Head of Business Development Operations and Strategic Projects
King & Wood Mallesons
2:30 PM Case Study: Building An Operational Excellence Strategy With The Customer First For Increased Effectiveness
This session discusses end to end process efficiency with the customer and firm-wide strategic alignment always in mind as the primary reason for any improvement. There is no organizational growth when we improve processes that the customer doesn’t value. This involves rethinking the way that we view value, redesigning process and recreating the customer journey. In this session, Anna will discuss how she has spent one year truly understanding her clients’ needs, pain points and wish lists before recommending operational change.
§ Viewing the customer journey (internal and external) through the perspective of the customer
§ Developing the right employee and customer experience through process excellence
§ Lead the culture change in a fast changing product innovation and technology-led environment
§ Aligning operational excellence and strategy to drive value and growth