ABPMP Philadelphia Chapter

Seeing Process Excellence through a Customer Lens.

In this presentation, Dan will take you through DaVita IT’s journey over the past five years to revamp their IT Service Management (ITSM) program and improve the IT experience for their clinicians. Dan will help explain the value of standard, repeatable processes and the importance of an equally strong focus on customer relationships.

Dan will share real life stories of implementing ITIL-based process management and an IT Voice of the Customer program at DaVita.  Come to hear the intersection between metrics-driven process improvement and a service excellence, customer-first culture.

Dan George
Director of IT Process Management
DaVita, Inc .

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Dan George is an IT Director at DaVita, a fortune 300 company that delivers life-saving kidney dialysis treatment to 198,000 patients across the US and abroad.  Dan has been at DaVita for 12 years leading many teams within IT that deliver services and solutions to their more than 60,000 teammates. 

Currently Dan leads DaVita’s IT Customer Experience team which includes their IT Process Management, ITSM Reporting & Analytics, and IT Voice of the Customer teams.  Dan is passionate about combining data-driven process improvement with people-driven service excellence.

Dan earned a Bachelor's Degree in Economics from Cornell University and a Master’s of Business Administration from Drexel University.