C3 Excellence, Inc
Robin Lawton is an internationally recognized author, executive coach and expert in creating rapid strategic alignment between enterprise objectives and customer priorities. Rob has directed strategic and operational improvement initiatives since 1985. He coined the term “customer-centered culture” with his first book, "Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed" (5-star rated at www.Amazon.com ). His latest book, "Mastering Excellence: A Leader's Guide to Aligning Strategy, Culture, Customer Experience & Measures of Success", greatly expands on his ideas. Thousands of executives, Master Black Belts and other change leaders have used his powerful, easy-to-understand C3 principles and system to improve and measure service, knowledge work, customer experience and employee engagement. Rob has been published and referenced by other authors worldwide. His clients have won prestigious recognition such as the Baldrige National Award as a direct result of applying his ideas.
Mr. Lawton changes how his audiences think about what they do, who they do it for, what the priorities really are and the role of leadership in making magic happen for their customers and followers. He does this with humor and a highly interactive delivery style with thought-leading material few have experienced. The pragmatic way he connects strategic direction, measures of success, daily work and customer priorities creates a new version of common sense. Some have said Rob is the management thought-leader for the 21st century what Ackoff, Juran, Deming, Drucker and others were for the last century. Mr. Lawton was named "Quality Guru", ranked #1 of 103 speakers by ASQ in 2017 and featured by leadership organizations such as the Japan Management Association, Chamber of Commerce, Federal Executive Board, Association for Manufacturing Excellence, American Marketing Association, International ISO Conference. Clients include those from the Fortune 500, government, healthcare, utilities, non-profits and knowledge-intensive organizations from domestic and international environments.
Tuesday, May 21
9:15 AM – 11:45 AM