Building a Culture of Operational Excellence

Pete Evans

Director of Service & Performance Management (Business Services Operations) at LEGO

Learning Objectives

LEGO (Business Services) is building a Culture of Operational Excellence in a very LEGO way including storytelling to build understanding and connection - Swamp to Summit, change management does exist and why it is difficult and the BSO Journey so-far and what comes next...


Key Takeaways:



  • Operational Excellence Journey must speak directly to our people - NOT to a toolkit

  • Storytelling when done well can engage teams at all levels

  • Operational Excellence is a journey not a project/program