Achieving 8 Dimensions of Excellence

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.

When is Achieving 8 Dimensions of Excellence?

The next dates haven't been confirmed. The last edition we have on record was 27–28 Sep 2010.

Where is it held?

The last edition we have was at JW Marriott Hotel Kuala Lumpur, Kuala Lumpur, Malaysia.