Fresh, honest talk on what it takes to achieve Operational Excellence

100% real-world, unscripted discussions on what it takes to achieve OpEx.

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Next Live Webcast

Tue, Aug 01, 2017 at 2:00 PM EDT

About #TheOpExWebinar

The OpEx Webinar is a new monthly live webinar series based on your feedback, features 100% real-world discussions on what it takes to achieve OpEx. On the first Tuesday of every month, host Tim Healey and industry guests will talk frankly about all aspects of Operational Excellence, from putting the principles into practice and cultural challenges to leadership’s role and women in lean. The unscripted sessions will be informal, offering more opportunity for dialogue and Q&A with host Tim Healey and his guests.

Upcoming Dates

  • Tue, Aug 1, 2017 2:00PM - 3:00 PM EDT
  • Tue, Sep 5, 2017 2:00PM - 3:00 PM EDT
  • Tue, Oct 10, 2017 2:00PM - 3:00 PM EDT
  • Tue, Nov 7, 2017 2:00PM - 3:00 PM EST
  • Tue, Dec 5, 2017 2:00PM - 3:00 PM EST

Episode 1: Designing Service Families for Value Stream Flow in the Office

In our debut episode of The OpEx Webinar, host Tim Healey and Tammy Murray, Sr. Manager Business Process Improvement at Genesis Financial Solutions, will talk about the critical – often overlooked – first step in value stream design: service families.

During their conversation, Tim and Tammy will discuss how valuable a service family matrix is for bringing out similarities in work, which allows for potential grouping and maximizing talent, as well as for uncovering natural break points.

Next, they will walk through how to create a service family matrix and discuss common challenges, like finding the right level for the tasks so they’re not too granular.

Tammy will then share her own organization’s development of a service family matrix with its unique tasks and how they’ve come to use the matrix as a tool for looking forward. At the end of their talk, Tim and Tammy will take your questions.

Key Takeaways

  • The real value of service families
  • How to create a service family matrix


  • Tim HealeyInstitute for Operational Excellence Senior Faculty Member Tim Healey specializes in teaching the principles of Operational Excellence in the business process sector in areas such as product development, finance, HR, engineering, and marketing. He has worked globally with organizations such as Parker Hannifin, United Technologies Corporation, Bayer Healthcare, and Curtiss Wright. Prior to joining the Institute, Tim served as national business manager for H.J. Heinz in Sydney and as a brand manager for British American Tobacco.

  • Tammy Murray Tammy Murray is Senior Manager, Business Process Improvements at Genesis Financial Solutions, where she leads Operational Excellence initiatives, acts as a change agent, and manages the business process improvement team. Before joining Genesis in 2015, Murray was an IT contractor with Epiq Systems. Previously, she worked in customer service management at A-dec, where she was a quality champion/lead leader, was in sales and service operations at FEI, and served as Operations Manager, Customer Service, at US Bank. Murray is a graduate of from Brigham Young University.