People + Innovation: A Pre-Summit Series

What You'll Learn in This Episode:

In this episode, Patrick Adams is joined by Rebecca Moyers, Director of Operational Excellence for the State of Missouri, for a preview of her session at the Lean Solutions Summit, The Feedback Advantage. Rebecca shares how the State of Missouri is using employee and customer feedback to guide process improvement, strengthen experiences, and focus limited resources on the improvements that matter most.

The conversation explores how Missouri built an operational excellence community across 17 executive agencies, uses feedback to support both employee and customer experience, and applies omni-channel listening to better understand the entire customer journey. Rebecca also explains why organizations need to look beyond internal silos and consider whether every part of an experience connects seamlessly from the customer's perspective.

Rebecca shares practical examples of collecting feedback through website interactions, surveys, call centers, and operational data, and emphasizes that organizations shouldn't ask for feedback unless they're prepared to act on it. Most importantly, she explains that these principles aren't limited to government or large organizations; teams in virtually any industry can use intentional feedback to improve processes, culture, and the experiences they create.

Key Takeaways:

1. Feedback helps organizations focus improvement efforts on what matters most
2. Great customer experiences require looking at the entire journey—not individual silos
3. Employee and customer feedback become more powerful when paired with operational data
4. Don't ask for feedback unless you're prepared to act on it

Links:
https://www.findleansolutions.com/lean-summit/
https://www.findleansolutions.com/