#MVHRA September 2016 Professional Development Workshop

Tuesday, September 13, 2016

Improving the Customer Experience through Empathy and Creativity

Speaker: David A Galloway, Founder & Principal, Continuous MILE Consulting

Register Here:


Credits: This program has been submitted for recertification credits by the HR Certification Institute (HRCI) and SHRM Professional Development Credit (PDC).

Session Description:

Almost all companies believe that they understand their (external and internal)customers. Unfortunately, the customer is rarely enthusiastic when many product or service improvements are introduced. One primary reason: We do not know the customer’s true unmet needs.

To develop an empathic solution, we first need to identify the job our customer is trying to get done. Then we should list all of the customer’s expectations. Improvements are targeted on those expectations that are very important, but not well satisfied. After we have clearly named the opportunity, we can use our creativity to discover and develop solutions that have a high likelihood of improving the customer experience.

The author will show how a diligent, structured approach on the front end of any customer-focused improvement effort enables a stronger solution set. Participants will also learn some powerful creativity tools to generate a greater number of diverse ideas.

Learning Objectives:

1. Leadership needs to provide the right environment for engagement and creativity

2. Focus on your customer’s Job To Be Done, rather than simply improving existing solutions

3. There is no ‘best’ problem-solving style. Effective teams have a mix of adaptors and innovators

4. True unmet customer needs are those that are considered very important, but are not well satisfied

5. Augment traditional brainstorming with methods that generate ideas outside of existing paradigms

Speaker Bio:

- 35+ years of experience in heavy manufacturing, with leadership roles in: Operations, Research, Product Development, Quality, Engineering, Strategy, Lean Six Sigma, Safety

- Provided leadership and mentoring for 40 full-time Black Belts, achieving over $400M in savings

- Developed and currently facilitates a comprehensive safety leadership workshop series that empowers leaders to move their organization from a culture of compliance to a culture of commitment

- A passionate safety advocate who has led company-wide safety culture change efforts that have achieved up to a 70% reduction in injuries

- Pioneered the use of innovation and creativity tools in Lean Six Sigma problem-solving methods

- Penn State graduate with a degree in Forest Products – Paper Science

- Founder & Principal of Continuous MILE Consulting, LLC

- Blogger at ContinuousMILE.com (MILE is an acronym for Minor Improvements, Large Effect)

- Certified Master Black Belt and Certified Master Facilitator

- Married to Leesa for 37 years. Two daughters. One grandson.

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