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Embedding Continuous Improvement Across Customer Facing Processes

Doug Drolett, Americas Continuous Improvement Leader, Shell, Spring, TX, USA

Keywords: Customer, Sales, Marketing

Industry: Energy

Level: Intermediate

ABSTRACT

The Offer to Cash process operated by Shell Lubricants integrates work performed across Sales, Customer Service, Supply Chain, Marketing and Finance. This presentation will provide an overview of how this process has adopted continuous improvement as a means to drive customer satisfaction, optimize value delivery, and grow sales. Specific points covered will include: how customer data and inputs are leveraged - techniques used to operate a global, virtual value stream; what LSS capability was required and how it was achieved; how VOC is used to identify critical and timely actions to deliver an exceptional customer experience. This work has now expanded into the Sales and Marketing organizations where leaders are supportive and promoting the use of CI across their functional areas.

Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.

Call for Proposals

You will need the following to submit a proposal

Proposal Title: Maximum 80 characters including spaces. 

Keywords:Please include three keywords with a maximum of 100 characters, including spaces. 

Industry Sector: Please select the most relevant Industry sector for the proposal from a list.

Abstract: The Abstract should be 1,500 to 5,000 characters (note that it is Characters, NOT words), including spaces.

Biography: The Biography must be 1,500 to 5,000 characters, including spaces.

Public Profile: LinkedIn or Public Profile for link for the Principal Speaker: 

Speaker's Photo (optional)

Sample Video (optional)

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