Leadership Strategist, C3 Excellence, Inc, Sarasota, FL, USA
Robin began his career at the largest walled prison in the U.S. You wouldn’t expect most members of Who’s Who In Business Leaders to admit such a background. But it was there, as an administrator, that Rob made a number of discoveries about how organizational performance can be dramatically improved, despite seemingly overwhelming constraints. He introduced there what today would be called Lean management practices. He cut core business process complexity, time and expense by so much that costs were cut by over 30% and cycle times reduced by 75%. The daily lives of staff and inmates were improved. He got so excited, he got a Masters in Educational Psychology and decided to go into the business world and apply what he’d learned. Rob designed sales training programs at a major computer firm. He had no prior experience doing this but, as his V.P. said, “with your background in corrections, you are perfectly suited to work with our sales force”. For fun, Rob researched the causes of employee turnover, finding ways to save millions of dollars.
He was promoted to direct the first quality, productivity and satisfaction improvement initiative for the 3,500-person field service division. Sales productivity increased by almost 50%. His first customer satisfaction survey lead to savings of over $1 million. He developed a new way to apply the latest management practices to non-widget knowledge and service work. The results were so exciting and repeatable that he left to broadly share his methods and ideas. After founding International Management Technologies, Inc. in 1985, Rob published his first book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed, (5-star rated on Amazon). That outlined what he calls C3 principles and practices. Motorola was the first major firm to recognize in 1986 the value of C3 for achieving “total customer satisfaction” or what would today be called the total customer experience. Mr. Lawton, as he was now called, was the youngest person in the elite outside expert faculty of the Motorola Management Institute. Over a 10-year period, he trained thousands of Motorola managers in the U.S. and Europe on C3. He subsequently trained hundreds of Six Sigma Master Blackbelts at Raytheon and more at other major corporations. Mr. Lawton has worked with executive leadership from virtually every kind and size of industry and government agency to align strategic direction and operational excellence with customer priorities. His easy-to-apply methodology is used to uncover and satisfy the Voice of the Customer, drive innovation, improve competitive advantage and achieve service excellence. He has been ranked #1 of over 80 international speakers for his combination of thought-leading material, entertainment and interactive style with audiences from many nationalities and disciplines. Clients have won their Baldrige Awards, saved millions and created raving fans as a direct result of applying his C3 methodology. His latest book, Mastering Excellence, is an inspiring and practical guide to practitioners at every level of responsibility.