Bio:
Dermot is currently running a Lean transformation throughout the entire Liberty Insurance Ireland organisation. He has over 20 years’ experience in leading change and delivering improvements within customer facing functions both with Liberty Insurance Ireland and previously with Oracle Corporation. He is a certified Lean Black Belt.
Title:
Utilising a Continuous Improvement Framework to improve your Customer Journey.
Synopsis:
Many companies say that the customer is their top priority and their needs are the core of their business, so why do they so often behave differently? Lean provides a mechanism to ensure your organisation’s improvement efforts remain aligned and focused on driving value for your customer. This presentation explains how you can develop a Continuous Improvement Framework to identify gaps and develop, deploy and sustain the improvements to your customer journey to bridge these gaps.
