We Built It, But They Didn't Come: How to Identify Process Improvements Customers Truly Want at Pacific Northwest National Laboratory



At APQC's 2015 Process Conference, Steve Slate discussed lessons learned from challenging process improvement projects. Slate is a senior process analyst at Pacific Northwest National Laboratory (PNNL) on a dedicated process analysis team that helps business managers understand what their processes need to do, identify improvements, and measure ROI. PNNL is a Department of Energy national laboratory that carries out $1 billion per year in contract R&D in energy, environment, national security, and basic science concerns. Slate summarized lessons from PNNL's 15-year process journey.

This is APQC's summary of that session.  You can access the presentation slides here.

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