Advisory Board Member Profile
|
Edward Siderman
TokuSaku Consulting
Manager |
Areas of Expertise:
Process Redesign, Reengineering, Process Improvement, Change Management
|
Scott Siderman, Manager, TokuSaku Consulting: For more than thiry years, Scott has helped his employers and clients transform the performance of their processes and organizations. Starting out applying Just-in-time/Lean manufacturing philosophies to the banking industry, his career has evolved to include quality, process improvement, process redesign/reengineering, performance measurement, and customer-focused organizational design. What each of Scott’s projects and career experiences have in common are a consistent and relentless focus on improving the customer experience. Leveraging the tools of improvement, each project identified the key customer ”moments of truth,” either through process or Value Streeam mapping. Once identified, these moments, critical to the customer’s perception and reality, are the focus, allowing for simultaneous imrpovement of process performance and the customer experience.
Scott’s industry experience includes not only Banking but also Insurance, Government, Criminal Justice, Mail-order Retail, Customer Care, Behavioral Health, High-tech, Utilities, Higher Education and Healthcare. To assure the organization’s success, each of his projects included the development and implementation of performance metrics (Key Performance Indicators). Scott has a Bachelor of Science in Computer Science (Tufts University) and a Master of Science in Industrial Administration (Carnegie-Mellon University). He has achieved certifications as an ASQ Certified Six Sigma Black Belt, ASQ Certified Manager of Quality/Organizational Excellence, PMI Project Management Professional, and Prosci Change Management Professional.
|
