The Evolution of Process Excellence at BSkyB

Paul Lawrence, Head of Customer Architecture & Process Improvement, BskyB, talks about the evolution of Process Excellence over the last decade from a very tool-oriented approach to a more holistic and pragmatic view that acknowledges the strength of the different methodologies. In this video interview, Lawrence says that focussing too narrowly on optimizing one process may come at the expense of the wider system and it's essential to take a wider view about how the organization delivers value to the customer.


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