Skip Main Navigation
Page Content
This event has ended

Save This Event

Event Saved

Customer First Principle Webinar

Results Washington, Office of the Governor

Wednesday, October 9, 2013 from 1:00 PM to 1:45 PM (PDT)

Customer First Principle Webinar

Ticket Information

Type Remaining End Quantity
Oct 9, 2013 Customer First Principle Webinar Sold Out Ended Free  

Share Customer First Principle Webinar

Event Details

The Customer First Principle: Recognizing Our Customers and Creating Value

This no-fee webinar is presented by Results Washington's Lean Expert Partnership Program in partnership with ICF International.


During this 2-part webinar, attendees will learn how to recognize the Lean “value-add” function of each process step throughout a value stream by determining who the customer “really is” at each step of the process. Attendees will learn how to apply Ishikawa’s Next Operation as Customer philosophy to increase process flow, increase throughput, reduce costs, and improve quality in order to meet an Agency, Board or Commission’s strategic objectives. Various observations of process improvement, through the recognizing of the Customer First Principle, will be discussed along with the understanding of how to adapt Ishikawa’s philosophy to state government’s Lean improvement efforts. Implementation strategies for moving from an organization’s current state to a new “Customer First” state will be discussed, in areas of effort, technique and cultural change awareness.


  • Recognize the customer and its function throughout the entire value stream
  • Understand the supplier/customer relationship during process functions throughout the value stream
  • Understand the required culture for adhering to a Customer First philosophy and the resulting organizational impact
  • Understand the application of the Customer First Principle to state government processes

Part 1 of this webinar will be held on Oct 9, 2013 from1:00pm to 1:45pm. At the end of part 1, you will be given an assignment (about identifying your customer) to complete before you participate in part 2.

Part 2 of this webinar will be held on Oct 30, 2013 from 1:00pm to 1:45pm.

About the Presenters:

Mike Sangalli Senior Program Manager, 

ICF International

Mike Sangalli is a Certified Lean Six Sigma Master Black Belt with over 35 years’ experience in services, operations, administration, and production manufacturing in the area of Continuous Improvement and Quality Control in both the public and private sectors. He has directed large scale Improvement Deployments and has also led and managed a wide variety of Lean Six Sigma projects, Kaizen events and Value Stream Mapping Analysis efforts over the past 20 years. Mr. Sangalli has conducted numerous Lean and Six Sigma training sessions stretching from introductory level through Design for Six Sigma and currently teaches Lean Six Sigma courses and “hands-on” applications labs through a partnership with Rose State College in Oklahoma City. Mr. Sangalli currently serves as the Sr. Lean Six Sigma Program Manager for ICF International, both directing all LSS efforts and serving public and private sector clients in the areas of consulting, mentoring, advising and assisting in improvement efforts. Mr. Sangalli holds a Master’s of Science degree in Business Administration from Texas A&M University as well as numerous certifications in industrial and business areas of expertise.



Darrell Damron Enterprise Lean Consultant, 

Results Washington, Office of the Governor


With a passion for public service, Darrell joined Washington state government in 1991 and has served in the Department of Corrections and Department of Revenue. Darrell is helping Washington state government learn to use lean thinking and tools to deliver better value to more Washingtonians and make public service a delightful experience for employees. Prior to joining state government, Darrell earned a BA in Communications and served six years on active duty in U.S. Marine Corps.

Have questions about Customer First Principle Webinar? Contact Results Washington, Office of the Governor

Interested in hosting your own event?

Join millions of people on Eventbrite.

Please log in or sign up

In order to purchase these tickets in installments, you'll need an Eventbrite account. Log in or sign up for a free account to continue.