Building a Culture of Excellent Customer Focus

Sep 1, 2015 | Posted by craigastevens@westbrookstevens.com | News |

What does high

turnover, high stress, internal social cliques and infighting, shrinkage and dishonest transitions, falling revenue, and poor customer service all have in common? These are all some of the symptoms of a broken organizational culture. Furthermore, it is important to know that our Organizational Culture always leads to our customer focus. Customer focus is the way we bring value to the customers and the way we demonstrate how valuable the customers are to our organization. Falling or stagnate revenue is one of the symptoms of a poor customer focus.

Now the bigger question is, how can we build an excellent culture of Customer Focus that will, serve our customers well, make us more competitive, and improve our revenues? This is what we will talk about on the 10th of September in Chattanooga Tennessee (for a private organization). During our conversation with Craig A. Stevens, President of Westbrook Stevens, we will brainstorm on how we might start building that excellent Culture of Customer Focus. Together we will talk about the “Westbrook Stevens Seven Attributes of Excellent Management” and discover some simple steps we can take to start creating and then sustaining an excellent culture of service that leads to a more revenue and a happier business life. For more information go to http://e-wbs.com/building-an-excellent-organizational-culture/ . For a free eBook on the Seven Attributes of Excellent Management, go to http://e-wbs.com/home/reviews/.

Craig A. Stevens PMP, LSS-MBB, S(PO/M/D/F)C, SCT – is a Management and Industrial/Systems Engineering Consultant with over 30 years of experience. He is the president of Westbrook Stevens, LLC; a speaker, an author; a visual artist; and was the Manager for the Process Improvement Program for HCA Physician Services, where he developed the Process Improvement/Lean Six Sigma program for about 800 practices. As a consultant, he supported over 100 organizations in 25 states including (US DOD, US DOE, NASA, Lockheed Martin, Westinghouse, DuPont, etc.). For more detailed information related to Craig go to http://e-wbs.com/team/craig-a-stevens and you can contact Craig at (615) 414-7736 or CraigAStevens@WestbrookStevens.com.

About craigastevens@westbrookstevens.com

Craig Stevens is supporting UT’s Operational Excellence in Healthcare Program in Nashville Tennessee and hopes to finish his PhD with the UTK Industrial and Systems Engineering Program. He is the founder and president or Westbrook Stevens, LLC (WBS) (www.e-WBS.com) and is a Senior Project Manager in the PMO at Ardent Healthcare. Craig has been a Management, Industrial, and Systems Engineering consultant for over 35 years and is the Author of Geronimo Stone (https://issuu.com/craigastevens/docs/geronimostone); and a well know Visual Artist in oils and acrylics (www.craigastevens.com). He is also a Captain in the U.S. Air Force Auxiliary Civil Air Patrol (CAP) as part of the Ground Team and Air Crew Search and Rescue Emergency Services. ......................He was the Manager of the Process Improvement Program for HCA Physician Services, where the Continuous Process Improvement (CPI) Team developed the CPI/Lean/Six Sigma program for about 800 practices. Before HCA, he worked as a consultant for over 100 different organizations in 25 states including (US DOD, US DOE, NASA, Lockheed Martin, Westinghouse, DuPont, etc.). ......................Craig has worked in every layer of an organization and in several industries (Healthcare, Government, Manufacturing, Agriculture, Hospitality, Scientific Research, Energy, Waste Management and Environmental Restoration, Not-For-Profits, and Construction). He was the Chief Engineer and Quality Manager for PRAGMATICS, INC. (8a), Program Manager for Science Applications International Corporation (SAIC), and was the Mechanical Engineer SME in solar and electric power, explosives, and general engineering for U.S. doe, Office of Scientific, and Technical Information (OSTI). ......................Craig has taught for several universities and has written many papers on quality, change management, and other management related subjects and has served as adjunct faculty for Vanderbilt University, Belmont University, Trevecca Nazarene University, University of Phoenix, Nashville State Tech, and UT Knoxville as a TA. He was also a trainer/facilitator of Project Management for the American Management Association International (AMAI) and Padgett Thompson. He has taught graduate and undergraduate classes and workshops in Strategic Implementation, Innovation and R&D, Operations Management, Project Management, Change Management, Manufacturing Management, Strategic Management, General Management Principles, Systems Management, Statistics, Customer Service, Engineering Economy, and Human Factors Engineering. ............................Craig has several certifications: • Six Sigma and Lean (Lean Six Sigma) Master Black Belt • PMP • CAP – Mission Observer, Scanner, and Aerial Photograher • General Licenses Amateur Radio (KC4WBS) • SCRUMstudy Agile Master Certified (SAMC™) • SCRUMStudy Certified Trainer (SCT) • Scrum Product Owner Certified (SPOC) • Scrum Master Certified (SMC) • Scrum Developer Certified (SDC) • Scrum Fundamentals Certified (SFC) • SCCS-P - SMstudy Certified Corporate Sales Professional • SCDM-P - SMStudy Certified Digital Marketing Professional • SCMS-P - SMstudy Certified Marketing Strategy Professional