Value Stream 4 Extended Enterprise

Value delivery across customer-facing processes

Wednesday, Oct. 21 Location Code
2:00pm-3:00pm Room 203/204, 2nd floor WP/34

Create a virtual value stream, driving higher customer satisfaction and sales

Learn about process standardization and cultural change to improve value delivery and lean capability; cultural change supporting a virtual value stream; steps to a business-led continuous improvement (CI) journey roadmap; sell the value of lean to leadership, sales and marketing.


Encounter proven strategies for building a deployment model that delivers enterprise-wide improvements in value delivery and lean capability, supported by cultural change. Hear about Shell’s journey of process standardization and improvement in its Commercial organization. Learn about methods for lean and CI, creating a virtual value stream where customer-facing process performers such as offer-to-cash as well as functional areas (sales, marketing and customer services) are located throughout the world. Hear examples of evaluating the customer experience through VOC (voice of the customer), application of customer analytics to resolve issues and grow sales as well as the use of leader standard work and SOPs (standard operating procedures) to sustain consistency. Learn how to gain momentum and pull for lean, from the leadership level. Drive higher levels of customer satisfaction while providing value, with minimal full-time CI professionals. Hear lessons on creating an integrated business value agenda, accountability, change management, culture, KPIs/metrics/balanced scorecard, office/transactional processes, developing lean capability throughout  and value stream mapping.


Shell is a global group of energy and petrochemicals companies. It uses advanced technologies and takes an innovative approach to building a sustainable energy future. Shell has approximately 92,000 employees in more than 70 countries and territories.

Speakers: Doug Drolett / Siobhan Pandya

Doug Drolett, the Shell Oil Americas CI leader for the Commercial organization, has focused his career on organizational and process improvement. He has learned many CI approaches during his work with Hillenbrand Industries, Owens Corning and Shell. In his current role, Drolett works with the entire organization on embedding lean principles and tools to drive business value and an exceptional customer experience.

Siobhan Pandya is a finance professional who made the transition to CI expert for Shell Oil’s Canada Region. She has responsibility for deploying lean into Canada and the offshored customer service center in Cape Town, South Africa.  Her previous U.S. and European roles focused on the customer and how to drive efficiencies throughout the business.