Service Innovation: How to Retain Customers and Create New Revenue Streams
Event ID: P10395
Info: Nov 17-18 • Tue/Wed • 8:00am-3:00pm • 2 mtgs • UHM Krauss 012 (Yukiyoshi Room) • $995 (General), $895 (with Process Mapping), $795 (with Fundamentals of Project Management and Process Mapping) • (12 PDU)
With: Amanda Dietz
Service innovations are critical to business renewal and strategic success in all industries. This seminar delivers skills applicable to manufacturing, service, health care, and public sector organizations alike.
Product innovations such as the iPod excite the mind and create new opportunities for business growth. However, new products take years to develop. Service innovations can help you reduce costs, improve service, and attract new customers within months.
Learn How To:
- Cut costs and cycle time immediately
- Evaluate the business return of process improvement alternatives
- Think outside the “process box”
- Devise innovative services based on customer needs
- Leverage process excellence to foster growth
- Deliver more value to current and future customers
Who Should Attend:
- Process Owner or Manager
- Manager who must reduce cost without sacrificing customer quality
- Manager or director accountable for both operational performance and achieving strategic objectives
- Leader or member of a business process improvement or redesign team
What does a good service innovation look like? It must:
- Deliver results the customers care about
- Advance bottom-line or strategic goals
- Improve how we position our business in the marketplace
Create and Leverage Process Strengths
The tools and techniques of service innovation go beyond finding creative solutions to business process challenges; they provide context and direction so that your organization's investment in process change yields meaningful and lasting returns.
Guide your organization in achieving breakthrough performance:
- Evaluate process performance relative to current strategic goals
- Consider improvement alternatives in a strategic and customer-focused context
- Use cutting edge “Blue Ocean” and process leveraging techniques to generate ideas for breakthrough performance
- Clarify current customer priorities and explore the new value propositions that innovation enables
- Redesign processes for maximum customer/strategic impact
- Plan for the practical and political realities of change
Amanda Dietz, MBA in international management, BS in finance, is a certified quality manager (American Society for Quality), a process management advisor, and project management practice leader for Orion Development Group. She has more than 20 years of experience in operations management, auditing, and process improvement. Prior to joining Orion, Dietz attained extensive quality and process management experience in the corporate world, principally in the financial services sector. She served on the senior management teams at InTuition, Inc. and Florida Federal Savings Bank (now part of First Union National Bank).
In these management roles, Dietz enhanced product line profitability in excess of 10% for multiple years, was recognized as a semi-finalist in the 1994 USA Today/RIT Quality Service Award, reduced turnaround times from multiple weeks to less than two days, reduced call center hold times by more than 80%, raised quality performance indicators above corporate standards, and successfully directed numerous information technology conversion projects.
As an instructor, Dietz consistently receives outstanding reviews from seminar participants: “Amanda Dietz did an excellent job... She impressed us all with her knowledge not only of process mapping but of our business.” -US Coast Guard Finance Center.
“Amanda gave a great class! She encouraged participation and original thinking. She is definitely knowledgeable on the subject.” -Navy Federal Credit Union.
“[The seminar] gave me additional tools to determine where and how to improve my department's processes and performance.” -BAA Indianapolis.
Dietz's process management training/consulting clients include: Bank of America, Citibank, Daimler-Chrysler Financial Corp., GreenTree Financial Corp., Borders Group, Inc., Best Buy, Fingerhut Companies, Fujitsu, Toshiba America Information Systems, and the U.S. Postal Service.
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