General Manager of Operational Excellence
There are significant barriers to changing culture effectively when your company is undergoing a business model change. Transurban began on a business excellence journey to bring people and processes into alignment. This meant mapping out their workflows and understanding where to eliminate waste, as well as establishing a 5 year plan. However this transformation hasn’t come without its challenges, particularly in regards to their people who must be bought in to process excellence and understand what it is all about.
- Understand the customer and how that affects workflows and true value adding tasks with collaborative efforts from the top to bottom
- Buy in: help employees understand how process efficiency and operational excellence can directly benefit them and improve employee experience
- Empowering employees to think in strategic and lean ways to improve their own workflows continuously