Creating and Ensuring Superior Client Experience

Tuesday, Jan. 15, 12 p.m. Eastern time | Register now

Presenter: Sreekanth Ramakrishnan, Senior Data Scientist, IBM Corp.

The Service Systems Engineering Community has teamed with Chapter #1, IAB, CISE, SHS and SEMS to provide this timely and important continuing learning opportunity for IISE members and customers.

In our initial webinar of this series, we over viewed Service 4.0, Service Systems Engineering, and discussed high level examples of initiatives in Healthcare (University Health Network-Toronto) and Enterprise Shared Services. Please find that webinar deck and recording in Chapter #1 and Service Systems Engineering Community (IISE CONNECT).

Service 4.0 is a collective term for technologies and concepts of service and support function organizations, based on new disruptive technological concepts (big data, mobility), the internet of things and the internet of services. It is a similar concept to industry 4.0, applied to value chain. Research focuses on developing formal methodologies to understand enterprise-end-user (customer) interactions from both socio-economic and technological perspectives, and to enable value co-creation and productivity improvements.

During this webinar, the presenter will discuss approaches that organizations can take to ensure superior client (customer, stakeholder) experience. He will build on his work and presentation in 2012 for IISE that focused on cultural modeling and shaping to support lean transformation effectiveness and improved outcomes for organizations.

This is an opportunity for all ISE’s to work on the T-model professional development, keep broadening your knowledge and understanding of our field.

Sreekanth Ramakrishnan is a senior data scientist at IBM Corporation. He is working on creating solutions for IBM’s support teams to ensure superior client experience. He has worked in the following domains: supply chain, human resources, leadership and learning, business transformation, and systems (mainframe). His passion is also in teaching. He is an adjunct faculty at the Lucas College of Business at San Jose State University.

Sreekanth, as some of you might recall, was a participant/presenter in the IISE/SEMS Best Practices in Managing Continuous Improvement Virtual Conference in 2012 and presented Culture Modeling Tools to Measure an Organization’s Lean Transformation Effectives. That was an outstanding presentation and a good example of service systems engineering and a contribution that ISE’s can make to organizations and our society.

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