Rachel Steer, Chief Administrative Officer, DOWL
Kristin Folmar, Quality Manager, DOWL
In 2016, DOWL launched an Operational Excellence (OpEx) program designed to improve project management, enhance client experience, and establish accountability across their 24 offices. DOWL leveraged their Synthesis intranet, The Point, to engage employees across the business in this critical initiative.
In this webinar, you'll learn how DOWL:
- Established The Point as the center for content, communications, resources, and training related to OpEx
- Developed a user-friendly home for OpEx which includes a graphical landing page linking to key OpEx resources, an OpEx FAQ, and introductory videos
- Supported the launch of the OpEx initiative through a series of posts by key executives and project stakeholders
- Continued the dialog through posts about new and updated OpEx resources, early wins, and #OpExStories
If you only have a few minutes, we recommend jumping to two highlights: Origin Story of the Operational Excellence (OpEx) Initiative (6:00) and Intranet Tour: The OpEx Community (16:34).
01:20 KA Connect 2018 & Synthesis Workshop San Francisco Registration
03:25 Introduction: Rachel Steer & Kristin Folmar @DOWL
04:45 DOWL Background
06:00 Origin Story of the Operational Excellence (OpEx) Initiative
08:18 DOWL’s Five Year Plan
09:10 Leveraging their Synthesis intranet, The Point, to roll out OpEx Initiative
10:15 Implementing OpEx Initiative - Who is on the OpEx team?
10:50 What is OpEx?
12:26 OpEx Timeline & Phases
15:00 Launching OpEx
16:34 Intranet Tour: The OpEx Community
19:42 How is OpEx content used by employees on The Point?
22:32 #OpExStories Campaign: Sharing Wins and Lessons Learned on The Point
26:52 Current OpEx Priorities
29:29 Lessons Learned
31:45 Have we been successful?
33:10 How did you decide which content in the OpEx community would be considered Essential Content?
35:26 Were there bumps in the road while implementing OpEx - specific to senior leadership - and how did you overcome those challenges?
38:54 What is the OpEx audit process and what kind of information do you receive?
40:56 Do you fill out all forms/checklists electronically, or do you use hard copies for OpEx documentation?
43:15 What is your favorite part about leading the OpEx initiative?
About Office Hours
Office Hours is 60 minutes of news, stories, and Q+A with Susan, Chris, Zucu, and special guests from the KA Advance community. You can watch recordings of past Office Hours webinars here.