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WIT Lean Practitioner Seminar Series - Wednesday 6 February 2019

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WIT Arena

Carriganore

Ireland

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Applying Lean Thinking in Services – Value Adding Activity at Eishtec

Speaker: Sarah Mee, Process & Quality Manager, Eishtec Waterford HQ

Date: Wednesday 6 February 2019

Time: 18:00 – 20:00

Venue: WIT Arena, West Campus, Carriganore, Waterford. http://witarena.ie/contact-us




The WIT RIKON Centre Academy of Lean Enterprise Excellence and the South East Lean Network present the WIT Annual Lean Practitioner Seminar Series, free monthly events which bring together practitioners in CI and Lean enterprise, operational, and process excellence to share their knowledge, experience, expertise, and good practices. The WIT Annual Lean Practitioner Seminar Series is brought to you in association with Waterford Chamber Skillnet.




About the speaker

Sarah Mee joined Eishtec’s growing team in 2013 having previously worked on customer-centric Service Operations Management with both Ladbrokes Ireland Ltd and Budget Car Rental Ireland. Having gained extensive experience and insight across core operational functions, Sarah progressed from the position of Frontline Customer Support to Operational Team Manager, and on to her current position of Process and Quality Manager at Eishtec HQ in Waterford. In this role, Sarah’s team supports Eishtec Operations across all four current locations in Ireland and the UK in delivery of Eishtec mission to “Challenge the Standards of Service” across the outsource service sector. In leading the Process and Quality team, Sarah is responsible for identifying innovative, quality-driven business improvement opportunities, providing customer-focused lifecycle performance insights, and developing and implementing value-adding process improvement initiatives. Sarah is currently undertaking Year 2 of the Master of Business in Lean Enterprise Excellence at Waterford Institute of Technology.



About the topic: Applying Lean Thinking in Services – Value Adding Activity at Eishtec

The Eishtec story is centred on Growth, People, and Disruption, resulting in Eishtec leading the way as Ireland’s fastest growing customer engagement operation. What we do is simple: we deliver excellent customer engagements that support our clients achieving better business outcomes. The Eishtec Way is a clear and simple insight-driven operating model underpinned by a value-driven culture, stakeholder engagement, peer-to-peer principles, incorporating a robust quality and compliance infrastructure. People are our organisation – making culture our top priority. Through focusing on behaviors not numbers, we are developing a learning culture that is collaborative, fosters creativity, idea generation, and innovation. A key ingredient of our continued success is delivering service innovation through voice of the customer capture driving tailored and personalised process improvement solutions. In this seminar, Sarah will take the audience through the Eishtec CI journey to date, focusing on some key customer-focused value-add activities and learnings attained across different areas of the organisation.







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Carriganore

Ireland

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