Creating and Ensuring Superior Client Experience

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 ISEs to work on the T-model professional development, keep broadening your knowledge and understanding of our field.

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