initiatives have produced better than 5-to-1 returns on investment within one year of project completion.
* Initiative leaders and project teams have received awards, regional and national recognition for innovative, dramatic and sustainable results by application of C3 practices.
The course facilitator is an internationally recognised expert in creating rapid strategic alignment between enterprise objectives and the voice of the customer. He is president of a consulting firm which he founded in 1985. He coined the term “customer-centered culture” (also known as C3) in his 1993 best-selling book (5-star rated at Amazon).
The course facilitator has extensive experience directing both strategic and operational improvement initiatives. He has developed and deployed powerful but easy to- understand principles, strategies and tools. They are used to design, measure and improve strategic excellence, service, knowledge work, customer satisfaction and innovation. Representative results achieved from his work include the following:
* Within a two-year period, a state agency saved over $20 million in 2 years, jumped in rank from 25th to #1 and was rated tops in citizen satisfaction.
* Three organisations won their respective Baldrige-based state awards (in Maryland, Missouri and California) as a direct result of applying the course facilitator’s unique C3 principles and tools.
* Numerous voice-of-the-customer and product/service design initiatives have produced better than 5-to-1 returns on investment within one year of project completion.
* Initiative leaders and project teams have received awards, regional and national recognition for innovative, dramatic and sustainable results by application of C3 practices.
Lieux de Rendez-Vous
Location: JW Marriott Hotel Kuala Lumpur
The 29-storey, 561-room hotel is located in the heart of the exciting "Golden Triangle", the city's prime business and shopping district and is adjoining to the prestigious Starhill Gallery. It is..
Contact
183 Jalan Bukit Bintang , 55100 Malaysia Kuala Lumpur , Malaysia
60 3 2715 9000
60 3 2715 9000
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Achieving 8 Dimensions of Excellence September 27 - 28, 2010
