IESE Thought Leadership Session
Operational Excellence and Customer Centricity
Manila
IESE Thought Leadership Session
Operational Excellence and Customer Centricity
Manila
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Registration for this event has closed.

DATE Thursday, March 05, 2026
LOCATION Marala Room, Dusit Thani Hotel Ayala Centre, 1223 Makati City, Metro Manila, Philippines, Manila, PH

Operational Excellence & Customer Centricity

Stakeholder excellence is one of the three dimensions of the Operational Excellence model. The other two dimensions are technical excellence and process excellence. Stakeholder excellence includes customer and employee satisfaction as well as impact on suppliers and society as broader stakeholders. During this breakfast session, Prof Jaume Ribera will use the Operational Excellence model to focus on customer centricity, moving from the identification of the customers’ job-to-be-done to the different dimensions of customer satisfaction. 


*This is a 
free-of-charge event, but seats are limited. Please register early. 

Agenda
8:00 a.m. - 11:00 a.m. (Manila Time) 

8:00 a.m.                                           Registration / Breakfast                             
8:45 a.m.                               Welcome & Introduction                        
9:00 a.m.Academic Session with Prof. Jaume Ribera
10:15 a.m.
                                 Question and Answer                       
10:30 a.m.                              Coffee and Networking                     
11:00 a.m.                                             Event End                                   
Professor Jaume Ribera
Jaume Ribera is professor of operations management at IESE Business School and holds the Novartis Chair on Operational Excellence in Healthcare. He was also awarded a Fulbright fellowship to pursue doctoral studies in the US. Prof. Ribera holds an M.Sc. in operations research and a Ph. D. in mathematical systems theory from the University of Florida, and a doctorate in industrial engineering from the Universitat Politècnica de Catalunya, where he is associate professor (currently on leave of absence). Prof. Ribera served as deputy dean of faculty at IESE Business School from 1993-2001. He is the president of the European Operations Management Association and was formerly secretary of the U.S. Operations Management Association (1992-97). He serves on the editorial boards of the International Journal of Operations and Production Management and the Harvard Business Review China. His current research interests lie in the areas of operations improvement management, health systems management and project management. He has published teaching materials (case studies, technical reports and electronic workbooks), academic research (Transportation Science, International Journal of Operations and Production Management, etc.) and casebooks and textbooks on these topics. Prof. Ribera has been active in consultancy in supply chain management and project management and has extensive experience of working with private and public companies in different sectors (textile, pharmaceutical, automotive, electrical components, etc.) He has also participated as a consultant and project manager in health sector management projects in the EU, Central and Eastern Europe, and South America with private, public, European Union and World Bank financing.

Registration for this event has closed.